Engineer Support

Rajendra Jagannatha

I have over ** years of Operations experience executing engagements like Application Support engineer,Tier 3 production Support, Database Administration, System Admin, Deployment engineer in Microsoft technologies across varied business domains, and good understanding of all stages of the Software Development Life Cycle (SDLC) and Agile Process.

Good Technical Hands on experience in Application and Database System administration. Design of Server Architecture for High availability of business critical applications. Good hands on experience with ITIL and MOF process within Microsoft.

Good IT experience in Database Administration and Support of MS SQL Server 2016/2014/2008R2/2005 in Production, Test, Development and Cluster Server Environments.

Have good Hands on administration of BI Apps/ database/application/reporting solutions of Microsoft business critical systems for over 11 years.

Migration of Applications / Sql servers from On-Prem servers to Azure environment.

Experience in Disaster Recovery Planning, Execution and Testing at remote side.

Experience in RDBMS database design, performance tuning, optimization, backup and recovery in SQL Server 2012 and previous versions.

Experience in using SQL Server Tools like DTS, Import/Export Wizard, SQL Server Enterprise Manager, SQL Profiler and SQL Query Analyzer

Migration experience from MS SQL Server 2005 to MS SQL Server 2008 and 2012.

Powershell scripting tools created for Day to Day tasks like Server/Services Offline/Online, Server drive space details etc.

AWS experience (RDS and EC2 Instances).

PROJECT PROFILE

SUMMARY

Client/Project

Location

Role

Duration

GPP Finance Application

Bellevue,USA

Application Support Engineer

Feb 2016 – till Date

MS STARR Finance Applications

Redmond, USA

Application Support Engineer

June 2014 – Feb 2016

CAP BI Systems.

Redmond, USA

Application Support Engineer

April 2013 – June 2014.

JAZZ BI Operations.

Redmond, USA

Application Support Engineer

July 2011 – Mar 2013

Atlas Jazz DBA Project.

Redmond, USA

DBA \ Application Support Engineer

May 2009 – June 2011

Microsoft Service Enterprise.

Redmond, USA

Application Support Engineer

May2008 – April 2009

The Enterprise and Reporting Systems.

Redmond, USA

DBA \ Application Support Engineer

May2005 – April 2008

TECHNICAL SKILLS

Area

Skills

Technologies

.NET Framework 4.5/4.0, ASP.NET, ADO.NET, ASP 3.0,

Web Services,Mirroring, Clustering, ETL, SSIS, DTS,

Databases / RDBMS

MS SQL Server 2016 and previous versions, Sybase SQL Server, Oracle 8i

Operating Systems / Platforms

Win 2012 Adv Server and most of previous versions

Application / Web Servers

IIS 8.5 and most previous versions.

Tools

Getsmart, wherescape, Jenkins,Nagios,Octopus, Jira, SCCM 2012,Confluence,SAN,myvip, RDTracker, MS Project, MS Visio, Product Studio, MS VSTF, Source Depot, MS Office.

Programming Languages

T-SQL, Power Shell

EXPERIENCE DETAILS

Client

Expedia

Project

GPP Finance Ops

Description

This portfolio comprises of supporting finance applications where Tech Ops performs application and server health monitoring and onboarding, code deployments, and incident management.

Role

Application Support Engineer

Environment

Windows Server 2012, MS-SQL 2016, MS Office suite, Nagios, SCOM, Jenkins, Jira, Getsmart, confluence, SCCM 2012,AWS Console

Contribution

Incident Management and problem management

Proficiency in troubleshooting issues related to network/Server/Database and application.

Achieved a 99% SLA to customer response incidents

Document and process server procurement, work with SAN team for drive configuration and troubleshooting issues.

Create Confluence page on recurring issues and its mitigation steps.

Create RCA document and publish details of the incident to all stakeholders.

Send Initial/Update/Resolution notification, manage templates and notification list application wise.

Use of powershell scripts to perform daily/monthly routine tasks.

Maintained a high level of customer satisfaction.

Provide updates to management of known risks and issues for visibility.

Installation and configuration of database servers and application tools

Providing deployment using Jenkins and support to Test / Preproduction and Production environment. Setting up systems for the above from procurement planning to Go-Live.

Developed release to production implementation plans for complex implementations

Publish Tableau Dashboards

Migration of SSIS Packages.

Use Getsmart to rotate servers out of load balancers.

Duration

June 2016 – Till date

Client

Microsoft

Project

MS STARR applications

Description

This portfolio comprises of supporting multiple applications namely Corptax, Energy Smart building, Smartsuite to name few.

Role

Application Support Engineer

Environment

Windows Server 2012, MS-SQL 2014, MS Office suite, Azure Cloud.

