SUMMARY:

• Working at client location - H&R Block, One H&R Block Way, Kansas City, MO 64105.
• 12+ Years  experience in IT Technical support.
• Working as System Analyst - Devops Engineer, Application support Administrator, Production support, Application Build/Release management, Linux & Windows system administrator, Desktop Support Engineer,
• 7+ Years’ worked as Technical Lead.
• Experience in UNIX Shell scripting, SQL, Crystal Report Development/Admin, SharePoint Admin, Pl/SQL, PowerShell scripting and C.
• Worked as IT Analyst Infrastructure support - WINDOWS/Linux Servers, Desktop/Laptop, TFS and L1 (Voice & remote support).
• Worked as DevOps / Build & Release engineer - good experience in IIS, Apache, Tomcat, MS Build, Visual Studio, ABS Build, Jenkins and Elastic Stack: logging
• Ability to work any Administrative jobs with minimum training.
• Good experience in Service Desk support using the tools Remedy, Mercury, Unicenter, HPSM and Service-Now.
• Good knowledge in Finance, Healthcare and Retail Domain especially warehouse and Store operations.
• Since I have good knowledge in applications work flow I would be able to work as Business analyst and program coordinator/manager.
• Ability to work any technology with minimum training.
• Good Leadership Qualities and Result oriented, self-starter and able to work with minimum guidance.
• Worked for the clients H&R Block, IBC (Independence Blue Cross), HBI (HANES Brands INC), WellPoint, COMSTAR, H-E- B (Howard E. Butt) and Infrastructure Support for UST Global.

TECHNICAL SKILLS:

Operating System: WINDOWS XP/ 7/10/2003/2008/2010/2013, LINUX and UNIX.

Languages: C, C++, SQL, PL/SQL, UNIX Shell, power shell Scripting and java.

Database: ORACLE.

Tools: MS Build, Jenkins, Crystal Report, Toad, SQL Developer, SMS, CITRIX, Remedy, Mercury, Unicenter, HPSM, Service-Now, Pega BPM, ABS Build, IIS, Apache & Tomcat.

Hardware: X86, TROUBLESHOOTING Laptops, Desktops and Servers

WORK EXPERIENCE:

Confidential, Kansas City, MO

Systems Analyst

Roles & Responsibilities:

• Worked in client location as a Team lead and POC.
• Based on the business updates, prepared daily workloads for team members.
• Co-ordinate with the offshore/onsite team and share the job between the resources.
• Monitoring & reporting on standards & performance targets based on the team member performance.
• Resolve reported issues through code change or database update in accordance with mutually agreed SLAs and monitor team member’s tasks.
• Maintain proper documentation for all the recurring issues and about the applications in general to improve the efficiency.
• Prepare the test plans and review the deliverables to ensure the quality.
• Adhere to the UST standards in maintaining project documents.
• Preparing daily workloads for team members & coordinating the daily allocation of work.
• Handling new client enquiries and acting as the face of the business.
• Dealing with and resolving problems and issues which arise.
• Providing technical and business assistance to team members and new staff.
• Understand requirements through regular interaction with concerned stakeholders including counterparts in client’s office.
• Implementing new initiatives.
• Ensuring all administrative and IT records are entered and updated correctly.
• Providing prompt and accurate information on individual performance.
• Analyzed the assigned projects and distributed tasks to the members as per their area of expertise.
• Determined the duties and responsibilities of individuals in a team.
• Offered solutions to the top management regarding project-related queries and issues.
• Mentoring and training up junior and recruitment of new staff.

