Gagandeep Singh

SUMMARY:

. Possess around ** yrs of hands on experience on Application

development/support, monitoring, Incident Management, Change

Management, Deployment & Release management and Vendor Management

. Have a good Understanding of ITIL v3 processes and Agile Methodologies

. Extensive experience in working in OSS/BSS framework

. Assist in Business Continuity Plan and Disaster recovery measures

. Good understanding of SDLC and ITSM

. Possess good analytical, resolution and communication skills

CAREER ASPIRATIONS:

. To pursue a continuing career as an Project Manager ensuring Service

Delivery in Application Support and Infrastructure Support.

. Provide solutions for tools development to ensure cost efficiency

using technologies like Java, PL/SQL and Shell Scripts on UNIX

flavors.

. Willing to work in multiple technologies and multiple domains

ACADEMICS:

. Bachelors in Computer Application

. Masters in Computer Application

CERTIFICATIONS:

. ITIL V3 Foundation

. Oracle Certified Pl/SQL Developer

TECHNICAL SUMMARY:

SKILLS TOOLS

Operating Systems Windows, Solaris, UNIX

Languages C++, PL/SQL

Database(s) MS Access 2003,Oracle 9i,10g, MS SQL

Server 7.0

Version Control Teleogic3.0, Clarify Bridge, HPQC

Scripting Languages Shell Scripting

Web based technologies HTML, XML, MS FrontPage, Core Java,

Webservices

Packages MS Project, MS Office (MS Word, MS

Excel, PowerPoint etc.)

Middleware IBM MQ Series, JMS

Communication Protocols FTP, TCP/IP, SSL, SSH

Webservers Webogic, tomcat apache, WebSphere, IIS

Tools TOAD, Eclipse, WinSCP, PL/SQL

Developer, Putty, Tivoli, Whats-up

Gold, Autosys, BMC Remedy

ACHIEVEMENTS :

. Developed excellent relations with customers and received several

complimentary emails and letter of appreciations for work. during my

tenure in Tech Mahindra as well as other organizations

. Having around 3 years of onsite experience involving client

interaction, transitioning, knowledge transfer and offshore team

building

. Implementation of ITIL processes and best practice in areas of

Incident Management, Change Management, Deployment & Release

Management and Vendor Management

. Active participation in sports and a passion towards training and

mentoring.

WORK HISTORY:

Duration Organization Role

July 2012 - August 2013 SunGard Financial Specialist - Application

Services Support

June 2006 - July 2012 Tech Mahindra Ltd. Sr. Technical Associate

July 2005 - June 2006 Synergetic Infotech Pvt. Consultant

Ltd

Jan 2005-June 2005 Wipro BPO Constumer Care Consultant

WORK EXPERIENCE:

SunGard Financial Services, PA

July 2012 - August 2013

Specialist - Application Support/ Production Support

Project Details:

SunGard is one of the world's leading software and technology services

companies. SunGards' four businesses serve approximately 25,000 customers

in more than 70 countries. As a part of Availability services, there are

dedicated teams working in development and support areas for various lines

of products for Wealth Management, Investment Banking, Trading, Payment

Systems, etc. Global Plus is a product for the Wealth Management and is

used by 40+ customers across the world. As a part of GlobalPlus

Availability services, we had to cater to the array of customer needs and

requirements and ensure that the suites of applications under Global Plus

product are available 24X7, which also includes supporting application that

interfaces with payment systems and gateways like SWIFT, Fedwire, etc.

My Responsibilities:

. Team Management of 15 members spread across various geographies (Pune,

Banglore, Tunisia & US)

. Process optimization by implementing ITIL best practices ensuring cost

benefits

. Automation & Cost improvement by infusing new technologies for tools

development

. Availability Management by ensuring proactive monitoring with in-house

built tools as well as third-party tools.

. Participated and encouraged team for Disaster recovery drills as a

part of Project BCP (Business Continuity Plan)

. Incident Management while ensuring RFT (Right First Time) therefore

minimizing the response and resolution time to avoid SLA violations.

Interacting and involving stakeholders for P1 issues for quicker

resolution. Getting the CAB approvals in case of emergency changes.

. Tracking Defects and reporting to development and engaging Change

Manager for approval. Deploying the changes in test and production

environment and ensuring validation is done.

. Client interfacing and engaging management and stakeholders in a multi

culture 24x7 work environment and facilitating shifts.