Contribution

• Proficiency in troubleshooting issues related to

network/Server/Database and application.

• Familiar with deployment processes for cloud services such

as Azure and work flow based tools.

Deploying builds for MSSTARR applications.

Work on Mirroring, Clustering and High Availability environments.

• Onboarding On-Perm systems to Azure Cloud environment.

•Troubleshooting performance bottlenecks in Azure environment and configuring the systems.

•Monitored and modified Performance using execution plans and Index tuning. Ensured the packaging/processing deliverables are completed on time.

•Automation in monitoring servers and databases.

•Installing and upgrading SQL servers as and when new versions/patches are made available.

•Raising tickets for new Azure VM’s and working with Azure team to meet deadlines. On boarded 12 applications to Azure environment saving Microsoft cost and time.

•Prepare RCA and work towards implementing best approach

to prevent repeat issues.

• Ability to interact with different Business Groups and track

progress of Critical issues.

•Document and process server procurement, work with SAN team for drive configuration and troubleshooting issues.

•Use of powershell scripts to perform routine tasks

•Provide updates to management of known risks and issues for visibility.

•Maintain latest project related documents/KB articles into sharepoint.

•Incident Management and problem management

•Technical /Code specifications review for risk mitigation.

Duration

June 2014 – June 2016

Client

Microsoft

Project

CAP BI Systems Support/Consumer Online Analytics SD Work

Description

CAP Stands for Customer Assistance Platform. CAP is the only one incident platform for Global Consumers. Consumer lines of businesses - All of consumer support for Windows, Office, Xbox, Zune, MSN, Office Live and PC Health.

CAP Approximately handles 36 million incidents annually and the CAP data solutions are mission critical to the business (i.e. Product feedback, Continuous improvement, forecasting, operations, etc.) Approximately 8,000 agents on a low month and up to 21,000 agents on a launch month leverage the CAP Solution.

Role

Application Support Engineer

Environment

Windows Server 2008 R2, MS-SQL 2008 R2, MS Analysis Server 2008 R2, Visual Studio 2012.

Contribution

Responsibilities:

Onboarding of servers, Planning related to requirement and budget for infra related tasks.

Analytical – Problem Solving Skills.

Troubleshooting complex application and infra related issues.

Support and co-ordinate between multiple teams for resolution of issues.

Providing support to Test / Preproduction and Production environment. Setting up systems for the above from procurement planning to Go-Live.

Handle issues related to Server/Database and Network. Co-ordinate with teams for timely intervention and unblock issues as needed.

Provide on-call support 24/7.

Deploying releases after code review.

Maintain documents and provide status update during issues/releases to management team.

Setting up Test/Pre-prod/Prod environments .

Work with business to accommodate maintenance window with minimal downtime due to application criticality

Fix production issues on the spot due to criticality of the application.

Represented production team in triage, design and functional spec meetings

Maintaining security for the applications.

Duration

Mar 2013 – June 2014

Client

Microsoft

Project

JAZZ BI Operations

Description

Jazz is an advanced business intelligence solution that is used to analyze the monetization of Microsoft display advertising properties. YAP combines data from multiple source system to create the system of record for Display Advertising yield analysis.

Role

Application Support Engineer

Environment

Windows Server 2008 R2, MS-SQL 2008 R2, MS Analysis Server 2008 R2, Octopus, SCOM 2012

Contribution

Responsibilities:

Deployment of Code to UAT and Prod environments using Octopus tool.

Installation and configuration of database servers and application tools

Support Cube processing to Worldwide users within SLA.

Co-ordinate with engineering team and provide inputs.

Analytical – Problem Solving Skills.

Good experience at Excel pivoting and power pivoting.

Validate the data exposed through OLAP Cubes. This included verifying and validating the data in the Facts and Dimension tables.

Drive documentation for processes and improvements to streamline and optimize work performed.

Installing SQL/OS Hot fixes and security patches Clustered servers.

Cluster failovers and managing HLB through myvip to disable and enable servers.

Setting up of Mirroring,Logshipping for Databases for High availability.

Report generations weekly/daily/monthly.

Duration

July 2011 – Mar 2013

Client

Microsoft

Project

Atlas

Description

Atlas Group within Microsoft supports internal reporting servers containing aggregate fact and dimensions for Atlas, Ad market and Drive PM. The DMS project within the atlas group manages over 60 customer Databases and OLAP servers.

Role

DBA \ Application Support Engineer

Environment

Windows 2008 Enterprise, MS-SQL 2008, MS Analysis Server 2008, Windows Adv 2003, MS-SQL Server 2005

Contribution

Responsibilities:

Installation and configuration of database servers and application tools

Creation and setting up user groups and permissions.

