SUMMARY

• Over 10 years experience in Information Technology and Telecommunication sector, with 7+ years in service delivery, technical support, and Managed Service projects within enterprise application software/hardware infrastructure environment by deploying, troubleshooting, monitoring, maintaining, and supporting daily operation task
• Expert system support for all UNIX/Linux based software by implementing, monitoring and maintaining systems and application softwarerunningunder UNIX/Linux by providing optimum system performance and availability.
• Strong technical operation support experience in Unix/Windows operating systems and databases by providing strong IT production technical application maintenance; Expert knowledge of business processes transformation to IT processes using ITIL best practices
• Strong experience in infrastructure implementation, technical support and troubleshooting on - site/off-site operation team; proven knowledge in Linux /Unix, AWS, Oracle and scripting tools such as Bash

TECHNICAL SKILLS

Operating System: Unix/Linux(IBM AIX, RedHat, Suse, Centos, Ubutu) Servers and Microsoft Windows Server 03/08/12

Database: Oracle, PostgreSQL, MySQL, MS SQL

Technologies/Protocols: TCP/IP, SMTP, FTP,SSH/Telnet, DNS, DHCP, HTTPS, Citrix XenApp, XenDesktop, Switching, VLAN, VPN, Huawei ETL-BDI solutions, Apache Tomcat, IBM WebSphere, Oracle WebLogic, Hadoop

Service Management/ Tools: Incident ticketing tools(Zendesk, OS ticket, Invgate Service Desk, SugarCRM ITSM), Huawei iDeploy tool, Solarwinds, Nagios, NetApp backup, VMware - VirtualBox, RedHat Enterprise Virtualization Manager and Hypervisor, Unix Scripting/Automation tools-Ansible, JIRA, Change management, Incident management, Problem management

Methodologies: Agile/Waterfall methodology (DevOps Team)

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Consultant - Support Engineer

Responsibilities:

• Troubleshoot customer connectivity issues on both Legacy and IgniteTV services.
• Hands-on experience using various Rogers’ troubleshoot tools - Maestro/ICM, IP Diagnostic - SMP, Xray, FTR, Supersystem Graphic Interface - SGI for billing processes, EMT/RYE for email task
• Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements
• Update customers Ignite packages & Smart Home Monitoring
• Provided software troubleshooting support for remote field teams and customers.
• Performed functional testing application software for correctness during UAT

Confidential

Sr. Application Support Engineer

Responsibilities:

• Configured control and data flow for data sources for extracting and loading data from Big Data Integration(BDI) to Hadoop, Enterprise Data Mart(EDM), Lightweight Summary(LS), Data Mart(DM) layers; Configured packages for control flow, data flow elements, event handlers using the GUI
• Integrated data from various heterogeneous systems like multiple databases and file-based systems using Huawei ETL tool; connected to anMS SQLServer Database and Oracle Database to integrate the data into a third party system; Maintained application stop, start, re-start services
• Prepared well-detailed Functional Requirement Specification(FRS) documents based on customers’ request ; Automated job scheduling and application deployment by connecting applications and workflow processes to quickly and reliably deliver digital business services using iDeploy and BDI
• Managed E2E project Software Development Life Cycle(SDLC) from requirement gathering, analysis, testing, deployment, maintenance, and support to the production environment for over 25 million subscriber base
• Strong collaboration with Developers by ensuring new environments meet requirements and conform to best practices; delivered and handled project scope, deliverables, schedules, cost and developed plans to mitigate risk
• Ensured successful and timely installation according to rollout plan and gave feedback to key BI project stakeholders

Sr. Application Support Analyst

Confidential

Responsibilities:

• Provided 24/7 technical support for Unix/Linux production environment running on OpenSuse OS to resolve and troubleshoot billing issues for both prepaid and postpaid subscribers; Configured and maintained background jobs using Bash script to automate task
• Ensured Test Cases(UAT) are documented and carried out testing activities with customer’s application; Configured flows for prepaid and postpaid subscribers CDR on Mediation platform
• Gathered requirements based on customer’s service request and implemented on Mediation & PRM-roaming using Requirement Management System(RMS); Ensured quick response and resolution for VOICE, SMS, DATA(GPRS,LTE) subscribers and restore service outages.
• Diagnosed and resolved technical roaming application incidents of TAP files; coordinated responses to incidents / requests with service partners (infrastructure, data management), 3rd party vendors and ensured customer is kept up to date with progress.
• Worked in accordance with established SLAs, and agreed timescales for delivery of solutions with customers; Identify root causes and prevent recurrence with well defined actions
• Coordinated infrastructure application upgrades according to agreed upgrade schedule and within the change management practices defined.
• Reconciled complex data sets, CDR’s, billed and unbilled customer data, provisioning systems
• Analyzed, defined and documented requirements for data, workflow, logical processes, hardware and operating system environment.
• Manage day-to-day issues including health checks of application and process, working closely with end users, development staff and infrastructure teams, to prioritize and resolve and/or mitigate the outages

