Service Engineer Resume

SUMMARY

Seeking a Cloud Support Engineer role, having 4+ years of rich and professional experience on managing filesystems for HPC tasks, with additional hands - on experience on Oracle Products such as Oracle Siebel, Oracle Database and Oracle BI as an administrator.
Experience on providing technical support on Azure Storage
Expertise in working remotely and achieving FDR for 80% of the cases
Experience in troubleshooting issues by capturing logs and packet captures to identify the problem
Performed version upgrades in various environments (Avere OS, Siebel CRM)
Familiar with Linux core concepts like Filesystems, SSH, FTP, NFS, DNS, Samba and LVM
Knowledge in security and authentication protocols such as Active Directory and LDAP
Expertise in using tshark/wireshark to analyze network traffic and working with TCP/IP and UDP
Familiar with creating, configuring and managing server VM’s using VMware
Monitoring the upkeep and smooth functioning of servers using monitoring tools like Nagios
Knowledge in creating scripts to schedule daily based export and backups using Linux and Windows schedulers

TECHNICAL SKILLS

DBMS: Oracle 10g, 11g & 12c

Applications: Siebel CRM 8.1 to IP17, Cognos, Data Stage, OBIEE

Operating Systems: AIX 7.1, RHEL7, Ubuntu 16.04, Windows 2003 SP2, 2008 R2 Advanced servers

Hypervisors: Cloud Platforms

VMware Workstation, Hyper-V: Microsoft Azure

Scripting Languages: PowerShell, Bash, Python

Other Tools: SVN, Mantis, Toad, SQLPlus, StatsViewer, Nagios

PROFESSIONAL EXPERIENCE

Service Engineer

Confidential

Responsibilities:

Providing technical support to customers through calls and emails within the provided SLA
Analyzing logs and stats using internal python scripts, and applying custom settings based on customer’s usage to tune performance
Analyzing Samba logs to trace NFS share access issues
Responsible for resolving technical field issues and upgrade of the Avere clusters through screenshares
Deploy, configure maintain compute on Azure Cloud
Troubleshoot Azure related issues and engage internal teams for resolving issues
Monitoring the state of the cluster proactively and providing RCA for crash or downtimes
Providing regular updates to customers throughout the issue resolution progress
Collaborating with Engineering & Escalation teams to resolve the issues and ensure timely response to the customer
Providing custom build/upgrades for the customer by filing bugs on issues identified on-field
Replacing defective hardware by raising RMA’s by collaborating with Operations

Siebel Application Administrator

Confidential

Environment: Siebel 8.1.1.11 to 8.1.1.14, IP15, IP16, IP17, Oracle 10g,11g & 12c, Windows 2008 R2 server, Linux 7.3

Tools: Mantis (Ticketing tool), Nagios (Alert management tool), Oracle Enterprise manager (OEM), Toad, SQLPlus

Responsibilities:

Siebel Upgrade - Hands-on experience. Performed upgrades on the Siebel platform from 8.1.1.11 to IP15, 8.1.1.11 to IP16.2 and 8.1.1.11 to IP16.10 and did feasibility study on the architecture level changes for IP17
Hands-on Experience on Server Installation and configuration on Windows platform through batch files and response files
Oracle XE Installation and configuration in IP16, and generation of local database for users using XE configuration utilities
Addition of languages (shipped & unshipped) to existing Siebel Enterprise
Creating and managing new OM and other components
Regular deployments across non-prod and production platforms
Creating batch files to monitor server admin tasks
Ensuring availability of Siebel environments and other software on each environment (using the monitoring tools NAGIOS)
IIS management and trouble shooting
Implementation of Single tools for multiple users using Sybase database
Performance tuning (housekeeping, memory management etc.)
Process related - Team follow up, proper documentation on each implementation, environment data gathering in time to time, good communication and better soft skills

Siebel Application Administrator

Confidential

Responsibilities:

Experience in Siebel installation, configuration and administration in Windows/Unix platforms
Manage and monitor server tasks and components
Scheduled export and backup jobs using crontab across environments
Participation in support, troubleshooting, and incident resolution (using log, crash file analysis)
Experience on applying Patches on Siebel servers
Ensure availability of Siebel environments and the software in each environment
Knowledge of Lightweight Directory Access Protocol (LDAP)
Strong knowledge on Siebel remote concepts and it's architecture
Refresh DB and post-refresh activities in application level
Performing regular deployments across the prod and non-prod platforms
Performance tuning (housekeeping, memory management etc.)
Applying Microsoft OS patches
O/S level trouble shooting (more related to REGEDIT, Event viewer etc.)

Environment: Siebel 8.1.1.11, IP14, Oracle 11g, CentOS7.3, Informatica, OBIEE, DAC