Senior Technical Support Specialist / Technical Production Support Manager Resume
New Jersey, NJ
SUMMARY
- 16+ years of IT industry experience encompassing a wide range of skill set, roles and industry verticals.
- Extensive experience with analysis, design, development, customizations and implementation of software applications.
- Extensive experience in developing Client - Server applications and Internet technologies using ASP.NET with C#, VB.NET & VB programming as frontend & SQL Server & Oracle as backend.
- Expertise in Microsoft Technologies such as ASP.Net 4.0, WCF, WPF, ASP.NET MVC4, ASP.NET Web services, VB.NET, C#.Net, AJAX, ADO.Net, Entity Framework, IIS, SQL Server 2008, SSIS, SSRS, Oracle.
- Strong knowledge in Object Oriented Concepts (OOPs) with best practices like SOLID principles and Design Patterns.
- Knowledge of developing web and client server reports using reporting tools like SSIS, SSRS, Crystal Reports for .NET.
- Technically proficient with hands on experience with software’s like Microsoft Visual Source Safe, Team Foundation Server (TFS), VISIO, web version of PVCS and Microsoft Application Data Blocks.
- Around 2 Years of experience in Autosys, Kix Scripting, SPLUNK, Sonarqube, Jenkins.
- Experience in all phases of software development life cycle SDLC -- Design, Coding, Debugging, Testing, Implementation and Maintenance.
- Proficient in analyzing and translating business requirements to technical architecture and design.
- Experience in delivery & implementation of projects as per scheduled milestones and within budget; extending post- implementation and maintenance support and having worked on Deployment of Projects at Client Systems.
- Experience in leading and managing teams. Handled multiple roles - Technical Project Manager, Project Lead, Technical Lead and Programmer/Analyst.
- Proficient in handling projects under AMS (Application Maintenance and Support) and Development categories.
- Proficient in Customer orientation and responsiveness. Experience over handling multiple customer groups with in Financial Services under Life Underwriting, Trust Owned Life Insurance, Life Claim Management Systems and Guaranteed Life Insurance systems.
- Responsible for effective execution of the project activities throughout the SDLCs between project team and customer SMEs. Provide day to day direction to the project team and regular project status to the customer.
- Well versed with Waterfall, iterative, Agile Methodologies.
- Proficient in Domain knowledge related to Insurance, Retail, and Manufacturing and Hospitality industries.
- Good communication skills, interpersonal skills, self-motivated, quick learner, team player.
- Versatile to new technologies.
TECHNICAL SKILLS
Programming Languages: C#.NET, VB.NET, VB6.0, Linq, ADO.NET, COM, Java, VBScript, JavaScript, ASP.NET
Web/XML Technologies: HTML, DHTML, CSS, JavaScript, AJAX, XML, XSL, and XSLT
Frameworks: NET Framework 4.0/3.5/2.0/1.1
Databases: MS-SQL Server 6.5/7.0/2000/2005/2008/2014 , Oracle, MS Access
Tools: & Utilities: Clear Case, Clear Quest, VSS, PVCS, SVN, SPLUNK, AutoSys, Jenkins
Application/Web Servers: IIS 6.0/7.0/8.0
Design Patterns: MVP, GOF & MVC, Microsoft Enterprise Library 3.1/4.1
Business Intelligence: SSIS, SSAS, SSRS
Management Tools: MS Project, RPM, GS Risk, MS Office.
Operating Systems: Windows 95/98/2000/XP, UNIX
PROFESSIONAL EXPERIENCE
Confidential, New Jersey, NJ
Senior Technical Support Specialist / Technical Production Support Manager
Responsibilities:
- Responsible for Analysis, creation of Functional & Design specification documents for implementation of Microsoft based solutions for new implementations and upgrades for our Prudential Financials.
- Responsible for leading a project team in delivering solution to our customer in the Financial Service Sector.
- Responsible for solving of production issues (SEV1, SEV2, Support and incident’s)
- Responsible for major and minor enhancements system analysis and creation of Functional Specification documents.
- Provide customer and software support for business applications and interfaces written in .Net Technologies as well as Vendor applications.
- Recommend changes to software to eliminate repetitive support and/or improve the application.
