Support Management

DEEPTHY VARGHESE

BUDD LAKE, NJ 848-***-**** ***************@*******.*** LINKEDIN: DEEPTHY VARGHESE

SENIOR APPLICATION SUPPORT ANALYST

Results driven, quality focused professional with 5 years of experience in infrastructure support, IT automation, scripting, PL/SQL, MS-SQL database administration, training, ITIL process, team, and client management. Exceptional and rapid ‘big picture’ evaluation and analysis for developing plans for recovery or executions. Decisive leader igniting high-performance teams and contributes a tenacious, business-minded approach to drive and execute objectives. Excels at creating solutions and leading efforts to improve testing capacity, increase efficiency, significantly simplify processes, and contribute to enhancing service performance and features. Reputation for solving complex problems with creativity and out-of-the-box solutions, while delivering cost-saving measures.

PROFESSIONAL PROGRESSION

SENIOR SOFTWARE ENGINEERING ANALYST ACCENTURE SOLUTIONS PVT LTD. BANGALORE, INDIA 6/2016-12/2017

Assumed Senior Application Support Analyst role for Cost and Project Management Teams for AT&T Technical Operations.

Provided support to 20+ applications spanning around Oracle PL/SQL, MS-SQL, Windows, Unix, ColdFusion, WebSphere

Operational activities for HR databases including troubleshooting, monitoring and providing resolutions to meet SLAs.

Spearheaded successful SQL server database migration for backups, recovery, and application maintenance.

Built SSIS packages to determine customer requests, recommend best practices, and design workflows for customers’ needs.

Provided infrastructure support and troubleshot potential bugs for HR and financial applications by interfacing with clients.

Utilized IT automation tools like AutoSys to nullify the human error factor.

Designed and developed Splunk dashboards, reports, alerts, scheduled jobs.

Maintained internal and external websites on IIS and managed FTP sites; created application pools for web applications; configured and renewed SSL certificates for IIS applications.

Collaborated with team to develop a data center migration plan as part of disaster recovery for an AT&T mission-critical application; plan assisted team in preparation for Fairfield, CA wildfire (2017).

Identified issues and created new security measures for data security by investigating potential security and data violations.

Resolved adherence and tracking issues for senior management; worked with the management team to determine weekly scheduling and forecasting.

Facilitated weekly meetings with leadership to address forecast variance, upcoming projects, training needs, and staffing.

Developed, maintained, and improved service management processes by collaborating with the IT Operations team to maintain technical knowledge and documentation.

Ensured all platforms were AT&T Security Policy and Requirements (ASPR) compliant.

SOFTWARE ENGINEERING ANALYST ACCENTURE SOLUTIONS PVT LTD. BANGALORE, INDIA 12/2014-6/2016

Served as Application Support for HR Central Operations Team for AT&T Operations.

Facilitated, analyzed, and resolved client issues with MS SQL and Oracle PL/SQL database.

Automated complicated manual steps by writing PowerShell, Unix and Batch scripts.

Developed strong multi-departmental relationships to effectively coordinate and execute projects.

Led change management initiative across teams to ensure all changes to UAT and production systems are documented, coordinated, and prepared for deployment.

Collaborated with Development and Quality Assurance teams to resolve production issues; provided strategic recommendations and solutions to improve customer experience.

Utilized Runbook for exercises to identify if failover procedures were accurate and repeatable and to minimize risks.

SOFTWARE ENGINEERING ASSOCIATE ACCENTURE SOLUTIONS PVT LTD. BANGALORE, INDIA 5/2013-12/2014

Provided optimal network and technical support to Learning & Knowledge Management Team for AT&T Operations.

Conducted research on technologies in support of system development efforts to increase cost-effectiveness and flexibility.

Deployed new applications and enhancements to existing applications, software, and operating systems.

Utilized strong troubleshooting and problem-solving skills to resolve issues and system malfunctions on a global scale, minimizing time zone barriers.

Performed detail analysis and research of client inquiries including file format changes, troubleshooting process issues, missing data elements, and confirmation of file deliveries; monitored batch processes and handled outage management.

EDUCATION

BACHELOR OF TECHNOLOGY, ELECTRONICS & COMMUNICATIONS ENGINEERING CALICUT UNIVERSITY 5/2013

TECHNICAL SKILLS

MS SQL Server 2008-2016, Oracle 11g and 12c, SharePoint, IIS, AutoSys, BMC Remedy, PowerShell, MS Office, XP–Windows10, Windows Server 2003-2012 R2, RHEL6&7, UNIX, ColdFusion, JBOSS, Amazon Web Services Solutions Architect, Java Application Support, IBM WebSphere, TomCat, Splunk, DELL BOOMi

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