SUMMARY

• Certified Scrum Master with demonstrated history in IT services industry for Healthcare domain. Infrastructure Systems Support and Automation Engineer, who enhances developer productivity using IBM Middleware and DevOps tools & practice.
• Cloud Enthusiast with a good understanding of cloud concepts and focused on enhancing knowledge & expertise in operations support & automation.
• Expertise in Scaled Agile and ITIL frameworks, with proven experience in release management and application environment setup including but not limited to - configuration management, application deployment & monitoring, business continuity & DR process in IBM HTTP Server and WAS v7.0, v8.5 & Liberty running in *nix operating systems.
• Excellent knowledge in unix shell scripting and PL/SQL & NoSQL programming and working with multiple market leading tools like Splunk, Control-M, ServiceNOW, Wily Introscope.
• Experienced Production Support professional, with strong communication skills and ability to create a healthy realtionship with customers.
• Successful IT Professional with 11+ years of work experience
• Good knowledge in Healthcare domain
• Strong leadership skills and proven experience in leading offshore and onshore team for complex support projects
• Certified ScrumMaster with expertise in Scaled Agile Framework and working knowledge in multiple SDLC models
• Certifid in Oracle cloud technology with strong understanding of Oracle, IBM and Google cloud concepts
• Expertise with batch programing using windows and unix shell scripting
• Excellent knowledge in PL/SQL and noSQL programming
• Expertise in creating reusable NoSQL scripts in MongoDB for bulk data update
• Expertise in IBM WebSphere Admin role for setting up the infrastructure, configuration management and application deployment in HTTP server & WAS v7, v8.5, Liberty
• Expertise in DevOps process with successful implementation of CI/CD model using Atlassian tools (BitBucket, Bamboo) and IBM tools (Urban Deploy)
• Work experience in Production, Environment and Maintenance Support for Java based web and service applications
• Strong knowledge in application support and disaster recovery process
• Good understanding of ITIL Framework, expertise in ServiceNow and production release management
• Experience in Splunk administration including Splunk installation and configuration in client system, dashboard and alert setup and log monitoring
• Work experience in production support of ETL process using Informatica PowerCenter and SSIS tools
• Experience in software development right from study, analysis, design, and coding, testing, delivery, implementation and post implementation activities and possesses knowledge on all the phases of software development
• Expertise in working with business users and coordination with team members
• Excellent communication skills, with the ability to communicate complex technical concepts to all levels
• Successful team lead with good team-building and people management skills
• Good team player with excellent communication and interpersonal skills
• Ability to manage and execute multiple complex projects in a high pressure, dynamic environment having critical timelines
• Strong analytical, design skills and problem solving abilities

TECHNICAL SKILLS

Operating System: Windows Family, Linux, Unix

Programming: UNIX & Windows Shell Scripting, PL/SQL, NoSQL

Middleware: IBM WebSphere v7, v8.5, Liberty, IBM HTTP Server, F5 Load Balancer

Database: Oracle DB, MS SQL Server, IBM DB2 LUW, MongoDB

Tools: & Technologies:

Agile & CI/CD: JIRA, Confluence, JFrog, BitBucket, GIT, Bamboo, BuildForge, uDeploy

Monitoring: Splunk, Sitescope, Control-M, WLM, Wily Introscope, Netcool, EGMonitor

ITIL: TSRM, ServiceNow

ETL: SSIS, Informatica Power Center

Database: IBM Toad for DB2, Toad Datapoint, Robo 3T, MongoDB Compass, Oracle SQL Developer, MS SQL Server Studio

FTP: IpSwitch WS FTP, WinSCP

Webservices: Soap UI (SOAP), Postman (REST)

VDI: Citrix StoreFront

Certificate Management: Venafi

PROFESSIONAL EXPERIENCE

Confidential, California

Senior Systems Analyst

Responsibilities:

• Enable DevOps process by implementing CI/CD model using Atlassian & IBM tools;
• Create reusable NoSQL scripts in MongoDB for bulk data update as per business requirements;
• Apply the system & functional knowledge to identify the areas of system improvement, assess the requirements, explore tools and technologies available in market, facilitate discussion and prepare design & implementation plans;
• Facilitate application on-boarding, that includes environment setup to support the new application, system validation, status tracking, and reporting;
• Collaborate with technical teams, prepare action plans and coordinate system upgrade activities such as SSL and WAS Liberty migration, to improve application performance and user experience;
• Provide On-Call support for the Medical Care Management systems; coordinate and assist team to recover the applications during SWAT call;
• Perform analysis & recovery of alerts/warnings observed in the monitoring tools such as Splunk, Sitescope, Wily Introscope etc. to avoid application outage and ensure business continuity;
• Interact regularly with Database administrators, Network Administrators, and Application Users from client’s different departments and divisions to ensure the smooth running of the applications;
• Coordinate with development & testing teams and perform test region deployments as per the scheduled downtime to reduce impact on SIT and UAT schedule, which includes fixing of environmental & technical errors and updating the configurations that may come up during this phase;
• Analyze impact of changes in correlated external applications and ensure necessary configuration modifications are performed in accordance with the external changes;
• Prepare the ADR & follow ITIL change management process for deployment of application codes and configuration changes in the production environment during the planned downtime window;
• Support system maintenance activities and ensure 100% post maintenance availability of the application, which involves assessing the impact of maintenance activities and taking necessary precautions to avoid application outage;
• Manage application security certificates using Venafi, which includes creation of new certificates as per requirements, renewal & installation of certificates that are about to expire as well as tracking of usage;
• Practice SAFe Agile by effectively tracking application issues and user tasks in JIRA;
• Execute ITIL process using ServiceNow to manage user issues and ad hoc data update requests efficiently within SLA;
• Prioritize the daily intake requests and provide an ETA to end-users based on the business criticality, which is determined based on the end-to-end application functional knowledge and impact to the business users’ productivity;
• Provide data warehousing support, such as data mining and report creation using SQL and No-SQL queries, that assist in business decision making and monitoring;
• Create custom tools and scripts to automate the daily manual processes and reduce analysis efforts, which will help save time and ensure accuracy of the deliverables;
• Document regular activities & issue recovery processes and maintain documents in centralized repository and revise them as and when required;
• Provide trainings to business folks and end users on the applications and document the learning;
• Create ServiceNow Knowledge Articles for support teams to resolve application user issues.

Confidential, California

Systems Analyst

Responsibilities:

• Facilitated application on-boarding, that included environment setup to support the new application, system validation, status tracking, and reporting;
• Collaborated with technical teams, prepared action plans and coordinated system upgrade activities such as SSL and WAS Liberty migration, to improve application performance and user experience;
• Provided On-Call support for the Medical Care Management systems; coordinated and assisted team to recover the applications during SWAT call;
• Performed analysis & recovery of alerts/warnings observed in the monitoring tools such as Splunk, Sitescope, Wily Introscope etc. to avoid application outage and ensure business continuity;
• Interacted regularly with Database administrators, Network Administrators, and Application Users from client’s different departments and divisions to ensure the smooth running of the applications;
• Coordinated with development & testing teams and performed test region deployments as per the scheduled downtime to reduce impact on SIT and UAT schedule, which includes fixing of environmental & technical errors and updating the configurations that may come up during this phase;
• Analyzed impact of changes in correlated external applications and ensured necessary configuration modifications are performed in accordance with the external changes;
• Prepared the ADR & followed ITIL change management process for deployment of application codes and configuration changes in the production environment during the planned downtime window;
• Supported system maintenance activities and ensured 100% post maintenance availability of the application, which involves assessing the impact of maintenance activities and taking necessary precautions to avoid application outage;
• Managed application security certificates using Venafi, which included creation of new certificates as per requirements, renewal & installation of certificates that are about to expire as well as tracking of usage;
• Practiced SAFe Agile by effectively tracking application issues and user tasks in JIRA;
• Executed ITIL process using ServiceNow to manage user issues and ad hoc data update requests efficiently within SLA;
• Prioritized the daily intake requests and provided ETA to end-users based on the business criticality, which is determined based on the end-to-end application functional knowledge and impact to the business users’ productivity;
• Provided data warehousing support, such as data mining and report creation using SQL and No-SQL queries, that assisted in business decision making and monitoring;
• Created custom tools and scripts to automate the daily manual processes and reduce analysis efforts, which helped to save time and ensure accuracy of the deliverables;
• Documented regular activities & issue recovery processes, maintained documents in centralized repository and revised them as and when required;
• Provided trainings to business folks and end users on the applications and document the learning;
• Created ServiceNow Knowledge Articles for support teams to resolve application user issues.