- Meet with customers to understand enhancement requests. Connect with development and testing teams and various stake holders in the project to resolve business problems.
- Provide design proposals for enhancement to applications that support the underlying business process.
- Based upon design proposals, perform minor to major enhancements or upgrades to .Net applications.
- Adherence to development standards. Adherence to documentation standards. Adherence to communication standards.
- Recommend technology solutions to meet business requirements. Partner with Business Analysts and possibly clients to improve business requirements and business process flows.
- Internally communicates changes or issues with vended products
- Evaluate Proof of Concepts (POCs) and validate that code delivers design intent.
- Plan, conduct, and review module and integration testing for high complexity projects. Analyze, validate, and consult on the content of functional test conditions for high complexity applications, projects, etc.
- Ensure technical issues reported by Product Quality Services are resolved.
- Evaluate root cause of issues and the resolutions.
- Manage the scope and change control process and provide direction for area of expertise. Manage and document issue resolution. Facilitate the change analysis for design, code, and other artifacts.
- Conducting annual Business Continuation Testing (BC Testing)
- Interaction with Infrastructure, Incident Management, Problem Management, Change Management, QA, UAT, DEV teams.
- Co-Ordination with Business Stake Holders & Incident Management Teams for escalation and resolution of major issues.
- Actively manage a team of Support Engineers and System Administrators responsible for installing, configuring and supporting business critical web based applications.
- Discuss all production support aspects with application development management.
- Interact with infrastructure, release management, change management, QA, DBA and application teams.
- Led the team to drive 30% incident reduction by efficient problem management, process redesign, and better categorization of incident and requests various other service improvement initiatives.
- On-boarded approx. 30 applications as part of ecommerce and corporate communications & Global marketing merger. Decommissioning of various unused services (~15) as per organization service decommissioning process which increased team productivity & efficiency.
- Manage implementation of application, server vulnerability changes, installing patches, ethical hacking etc.
- Providing support for Monthly releases, conducting system check out, facilitating calls and providing support to Business user’s for Business Check out activities.
- Provide regular status reports to senior management on application status and other metrics.
- Report promptly to management and business partners regarding critical outages until resolution.
Environment: .Net Frame Work 3.5, VB.Net, C#.Net, ASP.NET, ADO.Net, SQL Server2005/2008, VB6.0, SVN, Team Track, SSIS, IBM WebSphere MQ, MS-Access, XML, XSL, Crystal Reports, IIS, XML SPLUNK, Autosys, .Net Web Services, Service Now Tool
Confidential, New Jersey, NJ
Technical Lead / Technical Architect
Responsibilities:
- Participate in requirement gathering JAD sessions and support documentation where applicable (business, functional, UI, usability, data, compliance, data migration, NFR, 3rd party tools & products).
- Raise clarifications with customer / onsite to eliminate any ambiguity on the scope of work assigned from the Client / Project coordinator.
- Track to closure any open clarifications with customer.
- Understand and translate requirements into design.
- Conduct meetings with customer SMEs, and BAs to understand and clarify functional and technical requirements.
- Provide input on technical effort estimation to arrive at resourcing plans.
- Participate in management reviews and teleconferences and report weekly status and walkthrough to the Project Manager / Client.
- Follow up with customer POC to resolve team issues and dependencies.
- Raise concerns regarding changes in timelines and expectations with customer point of contact to resolve the same
- Develop proof of concept for the complex problems.
- Setup development environment for team to work in.
- Break up the modules considering technical aspects.
- Understand interdependencies of the various components in work packages that are being developed.
- Create architectural, design documents for the assigned scope.
- Conduct peer review, as required.
- Organize design review sessions with various stakeholders to validate design is as per requirements.
- Identify the standards applicable for the work packages / components.
- Familiarize the team with development environment and customer specific coding standards, guidelines and best practices to be followed through sessions and document sharing.
- Review the code created by team and provide review comments to the developers.
- Develop code for core / critical module(s) needed for the project.
- Contribute towards development of framework.
- Develop/ review tier coding, business layer coding, interface development, service development, creation of stored procedures etc as applicable for the work package / project.
- Write efficient queries and understand logical and physical data models.
- Follow up with Developers to ensure integration of components (input / output).
- Troubleshoot critical technical issues.
- Handle escalations related to critical technical issues.