DevOps Engineer / Build and release Management / Linux & Windows application support Administrator

Responsibilities:

• Working from client location as a Team Leader
• Install system patches and application updates as directed.
• Participate in an on-call support rotation for providing after-hours support.
• Maintained over 300 REDHat Enterprise Linux servers and windows servers for various projects. Manage installation, monitoring and application deployment
• Build Windows servers, install, configure IIS for .Net applications and deploy the code.
• Build Linus servers, install, configure Apache and Tomcat and deploy the code.
• On call production support, troubleshoot servers and Applications related issues.
• Executing DB scripts and manage deploying all applications code on all Dev, QA, STAGING and Production servers.
• Supported various Development, QA and Load performance testing teams with various installations, code migrations and configuration on Linux/windows and Debian boxes.
• Lead the migration of java and .Net based applications and Works in a critical and 99.9% uptime environment
• Build, Install and configure TOMCAT, APACHE on Redhat Linux Servers and IIS for Windows servers.
• Deploy code files and install applications on Windows and Linux servers.
• Worked closely with Infrastructure teams- Security, network, F5.
• Good scripting skills (power shell/ Unix) and automate all the possible task to ensure smooth and risk free operation.
• Co-ordinate with other companies who partner with H&R Block for Accessing or Using Different Application Systems.
• Migrated multiple Applications running in Windows to Linux.
• Supported various project teams to implement new applications in UNIX/Windows environment and help to support them until its documented and handed over to the application support teams.
• Responsible for analyzing workflow, access, information, and security requirements and designing Linux/Windows system infrastructure.
• Fine tuning of applications as per the output results of Load and performance Team and Info Sec.
• Part of implementing SSO using Shibboleth, tomcat and apache.
• Responsible for analyzing workflow, access, information, and security requirements and designing Linux/windows system infrastructure.
• Worked closely with Software Engineering and Architect teams to isolate and repair problems as well as help drive the operational enhancements into the products.
• As per the analysis report sent by Load and Performance team the required actions are taken to resolve the problems and again handed over to the LNP team till a stable system is in place.
• Ensured all the processes are done as per the policies.
• Extensively worked with Linux/windows admin team to Patching of the servers in production/QA/DEV environment using RedHat Satellite servers.
• Share Point Administration support by increasing the quota of the site, creating, renaming, deleting of sites based on the request received from the user.
• Validations to the client servers LINUX/WINDOWS after upgrading the version / installing the patches and ensure uptime of the application.
• Providing Remote Support on the production servers and applications like Pega, Right fax, BPM, FileNet, Global 360.
• Responding to the automated alerts caused due to the technical issues in the Servers or Applications and take necessary remedy actions.
• Processing Security tickets by adding the user to the security groups to ensure that all the users have access to applications as per the Clients security policies.
• Helped QA team on improving automation of Scale/Performance testing for the last one years.

Lead Build and release Management Engineer

Responsibilities:

• Implement and manage the build and deployment processes for development teams using Microsoft Team Foundation Server (TFS) 2017.
• Automate Build Release processes using ABS script, MS Build and PowerShell or other scripting languages.
• Using web application called "Release Commander" and Service-Now which helps to keep track of each release history that goes through various production and non-production environments based on approval process.
• Administer TFS, including permissions, branching and source code policies and work item tracking.
• Troubleshoot compilation and build failures to help facilitate resolutions.
• Manage software releases across environments.
• Manage risks and resolves issues that affect release scope, schedule and quality Conduct Release Readiness reviews, Milestone Reviews, and Business Go/NoGo reviews Produce Deployment, Run Books and Implementation Plans.
• Develop and implement release management policies and processes following industry best practices.
• Coordinate multiple, simultaneous releases with project management, business analyst, development, testing and production support teams.
• Integrate automated builds and build artifacts into test environments, unit test harnesses, and code analysis tools using most appropriate languages and methodologies.
• Ability to introduce new techniques and technologies for new build systems and evolve existing systems.
• Maintain and develops scripts to enhance build and release process - Build Release Engineering, IT Release Engineering, Release Management, Software Release Change Management.
• Responsible for build and release automation tools and scripts.
• Build software and integrate software applications.
• Manage and administer Team Foundation Server - TFS, Visual Studio Team Services - VSTS, Team Foundation Version Control - TFVC
• Works with complex system design, CI - Continuous Integration, build pipelines.
• Solid knowledge of best practices, processes, and tools required to support application lifecycle management (ALM).
• Experience in Microsoft Team Foundation Server TFS 2013 Administration with TFS build engine.
• Experience in process automation and troubleshooting TFS builds and developer issues.
• Experience working with Active Directory groups.
• Manage all build and application servers for TCX and blockworks projects - more than 250 windows servers
• Work closely with the Development, QA, Infrastructure and Configuration teams to maintain release schedule for projects and infrastructure maintenance.
• Partner with Business, Leadership and Architecture teams to understand user experiences, risks, potential changes, enhancements and provide estimation to fulfill requirements.
• Lead configuration team to follow an automated process to review and receive approvals from respective teams for each change request that effects production servers.
• Scrum master for daily "Kanban" meeting to automate build and deployment of TCX/DBW applications to Development and QA environments using third party tools which has improved accuracy, reduced manual intervention and resulted in reducing manpower.
• Release Management with Managing the Production environment and help the team with Migration process from DEV to Production environments through QA and Staging environments.
• Managed a team to perform a complete test cycle as part of organization's disaster recovery trail that included replication of infrastructure, software installation and execution of alpha test cases and documentation of the whole process.
• Helped development teams and configuration team in implementing a stable TFS branching that suits best to handle build and release process requirements during production and non-production seasons.
• Automate build process using MS Build scripts that pulls code from TFS, compiles application based on the selection process, labels code and moves to the test/DEV environment.