Confidential

Support Engineer

Responsibilities:

• Troubleshot, traced and performed root cause analysis(RCA) of customer’s Call Detail Records with the purpose of understanding or making conclusions from the data on both database and Unix platform
• Maintained IBM-AIX Unix servers and PL/SQL and MS SQL to retrieve customer information on the database; Maintained Mediation/Provision/PRM/Billing systems and other application on IBM enterprise servers; Implemented and configured Microsoft 2012 Server datacenter version
• Monitored & maintained the equipments and servers, ensuring functionality of the system keeps in line with agreed SLAs, Issue/Incident Management/Response & Change Management, etc.
• Maintained of SOP key actions which include alarm analysis and handled data backup using NetApp backup tool for business continuity and disaster recovery; configured and maintained storage hardware and upgraded firmware
• Liaised with Visafone Revenue Assurance/System Control team to avoid any form of revenue loss; provisioned of new RUIMs on Customer Care & Billing System for both voice and data lines.
• Configured new data(both Blackberry & Non-BB)/voice plans for both prepaid & postpaid subscribers as specified on Functional Requirement System(FRS).
• Validated, traced & analyzed of CDRs with the purpose of understanding or making conclusions from the data for decision making purposes.
• Investigated occurrence of fraud, embezzlement, and theft as requested by both Visafone and Security Agencies(EFCC,NPF,ICPC).
• Generated bills and performed bill run operation for bill cycle 01, 24, 28 every month for Postpaid subscribers; verified Billing & charging accuracy of prepaid and post-paid CDRs (voice, sms & VAS).
• Troubleshoot technical issue on Huawei TopEng Customer Care & Billing System(CCBS).
• Assisted Visafone Billing & OSS team in resolving billing related issues. Monthly rental and billing, invoice processing, resolve billing disputes for the postpaid subscriber.
• Back up billing, voice, data, sms/smsgw, msc CDRs to both Tapes and NetApps backup storage server.
• Led and coordinated the Go-Live activities including the execution of the deployment Plans and checklists; maintained the release schedule for all core services and ensure alignment across key partners and vendors.
• Generated reports from the databases and Unix using PL/SQL and shell scripts, MS SQL; provided remote technical support L2 for R&D offshore team regarding application related bugs
• Resolved Technical Incidents submitted via email and tickets; provided after hours on-call support as required
• Ensured successful configuration, installation, and deployment of fixes for IBM WebSphere enterprise application platform; created and integrated applications with other applications using IBM WebSphere as a middleware and managed application licenses

Confidential

Team Lead - Application Software Support Analyst

Responsibilities:

• Ensured high-availability, configuration, performance tuning, installed weblogic patches, service packs and monitoring of Oracle WebLogic; Toubleshot jar, ear, war files
• Maintained online & offline backup of the MySQL and PostgreSQL databases; Ensured business service desk incidents are captured using Zendesk and SugarCRM platform
• Installed, configured, implemented, and troubleshot both OpenSource and proprietary IT Business Applications(EHR, ERP,NMS,CRM); Ensured smooth operation of all business applications within the organization
• Developed and ensured compliance with all IT policy statements and procedural manuals with special reference to data protection, system security, backup procedures and disaster recovery.
• Provided the design, implementation, maintenance, support and required documentation of tailored software solutions
• Deployed and maintained Electronic Medical Records application(OpenEMR) running on Unix/Windows servers for hospitals with paper-based operations on-time

Confidential

System Administrator/IT Support Engineer

Responsibilities:

• Troubleshot and maintained the operating systems,business applications, security tools, web-servers, email, PCs, local and wide area networking both hardware and software and mid-range server hardware; Provided technical support for both hardware and software issues users had
• Managed configuration and operation of client-based computer operating systems; troubleshot Windows/Linux system and network problems, diagnosed and solved hardware or software faults
• Monitored the system daily with Network Monitoring tools and respond immediately to security or usability concerns; Respond to and resolve help desk requests using Zendesk and SugarCRM as incident tool
• Upgraded systems and processes as required for enhanced functionality and security issue resolution
• Administered infrastructure including routers, switches, firewalls, databases, malware protection software and other processes
• Reviewed application logs; Created and verified backups of data/server using Acronis
• Implemented and administered the Microsoft 2003/08 Server Active Directory(AD), Microsoft 2003/07 Exchange Servers, Domain controller/ GPO management
• Ensured security products like firewalls, IPSec, Anti Spam, virus scanning are running within the Network Operating Center; Troubleshot daily using TCP/IP, routing protocols, L2/L3 switches
• Updated and maintained the hardware and software inventory and tracked the system component performance; performed an impact assessment of the hardware and software configuration changes on the infrastructure and defined the IT procurement requirement.