Production Support Customer Service

Sankar Nagavarapu

LinkedIn *****************@*****.*** 602-***-****

PROFESSIONAL SUMMARY:

Highly skilled and motivated Azure .Net Application Production Support with SAP enterprise Applications overall 7+ years of in diverse facets of the .NET, encompassing analysis L1, L2, L3 Production Support, Implementation of Change Requests (BI-Outage), with expertise in deployments into Application Server & Running SQL Scripts on Database. Proficient in both back-end and front-end technologies including .Net MVC Core, Web Api, React16, HTML, JavaScript E6, jQuery, AJAX. Strong problem-solving abilities and a proven track record of delivering high-quality solutions. Being as Customer Service, Expertise in utilizing monitoring tools like Dynatrace which helps support team in finding immediate & quick RCA by following varies alerts and problem issues raised from it. Excellent communication and collaboration skills, ensuring seamless coordination within cross functional teams. Dedicated to staying up to date with emerging technologies and industry best practices.

DOMAINS: Retail, CPG, HealthCare.

CERTIFICATION: Microsoft Azure AZ-900

TECHNICAL SKILLS:

TECHNICAL SKILLS: Programming Languages: C# V9/10, VB6, VB Script, C++, C, PL/SQL, T-SQL

Web Development: HTML, JavaScript ES6, jQuery, AJAX, React16

.NET Technologies: .NET Framework 4.0/4.5, MVC4/5, .NET MVC Core, Web API

Data Access Technologies: ADO.NET, Entity Framework ORM (EF), EF Core

Databases: MS SQL 2017/2019, Oracle DB Server 11g/12c

Code Quality Assurance: SonarQube

CI/CD: Azure DevOps, Jenkins

Cloud Environments: Azure DevOps, Docker Desktop, Kubernetes K8

Cloud .NET Services: VM, Azure SQL Storage, No SQL (Cosmos DB), Azure Active Directory,

Azure Key Vault, Azure Functions

Operating Systems: Windows 10

IDE: MS Visual Studio 2017/2019, Visual Studio Code

Methodologies: Agile Development, Kanban, Waterfall model

Log Tracking Tools: Event Viewer, NuGet (nLog, Serilog, Log4Net)

Source Code Repository: GIT (Distributed Version Control), GitHub, SVN Version Control

API Testing Tools: Fiddler, POSTMAN, Swagger, SOAP UI, .NET Fiddler

Monitor & Performance: CA Workload Automation AE(AutoSys Edition), Performance Monitor, DCrum, Dynatrace, SQL Profiler, Splunk

Middleware: Oracle BIP, MuleSoft, SAP ERP

Reporting Tools: Power BI, SSRS(APEX), Adhoc Reports

Ticketing Tools: JIRA, One Note, Service Now, Oracle Supporting Portal

Documentation: SharePoint, Confluence

Command Line Interface: Unix, Linux, Windows Power Shell

Scripting Languages: Shell Scripting, Unix, Groovy

PROFESSIONAL EXPERRIENCE:

Company: Kolla Soft Contract, Location: Phoenix, Arizona

Client: United Health Care Nov 2023 – Current

Role: .NET Sr L3 Application Support Consultant

Project Summary:

UnitedHealthcare provides health care benefits globally, serving individuals and employers, and Medicare and Medicaid beneficiaries. UnitedHealthcare is dedicated to improving the value customers and consumers receive by improving health and wellness, enhancing the quality of care received, simplifying the health care experience, and reducing the total cost of care. Align our tools to support the needs of our insurance offering that exceeds the expectations of our active customers. It partners with cross-functional teams in the timely delivery of this functionality. It develops new technology to transform our Insurance Portal applications and Ops support tools.

Roles & Responsibilities:

•Provided go-live support during critical activation periods to ensure smooth implementation.

•Helped troubleshoot and resolve support tickets through United Health Support teams and medical providers, ensuring timely and effective issue resolution.

•Gathered business requirements on repeated and long pending problem tickets, worked closely with business users, SME, and developers, and analyzed the business requirements, analyzed existing systems, and proposed improvements in processes of SDLC.