Production Support Engineer

Roles & Responsibilities:

• Using HPSM & Service-Now for managing the help desk tickets (requests, incidents, problems and tasks).
• Used Unicenter & Mercury tool for managing/supporting the help desk tickets (incidents/Service).
• Primary support for the critical warehouse management applications called Infocare and MaxMc.
• After testing the resolution in Development environment, move the changes to Production environment using PPM process.
• Providing technical solution for the UNIX, SQL related application without violating SLA.
• Was the primary support for the critical warehouse management application called EXE.
• EXE application is written in 4GL language and has oracle as the database.
• Shell Script coding has been extensively used in solving various issues.
• SQL queries were extensively used to solve database related issues.
• Shell scripts have been used extensively for monitoring, enhancing and solving commonly occurring issues.
• Check whether scheduled jobs completed without any failure if any issues showing while running the job go through the script and resolve the issue.
• Good understanding of business logic for the retail domain and architecture.
• Involved in Bug Fixing for Production Support and in enhancements of the project.
• Involved in troubleshooting and resolving issues on Production system.
• Check whether scheduled Autosys jobs completed without any failure if any issues showing while running the job go through the PL/SQL, UNIX scripts and resolve the issue.
• Supporting healthcare applications infocare and maxMc without violating SLA.
• Shell scripts and PL/SQL have been used extensively for monitoring, enhancing and solving commonly occurring issues.
• Coordinate on tracking status, providing updates & resolution confirmation.
• Monitoring Autosys jobs, if any failures go through the scripts and fix the issue.
• Involved in validation and verification of defect fixes and business requirements.
• Investigate the cause of Job Failure based on the logs.
• Knowledge transfer and technical mentoring of new comers on the architecture and technical support system of the existing applications.
• Resolve production issues through code change or database update in accordance with mutually agreed SLAs.
• After testing the resolution in Development environment, move the changes to Production environment using PPM process.
• Maintain proper documentation for all the recurring issues and about the applications in general to improve the efficiency.
• Prepare the test plans and review the deliverables to ensure the quality.
• Providing technical and business assistance to team members and new staff.
• Preparing daily workloads for team members & coordinating the daily allocation of work.
• Dealing with and resolving problems and issues which arise.
• Handling new client enquiries and acting as the face of the business.
• Part of Data warehouse team, analyzing data based on client information and preparing the SQL query.
• Escalate failures to the appropriate Second Level Support Resource.
• Escalate and resolve blocking/performance issues which could lead to incident/batch window non-compliance.
• Analyze the extent to which the data has been loaded/ transformed, and impact of fix on the data warehouse.
• Crystal Report Administrator and Developer.
• Crystal Report schedule, managing report objects.
• Create/Changing Crystal report based on user request.
• Automate to Generate reports and sent it to the client partner using Unix scripts.
• Managing Crystal Report production Servers, CRD report scheduler.
• Involved in monitoring production report jobs and fix the issue.
• Crystal Repository and Troubleshooting on Crystal Enterprise.
• Managing and supporting Crystal Report Servers, VISR servers and network issues.
• Managing Crystal Report Enterprise, Commerce Server and content management servers.
• Managing Report schedule, report objects, user accounts, folders and reports on Crystal Report .
• Analyzing the issues Failed instances, Error messages, slow response time.
• Report development support (changing report criteria’s) using SQL query on Crystal Report .
• Changing Crystal report based on user request using SQL Query.
• Managing Crystal Report Servers, CRD report scheduler.
• Validations to the client servers after upgrading the software’s / installing the patches.
• Handling all network related issues for the account.
• Experienced to prepare unsolicited business proposals.
• Responsible for one to one interaction with onsite POC to study the existing applications and the current support work.

