SUMMARY:

• ITIL® certified IT service/project management professional with over eleven years of experience in production support, service transition, service/IT project operations, continual service improvement and IT Infrastructure management for high - visibility projects.
• CSM (Certified Scrum Master) - agile methodology professional. Organized and facilitated sprint planning, daily stand-up meetings, reviews, retrospectives, release planning, demos and other scrum-related meetings.
• Extensive experience in support operations management, Global Shared Service Model coordination, implementing, managing, measuring and improving IT support. Designed and executed continuous improvement support processes for high productivity of Global IT support projects in engagement of large magnitudes.
• An expert in incident, change, release management and in setting KPIs, CSI plans, root cause analysis, quality audits, SLAs and reporting, adhering to the service delivery standards. Well versed with formal ITIL methodology, SharePoint, communications management and risk management.
• Managed resources/estimates for successful delivery of the requirements in the release as scheduled.
• Extensive knowledge of capturing and analyzing business requirements, identifying risks and evolving with mitigation plans, developing functional specifications, implementation, testing and validation.
• Experience in building application integration flow and preparing implementation plans; ran book release plans for IT support teams.
• Experience in configuring Windows/LINUX/AIX application servers and services, monitoring base through Nagios FAST DNS console.
• Expertise in managing UNIX shell scripts auto\long run jobs from different application database servers through BMC control-M Enterprise manager 6.4.
• Expert knowledge in HP service manager (Peregrine), JIRA ticketing and tracking tools used in application support projects.
• Extensive experience in release management on running command center, scheduling applications release, outages and vendor management. Business knowledge in mortgage banking.

TECHNICAL SKILLS:

Operating System: Windows Server 2003/2008

LINUX/AIX server: IBM AS400

Application: BMC Control-M Enterprise Manager 6.4,HP Service Manager (Peregrine),HP Application Lifecycle Management 11.0,SQL Server Management Studio 2008 R2,Citrix Client, Perforce, Toad, SQL Developer Web view MQ, Cluster Administrator, Reflection 2011,Super Putty, Tivoli Enterprise Monitoring

Hardware: Sun-Fire-V880, Sun-Fire-V240, Ultra-60, Sun-Fire-480R, UltraAX-i2

Web Server: WebSphere 5.1/6.0/6.1. WebLogic Console 7.0, 8.1 & 9.0, 10.0, Apache Tomcat 5.5 & 6.x, Web Speed Broker, Admin Server

Tools: Progress OEM, XBERT, File Mover Nagios FAST Console, File Zilla(SFTP) Base 24,Twinet Gold Emulator

Databases: Progress, SQL, Oracle

PROFESSIONAL EXPERIENCE:

Confidential, Wilmington, DE

Operation Lead

Responsibilities:

• Built relationships with the IT technical teams and business partners. Communicated on major service outage/escalations.
• Monitored and prepared reports for weekly and monthly service delivery metrics including the incident, change and problem tickets. The reports show the application performance and infrastructure performance for the month and service level credits.
• Responsible for critical and high priority incidents, prioritizing incidents based on the impact and urgency.
• Hosted Change Advisory Board (CAB) meetings on the implementation of changes. assessment. f risk and business continuity, change impact, resource requirements and change approval.
• Worked with client and operations teams to identify and manage the service improvement plans.
• Responsible for configuration management, monthly reviews and ensuring that monitoring and ticketing tools were up to date.
• Communicated across organizational boundaries and with engineers through senior management.
• Coordinated between the project management and shared service model customers to make sure the overall service level performance was achieved on incidents.
• Analyzed, reported and reviewed the actual service performance against SLA, removing all obstacles to customer satisfaction through the form of CSAT surveys.
• Managed the application release on each iteration release and ran command centers Go/No. Go call and release the application for business.
• Managed the SSL certification renewal and implementation through cert vault application, and configured and managed application jobs through control-M manager.
• Reviewed all application patch implementation plans and coordination between the support teams. Acknowledged and triaged the application issues and engaged the respective teams to resolve issues within SLA.
• Configured application servers in Tivoli Enterprise monitoring tools and managed Net cool Auto generating tickets on file mount/disk space issues.
• Managed application issues reported by the QA team with HP service manager (Peregrine) ticketing and HP ALM tools.
• Managed and troubleshot Web services and application pool services through IIS 7 and Web Logic console 8.1. Analyzed user access in the progress database server and file permissions in the UNIX server.
• Participated daily/weekly/defect stand up calls with support/QA teams and internal teams meetings. Managed and troubleshoot the vendor issues and engaged them through escalation procedures.
• Troubleshot MQ queue request/response queue issues through Web view MQ tool. Managed the Web speed brokers through progress OEM and ran the scheduled jobs through FAST ARM.

