Support Engineer Resume

SUMMARY

5.5 years of diversified experience in IT wif focus on Application Development, Data Warehousing & Business Intelligence.
Expertise in Extraction, Transformation & Loading Data using Shell Scripting, SQL & DB2
Good understanding of Data Warehousing Concepts and Methodology
Coordinated implementation activities during customer acceptance testing to ensure quality deliveries on time
Assisted as a Business Analyst for many project deliveries
Carried out requirement gathering for projects
Expertise in working on Shell Scripting, SQL & DB2
Worked closely wif remote peer support teams in other branches
Provided On - Call & rotational weekend Support to Customers
Created & Maintained Application Troubleshooting & Security Closure Documents.
Performed troubleshooting of job failures in TWS as well as backups, deployment & scheduling of Jobs
Good noledge and understanding of Network Infrastructure & Protocols and experience wif packet analysing tools such as Wireshark
Strong understanding of REST based web services and XML, JSON, etc. data formats
Working noledge on Issue Tracking tools such as JIRA, Rational Clear Quest ( Confidential RTC)
Working experience on Confidential Cloud platform ( Confidential Bluemix)
Expertise in troubleshooting Customer Issues, managing Change Requests & providing quick bug fixes.
Expertise in Software Installation, Configuration, Maintenance & Network Issues (TCP/IP, DNS, Firewalls).

PROFESSIONAL EXPERIENCE

Confidential

Support Engineer

Responsibilities:

Responsible for handling customer issues related to various access permissions and other issues related to Rave Tool.
Efficient routing of tickets to appropriate support teams in Rave Tool.
Created WVD sessions and troubleshooted issues using PowerShell
Troubleshooted case routing issues by working wif SQL databases
Troubleshooted various issues such as file upload failures, survey widget crashes etc in Rave using fiddler traces and step record.
Monitored VSO ticket queue for various tools such as Rave, Viewpoint, CMAT, LMI etc. for efficient handling wifin SLA.
Troubleshooted issues related to provisioning accounts in CMAT
Troubleshooted issues related to Viewpoint Diagnostics.
Investigated high severity issues on bridge calls in a 24x7 production environment
Provided efficient On-call support for various tools such as Rave, Viewpoint, CMAT, LMI etc. to meet SL

Confidential

System Engineer

Responsibilities:

Confidential is a sales transaction level application which is built to help us in reporting and analysis of revenue that is generated by hardware sales of Confidential . Worked as a TWS Admin and was responsible for providing support for GHD applications/features and troubleshooting application issues. Created a script to automate our backup system to reduce manual work hours. Monitored Jobs/Job Streams in TWS (Tivoli Workload scheduler), resolved Job failures and took routine backups Responsible for maintaining teh GHD Databases.
Teh scope of work included monitoring teh Jobs in TWS (Tivoli Workload Scheduler), resolving job failures and taking backups of bid and actual data.
Developing possible solutions for any failures/requirements and testing in Dev environment & promoting to production environment. Created Support & Security documents and was part of routine inter- team Audits Coached new - hires regarding Application Architecture & Scripts Performed Database Administration activities such as backups/restore in DB2Project: Bharti AirtelDescription: dis project was all about analysing teh integrated view of business, market, prepaid and post-paid customers thus enabling Bharti to offer customized/relevant offerings to teh customers.
Responsible for implementing Business Intelligence Solutions (Enterprise Data Warehouse) for Bharti Airtel, BI major applications Worked wif SQL queries that were generating BI reports via Cognos and identified issues wif queries, data sources, table structures, etc. Performed DB activities like developing, implementing and maintaining high volume data loading applications used to gather CDR from DataStage into DB2, tan rollup into data marts in a 24x7 global environment wif Bash Shell Scripting on AIX environment SQL query optimization, performed data modelling Tracking Issues & recorded problems wif code on issue tracking tools ( Confidential RTC, JIRA) Provided rotational weekend support for high severity issues.

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