System Administrator

Roles & Responsibilities:

• Lead and Onsite POC at client site
• Used Remedy tool for managing the help desk tickets (incidents/Service).
• Incident creation and tracking through remedy application.
• Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.
• Supporting Laptops, Desktops, servers, switches and Routers in client location.
• Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk staff.
• Leveraged extensive experience in multiple operating environment including mainframe connectivity and security, Windows NT/2000 workstation and server and Unix.
• Earned solid reputation for resolving complex issues and providing exceptional customer service.
• Fixing routers, switches and servers at client site.
• Configuration and remote support of client network elements in coordination with global network delivery and support team.
• Involved in support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records in Help Desk.
• Supporting network related issues at Client site (Comstar).
• Installed, configured, maintained, and supported all servers, desktops & Laptops within the network.
• Set up AD user accounts/permissions, reset passwords, and administered group policies via DRA and Active Directory.
• Trouble shooting QAD Application, WINDOWS/ LINUX server related issues at Client site.
• Handling Backup Strategy & ensuring scheduled / unscheduled backups as per the plan.
• Administering user and group, Accounts, Server rebuilding, Hardware Upgrading,System performance Monitoring (WhatsUpGold).
• Managing data center tasks at client site.
• Taking manual QAD data backup from Linux server.
• Installation of server operating systems in server machines at client site.
• Trouble shooting hardware, software & network related issues at client site.
• Configuring, trouble shooting, deploying desktops, laptops, server.
• Installing and configuring software’s on Desktop and Laptop machines at client site.
• Monitoring network connectivity at client site.
• Taken responsibilities for maintaining Windows Patch Updating.
• Design, maintain, and repair the COMSTAR passive network (cables, hubs, patch cords, and panels) and active hardware (switchers, routers, hubs, and network cards).
• Document system procedures and train other personnel in the department to function as a backup. Train users in use of software, hardware, and network systems.
• Experience in deploying Ghost images remotely in vast environment by using the applications Multicast Server and Norton Ghost Server 2003.
• Creating & Deploying OS images and deploying using SMS, RIS, Norton ghost
• SMS client management and software package deployment
• Email client configuration, MAPI, HTTP, RPC/HTTP
• Installing, configuring, troubleshooting Tally Server machine.
• Taken efforts in maintaining Server list in AD, DHCP.
• Taken responsibilities for maintaining Windows Patch Updating through GFI LAN Guard.
• Taken sustained efforts to maintain security systems Antivirus at all Systems in the company.
• Installing Windows OS’s, IBM software such as Web Sphere Application Server, WSAD, Rational application Developer, DB2 Client and DB2 UDB Enterprise Server Edition V8.1 etc.
• Receive, investigate and respond to user questions and problems encountered with hardware/software.
• Install, configure and maintain workstation computers and other related hardware components, network cards and software.
• Managing all types of issues on Desktops/Laptops.

Software Used: Basic UNIX Shell scripting, Oracle 9i, SQL Developer, Crystal report 9, C, C++, Putty for connecting to UNIX application, Novell client for VLAN connection, Commerce Server and content management servers, Crystal Report Enterprise, CRD Seven - Enterprise Edition, Crystal Report Enterprise, Toad etc.