Confidential

Systems Analyst

Responsibilities:

• Collaborated with technical teams, prepared action plans and coordinated system upgrade activities such as SSL and WAS Liberty migration, to improve application performance and user experience;
• Provided On-Call support for the Medical Care Management systems; coordinated and assisted team to recover the applications during SWAT call;
• Performed analysis & recovery of alerts/warnings observed in the monitoring tools such as Splunk, Sitescope, Wily Introscope etc. to avoid application outage and ensure business continuity;
• Interacted regularly with Database administrators, Network Administrators, and Application Users from client’s different departments and divisions to ensure the smooth running of the applications;
• Coordinated with development & testing teams and performed test region deployments as per the scheduled downtime to reduce impact on SIT and UAT schedule, which included fixing of environmental & technical errors and updating the configurations that may come up during this phase;
• Analyzed impact of changes in correlated external applications and ensured necessary configuration modifications are performed in accordance with the external changes;
• Prepared the ADR & followed ITIL change management process for deployment of application codes and configuration changes in the production environment during the planned downtime window;
• Supported system maintenance activities and ensured 100% post maintenance availability of the application, which involves assessing the impact of maintenance activities and taking necessary precautions to avoid application outage;
• Managed application security certificates using Venafi, which included creation of new certificates as per requirements, renewal & installation of certificates that are about to expire as well as tracking of usage;
• Practiced SAFe Agile by effectively tracking application issues and user tasks in JIRA;
• Executed ITIL process using ServiceNow to manage user issues and ad hoc data update requests efficiently within SLA;
• Prioritized the daily intake requests and provided ETA to end-users based on the business criticality, which is determined based on the end-to-end application functional knowledge and impact to the business users’ productivity;
• Provided data warehousing support, such as data mining and report creation using SQL and No-SQL queries, that assisted in business decision making and monitoring;
• Created custom tools and scripts to automate the daily manual processes and reduce analysis efforts, which helped save time and ensure accuracy of the deliverables;
• Documented regular activities & issue recovery processes, maintained documents in centralized repository and revised them as and when required;
• Provide trainings to business folks and end users on the applications and document the learning;
• Created ServiceNow Knowledge Articles for support teams to resolve application user issues;
• Worked with onsite counterpart to ensure proper handover of tasks;
• Performed review of work products completed by offshore team members to ensure SLAs are met;
• Performed monthly shift planning and communicated with stakeholders;
• Maintained and updated team trackers, resource on-boarding documents and training plans; conducted interviews, application training and on-board new team members.

