Areas of expertise

• 5 years of experience in Application, Production Support and 3 years as a System Administrator.
• UNIX, Linux and Windows Operating systems.
• Shell Scripting, Java, VB, Perl, C , PowerShell, Python, Ruby programming languages.
• Agile and ITIL practices.
• Networking, Firewalls and Load balancers
• Application builds, deployments and releases.
• Banking, finance, healthcare, and e-commerce business domains.

Achievements

• Successfully installed, managed and upgrades Eagle investment systems web application.
• Worked on incident reduction project and reduced the number by 70 .
• Successfully handled builds, releases and deployments every week for the past one year.
• Built tools for load balancing on F5 devices using PowerShell.
• Successfully implemented logging standards for 200 applications under dell.com as a part of Black Friday readiness.
• Built tools for monitoring, alerting and reporting as described below
• Url Monitor: Monitors more than 200 intranet and internet application websites and alerts support teams if any website found offline or having issues. This was written in shell and fetches required information from Oracle database.
• Log Manager: Monitors application file system on more than 50 Unix/Linux servers. Automatically compresses and deletes old log files if any file system reaches its threshold limit. This was a shell script and fetches the configuration information from Oracle Database.
• Log Parser: Retrieves log files from multiple servers as per the given time-frame or keyword and fetches any specific errors. This was written in Shell and Perl with configuration information on local server.
• Get Server Stats: Retrieves server statistics like disk usage, OS version, VMware version, patch levels, network statistics etc. for a given application. It is a PowerShell script that retrieves the server information from CMDB and saves the report on local machine.
• Get LTM Reports: Connects to F5 BigIP load balancers, retrieves pool information and member configurations for given set of servers. This is used to compare configuration differences before and after deployments.

Projects

Application Management advisor

Confidential

• endor in the world. Most of its business is done over dell.com, one of the largest ecommerce websites in the world.
• I was a member of Dell Commerce Services Production Engineering group. This team is accountable for the stability of dell.com and controls the incident, change, and problem and release management activities in its production environment consisting of 4000 physical and virtual servers.
• DCS Production Engineering team follows ITIL for application support and Agile for proactive tasks. I acted as scrum master for this team with duties including sprint planning, tracking progress, driving scrum calls, backlog management and reporting to management.

Responsibilities:

• Providing L3 production support for high and critical incidents for applications running on 4000 Windows based physical and virtual servers.
• Capturing forensic data for root cause analysis.
• Troubleshooting .net web applications.
• Working on on-call basis for high and critical incidents.
• Checking the production stability when data centers are switched during deployments and making sure that there are no monitor fallouts.
• Testing new tools and software for support enhancement.
• Auditing applications periodically in areas like user access, OS and IIS versions, hardware infrastructure, network, security settings, certificates etc.
• Reporting weekly statues on team progress, proactive goals and continuous improvement.
• Working on various tools including Tealeaf, Gomez, ARX, AIX, Empirix, Splunk, SCOM, FogLight, Squaredup, Riverbed, etc for monitoring, troubleshooting and reporting production environment.
• Work on new application implementations including network setup, server setup, database design etc.
• Conducting planning sessions, coming up with RACI and action items for proactive tasks.
• Working on process improvement in the areas of production support engagement, incident and defect handling and in converting reactive actions to proactive.
• Companywide initiatives like holiday readiness, adopting new technologies and commercial and transactional reconstructions.
• Go to market activities like advertising app support, intra and inter organizational visibility and cross domain visibility.
• Attend check point calls during the deployments to provide monitoring updates, as to how the production environment is coping with the new code.
• Reviewing all Install/Rollback documentation towards technical accuracy and providing approvals for CRQs.
• Reviewing the test results off the layer and on the layer applications and providing signoff.
• Providing sign off for the changes over Go/No-Go calls after reviewing business and functional scope and impacts.
• Providing signoff for operational readiness tracker items to move the CRQs towards implementation
• Participating in Launch Checkpoint Calls to determine if there are any deviations from LOD and if rollback is warranted.
• Reviewing RCA and PKE Problem Known Errors drafts for High and Critical INCs.
• Providing approvals for closure of PKEs after validating the corrective actions.
• Knowledge transfer to L2 on new Problem Management fields.
• Innovative activities to simplify day-to-day activities.
• Creating and exploring new tools and techniques.
• Working on logging standardization, automated alerting and other automations to monitor servers and apps using VB and Powershell.
• Tracking slow performing pages and performance bottlenecks.
• Creating and maintaining the knowledgebase and sharing that with L1, L2 and other stakeholders.

Confidential

IT Analyst Production Support

• Agilent is an industry leading measurement service provider. The company has four business segments, Chemical Analysis, Life Sciences, Diagnostics and Genomics, and Electronic Measurement.
• Agilent Client Platform is a 24X7 support team providing second and third level support to multiple Agilent applications. This team deals with Application alerts, management, Service requests and other Linux/Windows server related activities.

