SUMMARY:

• Strong working experience in the area of Application Production Support, Analyst, Tester, and Release Coordinator within End User Support, Ticket Software, Batch, Change Management, Mobile and Web applications on various skills
• Provided production support through phone, email, chat, and personally face to face if needed.
• Monitored the trouble ticket queue, includes tickets generated from alarms within a particular application.
• Batch Monitoring and Scheduling, start/stop database jobs in Oracle/UNIX. Monitoring the database in the production environment includes validation data.
• Trouble Shoot and Problem determination for interfacing applications that have the potential to impact an application and also support high availability, automated 30 minute recovery including process flows/scheduling, automated vs. manual scripts.
• Expertise in writing SQL queries using TOAD, SQL Developer, MS SQL Server 2008, and other tool as needed.
• Very Good experience with UNIX commands, FTP Tools, Releases, Scheduler, Ticket Software etc.
• Experience with PL/SQL, Shell script, putty tool, Exceed, VI editor, Connect Direct, etc
• Basic Experienced in programming languages like VB Script, html, css, JavaScript, C++
• Proficient with checking, staging, and installing all software releases on UNIX Solaris servers Also provided (7 x 24), fault coverage while supporting the platform.
• Conducted User acceptance testing (UAT) to validate the application, to check that the application or Particular MR meets all the requirements
• Experienced in Monitoring and Verifying Application backup in ORACLE, archiving strategy using VERITAS Net Backup for the Production
• In - depth knowledge of Software Development Life Cycle (SDLC), ITIL and Agile
• Excellent analytical and problem solving skills with experience in diversified software technologies with quick learning capabilities
• Demonstrated leadership and organizational skills along with strong verbal, written communication skills and interpersonal skills

SKILL:

Operating Systems: UNIX, Windows XP, Windows Vista, Windows NT.

Middleware: BizTalk, Tuxedo, VERITAS, MQ Series, Connect Direct, Tivoli.

Database Servers: Oracle 9i, Microsoft SQL Server 2008, Informix, and MS Access.

Languages: SQL, PL/SQL, VB script, Power Builder, C++, UNIX Shell Script

Others: Splunk, Jmeter, CFI, Toad, MS BIDS, Active Directory, Appworx, ControlM (Batch Monitoring), Web Sphere.

Ticket Software: ServiceNow, JIRA, Heat, IBM Maximo, Confidential & Confidential ACTT, IBM RMS, IBM CATS, Sablime.

EXPERIENCE:

Confidential, Basking Ridge, NJ

Senior Application/Production Support Analyst

Responsibilities:

• Support My Confidential Mobile (MVM) application for both iOS/Android Post pay as well as Prepay Users.
• Monitored, resolved/rerouted, closed Service Now tickets created by VZW users.
• Search, Investigate, Trouble Shoot and Problem determination for the issue that have the potential to impact an applications and customers.
• Created alerts and reports (daily, hourly, change control) using shell scripting
• Created Alerts/Dashboards/reports on Splunk
• Using Splunk to check application server and web server Logs for errors and exceptions
• Coming up with REGEX based on the log format for any new application added in scope so that Splunk could identify the logs start.
• Creating alerts (logs rolling, critical error) in Splunk to avoid/alert any outages
• Use Splunk to create custom fields based on requirements and create report based on the same
• Created/modified stored procedure to populate the summary tables in production with the daily unique MDN and Session ID for various application and DWH feed counts to monitor the trend and identify the issues
• Supported the QA group in Change controls/off releases by performing Sanity testing as a pre change and post change validation.
• Performed daily Morning Sanity test and sending report to management
• Creating and maintaining UNIX scripts to automate the various reports.
• Creating alerts, scripts and reports to identify issues earlier and minimize customer impact.
• Use Wily to monitor the application performance metrics like response time, heap size, database connection pool, CPU etc.
• Monitoring the Google Play/App store market feedback to identify the customer concerns and generate feedback report to be sent to management.
• Supported application deployment during Change controls and Enterprise Releases to test the applications.
• Participating in the approach meeting for the various projects and enhancements and identify the impact to the current scripts in production
• Writing CR and defects in Quality Center for the issues and enhancements in production.
• Generate stats from production Data base after change is implemented.
• Ensure the Data warehouse feeds are properly generated and transferred to DWH
• Track the issues found and coordinate with the interfacing teams for issue resolution and closure.

