SAP BASIS Administrator Resume

OBJECTIVE

Seeking a challenging position in an organization with opportunities for growth and knowledge improvisation where my skills can be utilized to fullest extent towards the successful fulfillment of the assigned tasks.

SUMMARY

4 years of experience in SAP BASIS/HANA administration, currently working with Confidential Technology with extensive exposure to performance monitoring and tuning, database administration, SAP system refreshes and printer management.
7+ years of experience in quality analysis and hardware troubleshooting.
Experience in Production Support and Maintenance of Database Systems in SAP R/3 environment.

TECHNICAL SKILLS

ERP: SAP R/3 Release 4.7, SAP ECC 6.0.

Operating Systems: Windows 98/2000/NT/XP/2003, Linux

Database: Oracle 10g, Oracle 11g, HANA 1.0

Certifications: CCNA, MCP

PROFESSIONAL EXPERIENCE

Confidential

SAP BASIS Administrator

Responsibilities:

Preparing daily SAP system health report for all production and other systems.
System Refresh (from Production to Quality System).
Kernel Upgrade and Package level update.
Support Pack Update/Stack Upgrade.
Transport setup and management using STMS.
Experienced with Spool Administration, configuring printers and trouble - shooting spool.
Opening and closing of SAP clients for configuration.
Running integrity report in BOBJ systems.
Add-On installation.
Uploading files in the server as per the client’s request.
Monitoring all production and non-production systems.
Background Jobs Management.
Adding data file to a tablespace.
Unlocking user accounts as per client request.
Shadowed and assisted L3 in SAP system upgrade.
Managing team roster and weekly schedule as per client requirement.
Prepare the list of transports to be moved into the production system from the CRQ/remedy tickets.
Handling various types of alerts using UNIX command.

Confidential

SAP BASIS Administrator

Responsibilities:

Perform Eyes-On-Glass monitoring of the HANA Customer systems.
Notify customers via phone and/or email of events/findings that require their attention.
Respond to requests from customers via phone and/or email regarding the monitored systems.
Via the Monitoring User Interface (Nagios), enable or disable event notifications as deemed necessary, or as required or requested by the customer.
As required, create trouble tickets in the appropriate tracking system.
As required, access (normally via ssh) the customer system(s) to perform trouble-shooting and information gathering tasks in order to isolate problems and determine root cause of the event(s).
As required, create HP Hardware trouble-tickets if problem has been determined to be due to a HANA appliance hardware issue.
Monitor and follow-up with HP Hardware to bring hardware issues to full resolution.
Provide notification of Sev 1 and Sev 2 problems to leadership.

Confidential

TCE Transformation Engineer

Responsibilities:

Call back the customer for issue resolution confirmation and case closure.
Collect feedback and suggestions about the provided support.
Provide the case closure confirmation to the first level engineers.
Share daily, weekly and monthly reports to team leaders and Manager.
Share the collated feedbacks to the first level engineer to improve Total Customer Experience.
Analyze the open pending cases.

Confidential

Auxiliary Quality Analyst

Responsibilities:

Sampling (In-cube, remote) Calls, Emails, Chat and Web based tickets.
Provide feedback to Agents.
Sampling dissatisfied surveys.
Chairing Calibration sessions and Joint Transaction Monitoring sessions.
Provide feedback to Supervisors on their agent’s performance.
Taking Quality sessions for new trainees.
Conducting Analysis on customer surveys.
Conducting Daily Team Briefings based on insights from transaction monitoring.
Measuring the agents in production and rate agents based on the set of Parameters designed keeping in mind customer experience (CSAT) and technical requirements.
Ensuring every monitoring done is delivered along with 100% of a feedback given on time to the agents to improve program level performance and customer satisfaction.
Direct interaction with the clients, client meetings taking presentations on trends noticed.
Updating Quality Guides and Introducing New Quality forms as per requirement.

Technical Support Engineer

Confidential

Responsibilities:

Submitting Technical and Process Related Articles in Knowledge base.
Floor Supervision.
Publishing technical information on Confidential knowledge Base Tool for internal references.
Reporting technical highlights and technical challenges to Confidential Worldwide Team.
Supporting Customers reporting Technical and Warranty issues.
Troubleshooting Desktop Motherboard and Processor issues.
Supporting customers through Phone and web.
Conducting End to End troubleshooting of all products manufactured by Confidential in India.