Confidential

Senior Software Developer

Responsibilities:

• Provided On-Call support for the Medical Care Management systems; coordinated and assisted team to recover the applications during SWAT call;
• Performed analysis & recovery of alerts/warnings observed in the monitoring tools such as Splunk, Sitescope, Wily Introscope etc. to avoid application outage and ensure business continuity;
• Interacted regularly with Database administrators, Network Administrators, and Application Users from client’s different departments and divisions to ensure the smooth running of the applications;
• Coordinated with development & testing teams and performed test region deployments as per the scheduled downtime to reduce impact on SIT and UAT schedule, which included fixing of environmental & technical errors and updating the configurations that may come up during this phase;
• Analyzed impact of changes in correlated external applications and ensured necessary configuration modifications are performed in accordance with the external changes;
• Prepared the ADR & followed ITIL change management process for deployment of application codes and configuration changes in the production environment during the planned downtime window;
• Supported system maintenance activities and ensured 100% post maintenance availability of the application, which involves assessing the impact of maintenance activities and taking necessary precautions to avoid application outage;
• Managed application security certificates using Venafi, which included creation of new certificates as per requirements, renewal & installation of certificates that are about to expire as well as tracking of usage;
• Practiced SAFe Agile by effectively tracking application issues and user tasks in JIRA;
• Executed ITIL process using ServiceNow to manage user issues and ad hoc data update requests efficiently within SLA;
• Prioritized the daily intake requests and provided ETA to end-users based on the business criticality, which is determined based on the end-to-end application functional knowledge and impact to the business users’ productivity;
• Provided data warehousing support, such as data mining and report creation using SQL and No-SQL queries, that assisted in business decision making and monitoring;
• Created custom tools and scripts to automate the daily manual processes and reduce analysis efforts, which helped to save time and ensured accuracy of the deliverables;
• Documented regular activities & issue recovery processes, maintained documents in centralized repository and revised them as and when required;
• Provided trainings to business folks and end users on the applications and document the learning;
• Created ServiceNow Knowledge Articles for support teams to resolve application user issues;
• Worked with onsite counterpart to ensure proper handover of tasks;
• Performed review of work products completed by offshore team members to ensure SLAs are met;
• Performed monthly shift planning and communicated with stakeholders;
• Maintained and updated team trackers, resource on-boarding documents and training plans; conducted interviews, application training and on-board new team members.

Confidential

Software Developer

Responsibilities:

• Provided On-Call support to resolve production and batch issues within Service Level Agreement (SLA);
• Executed ITIL process using ServiceNow to manage user issues and ad hoc data report & update requests efficiently within SLA;
• Performed batch and ETL process monitoring, troubleshooting of systems and data errors, performance issues, and implementation of fixes;
• Supported systems maintenance activities and ensured 100% post maintenance availability of the applications, which involved assessing the impact of maintenance activities and taking necessary precautions to avoid application outage;
• Documented regular activities and recovery processes for various issues in the systems and maintained documents in the centralized repository;
• Performed regular updates to documents based on changes in systems and applications;
• Prepared ad hoc and status reports as per request and shared with stakeholders;
• Collaborated with application development team for timely resolution of issues;
• Tracked and maintained tasks and requests received from business;
• Participated in the internal prescreening of the change tickets and mentored new team members on the processes;
• Reported weekly effort information and prepared weekly metrics;
• Identified and shared efficient process and methods within the team;
• Documented the best practices and discussed with team.

Confidential

Software Engineer

Responsibilities:

• Performed batch and ETL process monitoring, troubleshooting of systems and data errors, performance issues, and implementation of fixes;
• Supported systems maintenance activities and post maintenance validation;
• Collaborated with application development team for timely resolution of issues;
• Tracked and maintained tasks and requests received from business;
• Reported weekly effort information;
• Prepared ad hoc and status reports as per request and shared with stakeholders;
• Documented system monitoring and troubleshooting methods and practices.

Confidential

Software Engineer

Responsibilities:

• Completed the ALPHA (A Leadership Program for Higher Achievement) training program;
• Completed the Software Development Life Cycle (SDLC) processes and technical training on .Net;
• Completed On-the-job employee training and job shadowing;
• Performed Batch & ETL process monitoring and discussed observations with team;
• Reported weekly effort information;
• Prepared ad hoc and status reports as per request and shared for lead review.