TECHNICAL SKILLS:

Basic: JavaScript, MS SQL Server 2012, SSIS, SSRS, Business Intelligence, T - SQL, PostgreSQL database, Mingle, Slack, Remedy

Experienced: HTML, Bootstrap, CSS, Git, GitHub, Brackets, Sublime Text, PGadmin, MS SQL Management Studio Windows NT/ 2000/2003/2008/2012 Server, Active Directory, Blackberry Enterprise Server, Android, Windows 95/98/2000/2003/ XP/Vista/7/8, SSL, Real VNC, Citrix, Mozilla, WinZip, Remedy, CA ServiceDeskPlus, GoToMeeting, Microsoft Outlook, Microsoft Office Suite, Microsoft Project 2003, Remedy, VERITAS Backup Exec, Norton Ghost, Symantec Corporate Anti-Virus Suite, Windows Remote Desktop, LAN/WAN, TCP/IP, wireless networking including 802.11 a, b, g, PDA troubleshooting, HP/ Dell laptops/ desktops, Lenovo, Macintosh laptop troubleshooting, Dell/HP Printer, OCE printers, Mac OSX 10.3 Panther, Avaya Softphone,, HTML, Salesforce.com

PROFESSIONAL EXPERIENCE:

Confidential

BI Developer

Responsibilities:

• Assisted the TN Job board department with developing client websites for Allegis in an Agile Scrum environment
• Participated in scrum sprints & estimations
• White boarded & built basic JavaScript programs using logic (If statements, conditionals)
• Built a Yelp type site
• Built a basic databases using MongoDB, MS SQL and Postgres
• Built a basic PHP & MySQL website
• Learned lean Oz Principles & the Agile Scrum process
• Used GIT & GitHub for version control
• Used Night Watch to test all applications
• Used Mingle and Favro.com to manage Agile scrum cards, plan new features and document work
• Created new database objects like Procedures, Functions, Packages, Triggers, Indexes and Views using T-SQL in SQL Server 2008
• Validated change requests and made appropriate recommendations. Standardized the implementation of data
• Promoted database objects from test/develop to production. Coordinated and communicated production schedules within development team
• Modified database structures as directed by developers for test/develop environments and assist with coding, design and performance tuning
• Managed user access and Created new security accounts
• Performed Backup and restore of databases
• Created the DTS Package through ETL Process to vendors in which records were extracts from Flat file and Excel sources and loaded daily at the server
• Interacted with customers to analyze business needs. Provide software product design and developed technical roadmap for the solution through the project lifecycle and beyond
• Determined the SQL Server Installation. Installed SQL Server Management tools using SQL Server Setup Program
• Tested the Installation of SQL Server
• Implemented Triggers for checking complex business conditions, providing security for the tables
• Implemented database into SQL Server 2005 using T-SQL
• Worked on Client/Server tools like SQL Server Enterprise Manager and Query Analyzer to administer SQL Server
• Created Database Maintenance Planner for the Performance of SQL Server, which covers Database Integrity checks, Database Statistics update and Re-indexing
• Created views to facilitate easy user interface implementation, and triggers on them to facilitate consistent data entry into the database
• Created Business-Crucial stored procedures and functions to support efficient data storage and manipulation
• Worked on DTS Package, DTS Import/Export for transferring data from heterogeneous database
• Performed data migration (import & export/BCP) from Text to SQL Server
• Planned complete Back-up of Database and Restored the Database from Disaster Recovery
• Coordinated post-implementation events such as testing
• Participated in creating reports that deliver data based on stored procedures
• Experience in creating snapshots of static reports and configure subscription
• Encapsulated frequently used SQL Statements into stored procedures thereby reducing the execution time
• Involved in developing triggers to audit schema changes at the database level
• Created sub-reports to present more detailed information about the summary
• Designed and implemented stored procedures and triggers for automating tasks
• Configured Server for sending automatic mails to the respective people when a SSIS process failure or success
• Migrated data from various sources like flat files, to SQL Server database Using SSIS Package
• Used Lookups Transformation to get the data from reference data sets
• Scheduled the SSIS packages and Jobs
• Used SQL server reporting services (SSRS) delivering enterprise, Web-enabled reporting so create reports that draw content from a variety of data sources
• Made reports as per user requirement using MS Reporting Services 2005/2008
• Created SSIS Packages to migrate slowly changing dimensions.
• Designed, Developed and Deployed reports in MS SQL Server environment using SSRS-2005
• Worked on improving the performance of the system
• Created permanent tables, temporary tables and table variables
• Used Query Analyzer to optimize SQL queries

Confidential

Helpdesk

Responsibilities:

• Provided technical support to external users using MS SQL to sync databases layers with POS hardware
• Supported external customers Pharmaserv pharmacy software, POS and hardware in a call center environment
• Supported all customers remotely using GoToAssist Corporate
• Logged and tracked tickets/bugs using Seibel and Jira
• Implemented and manually tested software using: Functional testing
• Used MS SQL server to troubleshoot software and hardware issues. Ran SQL scripts using Management Studio
• Checked error logs to troubleshoot software and hardware issues with Pharmaserv

Confidential

Data Analyst/Helpdesk

Responsibilities:

• Assisted with the company-wide computer inventory and the implementation/UAT testing of the Confidential Mirage software
• Performed the Confidential to Confidential domain changes on all computers
• Provided Helpdesk support for 1200+ employees in a Windows 10 environment
• Responsible for creating, deactivating users, resetting passwords and reassigning users in Confidential Mirage
• Used the sandbox for testing configurations and also performed User acceptance testing with Confidential users
• Tested & reported bugs and interacted with the development team to resolve issues
• Gathered and documented stakeholder requirements (FRD, specs) via feedback sessions
• Performed Helpdesk duties: Windows imaging, upgrades
• Troubleshot all database changes with the application
• Resolved all software related issues and performed tests on all devices and peripherals
• Coordinated with user/clients to backup all database tables and files efficiently prior to the Confidential Mirage software installation
• Performed the data conversions and validated that all software/ hardware solutions worked in sync
• Collaborated with various teams to validate all software processes, perform upgrades on all software applications and to establish an efficient documentation system to facilitate recovery and prepare all contracts as per requirements
• Assisted with the preparing Excel data to the database using MS SQL server
• Used MS SQL to query databases, update various tables and pull data
• Performed the Confidential to Confidential domain changes on all computers
• Created new database tables as needed
• Generated reports from the database using Tableau desktop visualizations
• Involved in creating users, managing users, assigning roles and privileges to different users in the database

Confidential

Helpdesk

Responsibilities:

• Provided Windows 7 support, laptop, desktop, printer, carousel, mobile and Office 365
• Provided XP to Windows 7 migrations
• Provided SharePoint webpage update support - HTML
• Used AD for account creations
• Troubleshot and tested the PolyCom encoders, decoders, video-webcasts and connectivity issues - Traffic cameras
• Used BMC Track-it ticketing system to create and close support tickets
• Tableau Desktop Support & SQL database queries using the Select statement
• Dynamics AX: Installation, custom form support, configuration & setup with app server, provision of users’ permissions (AP, TL modules)
• Administered setup of all systems according to specifications and ensured synchronization with all requirements. Partnered with the project manager to perform all tests before release
• Provided UAT testing

Confidential

Software Support Helpdesk

Responsibilities:

• Provided tier 1 support for SharePoint Implementation - answered calls, logged and routed tickets to the proper administrators or developers
• Served as a critical resource and liaison between subject matter experts and users throughout the SharePoint implementation
• Gathered and documented client requirements, business needs and project objectives, via feedback sessions and client meetings
• Modified user access to shared folders and provisioning users’ rights to edit and access websites and documents
• Created and maintained HTML/CSS code on all SharePoint sites
• Provided I-pad/I-phone, Android, factory updates, password resets, cache clears, app support and Outlook setups
• Provided user training and other assistance in Windows, SharePoint and Microsoft Office applications

Confidential

Oracle Financials ERP Helpdesk Analyst/Software Tester

Responsibilities:

• Provided Oracle Financials go-live support in a Windows 7 environment and performed software testing in an Agile Environment
• Studied and analyzed the Functional Requirements, specifications and interacted with developers for changes in requirements
• Conducted the manual testing of the web application
• Generated the detailed reports of the Bugs, Pass-Fail reports and assigned defects using HP ALM
• Worked with the level 3 analysts team to ensure that bug/defects are resolved on a timely basis
• Ensured that all web-based functionality meets organization standards and end- user requirements based on businesses and design specifications
• Wrote manual test cases based on the Business Requirement Documents (BRDs and FRDs)
• Close interaction with software developers to understand application functionality and workflow
• Used HP ALM to develop test cases, test execution, defect validation and tracking
• Performed load testing with various users’ logins and batch printing using Load Runner
• Analyzed the needs of the auctions (users) and its customers to report software related issues
• Revised User Training Materials (Manuals & Guides)
• Quickly gained a general understanding of the Oracle Financials software, particularly the Financials (PO, AP)
• Supported the I-Expense module and also provided Oracle user account provisioning. Granted access to specific modules
• Reviewed and corrected ACH file errors for check printing and reimbursement issues
• Supported the custom forms in Oracle such as Transportation & Disbursement forms (AP)
• Logged and Resolved Help Desk Tickets using Remedy
• Analyzed user needs, conferring with users to improve custom forms
• Supported production environments and users on a daily basis by responding to emergency requests
• Supported custom forms: Disbursement Printing issues, Defect issues, Vehicle Jacket Print issues, Invoice Cancel - Check Void
• Supported Oracle users remotely using GoToMeeting
• Used Oracle Identity Manager (OIM) for password resets & the provisioning of new E-business user accounts
• Demonstrated strong communication skills with the ability to explain technical concepts to functional users using the appropriate level of detail
• Attended weekly meetings with team and users to discuss problems, enhancements and to set priorities
• Used MYSQL to manage databases and check for application bugs between the database and application.
• Used Toad for ad-hoc queries. Also provided fit-gap analysis and other reports using MS Excel