Responsibilities:

• Providing Level 2 support to multiple applications related to healthcare and chemical engineering.
• Monitoring multiple applications running on windows and Linux servers.
• Monitored, maintained, and controlled hardware and software configurations in classified network environment.
• Identified and maintained inventory of items under configuration control.
• Prepared documentation describing the configuration state of each item under control.
• Conducted periodic configuration audits to verify that controlled items are configured in accordance with their documented state.
• Established and overseen change request and implementation procedures for controlled items.
• Application building and deployment using Jenkins and Hudson.
• Accessing Linux and Windows servers to fetch log files and configuration files.
• Worked on Remedy, HP service desk, WebEx, Filezilla, SQL tools, Windows RDP, and Citrix.
• Troubleshooting Java and VB web applications.
• Monitoring and troubleshooting application issues on daily basis.
• Maintaining KEDB and monitoring ticket queue for proper resolutions and updates.
• Automations of monitoring, alerting systems using shell scripts, VB and Perl.
• Perform application upgrades as per the given schedules with proper approvals.
• Administer and implement all new systems and ensure transition of plans to production.
• Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions
• Maintain schedule jobs and perform troubleshoot on processes and resolve all issue.
• Troubleshooting the issues and incidents raised by end users and requesting for configuration changes.
• Performance analysis and performance tuning Java applications on UNIX servers.
• Implementing the code and configuration changes suggested by developers.
• Recreating the issues reported by end user and recording that in detail in log files.
• Forwarding detailed log files to appropriate teams for further investigation.
• Performing outage activities, like log clean-ups, application recycle and running test transactions.

Confidential

Technical Lead App Support

AST Eagle Infrastructure Support is a 24 7 Support team providing technical assistance to the Eagle Investment systems application users, a Java and VB based application. AST Eagle Infrastructure Support group is giving second and third level support for any Infrastructure issues. All the infrastructure issues will be routed to AST Eagle Infrastructure Support team by the monitoring teams and business users.

My team is part of Asset servicing technology division which provides a full level of infrastructure support and configuration management for three tier applications running on Linux, Solaris, AIX and Windows platforms.

Responsibilities:

• Managing application for 6 different clients running over 200 UNIX, Linux and Windows servers.
• Providing support for Production, QA, Test and Dev environments for all 6 clients.
• Providing first and second level support in troubleshooting Eagle application and application server issues.
• Monitoring and troubleshooting Java web application.
• Managing file system utilizations on UNIX/Linux and windows servers.
• Managing CPU and Memory utilizations on UNIX/Linux and Windows servers.
• Managing over 120 websites running on Apache and IIS over UNIX and Windows servers.
• Performance tuning Java applications running on UNIX servers.
• Extensively worked on Eagle PACE, STAR, Message centre and SRM applications.
• Deep knowledge of database, system design, and technical architecture of the application.
• Interacted with client implementation team to understand the requirements and create technical design for inward and outward interfaces to/from Eagle.
• Built server and application monitoring tools with Shell and Perl and configured alerting systems.
• Connecting to Oracle databases of applications to monitor event status, troubleshooting issues and root cause analysis.
• Root cause analysis at application level and interacting with other teams for further investigations.
• Handling situations where some module is not working as expected Category: Troubleshooting
• Implementing code changes in higher regions for better testing control Category: Migrations with or without recycles
• Recycle stopping starting of engines, web services to pick up changes made to configuration and related files.
• Monitoring different server status, events during critical business hours Category: Monitoring Escalation
• Recycling of environments on a periodic basis Category: Environment recycle/ Routine maintenance
• Troubleshooting external and internal ftp file transfers.
• File drop, retrieval, FTP etc Category: General support
• Worked on ticketing tools BMC Remedy, HP Service centre.
• Worked on Precise, Toad, SQL tools for monitoring and accessing databases.
• Worked on HPOV, Tivoli alerting systems.
• Worked on IVT secure access, Putty to access UNIX/Linux servers.
• Worked on UNIX command line and job scheduling.
• Worked on Harvest Version control system for code implementations and migrations.
• Certifying the application modules after upgrades and migrations.
• Provided on call support on schedule basis.
• Daily interaction with business people, vendors and clients.
• Coordinating with UNIX, Windows and network admin teams in case of core server issues.
• Taking part in application and server upgrade activities.
• Handling change requests for various components of eagle application.
• Coordinating with all the other teams for any pending issues in the Work Queue and expedite the resolution process depending on issue severity and business impact
• Providing support for component migration for Eagle Infrastructure users and Application developers.
• Preparation and updating of Knowledge Repository.
• Ensure team's adherence to ITIL processes in the scope of the project viz. event, incident, problem management, request fulfilment, IT service continuity management, knowledge management, and risk management.
• To perform trend analysis of the issues and work towards minimizing the number of incidents and/or defects through various methods.
• Constant encouragement to the team and initiate value adds to the customer in the form of automation or other service improvement/transformation plans.
• Auditing tickets on a daily basis prepare daily reports, weekly reports monthly reports to track the SLA adherence and to facilitate the monthly review meeting of the project which involves the stakeholders.
• Preparing the monthly SLA report which will be discussed during the monthly review call involving management and client teams.
• Study the incident pattern / trend and work towards customer company's value add initiatives.
• Conducted knowledge sharing sessions within the project on ITIL framework, Six Sigma concepts and continuous service improvement model.

Confidential

System Administrator

Global ERP solutions is a provider of ERP Software Development and Data Processing. They Offer services like maintaining the databases, Electricity bill preparation, government projects like NSSN Cards for EPFO, Civil Supply cards etc.

Responsibilities:

• Administer Linux, Solaris and Windows servers.
• Manage local network and VPNs to external networks.
• Troubleshoot server performance issues.
• Setting up servers for applications and databases like Oracle and DB2.
• Install and manage DNS, DHCP, NFS, NIS and SAMBA servers.
• OS upgrades and patching.
• Disk management with LVMs, storage devices and software RAID.
• User management, disk quotas and AD LDAP integration.
• Backup, restore procedures and job scheduling using Cron.
• Hardware installations and Device management.
• Writing Shell scripts to simplify daily tasks.
• Managing firewalls, network switches and routers.
• Installation configuration of HP Open View network monitoring tools.