SUMMARY

• Extensive experience in providing 24/7 Application production support for Mission critical applications.
• Highly proactive, quick learner and excellent team player with strong interpersonal skills.
• Innovative problem solver, able to see the business and technical sides of a problem.
• MCP, MCSA 2003, CCNA.
• Available to relocate nationwide.

TECHNICAL SKILLS

ENVIRONMENT: S: Solaris, Linux, UNIX, Windows

LANGUAGES: Java, .NET, C/C#, Shell, Assembler, Visual Basic, JCL, HTML

RDBMS: Oracle11g, SQL Server, Rapid SQL

TOOLS: Clear Case, HP Quality Center, HP Service Manager, Service Now, Remedy

JOB SCHEDULERS: Autosys, CONTROL - M

ETL TOOLS: Power Center Informatica, IBM Infosphere Information Server

MONITORING TOOLS: Splunk, Dynatrace, Sitescope, OpenNMS, WhatsUp Gold

CI/CD Tools: uDeploy, Quality Centre, Jenkins, Ansible, Nexus, Metacenter, JIRA, GitHub, Stash

PROFESSIONAL EXPERIENCE

Confidential, Utah

Sr. Production Support Engineer

Responsibilities:

• Managed Production issues with Asset Management applications for Front Office, BackOffice & Trading.
• Timely investigated trade processing exceptions, data feed issues.
• Daily system and application health checks are performed to ensure smooth running of the applications.
• Providing support during weekend server patching and Maintenance activities for both Prod and Non Prod.
• Conducting weekly incident/problem management calls with Development teams. Engaged in PRC calls with Development team to track the status of the release.
• Actively engage in process improvement and alert monitoring through weekly problem task data analysis which has helped increased closure of tasks by up to 30%.
• Facilitate support for new applications through meetings with developers, documenting new processes and training support teams.

Confidential, Raleigh, NC

Production Support Engineer/Release Engineer

Responsibilities:

• Responsible in Front Line Production support for Java/.NET based FIMT PaaS frameworks, applications, services, and infrastructure.
• Providing support for all Data Integration tool (Informatica), Middle-Tier Services (Tomcat, HYperic, Tibco EMS)
• Assist in the pre-production testing of application upgrades and responsible for assisting in the
• Deployment of the production ready products.
• Record, track, and document the problem-solving process, including all successful and unsuccessful Decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, Development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
• Participated in DR activities.
• Co-ordinate weekly status call with Dev team on pending issues in the application.
• Provide on-call and off hours support for application during weekend rollout schedule.

Confidential, Irvine, CA

Sr. Production Support Engineer

Responsibilities:

• Provide 2nd level Global Application Support to all investment systems for Fixed Income, FX, Equity, CRD, and Accounting & Settlement to highly demanding business users.
• Interface effectively with Capital Group’s trade floor, middle office, fund management and custodians.
• Support Autosys batch processes involving Power center transfer and perform troubleshooting by looking at UNIX scripts, stored procedures or database SQL processes, running database queries and reviewing data to determine point of failure.
• Supported J2EE, Cobra, Order Entry systems running C#, Tibco Rendezvous on Web logic cluster on a distributed computing environment.
• Worked as communicator with business analysts and implementation teams regarding to change requests and prioritization of all bugs.
• Managed multiple and concurrent projects to make sure about the completion of work within the defined scope, budget and time.
• Worked with users/clients to investigate back end system queries, and research transaction flow as required on Sybase/Oracle DB.
• Leading major incident calls, leading problem management and writing post problem reviews.
• Create and maintain the documentation of processes and procedures followed for resolving Production issues.

Confidential, Raleigh, NC

Business Application Support

Responsibilities:

• Provided Front-line production support for Capital Markets Products (Fixed Income, Equities, FX), Trading environments, sales & research applications, data, performance, CRM issues from user’s groups and external clients globally.
• Resolved client’s applications questions or problems over the telephone in the areas of system configuration / setup, product functionality and bugs/enhancements.
• Timely investigated trade processing exceptions.
• Provided Bath monitoring for all Control-M jobs with ARC sales application.
• Troubleshoot Research Application for IPAD & iPhone.
• Troubleshooting software interfacing with mail clients: MS-Exchange, Outlook CRM.
• Ensured that proper system checkout is performed daily.
• Completed CTI telephony set up for Avaya, Turret phones in CRM.
• Log all incidents received via phone and emails in Remedy/ITSM.
• Ensured all service levels for issue escalation and resolution were met.
• Successfully tested all Applications involved with weekend checkouts for upgrades.
• Maintained SharePoint and Wiki pages with resolution.
• Collaborated with Development, QA teams, and business partners to resolve incidents and as necessary scheduled fixes.
• Knowledge of ITIL concepts/foundations.

Confidential, New York, NY

Application Support Analyst

Responsibilities:

• Monitor Servers for connectivity and running services.
• Provide Application support to clients with Online Content Management Systems software.
• Responsible for Troubleshooting with Application, including network related services (DNS, shared e-mail, shared Microsoft Exchange) and value-added services for servers (firewall configuration, load balancer configuration).
• Provide timely responses to customer inquiries through phone and email.
• Follow-up on existing support tickets and ensure that proper escalation occurs for unresolved issues.
• Use Salesforce CRM Ticketing system to track all customer communication.

Confidential, New York, NY

Application Support Engineer

Responsibilities:

• Real-time monitoring of the data feeds daily for electronic trading applications and financial content.
• Troubleshoot order entry and market data connectivity issues with clients, exchanges, market centers, and network providers.
• Identify and resolve system-wide issues on market data servers.
• Interact with field engineers, communication technicians, and end users via phone.
• Utilize monitoring tools to check system, application, database, network behavior, and performance.
• Monitor SQL Server for QFS file system.