- Create detailed tasks for the scope and share timelines for the same with the team.
- Track the status of the tasks assigned, maintain detailed task information for the work packages owned and do periodic reporting.
- Conduct technical review and audit.
- Create quality check points for all deliverables.
- Prepare and report status for the scope responsible.
- Conduct peer reviews in coding and testing phase.
- Develop comprehensive unit testing cases for modules developed (as required) and unit test plans.
- Execute unit testing.
- Create unit test logs.
- Prepare unit test strategy, test plan document and data requirements.
- Automate unit testing and contributing to automation of unit testing.
- Perform developer integration testing by integrating the components developed by each individual team member and ensure that the integration for the team’s work has been completed before the next phase of testing (system testing).
- Signoff on test cases created by team.
- Discuss results / actions from NFR testing and signoff on the same for system testing / NFR.
- Participate in defect triage meetings with the team and confirm the defects identified, highlight any new change request to the agreed scope and identify actions to reduce defects.
- Monitor rework carried out on the code based on review comments from code review / defects raised in unit testing, peer testing, SIT, UAT testing or any other relevant testing phase for core / critical modules.
- Follow up with the team to close out on the defects.
- Identify ways to prevent defects.
- Participate in transition of knowledge and to support organization with any defects raised post production as required.
- Create training plan for team as identified in the training plan for the project.
- Plan and participate in innovation sessions.
- Identify and implement innovative processes to reduce manual intervention and improve productivity based on technology and domain expertise.
- Prepare business case to quantify process improvement (efforts saved etc).
- Identify/ evaluate opportunities for value add’s and implement value adds for the project.
- Participate in front end delivery audit(s).
- Highlight and identify technical risks to project manager.
Environment: WCF, Linq, Vb.Net, C#.Net, ASP.NET, Web Services, SQL Server, XML, XSL, IBM Web sphere MQ, Jenkins, sonarqube, TDD
Confidential, Chicago, IL
Technical Lead / Sr. Developer
Responsibilities:
- As a hand on Technical lead responsible for the design, development and implementation of all applications with in Prudential GI
- Involved in JAD sessions for architectural decisions and reviewing design solutions.
- Providing technical solutions to complex client requirements within the current system context.
- Translating the functional specifications into technical design based on business requirements and architectural decisions.
- Create unit test and integration test plans along with automation of unit tests.
- Enforce stringent code review processes and ensure delivery of quality code using innovative code review methodologies and using industry proven automated code review tools.
- Working with vendor team to understand system interfaces and work with them on regular basis to resolve technical issues.
- Communicating status report to project stakeholders on weekly basis for each project and provide status on milestones.
- Responsible for managing scope and planning aspects of various enhancements for the supported applications.
- Assigning tasks to individuals and tracking the daily status of multiple projects and enhancements.
- Key role in the project was to ensure holistic technical management, incident, and problem Management.
- Managing various dependencies, risks and issues in the projects and create mitigation plans
Environment: Windows XP, ASP.NET 2.0, AJAX, VB.NET, XML, Web services, SQL Server, Visio, VSS and CC.NET
Confidential
Technical Lead / Sr. Developer
Responsibilities:
- Responsible for developing SRS, SDD and other documents as per the ISO-9001 standards.
- Designing Prototypes, System Resource document and Use Case Diagrams
- Responsible for designing and modeling the Database using Visio Data Modeler.
- Programmed using ADO.NET for the data storage and retrieval
- Responsible for User Interface designing, coding and Report generation.
- Designed quires, stored procedures, and views.
- Apply software revisions and patches to the application environments to fix bugs and stabilize software functionality.
- Implementation of the Entire product at client’s place.
Environment: Windows NT, VB6.0, Active X DLL, SqlServer2000 and VSS
Confidential
Software Engineer
Responsibilities:
- I was the mentor and troubleshooter of the team.
- Responsible for designing and modeling of the Oracle Database using Visio Data Modeler.
- Coordinating development activities during Change request management cycles for allocated modules.
- Design, Coding and Debugging of Master forms, Transaction forms.
Environment: VB6.0, ASP, HTML, XML, MS-Visual InterDev6.0, Active X, ADO, Oracle 8.0 and Dream weaver for the Front-end design.