Troubleshooting complex user related issues.

Monitoring and optimizing the performance of the server

Allocating system storage and planning future storage requirements for the database system.

Installing SQL/OS Hot fixes and security patches. Including Logshipping and Clustered servers.

Interact on a need basis with QA teams and development teams to design and deploy each new generation of our computing and network architecture.

SAN Drive documentation for processes and improvements to streamline and optimize work performed.

Manage and implement Backup and Database recovery effectively

Windows 2008 Clustering failover

Trouble shoot SAN drive issues.

Setting up SCOM alerts.

Duration

May2009 – July 2011

Client

Microsoft

Project

Microsoft Service Enterprise (MSE)

Description

Microsoft Service Enterprise (MSE) is an internal issue tracking and service management system, which provides metrics for more than 1000 Microsoft workgroups. MSE allows various support organizations to log, track, manage, and escalate issues. MSE simplifies exchanging incident information between client and support organizations by leveraging consistent taxonomy, consistent business processes, integration of dependent applications, and leveraging “out-of-box Siebel” functionality.MSE is built on Siebel eBusiness Applications. Siebel provides a wide application suite. MSE is using Service, Infrastructure, Change and Incident Tracker Requests.

Role

DBA \ Application Support Engineer

Environment

Windows Adv 2003, MS-SQL Server 2005,Siebel 7.7.3

Contribution

Responsibilities:

Work directly with customers to understand their IT infrastructure and help build server configurations that support optimal performance of our solutions.

Upgrade and maintain Production and UAT environment.

Work directly with testers and developers to provide timely resolution to production issues.

Provide direction to improve, analyze, and optimize day-to-day operations in a very large automated infrastructure of Windows servers

Provide technical expertise to perform root cause analysis of service interrupting incidents; develop and implement strategies to prevent recurrence

Interact on a need basis with QA teams and development teams to design and deploy each new generation of our computing and network architecture.

Create or propose technical solutions when faced with a new complex systems design or process issue, where little or no precedent exists.

Drive documentation for processes and improvements to streamline and optimize work performed.

Keep up to date inventory of all Server equipments.

Duration

May2008 – Mar2009

Client

Microsoft

Project

The Enterprise and Reportal Project

Description

This project included upgrade version from Siebel 6.1 to Siebel 7.5, also covering various other application implementation like Siebel Analytics, SWS, and Det. The upgrade involves upgrade Siebel db from version 6.1 to 7.5, transforming data. This project is supported by global support team across US, EMEA and Asia. We provide 24/7 support from offshore. Have Good communication and Handoff with other teams. The main supported applications are Siebel, Siebel Analytics, and SWS etc. This critical support involves the server uptime all issues related to the environment like OS issues, Network issues, SQL and replication issues etc. We have production, pre-production and training environment for better visibility.

Role

DBA \ Application Support Engineer

Operating System(s)

Windows 2003 Adv Server

Skills

ETL Extract, SQL Server 2005,Siebel,Accounts,Finance,Sales & Marketing, Sybase, Windows 2000 Datacenter server, Technical Consultancy

Environment

Windows Adv 2000, Windows Adv 2003, MS-SQL Server 2005,Siebel 6.6,Siebel 7.2,Siebel Analytics

Contribution

Work closely with other global support team to have smooth functioning and rollout of assigned tasks. Timely Escalation of issues and follow up with Redmond team and MS India. Responsible for any issues related to the offshore project.

Operational responsibilities include all of the tasks which keep the servers up and running on a daily basis such as installing/upgrading SQL, Monitoring Server errors and troubleshooting them, configuring backups and DBCCs, Working on ad hoc requests, coordinating maintenance work with other operations group, performing maintenance in off-hours, monitoring log shipping, installing SQL, Hot fixes. Project Documentation, Installing and configuration of SQL Server Installing and configuring Siebel 7.5 Backup of the Siebel test environment. Restoring the Databases after every Phase of testing.

Supporting offshore team on Siebel and SQL server Handling requests on SQL logins Requests on Database access and privileges Handling requests on the SSIS packages Configuration of Siebel environment setting up Siebel gateway, Enterprise servers.

Generating, Managing reports through SSRS

Trouble shooting the Siebel administration issues Upgrading the Siebel Database using Siebel configuration Importing and exporting the Siebel repositories Synchronizing the Database schema using Siebel Configuration Siebel Application administration

Duration

May2005 – April 2008

PERSONAL DETAILS

Name: Rajendra Jagannatha K

Phone: 425-***-****

Personal Email: **********@*****.***

Work Permit : GC – No sponsors needed, can work for any employer on W2

Qualification: BE (EC)

Location : Redmond,WA

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