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Application Support Analyst Resume

Belmont, CA

TECHNICAL SKILLS:

Network Fault Management Tools: EMC Ionix Smarts, Netcool

Scripting languages: Unix/Linux Shell Scripting, PERL, ASL

Programming Languages: SQL, Java

Databases: Oracle, MySQL, SQL Server

ERP: NetSuite

Analysis and Reporting Tools: Splunk, MS Excel

Service Management Tools: JIRA, BMC Remedy Incident Management, ServiceNow

Operating Systems: Linux, Solaris, Windows, MacOS

Proficient in: Microsoft Office

PROFESSIONAL EXPERIENCE:

Confidential, Belmont, CA

Application Support Analyst

Responsibilities:

  • Analyzed and resolved issues reported by customers in the production environment taking into account the stringent SLAs
  • Co - ordinated with Level 1 support, Level 3 support and external vendors to resolve issues which are beyond the scope of Level 2 support
  • Co-ordinated with business users, finance ops and sales representatives to resolve issues
  • Tracked tickets lifecycle to bring them to closure using JIRA etc
  • Documented, maintained and updated system/training documents and manuals
  • Provided training to clients and end-users
  • Planned, reviewed and revised configurations and customizations of NetSuite as needed to meet the evolving needs of business including creation of fields, developing NetSuite workflow rules, custom forms and roles/permissions
  • Assisted with data cleansing, code optimization and data maintenance efforts
  • Worked on end to end integration testing, participated in UAT during product release/update
  • Used querying tools such as Splunk and SQL to analyze logs and create operational reports
  • Prepared weekly SLA compliance reports and L2 progress reports
  • Participated in weekly discussion with stakeholders regarding the compliance reports, previous week’s high priority tickets and steps to improve the team’s performance

Confidential, El Segundo, CA

Associate Solution Designer

Responsibilities:

  • Worked on multiple Confidential secure contracts
  • Gathered business requirements, analyzed, designed, developed, tested & supported the monitoring applications
  • Prepared necessary project documentation - HLD, LLD, test reports, manuals
  • Performed migration activities such as updating EMC Smarts customizations, configurations, shell scripts, ASL scripts etc as per the new version
  • Analyzed and carried out compatibility checks on the OEL (Oracle Enterprise Linux) environment
  • Participated in ORT and assisted users during UAT
  • Assisted ASG during issues in production environment
  • Created reports for sporadic alarm floods, errors using SQL/Excel
  • Troubleshot the inventory systems (Database) using SQL and used Excel to analyze the data discrepancies

Confidential, El Segundo, CA

Solution Designer and Onsite Co-ordinator

Responsibilities:

  • Gathered business requirements and developed design specifications
  • Converted design specifications to technical requirements
  • Prepared necessary project documentation associated with implementation HLD, LLD, manuals
  • Worked as the Onsite coordinator for all BAU (Business As Usual) activities in Nestle / Nespresso account
  • Supported the migration activities such as data cleansing, inventory uplift etc
  • Troubleshot the inventory systems (Database) using SQL and used Excel to analyze the inventory data discrepancies
  • Worked with the Network Operations team to identify the issues with service assurance domain, inventory systems, ticketing systems and fine tuned the process to provide the Operations with accurate monitoring
  • Co-ordinated activities with the component teams at offshore (Bangalore, IND) for development, issue resolution etc
  • Assisted Ops during UAT and issue resolution

Confidential

Senior Software Engineer

Responsibilities:

  • Analyzed and resolved issues reported by customers in the production environment taking into account the stringent SLAs
  • Responsible for production environment deployment activities
  • Responsible for writing scheduled jobs, housekeeping scripts, archiving and backing up old logs, providing user access and grant privileges, implementing shell scripts to automate daily monitoring activities and generate reports via email
  • Implemented shell scripts to backup old logs from production server to another housekeeping server
  • Created reports for sporadic alarm floods, errors using SQL/Excel
  • Gathered requirements, analyzed and designed optimal solution
  • Co-ordinated with E2E/OSS design teams during the CA/CFT phase, gathered requirements, provided estimates, documented the requirements document, HLD, LLD and obtained sign-offs from E2E design team and Confidential Architects
  • Single point of contact for technical issues impacting delivery
  • Implemented hook scripts, post discovery scripts, trap processing scripts in ASL
  • Implemented shell scripts to schedule and automate the device discovery process in Smarts
  • EMC Smarts setup and configuration such as
  • SAM (Service Assurance Manager) setup and configuration
  • APM (Availability and Performance Manager) setup and configuration
  • Escalation Policies, server tool, client tool, Notification lists setup and configuration.
  • Trap Adapter configuration
  • Syslog Adapter configuration
  • Notification Lists configuration
  • Upgraded Solution Smarts applications from Smarts version 6.2 to 8.1 and migrated to OEL (Oracle Enterprise Linux) environment from Solaris 9
  • Updated the shell scripts & Smarts customizations as per the new version and OS environment
  • Performed unit testing and assisted users during UAT

Confidential

Senior Software Engineer

Responsibilities:

  • Handled / discarded traps via the Trap Adapter.
  • A string dictionary was used to handle traps based on key/value pair.
  • The key/value pairs were made persistent by creating a driver which runs as part of OI.
  • The driver read rules from an ASL script and input from a text file which had the key/value pair separated by a field separator
  • Pruned the interfaces on the P routers which are not connected to the Alcatel devices
  • Enriched notifications via DXA scripts.
  • Provided support during integration testing

Confidential

Software Engineer

Responsibilities:

  • Setup and configured the Confidential in house built gateway) to fetch alarms from Confidential Netcool to Smarts
  • Implemented PERL scripts to insert events into the Netcool Object server
  • The events from Netcool object server were fetched and converted into trap format. The traps were then processed by the trap adapter to display them as Smarts notifications
  • Prior to this, socket gateway (product of IBM) was being used to fetch events from Netcool in text format and a Syslog Adapter was configured to process the events and convert them into Smarts notifications
  • Involved in support activities of customizing the dashboard, setting up of operational views, summary and notification log viewlets, user profile, user accounts etc

Confidential

Application Support Analyst

Responsibilities:

  • Analyzed and resolved issues reported by customers in the production environment taking into account the stringent SLAs
  • Troubleshot the inventory systems (Database) using SQL and used EXCEL to analyze the data discrepancies
  • Responsible for production environment deployment activities
  • Responsible for writing scheduled jobs, housekeeping scripts, archiving, discarding of old logs, taking care of user access restriction, log monitoring and backup, writing shell scripts to automate daily monitoring activities and generate reports, automated emails etc
  • Tracked tickets lifecycle to bring them to closure using Bridge Clarify
  • Prepared weekly SLA compliance reports and progress reports
  • Provided test support and quicker issue resolution / bug fixes
  • Worked on enhancement requests

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