Confidential, Woodbridge, NJ

Production Support Analyst

Responsibilities:

• Support day-to-day operation of the InSite (Retek-based RMS) back office system for the Retail Stores of Confidential Corporation. Oracle database front and back end support and modifications, SQL tuning, Forms and Reports support within the technology PL/SQL Oracle, Toad, UNIX, Appworx, Active Directory, Web Services, Discoverer Reporting Tool, Ticket Software etc.
• Monitored, claimed, resolve/escalate, and closed the trouble ticket in Heat & IBM Maximo Ticket software. All tickets needs to investigate the root cause of data defects, and alter to resolve the problem by following company policy.
• Monitor nightly batch processes through Appworx and resolve job aborts for the application and data warehousing. Performed fine tuning on existing reports, created and maintained in Oracle discoverer reporting tool.
• Verify the transaction file is not duplicates in database and take action as needed Notify the store if they are sending the transaction files for the future date and escalate to help desk to lock the store.
• Run monthly report to have all stores closed compliance for previous month. Create the transaction data file to load in database using python script. Process the data file through script to load the transaction in database. Verify all sales are posted for the store and business day
• Restart the service of Discover oracle reporting tool for managers to analysis, research about the store. Check the logs; discover process, how many users’ logon, etc. to resolve the problem. Availability of system, bounce the application when it's down.
• Determine the root cause of job fails in Automated Batch processing tool, Appworx. Investigate the root cause of job, fix and release the job to complete the batch job.
• Performed root cause analysis of data quality issues and interacted with other team to correct accurate data to users, production and EDW.
• Extracted data from Excel data files and Oracle DB using Toad software to load into a database as per requirement of ETL Process.
• Modified UNIX script to support the daily operations.
• Provided in-depth analysis to resolve production and application issues.Provided a concrete explanation of resolutions to issues, inquiries and requests.Resolved data quality issues raised by end users in each of the applications.
• Develop Functions and Procedures to Correct the HQ errors to compliance retail accounting. Interact with price book team to alter the UPC, sku as needed based on HQ errors from retail accounting.
• Development and Modified existing Oracle PL SQL procedures, functions to add new functionality and to optimize the performance.
• Grant the employee to access of employee resource center, store POS Register by running scripts, batch job and Sending the employee file to store. Pre check done as needed to grant the access. Enable the account as needed.
• Manage active directory and alter the marketing leader/store as requested from retail accounting to grant access to research store performance by product, sale, promotion, price change, etc.

Confidential, Dayton, NJ

Ecommerce Manager

Responsibilities:

• Design and Develop ecommerce business and maintain it on a weekly basis. Analyzed testing process by creating reports and graphs.
• Support and Resolve the any production issue within short duration of time or instant.
• Validate the transaction files records and load if required.
• Responsible for online product listing, marketing, other promotion, shipping, customer service, and financial transactions.

Confidential, Piscataway, NJ

Application Support Analyst

Responsibilities:

• Monitor nightly batch processes through ContolM Scheduling software and resolve job aborts for the application and data Backup, warehousing. Performed fine tuning on existing reports, created and maintained in Oracle discoverer reporting tool.
• Created entity relationship diagrams and multidimensional data models, and diagrams to support production, and, reporting purpose.
• Used Shell Scripts for creating logs, testing and installing releases of software.
• Responsible for managing, the application software implementation and change, as well as production support for the application.
• Other Core responsibilities included checking, staging, and installing all software releases on UNIX Solaris servers. Also provided (7 x 24), fault coverage while supporting the platform.
• Assist to team to create many enhancements making the process more efficient as well as reliable.
• Monitoring and Verify Application backup in ORACLE, archiving strategy using VERITAS Net Backup for the Production.
• Conducted User acceptance testing (UAT) to validate the application, to check that the application or Particular MR meets all the requirements.
• Monitored the trouble ticket queue, includes tickets generated from alarms within a particular application. Trouble Shoot and Problem determination ( includes working with NLP,LECs,CSC,PSG ) for interfacing applications that have the potential to impact an application and also support high availability, automated 30 minute recovery including process flows/scheduling, automated vs. manual scripts.
• Receive alarms on late deliverables and executed appropriate processes taking care to avoid system contention issues.
• Deployment of QA’d executable and reference data files into the Production environment through formal release processes. Apply and validate requested changes to the Control-M structures.
• Deploy all changes to the Tuxedo environment.
• Analyzed Business Requirements document and Functional Design document.
• Created test plan, wrote design steps, called a test with parameters, linked tests to requirements. Analyzed testing process by creating reports and graphs. Conducted test executions manually and evaluated test results and attended daily/weekly meetings to discuss the high severity defects with the developers.

Confidential, Middletown, NJ

Release Team Member

Responsibilities:

• Business Maintenance Platform (BMP) provides an integrated ticketing and trouble resolution system for Nodal, Switched, Private Line, Frame Relay, IP, DSL and ATM circuits
• Create or Built package and install on both production and disaster environment using UNIX and sablime skills to deliver application software on schedule date.
• Involved in production issues and created Modification Request -MR to ensure fixes with the development team using Sablime Software.
• Conducted User acceptance testing (UAT) to validate the application, to check that the application or Particular MR meets all the requirements.

Confidential, Morristown, NJ

Application Support

Responsibilities:

• Created entity relationship diagrams and multidimensional data models, and diagrams to support production, and, reporting purpose.
• Enhanced Financial Accounting System for tax organization of Confidential in oracle 8I databases on HP-UNIX server. Financial Accounting System provides capabilities to process tax payments (checks & wires) and journalizes them to Confidential ’s ledger of records in SAP.