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Customer Service Support

Bengaluru, Karnataka, 560001, India
January 24, 2017

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(US: 919-***-****

KEY POINTS - 15 years WEB development, Administration and Support

(Java, J2EE, JSP, EJB, XML, CGI, PERL JAVASCRIPT, Node.js, Dojo, JSR286, BlueMix, HTML, ANT)

(Application Servers – WebSphere Application Server 6.1,7.0,8.0,8.5

– WebSphere Portal Server 6.1,7.0,8.0,8.5

- Web Content Management 6.1,7.0,8.0,8.5

- IBM HTTP Server)

- 5 years UNIX, Perl, Ksh, C development

- 5 years of ORACLE and DB2, SQL/PLSQL

Awards Major OTAA (Outstanding Technical Achievement Award)

ISA Team Excellence Award, Support All Stars, Everyday Hero

Published articles

Patents: (First Plateau) (Clickable links with live collaborative web meetings) (Distributed failover for unavailable content)

SVL820140168 - FILE - Semantic Analysis and Delivery of Alternative Content

SVL820140169 - FILE - System for post self-awareness

IN820140416 - FILE - Managing question and answer sessions during a web conference

IN820150287 - PUBLISH - System and method to make email systems social through attention indicators


IBM (Bangalore - India) - April 2008 to current

Technical Lead - WebSphere Portal and WCM

Supporting customers on Web Content Management Configuration related to Product installation, deployment, Syndication, performance tuning, migration etc.

Supporting customers on WebSphere Portal Server issues related to Install, Deployment, Clustering, Security, Themes, Custom portlets and Performance issues.

Assisting and guiding customers with migration from 6.1 and 7.0 to 8.0/8/5.

Mentoring team on tough technical customer situations and handle critical client situations including System Downs.

Writing tools and scripts to help improve support processes

Onsite visits to help resolve critical situations pertaining to Portal Server and Web Content Management.

Writing articles to help Customer Self Assist (CSA) initiative

Worked with WCM L3 team to fix code bugs.

Published several articles and presented at several Webinars and OpenMics on WebSphere Portal and Web Content Management topics.

Lab Advocacy for multiple clients with large portal deployments helping them with design and implementation as well as performance tuning and best practices.

IBM (RTP, NC, USA) - Oct 2005 to April 2008

Team Lead – WebSphere Portal Server Level 2 Support.

Responsible for supporting customers with problems in Portal Server related to JVM performance, Web Content Management and Portal Search Engine related issues.

Help tune WebSphere Application Server JVM settings for customers to prevent oom, hangs, crashes and high CPU utilization.

Managing a team of 8 members, preparing queue shifts, monitoring metrics and handling critical situations/escalations from customers.

Wrote tools/scripts to help solve problems.

Provided training and guidance to team members and published articles.

Technology -

Env - IBM WebSphere Application Server 5.0,6.0,6.1, Portal Server 5.x,6.x JDK 1.2,1.3,1.4.2,1.5, IBM HTTP Web Server, Servlets, JSP, XML, EJB, DB2, Oracle, JEEE technologies 1.2/1.3, Windows NT/2000, AIX 4.3/5.1, Linux, Solaris, HP.

Ciber, Inc. (IBM, RTP, NC, USA) - May 2000 to Oct 2005

Member of Technical Staff. - WebSphere Development and L3 support at IBM Raleigh.

Responsible for fixing bugs in WebSphere code reported by customers, involving core components like WebContainer, Runtime, Admin Console, JMX, Ant Tasks, XML and Install.

Fixing defects reported internally by the test teams during ServicePack test cycles.

Provide technical guidance to L2 support team and test teams, helping them resolve problems and screening PMRs to identify the right component.

Technical advisor for Service Pack delivery projects for WebSphere versions 3.5, 4.0, and 5.0., helping to resolve build breaks and other build/ant related issues.

Technology -

Env - IBM WebSphere Application Server 3.0.X/3.5.X/4.0.X/5.0.X, JDK 1.2X/1.3X, IBM HTTP Web Server, Servlets, JSP, XML, EJB, DB2, Oracle, JEEE technologies 1.2/1.3, Windows NT/2000, AIX 4.3/5.1, Linux, Solaris, HP.

Tools - WSAD, Eclipse, IBM L3 support tools (Retain, CMVC, BPS)

Decision Consultants, Inc. (Quintiles, RTP, NC) - May 1999 to May 2000

Member of Technical Staff. Assigned to Quintiles as a GUI developer and to resolve

Production Support issues.

Involved in the design and development of a Common Area Reporting Interface, which gives access to the report generation tool including report dispatcher and delivery manager statuses, and the contents of the spf formatted reports, which are fetched from the Production NT server, converted to HTML, and displayed in the Browser. This system is developed using ColdFusion(CFML/HTML/ODBC), Cascading Style Sheets (CSS), CGI(Perl). The system is implemented on an IIS server running on NT Server.

Involved in the administration of Internet Information Server(IIS).

Involved in the fixing and maintenance of Production data residing in Oracle Databases using SQL/PLSQL, SQLPLUS and SQL Navigator.

Involved in the migration of scripts and code from VMS to Unix(HPUX) by writing Shell scripts in Ksh and managing code through PVCS.

September 1998 to March 1999

Member of Technical Staff. Assigned to Northern Telecom as a Team Leader/Analyst/Programmer. Involved in the design and development of an Internal Customer Satisfaction Survey tool that generated dynamic online survey pages for different survey types and user privileges. This tool was created using Java Servlets (JRUN), JavaScript, and HTML. Session tracking was implemented to maintain the user sessions until all the pages in the survey had been filled out. Web administration duties involved installation and maintenance of Netscape Enterprise Server, JRUN, and other web related tools on development and production servers. Duties also included setting up Cron jobs to clean up the log files and restart web servers.

June 1997 to August 1998

Member of Technical Staff. Assigned to Northern Telecom as Programmer/Analyst-IS Tools Development. Involved in the analysis, design, development and maintenance of a Time Tracking System (Tooltime) using HTML, CGI/PERL, PL/SQL, Oraperl, Sqerl, and JavaScript. Developed a menu driven interface to the revision control system (RCS) using K-shell to allow the development group to access and work with the common directories and files. Developed a code promotion tool to promote code to different servers and directions using CGI/Perl, HTML Java Script, and FTP protocols. Optimized complex SQL queries using tkprof output. Involved in keeping the development server updated with the latest software, Perl5/DBI/DBD, JDK1.2, JDBC and served as a backup for WEB server maintenance.

October 1995 to September 1998

As a Developer/Analyst at NORTEL was responsible for analysis, design, development and maintenance of Customer Service Data System (CSDS) using C, HP-UX, ORACLE 7.0, PRO*C 1.1, PL/SQL 2.0, SQL*PLUS 3.0, JAM 7.0, MOTIF. Responsible for design, development and maintenance of WEB Based tools using HTML, CGI/PERL ORAPERL and JAVASCRIPT 1.1. Maintained ORACLE 7.0 Databases and provide Technical Support for the CSDS application. Monitored/Run Cron jobs and maintained Data Feeds between Mainframe and Client/Server applications. Designed and developed scripts/reports in SHELL, PERL, ORAPERL and SQERL for the data conversion and database maintenance.

Certifications IBM Certified WebSphere Network Deployment Administrator

IBM Certified WebSphere Portal System Administrator

Sunsoft certified JAVA training offered by Strategic Technologies

Education M.S., Computer Science, Louisiana State University, USA. 1994

Citizenship USA

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