•Daily Heath checks, monitoring Middleware transactions on day today and actions taken based on error’s.

•Supporting Developer’s on providing bug investigation, Testing Documentation, and reporting SME on Early live status of production application once after production deployment outages.

•Parallelly supporting on Premises to Azure SQL developers Team on collecting Infrastructure info of on Premises DB server’s & raising configuration request in ServiceNow to Azure internal Teams. Testing Legacy migrated SQL Data in Azure SQL server and prepare documentation & reporting to developers with Test cases result.

•Actively participated in Agile development processes, utilizing JIRA for project management, fostering a collaborative and efficient working environment.

•Contributed to technical support by updating documentation based on common support interactions and known software issues.

•Collaborated closely with cross-functional teams to accurately gather and interpret business requirements, translating them into scalable software solutions that leveraged Azure Functions for serverless computing, enhancing system responsiveness and cost-efficiency.

•Expertise in monitoring & scheduling SQL jobs using SQL profiler & windows Task scheduler for daily jobs.

•Engaged in continuous integration and deployment practices using Azure DevOps and Jenkins, streamlining the development pipeline and ensuring consistent, error-free deployments.

•Monitoring App Server’s, Db Linux Server’s with third party Applications like Dynatrace. Which assist Service team to analyze & in finding instant RCA where and what cause the impact.

•Dynatrace raises Problems, alerts with respect to Db server query degradation, App server utilization, etc..

Collaborate with various departments to find effective business solutions.

Utilizing Power BI, Maintain accurate business and employee data for data analytics.

Evaluate reporting criteria and standards to effectively maintain data integrity.

Handle user account access management, assigning credentials, distributing permissions, and terminating former user.

Environment: Service Now, Teams, Postman, Swagger, Azure DevOps Deployment.

Company: TCS FTE Location: Hyderabad, India

Client: Mars Consumer & Package Goods (CPG) Jan 2019 - April 2023

Role: Application Production Support Service Analyst

Project Summary: Prodika Agile Product Life Cycle Management (PLM) for Mars Manufacturing R&D Applications which involves in Define, develop, deliver, and manage innovative and sustainable products by digitalizing PLM for the digital supply chain. Align our tools to support the needs of our product offering that exceeds the expectations of our active trading customers. It partners with cross-functional teams in the timely delivery of this functionality. It develops new technology to transform our trading applications and Ops support tools. Global Specification Management (GSM), Supply Chain Relationship Management (SCRM), New Product Development (NPD), Supplier Portal and e-questionnaire, UGM, and WFA.

Roles & Responsibilities:

•Responsible for safeguarding an organization's information technology infrastructure and data from potential threats, vulnerabilities, and cyberattacks.

•Lead the development team in designing, developing, and maintaining .NET applications.

•Provide technical guidance and mentorship to team members.

•Lead the incident response team during critical production issues and provide root cause analysis.

•Expertise in Service Now ITSM management Administration, Creation of Incidents, Requests, Tasks, Change Management, Knowledge Article submissions.

•Collaborate with other teams (e.g., QA, DevOps, business analysts) to ensure smooth integration and deployment of applications.

•Experience working on a high-volume ticketing systems around 3.5k-4k including all Managements like Incidents, Task, Requests, Problems, CR’s with in SLA.

•Expertise & ability to perform advanced troubleshooting on macOS, Windows 10, Chrome OS, VPNs like Zscaler, and SaaS applications (Okta, Cybersecurity, Slack, Teams, Zoom, O365, Confluence, Sharepoint).

•Configure & Enroll devices with the partner and make it Intune to work with the device compliance partner.

•Configure user groups whose devices are managed by the compliance partner.

•By leveraging AD, able to address various application risk management challenges through centralized control and robust security measures.

•Provide technical support for .NET applications, including troubleshooting application errors and performance issues

•Ensure that all .NET applications adhere to security best practices and compliance requirements.

•Oversee the implementation of security patches and updates in a timely manner.

•Conduct regular security audits and vulnerability assessments.

•Configure HTTPS for .NET applications to ensure secure communication between clients and servers.