. Tape Backups and restore of data

. Vendor interaction in case of downtime or any other disaster

situations and creating a backup plan in cases of failure to contact a

particular vendor/supplier

Environment:

IBM PC, Solaris, Core Java, Whats-up Gold, Oracle 10g, PL/SQL, Perl, Shell

Scripts, TOAD, IBM Webshphere, CFS, Eclipse, Big Brother, Tivoli User

Management, IIS, Networker

Tech Mahindra Ltd.

June 2006 -July2012

Work Experience details:

Transition Lead anzania/Rwanda/Ghana, Africa Jan 2012 - Apr 2012 (4

months)

Client - tiGO Africa

Project Details:

TiGO is the biggest telecom service provider in Africa Region and Tech M's

responsibility is to provide services that involve providing Application

Support and Infrastructure and Environment Support for the applications in

CRM, OMS, Provisioning, Billing, Call Center, POS, EDW and others.

My Responsibilities

Being a transition lead, I had to ensure seamless transition of application

in each country right from KT, Shadowing, and Reverse Shadowing to Steady

State.

. Preparing SOP and SAD documents.

. Maintaining the SharePoint portal for KMS.

. Arranging calls between the client and Tech M teams across countries so

as to ensure proper communication amongst the stakeholders

AT&T (Hoffman Estates, IL)

Mar 2011- Oct 2011

Application Support

Project Details:

AT&T is the biggest telecom service provider in USA and Tech M's

responsibility is to provide services through Nitrous Engagement, which

involves providing Application Support (USD Application Support), and

Infrastructure and Environment Support (IEDM & TEMO). For the SDP line of

support various tools development and services were provided to AT&T.

Development of Tools was done using Web technologies like Java,

webservices, etc. for giving immediate work-around and fixes

My Responsibilities

. Working with Order Fallout team to repair orders stuck in SDP using

either UPST tool or through developing workaround tools using Java.

Working in 24x7 Support environment and actively participate in

Outages/downtime caused by our applications.

. Investigating the request/response XML of the Orders that are stuck at

SDP or other upstream or downstream systems and liaising with the

respective teams for support in order to rectify and complete the stuck

orders

. Developing tools on Core Java for Order repair and develop and maintain

on-demand and daily ESP jobs through .wld file. Monitoring Workflows in

Informatica Workflow Monitor

Environment: IBM PC, Solaris, Core Java, ESP, Oracle 10g, PL/SQL, Perl,

Shell Scripts, TOAD, IBM Webshphere, AOTS, Eclipse, Informatica.

AT&T, IL

Aug 2009 - Mar 2011

Deployment Manager /Change Agent Hoffman Estates

Project Details:

AT&T is the biggest telecom service provider in USA and Tech M's

responsibility is to provide services by facilitating the roles of Change

Agents that involves overall deployment scheduling & coordination and

Deployment Managers that involves Installation & validation of software

products through the Deployment and Release Management services of ATT

Uverse

Responsibilities:

. Preparing (planning, coordinating, and scheduling) and installing

(scripting, staging, executing and validating) application code,

application services, infrastructure code, certain types of scripts

and configurations

. This was achieved by using high quality repeatable deployment

processes, each team member performs a pivotal role in the progression

of a service from the various test (QC, SAT, CLEC, ETS) environments

through the deployment to the Production systems and provide 7x24

services through an on call rotation

. Initial 6 months invested in training from client and transition to

the offshore team of size 3. Later developed and reviewed automation

scripts prepared for automating the deployment process and also

reviewed the deployments that were Incomplete or Complete with

Complications. My role also involved co-ordinating with internal

clients and application owners for scheduling the deployments and

creating change request though a prop. Tools

Team Lead Responsibilities

. Identified risks in the team

. Identified potential risks and issues in the project and helped team in

determining the root cause of the issues

. Prepared control chart to check for the stability of the process

. Prepared matrix based responsibility chart for the team.

. Helped Project Manager in preparing resource histogram

. Contributed to preparation of business continuity plan

. Conducted team meetings and prepared minutes of the meeting.

Environment:IBM PC, Solaris, Oracle 10g, PL/SQL, Perl, Shell Scripts, TOAD,

IBM Webshphere, KARMIn, AOTS TM.

Qwest Communications Pune/Arlington, VA June

2008 - July 2009

Oracle PL-SQL Developer

Project Details:

Qwest is a leading telecom service provider in USA and Tech M's

responsibility is to develop and maintain its quoting and ordering flow

based on SOA (Service Oriented Architecture) with SDP (Service Delivery

Platform). Application development is carried on using Java and related web

technologies. Database calls are made through the DAO (Data Access Objects)

from the application.