Environment: IBM WebSphere Application Server, OEM Admin server/Broker, Web View MQ, FAST ARM, LINUX/UNIX Server, Tivoli, Control-M, JIRA, Nagios, Kourne/Bourne Script, Progress, SQL

Confidential

Senior Support Analyst

Responsibilities:

• Managed and reviewed Run Sheets, tape calendar and processing dates before sending to the clients on a daily/weekly and monthly basis.
• Responsible to ensure all response and resolution SLA’s are met for all incidents and service requests that are raised. Identified the gaps and filled the gap with process in the critical priority QRM meetings. Reviewed and provided the signoff for the morning status reports, daily application check out and heat map reports.
• Prepared the process documentation and periodic updates on the incident management contact list, incident management guidelines documents.
• Vendor management on the application server supported by the third party vendors. Managed the KEDB (Known Error Database) for utilization by the incident management team to ensure a faster response on known issues.
• Managed database cluster and documentum while patching the commercial servers. Managed Source Code Repository, Perforce and built configuration tools and CrusieContol.NET.
• Provided production support for the commercial technology group onsite which includes scheduling the patches for Wintel and UNIX servers.

Environment: IBM WebSphere Application Server, OEM Admin server/Broker, Web View MQ, FAST ARM, LINUX/UNIX Server, Tivoli, Control-M, JIRA, Nagios, Perforce, Progress, SQL

Confidential,

System Analyst

Responsibilities:

• Performed batch jobs as per the daily Run log in TANDEM, FILENET and AS/400 systems.
• Monitored the status of ATM’s, switches and links through TANDEM system filters.
• Backup in TANDEM system and monitored for successful completion.
• Through BASE24 switches performing refresh jobs based on the region.
• Built the packages for the database fixes and deployed the code/database/reports/DGS (Document Generation Service) templates to PROD and Non PROD (DEV/SIT/UAT/DR and training) applications.
• Performed deployments (codes, database, reports, DGS templates and .xml files) for PROD and Non Prod applications (CeLT, Basel, CREAM, CBBS and Strategy).
• Managed the source code repository, Perforce and Build configuration tool and CrusieContol. NET
• Worked with DBA’s for any SQL/Oracle script errors or issues.
• Provided support for commercial PROD and Non Prod servers (UNIX and Wintel) patching.
• Monitored all 4500 ATM machines status and provided online support on all type of alerts.

Environment: OEM Admin server/Broker, Web View MQ, FAST ARM, LINUX/UNIX Server, Tivoli, TANDEM, AS/400, SQL, BASE24

Confidential,

System Administrator

Responsibilities:

• Responsible for administration and troubleshooting of Novell 4.11 OS and Windows NT/98/2000/XPsystems.
• Integrated Window NT with Novell Netware based system and enabled Netware login services.
• Performed backup and restore tasks and configured print server to manage the n/w printers.
• Managed network connectivity, managed VLAN, troubleshoot routers, DHCP and other network related jobs.
• Managed the corporate FTP server, e-mail server and system user mail boxes.
• Implement, audit and enforce agreed system polices.
• Customized, implemented and administered FOURTH SHIFT (an MRP II from Fourth Shift Corporation, USA). Modules handled include AP, GL, Stores receipts, Sub-contracting & Purchasing.

Environment: FTP, E-Mail Server, FOURTH SHIFT, DHCP, Novell 4.11 OS and Windows NT/98/2000/XP Systems