SUMMARY

• Over nine years of experience in production and application support, managed services, application development, ITIL, incidents, problems, changes and release management.
• Service desk: both voice and non - voice operations across multiple technologies including Microsoft Visual Studio 2010, ASP.NET, C#, VB.NET, Splunk 6.0, AXWAY Secure Transport, VB, HTML, Configure, VB Macros(Excel), Crystal Reports and Mainframes.
• Substantial experience with databases such as Oracle 9i, SQL Server 2000 and 2008,
• Proficient in programming languages C, C++. Worked with UNIX as part of production support.
• Strong knowledge of ticketing tools like Remedy, ClearQuest, HP Service Manager and Service Now.
• Experience running applications on Windows server 2003 R2, 2008 R2.
• Strong knowledge in health care process flow and NASCO claim engine, which includes transaction between healthcare entity, claim processing flow, claim corrections and adjustments, reporting of claim/health data to the business users and stockholders.
• Strong knowledge of EDI (Electronic Data Interchange) and transactions that include 270 (eligibility), 278A (authorizations), 278R (referrals), 276 (claim status), 837 (claims professional, institutional and dental) and 834 (enrollment).
• Excellent knowledge of Software Development Life Cycle and ITIL processes
• Skilled in using version control systems.
• Efficiently handled enterprise level projects of large magnitude and high pressure under critical deadlines.
• Very good analytical and logical skills.

TECHNICAL SKILLS

Languages: C, C++, C#

Technologies: Visual Studio 2008, 2010, VB.NET, ASP.NET, ADO.NET, XML, VB Macros

Tools: Splunk 6.0, Configure(OpenConnect Tool for Automatic Mainframe Processing)

Databases: Oracle, SQL server 2000, 2008

Web Presentation: HTML, XML

Transaction Gateway: EDI and EDI Transactions (270,276, 837,834 etc.)

Operating Systems: Windows 2000, 7, 2010, UNIX

PROFESSIONAL EXPERIENCE

Production Support Lead

Confidential, Owings Mill, MD

Responsibilities:

• to migrate from TIBCO GUI to Splunk dashboard. The dashboards are created for submitter performance groups and enrollment and error reconciliation, as a part of development and support.
• Performed the role of onsite track lead and involved in production support activities, incident management, service requests, enhancements and estimations. Responsible to debug/deploy codes, handled the user issues, maintenance, support, enhancement and employment from Dev to production environments.
• Ensured that the SLA’s were met and served as a point of escalation.
• Used Splunk in to create a dashboard for AE2 (Automatic Enrollment).
• Involved in handling incident management tickets in onestop, fixed the Bug in the codes directed from the testing region.
• Involved in code deployment on Dev, SIT and the production region. There are a total of thirteen projects.
• Involved in importing the data from the database and adding inputs onto Splunk.
• Created the database configuration using DBConnect and connect to the database. Views are created in the database and invoked the view from Splunk.
• Created the various search commands on Splunk to create reports and dashboards.
• Used the Drilldown functionality if a user needed to view a particular detail on the report.
• Involved in analysis, incident management, trouble shooting and resolution of all of the user incidents through incident tickets and service requests.

Environment/technologies: .Net, C#, Visual Studio 2010, Oracle SQL Developer 4.2 and Splunk 6.0.

Tower Lead

Confidential, Newark, NJ

Responsibilities:

• Created the new Robots (Open Connect scripts) using the Open Connect Tool configured the updates the NASCO claim engine in Mainframes. This tool navigates across NASCO screens as per the BRD and updates as per the requirements.
• Performed the role of onsite track lead and involved in production support activities, application development, maintained and supported Open Connect tool.
• Responsible for debugging/deploying scripts, handled the user’s issues, incidents, problem management activities, maintenance, support, enhancements, trouble shooting from Dev to production environments.
• Supported weekend systems upgrades: provided technical support and knowledge of system availability times; in need of back outs, would set up conference calls to engage technical resources to coordinate action plans.
• Involved in analysis, trouble shooting and resolution of all the user incidents through tickets and service requests.
• Involved in monitoring, scheduling the batch jobs and maintained all of the application servers that runs on the Windows sever 2003 R2.
• Involved in resolving/correcting the claim issues through Mock (testing) and Bulk (production) and claim adjustments through the Open Connect tool.
• Prepared the Business Requirement Document (BRD) design and testing support.
• Suggested and implemented process automation and service improvement automations that added business values for operation cost reduction and increase system performance.
• Involved in day to day trouble shooting the business issues and worked as a lead to coordinate offshore activities and tasks. Responsible for all quality related issues and status reporting for all activities on a weekly/monthly basis.
• Responsible for tracking the inventory/tickets and provided the response/resolutions to the business users/clients.
• Prepared training manuals and process flow documentation and mentored the offshore teams.

Environment: Configured (Open Connect tool), .NET Framework 3.5 and SQL 2008.

Splunk Developer

Confidential, Newark, NJ

Responsibilities:

• Created tangible data for all applications and listings down the activities to show in dashboard.
• Added all data inputs. The data inputs could be from Log file, csv data and database etc.
• Indexed the data from the data inputs that were added.
• Developed search commands to match the required filter criteria.
• Created the various data trends and created a dashboard panel with the data trends.

Environment: Splunk 6.1, MS SQL and Oracle.

Technology Analyst

Confidential

Responsibilities:

• Involved in end-end monitoring of all EDI transactions and ensured the proper process cycle - from Inbound Horizon EDI Gateway to Response Sent to Trading Partner/Transaction sent to Claim engines.
• Provided 24/7 support and ensured that EDI was up and running. End-to-end processing of all EDI transactions 270(eligibility), 278A (authorizations), 278R (referrals), 276(claim status), 837(claims professional, institutional and dental) and 834(enrollment).
• Maintained and recycled all EDI Workflows in Informatica and ensured it was up and running 24/7 in production and testing. There are around 200 workflows in Production environment.
• Involved in Troubleshooting of errors in case of Workflow failure or HIPPA Validation failure or NPI validation or MOM (Middleware) issue.
• Involved in Coordinating across various teams like MOM (Middleware), EDIFECS, Claim Engines to ensure transactions are working as normal. Declaring Outages in case of Severity 1 incidents and involved in Incident Management calls.
• Performed disaster recovery tests to ensure system availability and functionality.
• Responsible for tracking the inventory/tickets and providing the response/resolution to the business users/client.
• Involved in working on various metrics as part of day to day activities like EDI Horizon Inbound-Outbound Balancing, Adhoc requests from Business users etc, Transaction reports to various stakeholders.
• Preparing training manual and process flow documentation and Mentoring/leading offshore team

Environment: Mainframes, Informatica Power Center 9.1.0, DX Console (Console for EDI Transactions) and Oracle 11.1.

Technology Analyst

Confidentia

Responsibilities:

• Performed the role of a track lead (onsite and offshore) and handled a team of ten which includes three tracks (finance helpdesk, Loadtech helpdesk and WMS helpdesk). Involved in providing transitions to the offshore teams.
• Involved in Batch Job monitoring in Mainframes and analysis of incidents in case of job failure/not processed.
• Analyzed the issues and logged incident tickets in remedy. Involved in the initial analysis of the issue and following it up with the development team until closure
• First Call Resolution (FCR): Involved in identifying and analyzing the issues at the first call and resolving it from our end.
• Involved in reporting the Transition metrics and the status reports on a daily and a weekly basis to the client. The report contains key metrics like Number of issues handled, Number of tickets created, Response time SLA and Resolution time SLA
• Involved in managing the offshore team and preparing the Shift Roaster and ensured that the availability is 24/7.
• Involved and played a vital role in managing the Cross training across various tracks.

Environment: Mainframes, Big Brother (Monitoring Tool).