SUMMARY

Ambitious and result oriented senior application support specialist with 13+ years of IT and ITIL experience seeking a challenging position where an opportunity is given to play a direct role in the unlimited growth and success of a solid organization.

TECHNICAL SKILLS:

Platforms: Windows Server 2003/ 2008/2012 , Linux (Red Hat 5.0/5.3/6.x), Windows (Vista, 7, 8, 10)

App/Web Servers: WebLogic 8.x, 9.x, 10.x, 11g, 12c, Tomcat 5.5, 6.0, Apache 1.3x/2.x, Microsoft IIS

App Support: OBIEE, CRM, FS Scheduler, SFDC, Cognos, Informatica, Autosys, Siteminder, NetBackup, Altiris, etc.

Tools: CA Service Desk, AOTS, AppDynamics, HP (BSM, Performance Manager, Openview), Sitescope, SecureCRT, Putty, Winscp, Virtual Private Network (VPN), F5 BigIP (Load Balancing) Jconsole, JRMC

Databases/Reporting: Oracle, MS - Access, MS-SQL, SSRS, SSIS

PROFESSIONAL EXPERIENCE:

Sr. Specialist, TechDev - Application Services

Confidential. Phoenix, AZ

Responsibilities:

• Administering and supporting merger associated projects like Home Services apps, AD migration, networking, MUAM, etc.
• Conducting training sessions and mentoring junior engineers to support day-to-day tasks related to application support.
• Lead admin for application rationalization resulting in a 30% reduction in application server footprint and cost savings.
• Advising PM, management, and peers based on the project requirements.
• Lead admin for all Home Services enterprise apps including InventoryHS for supply chain, PayHS for payroll system, fsPortal for field services, ReportHS for Informatica ETL, CabinetNG for employee document management, MedGate for health and safety.
• Maintaining 99.99% availability for all applications including SalesCRM which processes 100k + sales transactions/month.
• Deploying, integrating, and supporting various enterprise apps like SalesCRM for CRM solution, FS Scheduler for field services scheduling, Exception Manager, ISSLog, OBIEE, Enterprise Credit Scoring (ECS), Approva, etc.
• Collaborating with Identity & Access Management, IT Security, & IT File Services to setup automated jobs related to reporting.
• Performing system administration including but not limited to access control, disk storage, backup and recovery, etc.
• Conducting quarterly system patching for production and non-production environments on different platforms.
• Designing wiki pages for technical documentations to provide apps support related to Application Services.
• Administering, monitoring and troubleshooting weblogic instances using admin Console.
• Coordinating directly with Incident, Event and Problem Management to resolve issues related to app/report servers.
• Conducting detailed health checks and supporting enterprise apps to successfully achieve SLA’s and performance goals (KPI’s).
• Supporting disaster recovery (DR) plans by creating technical documentations and testing critical apps for DR scenarios.
• Maintaining PCI/SOX application security according to AT&T and industry standards.
• Monitoring performance of prod servers and responding to issues that arise related to app, web or report servers.
• Direct interaction with customers and other IT teams throughout the organization to resolve issues related to enterprise apps.
• Extensive use of Service Desk ticketing system to resolve incidents, problems and requests related to Application Services.
• Supporting on call schedule for production instances on 24\7 basis.

IT Sr. Analyst II, Layered Products - Application Support

Confidential, Phoenix, AZ

Responsibilities:

• Led several migration projects including but not limited to HS apps, AD migration, networking, etc.
• Provided mentorship to peers and other IT team members.
• Primary admin for Home Services apps and supported other enterprise apps like SalesCRM for CRM solution, FS Scheduler for field services scheduling, ISSLog, OBIEE, Enterprise Credit Scoring, Approva, Siteminder, LDAP, etc.
• Built SSRS/SSIS report servers by working directly with Business Analysts and DBAs for Supply Chain and BI reporting solutions.
• Created scripts and worked directly with IT File Services to create Autosys jobs for application and reporting servers.
• Maintained 99.99% availability for all applications including SalesCRM which processes 100k + sales transactions/month.
• Created technical documentations for enterprise apps and supported DR plans on yearly basis by testing those applications.
• Performed system administration including but not limited to access control, disk storage, backup and recovery, etc.
• Conducted quarterly system patching for production and non-production environments on different platforms.
• Reviewed and supported enterprise apps to successfully achieve SLA’s and performance goals (KPI’s).
• Designed wiki pages for technical documentations to provide apps support related Application Services.
• Carefully monitored the performance of prod servers and fixed issues to achieve application uptime of 99.999%.
• Interacted directly with customers & other IT teams throughout the organization to resolve application support related issues.
• Maintained PCI/SOX application security according to DIRECTV and industry standards.
• Provided 24/7 on-call support to address issues related to business critical apps.

IT Sr. Analyst I, Layered Products - Application Support

Confidential, Phoenix, AZ

Responsibilities:

• Led and administered Home Services apps to DIRECTV enterprise which include the migration of servers to DTV data center, network, applications, and users.
• Installed, configured and administered weblogic 9.x/10.x on multiple environments.
• Configured, administered, monitored and supported weblogic and apache servers.
• Involved in configuration of domains, JVM instances in production, QA and UAT environments.
• Created/updated scripts for deployments, automation, etc.
• Maintained 99.99% availability for all applications including SalesCRM which processes 100k + sales transactions/month.
• Provided application support for PCI/SOX scenarios and maintained application security according to industry standard.
• Provided technical directions and mentoring to fellow PM, peers and other IT team members.
• Primary point of contact between application teams and other IT teams throughout the organization.
• Monitored performance of production servers and respond to issues that arise related to app servers.
• Extensive use of Service Desk ticketing system to resolve incidents, problems and requests related to Application Support.
• Provided 24/7 on-call support for production instances.

IT Operations Analyst II, SME NetBackup - Backup Services

Confidential, Phoenix, AZ

Responsibilities:

• Provided support to two teams: Data Center Operations and Enterprise Backup Services.
• Mentored DC Ops as an SME backup by providing training related to NetBackup administration.
• Extensive use of VERITAS NetBackup 6.5/7.5 for system backup and restore administration.
• Configured and administered NetBackup policies, daily, weekly, and monthly backup for prod and non-prod.
• Provided backup services support for PCI/SOX compliant requests.
• Audited, allocated, and administered media in SL8500 and offsite locations to reduce cost in millions for DC Ops.

IT Operations Analyst II, Data Center Operations

Confidential, Los Angeles, CA

Responsibilities:

• Extensive use of VERITAS NetBackup 6.5/7.5 for system backup and restore administration.
• Administered NetBackup policies, schedules and maintained media in NetBackup and offsite locations.
• Extensive use of ALTIRIS server deployments for windows server imaging. Updated scripts for imaging servers.
• Assisted IT File Services team in creating and maintaining FTP/SFTP accounts for business partners.
• Extensive use of Autosys for automated job scheduling, reporting, and interacted with other IT teams to resolve related issues.
• Experienced with overall asset management; Shipping, receiving, and goods receipt.