Customer Service Engineer

Samira Rao

Irving, TX

************@*****.*** - 716-***-****, 469-***-****

Highly motivated and result-oriented computer professional with over 8 years of experience in Computer/

Systems troubleshooting and maintenance committed to pursuing a successful career in Systems Design and

administration. I am confident about the skills that I posses, both Technical and personal, and am willing &

able to pick up any required skills that may be required for a project. I possess very good analytical and logical

skills. I am self-motivated, quick learner and an excellent team player. Across my professional experience I

have developed good interpersonal skills, which I utilized to establish strong & effective leaderships. Strong

Customer Service attitude and Time Management Skills along with superior organizational skills and with

efficient planning give me an edge to quality performance in my field.

WORK EXPERIENCE

Middleware/Application Server Engineer

J.C.Penney, Inc - Plano, TX - May 2011 to Present

Plan, Design and Setup the infrastructure for the Oracle retail software like Retail Merchandising System(RMS),

Retail Price Matching(RPM), Retail Integration Bus(RIB), RPAS Fusion Client, OBIEE

Architect, Plan and Install application platform solutions using software including WebSphere Application

Server(WAS), IBM HTTP Server, Oracle Fusion Middleware and Oracle Retail software, Fix packs and

upgrades.

Involved in implementation and support the JCP ecommerce/dot com application.

Work with Enterprise Architects to understand the JCP Enterprise standards and application requirements

Configure multiple authentication providers in Weblogic and WebSphere for security, based on the different

requirements for various applications

Plan, implement and test configuration for providing failover and HA for applications

Successfully migrate applications in Enterprise WAS version 7 to WAS version 8

Install and configure CA Wily Introscope for jvm analysis and monitoring

Implement SSL security for secure access to applications

Create scripts for various admin tasks like automation of startup/shutdown of processes, deployment, jvm

creation using wasadmin, python, wlst

Problem resolution during development, rollout and production support

Participate in application load testing, performance testing and help fine tune the jvm configuration to obtain

optimal performance.

Support projects in non-production and production environment as per agreed SLAs and as part of 24x7

on-call rotation.

Environment: WebSphere6.x/7.x/8.x, Weblogic 10.x/11.x, IBM HTTP Server 2.x/8.x, Oracle HTTP Server,

Oracle Fusion Middleware, Oracle Retail Merchandising System (RMS), Retail Price Matching(RPM), Retail

Integration Bus(RIB), RPAS Fusion Client, OBIEE, Oracle DB, IBM DB2, TIBCO, CA Wily Introscope, RHEL

6, Oracle Linux, AIX

Web Administrator

The Men's Wearhouse - Houston, TX - July 2010 to April 2011

The role of a web admin involved being responsible for the Ecommerce web and application server

infrastructure, day to day maintenance, support, stability and performance of the same.

Install, configure and maintain WebSphere Commerce in a clustered environment.

Configure and maintain Escalate/Blue Martini Weblogic application in a clustered environment.

Deploy WebSphere / Weblogic application builds to cluster.

Set and maintain the architecture and design for Web Application infrastructure.

Administer and support Intranet infrastructure, including HTTP servers, Web application servers

Diagnosing and resolving WebSphere / Weblogic systems related problems.

Implement basic shell scripts for WebSphere maintenance.

Troubleshoot website problems and develop permanent resolutions

Provide onsite and offsite (on call) support.

Respond and resolve helpdesk Web support tickets.

Design, implement, test, and improve disaster recovery procedures and system designs.

Environment: AIX 5.3/6.X, RHEL 4.X, Windows 2K3, IBM DB2(UDB), Oracle DB, WAS ND 5.X/6.X, IBM HTTP

Server 6.X, Apache 2.X, Websphere Commerce Server 6.X, CA Wily Introscope, Weblogic 10.x, Escalate

Blue Martini

Implementation Support Engineer

Safeway Inc - Walnut Creek, CA - May 2006 to June 2010

As a WebSphere Administrator, the primary responsibilities included designing, building, and supporting web

and application systems for a large scale enterprise level WebSphere application Server and WebSphere

Commerce Suite platform. This position required focus on systems and application stability, security,

performance, and capacity management, as well as documentation. The job profile included overall

responsibility for the effective implementation, ongoing growth and day-to-day support of the company's

Application Platform middleware including the WebSphere based E-Commerce platform.

Engineered, installed, configured and maintained WebSphere Application Server environments and

WebSphere Commerce Server, with IBM HTTP Servers in tier 1.

Deeply involved in design and planning of the WAS/Commerce environments.

Setup clustering and implemented high availability and scalable solutions for WAS and Commerce Server.

Suggested and Implemented configurations for performance tuning of WAS environments.

Enabled monitoring at various levels for pro-active monitoring of the environments.

Effectively used the Wily Introscope tool for monitoring and for application triaging.

Implemented and configured the Sun Access Manager agent for WAS to incorporate the global Access

and identity management solution at Safeway. The SUN AM agent was also used to provide SSO and

authentication services at different levels for applications.

Provided support to various other technologies like WebSphere MQ, Control-M and pm4data.

Acted as L2 and L3 level support and participated in 24x7 periodic on-call support rotations.

Wrote detailed, effective documentation and transitioned work to various other support and Operations

personnel.

EDUCATION

M.S. in Computer Science

DePaul University - Chicago, IL

2004

B.E. in Computer Science

Mumbai University - Mumbai, Maharashtra

2001

ADDITIONAL INFORMATION

Technical Skills:

Proficient knowledge of WebSphere Application Server ND 5.1/6.0/6.1 and Weblogic 11.x

Vast experience in Installation, Configuration, upgrade and Management of WebSphere Application server,

Weblogic, WebSphere Commerce Server, IBM HTTP Server, Wily Introscope

Expert in Infrastructure set up of Oracle Retail software like Retail Merchandising System(RMS), Retail Price

Matching(RPM), Retail Integration Bus(RIB), RPAS Fusion Client, OBIEE

Expert in performance tuning, monitoring and trouble-shooting Application Servers and web servers.

Good knowledge of Application Server security architecture, LDAP based/Custom user registries, different

authentication and authorization mechanisms and SSO, and Application Server keystore and certificate

management.

Strong experience in horizontal/vertical clustering and high availability and load balanced configurations.

Extensive knowledge of WebSphere PMI and Performance Monitoring using Wily Introscope.

Good understanding of Systems infrastructure and environment support requirements for Ecommerce

environment

Delivered and managed various development, testing/QA and production environments for existing systems

and new projects.

Understanding of various technologies (including UNIX, windows, network, monitoring, DB2) needed to

implement and support the systems and middleware.

Extensive experience supporting the system operations of large scale applications running on a hybrid

platforms

Monitor and tune platforms to ensure expected availability and performance levels are achieved.

Perform root cause analysis for service interruption recovery; create preventative measures and present

to management.

Experience in providing 24x7 datacenter support and involved in periodic on call rotations.

Experience working with vendors to Research and Analyze new products and played a significant role in

decision making regarding acquisition of new software.

Experience working with multiple vendors and coordinating tasks to successfully implement and deliver multi

million dollars, multi phase projects.

Good understanding of SOX requirements for IT and maintaining compliance by effectively using Change

Management tools like BMC ITSM and Remedy to track changes made to the environments.

Contact this candidate