Confidential

Helpdesk/ Software Support/Tester

Responsibilities:

• Provided outstanding customer support for the Traffic Management Center & Hero departments in a Windows XP/7 environment. Worked with the software developers to test & support G.DOT’s propriety software
• Troubleshot/tested PolyCom webcast/video camera and connectivity related issues - Traffic cameras
• Logged Service Desk Tickets using Remedy
• Used Active Directory for password resets & new user account setups
• Collaborated with software developers and followed through all phases of Windows 7 implementation, testing and deployment
• Recommended the appropriate hardware and software for all systems and prepared pricing information
• Implemented new software applications for the Dell Rugged laptop project and tested the mobile VPN software
• Created test scenarios and test cases from requirements (Windows 7 & Dell Rugged project)
• Used HP ALM to execute test cases and report defects

Confidential

Helpdesk/ Tester

Responsibilities:

• Provided technical & production support for C-level executives, VIP guests, senior staff, Executive Assistants, oversea workers and all other employees (1200+)
• Provided support queries via phone, email and in-person for Dell laptops, printers and wireless support in a Windows7, MAC, SAP in an XP environment. Supported and installed all software. Also supported all VPN issues
• Provided technology support for the help desk calls. Used Remedy ticketing to submit accurate and timely updates of work performed and ticket closures
• Used Active Directory to reset, unlock passwords and OU management, GP updates, software patches using Server 2008
• Backed-up & Transferred data for migrations and disaster recovery
• Maintained a high degree of customer service for all support queries and adhere to all service management principles
• Assisted in testing, maintenance and distribution of the core Windows 7 build. Performed Windows 7 migrations
• Ensured that all web-based functionality met organizational standards and end- user requirements based on businesses specifications
• Wrote test cases based on Business Requirement Document (BRD)
• Analyzed the Business Requirements Documents and Functional specifications
• Used Quality Center/ALM for Test Planning, Test Designing, Test Analysis, Test Execution and Defect Tracking
• Performed Black box testing for Manhattan WMS software releases
• Provided basic SQL including table creations, additions, deletions and SELECT statement queries
• Provided I-pad/I-phone, android, and factory resets, cache clears, app support and Outlook setups
• Viewed event logs to figure out application crashes and blue screens
• Installed and configured SAP HCM (Payroll, HR) software for the human resources staff
• Assisted in the revision of user documentation
• Supported internal and external clients - 80% phone support and 20% email
• Provided functional and technical support in a high call volume environment
• Maintained ownership & documented all client issues until resolved
• Conducted performance testing of the WMS software using Load Runner
• Generated the detailed reports of the Bugs, Pass-Fail report and Assigned defects using Quality center 10.0
• Worked with development team to ensure testing issues are resolved on a timely basis
• Environment: Quality Center 10.0, MS Office and Windows XP/7

Confidential

Helpdesk / Salesforce

Responsibilities:

• Provided high quality customer service along with helpdesk phone support for high level executives, sales reps and guests
• Configured and troubleshot wireless connections on desktops and laptops running Windows XP, Vista, and Mac OS. Remotely installed software and troubleshot software issues using RDP, and VNC. Also supported all Cisco VPN issues for the sales team
• Active Directory OU management, GP updates, Active Directory Administration (password resets, locked accts, clones) S2003
• Provided Salesforce.com Admin support (customization and configuration issues)
• Provided Client support for printers, thin clients and desktops in a Citrix Presentation Server
• Provided I-pad/I-phone, Android, and Blackberry setups, factory updates, password resets, cache clears, app support and Outlook setups
• Used Remedy helpdesk console to submit accurate and timely updates of work performed and ticket closures

Confidential

Helpdesk

Responsibilities:

• Provided user training and support for computers in the Mechanical Engineering department (800+ users). This included installing, configuring, importing, troubleshooting, and maintaining Windows, Macintosh, and Linux desktop computer hardware, software, printers, servers, scanners, docking stations, audio visual equipment, video conferencing equipment, and networking. Added or upgraded and configured printers and related equipment in a corporate environment. Supported Department Chairs, Professors, and Executive Assistants
• Used Remedy to respond to user issues and completed SLA’s in a timely manner
• Provided Blackberry BES software support, account setups and simple setups
• Maintained server backups and monitoring using VERITAS in a Server 2003 environment. Also troubleshot VPN issues
• Provided Active Directory support - password resets
• Connected network ports via data closet