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EXPLORE
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$25 USD / Hour
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United States (10:58 PM)
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Joined on April 17, 2010
$25 USD / Hour
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I have 7.5 years of experience as Application Support Analyst with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods to meet customer business requirements. I consider myself a fast learner and a team player, my objective is to leverage my experience while continuing to be challenged
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Experience
Sr. Consultant
Oct, 2013 - Oct, 2014
•
1 year
IT Company USA
Oct, 2013 - Oct, 2014
•
1 year
Project Profile: The Consumer Portal(CP) Sustain project in Bank Client involve the support of Mobile , Web Banking and Call Center Applications which are used by End user and Call center agent to perform different banking Operations. Team is responsible for monitoring and stability of the applications, Root cause and Long term tix for any High Sev issues, Infra/Release Maintenance, scripting/small development for any internal changes or monitoring purpose. Contribution / Highlights: L2/L3 Technical Support Triage any ticket opened by Call Center/ Tech Support L1 Team regarding the Mobile ,Web client or internal banking operation application and provide resolution Analyze and monitoring TeaLeaf and Splunk for application stability Analyze TeaLeaf data for any session activities to find the out user session issue Monitor Akamai for static content display Work with business for any new changes and keep updated on monthly tracker and open issues Work with cross track team for any pending issue and follow up toward resolution Perl/Unix Scripting for server restart jobs and monitor schedule job to perform different operations Document the new process and trained the L1 team and offshore team on the same Pro-actively provide the support to the 3rd Party, Bank Operation and Management with status updates on the issues Coordinate with offshore teams on day to day update on the project and keep them in sync Monitoring support incidents without missing any SLA Addressing the performance related issues - query tuning Work on salesForce Reporting tool to generate different report to update the internal and client Management on open issues and status Participating in ad-hoc meetings with client and business partners on various day to day issues Work with the 3rd Party like 41st Parameter, Ensenta , CashEdge, RSA, Exact Target, FIS for Weekly maintenance and any customer facing issues for root cause Work on Sev1/Sev2 issues with different team and back up application within SLA Period
Oct, 2013 - Oct, 2014
•
1 year
Application Support Analyst
Jan, 2007 - Sep, 2013
•
6 years, 8 months
MNC IT Company
Jan, 2007 - Sep, 2013
•
6 years, 8 months
Project Profile: The “Quote to Order (Q2O) Commerce Workspace (CCW) Config and Order” project in MNC Client involves the support, maintenance of a Suite of applications as well as Build Release Engineer that are utilized to support the Quote to Order business process and specifically in relation to supporting the whole cycle of business configuration activity from the creation of configuration to its validation and Order booking for the customer. Contribution / Highlights: Interact with the application owners and the business/client users who are responsible for the application to gather the requirements and determine the functional changes to be done L3 Technical Support Document the business requirement and forward to development team Design, document and code an automated integration, build, test and release process Manage release branches Work with Cross Track team for Testing New Release Changes, Verify Test Cases for cross flow impact Writing Perl/Unix Scripting to automate the system and reduce manual work Need to understand their point of view and suggest ways of implementing it. Analyze the pros and cons of implementing them and finalize the requirements in the form of ‘Project Requirements Document’ and get the business approval Pro-actively provide the support to the customers with status updates on the issues Coordinate with offshore teams and leading onsite team on day to day progress of the project Providing Transition and Knowledge transfer to the offshore members on the ongoing up gradations of processes and functionality Monitoring support incidents without missing any SLA Train Level 1 and Level 2 team for User Training issues Analyzing and working on the various issues raised by the customers and business partners while using configuration applications or booking orders Coordinating with business stakeholders and identifying enhancements/bugs based on the issues reported by partners Addressing the performance related issues - query tuning Preparing different types of reports for the various stakeholders, for example, Daily Status reports, Product Information, Quarterly Incidents statistics, Application Usage report, etc. Participating in ad-hoc meetings with client and business partners on various day to day
Jan, 2007 - Sep, 2013
•
6 years, 8 months
Education
Gujarat University
2004 - 2007
•
3 years
Master Of Computer Application
India
2004 - 2007
•
3 years
Certifications
F
Foundation vWorker Member
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