Responsibilities:

. As a DB analyst I am involved in development and DB analysis.

Development involves creation of packages, procedures, functions.

Usage of cursors, triggers, oracle objects, arrays, etc is also

majorly involved. Decisions pertaining to changes in tables and

creation of DB objects like tables, procedure and packages are also a

key responsibility

. Worked at client location in Virginia, US as a DB Consultant and my

responsibilities include usage of Dimensions for Code merging &

version control. Tasks involved - Schema Maintenance, Performance

Tuning and other administrative DB tasks in addition to the role of DB

developer in addition to developing the Java based APIs using Core

Java

Environment: IBM PC, Core Java, Solaris, Oracle 10g, PL/SQL, Perl, Shell

Scripts, TOAD

British Telecom, India

June 2006 - June 2008

Production Support Analyst

Project Details:

The system titled Flow Stream is developed by Tech Mahindra and British

Telecom. The module of the system is Flow Execute. This is an Order

Provisioning engine for BT System for the orders that are placed on the CRM

packages (One Seibel, Eco, etc). For different types of product, Flow has

different set of drivers (C++, Pl/SQL, shell scripts). Once the order comes

to Flow, it uses the drivers that are used in the order placed and these

drivers perform functionality like:

0. making backend calls

1. Exchanging messages over XML, DB Link, MQ channels.

2. fetching data from databases

3. establishing connection through SOAP binding proxy

Responsibilities:

Worked as a team member (with a team size of 30+) and later team lead

(leading a team of 6) for the FLOW WLR Support Group was responsible for

the follows -.

. Development of components and services in C++ and PL/SQL.

. Preparing HLD [High Level Design Document]and LLD [Low Level Design

Document] for the new deliverables

. Testing the components in the UT [Unit Test Environment] and co-

coordinating with the CST and IVVnT teams for End-to-End testing

. Preparing schedules for work, attending and chairing various

conference calls, to track project status and management reviews

within the project.

. Preparing Design Docs, Test Cases and Test Logs are some of the

routine activities.

. Other activities -

. Liaison with the User support group and help desk to determine nature

of fault, fault resolution, etc.

. Assisted in Implementation of Agile Methodology within the development

team.

. Preparing scripts using PL/SQL and Shell Scripts to repair the orders

placed on the system and as well as continual monitoring, doing health

checks, generating daily proactive monitoring reports.

. Ensure SLAs are met and ASM processes are followed

. Act as a central coordination point for various cross functional

support activities support activities

. Provide second line support for Retail Line of Business including

handling faults raised by users and carrying out various proactive

maintenance activities, to minimize fault levels.

. Building up a very strong customer support and communication structure

Environment: IBM PC, Solaris, C++, Oracle 9i, PL/SQL, Perl, Shell Scripts

Synergetic InfoTech Pvt. Ltd.

July 2005 - June 2006

As a Consultant provided Software Consultancy on Projects for Software

giants like L & T Infotech, Polaris, Datamatics, GSSL on technologies like

C, C++, VC++

0. Designed the classes, methods for the different geometric shapes with

GSSL

1. Worked on Banking Module with Polaris - Implemented classes using

inheritance and polymorphism

2. Developed In line functions, constructors, destructors

3. Worked on Rouge wave Libraries to extend third party functionalities for

the applications

4. Developed PL/SQL, C++ Modules on UNIX and Windows for the in-house

development team Syncon

Environment: IBM PC, Solaris, C++, Oracle 9i, PL/SQL, Perl, Shell Scripts

Wipro BPO

Jan 2005 - June 2005

As a Customer Care Consultant was involved in handling customer queries

pertaining to the AOL mail-client as well as other technical issues related

with their ISP provider.

WORKSHOPS/TRAINING PROGRAMS ATTENDED:

5. Perl Script, TechM internal training, Duration 4 days : Feb 2007

6. Data Structures in C, Synergetic internal training, Duration : 5 days :

December 2005

7. C++ and Advanced C++ : Synergetic internal training, Duration : 5 days :

December 2005

8. SQL Server: Synergetic internal training, Duration : 5 days : January

2006

9. Basic in Telecom Tech M Internal Training Duration 1 day: Aug 2006

10. Borland Together Tech M Internal Training Duration 1 day: Aug 2006

11. VoIP, TechM Internal training, Duration 2 days: Dec 2006

12. OSS/BSS in Telecom TechM Internal training, Duration day Sept 2007

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