•Manage SSL/TLS certificates, including procurement, installation, and renewal.

•Troubleshoot HTTPS-related issues, such as certificate errors and insecure content warnings.

•Depth knowledge on SAP Enterprise tool, troubleshooting failures of XML requests and response of bill of materials

•Deployments Using Legacy Manual Installation of Webservices, Jenkins, Azure DevOps Builds.

•Expertise in monitoring & scheduling SQL jobs using CA Workload Automation AE(AutoSys Edition) & windows Task scheduler for daily jobs.

•Expertise in checking Event Viewer, Application logs, Database logs on Application server’s & DB.

•Worked in CPG, utility Domain mainly with Leads, Contacts, Accounts, Cases, etc.

•Worked as Service Analyst in Prodika PLM Agile which is Mars Project involves Asp.Net 4.0/4.5 Frameworks, MVC, Web Api, Jenkins CI/CD, Azure DevOps, Swagger.

•We deal with varies modules like Formulation, Material Manufacturing, Packaging, SCRM, Trading, New Product Development.

•We follow Service Oriented Architecture which involves UI, Business Logic(BAL)(Window Services), DataAccess Layer(DAL). Followed services are hosted on Windows IIS server and Linux Database servers with vertical scaling capabilities.

•We monitor above server’s using Dynatrace which helps us to provide instant performance degradation, low latency, DB server Statistics, CPU utilization, etc..

•In Customer Support team monitoring tools like Dynatrace, Splunk, DCRUM plays a vital role in finding immediate & quick RCA with in MTTR to mitigate KPI’s.

•Dynatrace integrated with both App server’s and DB server’s to get both infrastructure performance insights & what exactly impacting.

•Worked with Shell Scripts to automate frequently done tasks like deployments.

•Experienced in analysis of thread dumps, core dumps, server hang and high CPU utilization conditions.

•Maintained Load balancer & request traffic using API Gateway logs.

•Collaborate with various teams within an organization, including IT, network administration, and software development, to identify potential security risks, assess the effectiveness of existing security protocols, and implement solutions to mitigate vulnerabilities. They often utilize a combination of technological tools, encryption methods, and security best practices to create a robust defense against cyber threats, constantly staying abreast of the latest trends and emerging risks in the cybersecurity landscape.

•Develop and enforce security policies and procedures to guide the organization in maintaining a secure and compliant environment.

•Manage and configure security tools such as antivirus software, intrusion detection systems, and security information and event management (SIEM) systems.

•Develop and execute patch management strategies to ensure that software and systems are up-to-date and protected against known vulnerabilities.

•Monitor network traffic, system logs, and security alerts to identify and respond to potential security incidents in real-time.

•Work closely with IT teams, system administrators, and software developers to integrate security measures into the entire IT infrastructure and application development life cycle.

•Stay informed about the latest cybersecurity threats, vulnerabilities, and technologies through ongoing research and participation in relevant training programs.

•Managed the ticketing system for service requests and incidents through the system ServiceNow_

•Analyzed and troubleshot integration issues related to system configuration, data, maps, and User workflows.

•Successfully re-designed and built the charge services solution to fit the customer's needs as they migrated to Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.

•Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.

•Collaborated with developers, analysts and project managers to expedite incident resolutions _

•Unit and integration Testing for modules.

•Created functional and technical documentation for end users.

•Deployment using Azure DevOps, Jenkins, Manual installation of webservice into Application server.

Extra Roles & Responsibilities:

During Covid we have few internal transfer’s and changes on high level position where I got opportunity to lead my offshore Team in which I have taken few more responsibilities managing scrum calls, Sprint planning, Agile retrospective, Creation of Kanban Charts, monitoring and updating JIRA stories of mine & respective team members.

Closely working with both business Stake holder’s, SME, and Solution Architect to get business requirements on high level and communicating the same with respective teams to fulfill their gaps without any SLA breaches and make sure to meet their expectation on time.

Environment: Visual Studios 2017 used to debug L3 Activities, Teams, JIRA, Azure DevOps, Windows Remote Desktops, Cybersecurity.

Company: TCS FTE Location: Hyderabad, India

Client: PepsiCo Digital Transformation, New York, USA Sep 2017 - Dec 2018

Role: Service Analyst/Application Production Support Consultant

Roles & Responsibilities:

Conduct thorough risk assessments to identify potential security vulnerabilities and assess the overall risk posture of the organization.

Design and implement security architectures that include firewalls, encryption protocols, access controls, and other measures to protect systems and networks.

Deployment of Zoom into Multiple user Server’s & creation of Roles and Groups to Different members based on respective jobs.

Develop and execute incident response plans to effectively address and mitigate the impact of cybersecurity incidents or breaches.

Conduct regular security audits to ensure compliance with industry regulations and organizational security policies.

Implement and manage network security measures, including intrusion detection and prevention systems, to monitor and protect against unauthorized access.

Identify and assess vulnerabilities in systems & applications and implement strategies to remediate or mitigate these vulnerabilities.

Design, develop, and customize web applications using Outsytem which helps organizations to reduce SDLC complexity.

Integrating our customized web application with SAP, oracle DB with the help of existing features of Outsystems components & extensions.

Deploy application using CI/CD of Outsystems seamlessly, monitoring and maintenance.

Implement encryption technologies to protect data both in transit and at rest, ensuring the confidentiality and integrity of sensitive information.

Manage and configure security tools such as antivirus software, intrusion detection systems, and security information and event management (SIEM) systems.

Develop and execute patch management strategies to ensure that software and systems are up-to-date and protected against known vulnerabilities.

Monitor network traffic, system logs, and security alerts to identify and respond to potential security incidents in real-time.

Work closely with IT teams, system administrators, and software developers to integrate security measures into the entire IT infrastructure and application development life cycle.

Stay informed about the latest cybersecurity threats, vulnerabilities, and technologies through ongoing research and participation in relevant training programs.

Managed the ticketing system for service requests and incidents through the system ServiceNow

Environment: Outsystems which involves in Creation of Web Reactive Applications.

Company: TCS FTE Location: Hyderabad, India

Client: Tata Consultancy Services May 2017 - August 2017

Role: Jr .NET Programmer/ Associate Software Engineer

Mini Project: Developed a Banking Web based Application using ASP.NET Framework MVC using C# code behind and Entity framework SQL Server with end-to-end Client and server-side validations.

Responsibilities:

Involved in design and development of applications using ASP.NET Framework 4.0/4.5.

Developed Banking Web based Application using ASP.NET and C#.NET which involves CRUD operation of Banking Operations like Creation of bank accounts, Savings & Current Accounts,

Money Withdraw upon Specific Validations.

Designed, modeled, and architected multi - threaded, enterprise N- tier software agent using Webservice hosted on a Windows service.

Extensively ASP.NET controls for developing the UI.

Involved in resolving major bug fixes within application.

Wrote the stored procedures using SQL SERVER

Task included developing user controls, writing JavaScript functions, Creating CSS style sheets.

Worked on Web Forms to achieve some functionality locally.

Implemented Data Access Layer using ÅDO.NET to access the SQL Server database.

Have extensively datasets, data table and data view to retrieve and manipulate data and display it on an ASP.NET page.

Environment: Visual Studio 2012, Framework 4.5, C#, ASP.NET, ADO.NET Framework, SQL Server 2010, PL/SQL, T-SQL, WinForms, HTML5, CSS, Bootstrap, TDD, TFM Server.

B. Tech Final Year Project: Robotics Line Follower Dec 2016- April 2017

Internship Roles:

Worked on ROBO Line follower programming.

Developing C++ code to make to robot movement on a line mapped accordingly.

Mapping is done using a tape and the sensor in the robot marks the tape as the target and follows it accordingly.

In future it will be very helpful in restaurants, households, and offices to reduce manual intervention.

The C++ code which is used to implemented has all robot positions in different methods like down, up, left, and right.

This program is inserted in Arduino microcontroller placed inside the robot.

Education: Bachelor of Technology (EEE) GITAM university (2017)

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