Application Support Production
Resume:
RIYANKA DEO
***.*********@*****.***
Professional Summary
IT professional with over 15+ years of experience in Enterprise Application Support with hand-on experience in production support, configuration and integrations. Expertise in problem-solving, technical, analytical along with strong communication skills.
Experience
Lead Application Support Engineer
Tungsten Automation (Kofax/Ephesoft)
2017 – Present
As a Subject Matter Expert (SME) for Ephesoft Transact, responsible to support 500+ customers across the Americas, ensuring the successful implementation, troubleshooting, and configuration of solutions.
Key Responsibilities:
Act as the primary contact for customer support, resolving technical issues and bridging communication with development teams.
Install, configure, and implement Ephesoft Transact on production and UAT/TEST servers.
Provide troubleshooting support for web applications, databases (MSSQL, Oracle, MySQL), and software integrations.
Manage SSL certificate updates and integrate Single Sign-On (SSO) with platforms like ADFS, Azure ADFS, and OKTA.
Prioritize and manage work queues based on urgency and customer needs.
Use Salesforce and JIRA for ticket management and assist in UAT testing.
Work with cloud platforms (AWS, Azure) and ensure security protocols are followed.
Collaborate with the team for training, mentoring, and updating documentation.
Handle escalations and coordinate with engineering teams for resolution.
Expertise in Java, JavaScript, SQL, AWS, Azure, and cloud technologies.
Experience with Apache Web Server, Tomcat, and web-based languages (XML, XSL, HTML).
Application Engineer II, Assistant Vice President
Bank of the West
June 2014 – December 2017
Install, configure, and maintain and manage multiple software such as IAM for business users across DEV, SIT, QA, Production, and DR environments to ensure seamless operation.
IAM Expertise: 3+ years of experience in designing, implementing, and managing and integrating Identity and Access Management (IAM) solutions in a complex IT environment.
Technical Proficiency: Strong hands-on experience with directory services (Active Directory, LDAP), authentication protocols (SAML, OAuth, OpenID Connect), and access control models.
Collaborate with vendors to troubleshoot and resolve technical issues related to IAM.
Oversee audit and compliance tasks, including server patching, vulnerability resolution, and password management for all environments.
Consultant
Oracle Financial Services Software Ltd, India
January 2011 – March 2012
Support Specialist with experience to assess, analyze, and ensure resolution of production support issues.
Reviewing and collecting information for technical investigation through capturing logging, querying database tables, etc.
Review proactive monitoring to correlate alerting to customer issues.
Participate in the development of User Acceptance Test planning documentation, including test plans and scripts, based on business and functional requirements.
Assistant Vice President
Axis Bank, India
October 2008 – January 2011
Design, develop, and modify PL/SQL stored procedures, functions, packages, and triggers to implement business rules.
Create database objects (tables, views, materialized views, procedures, packages) using tools like Toad and MySQL Workbench.
Generate SQL scripts and create views for reporting.
Education:
Master’s in computer science
California Lutheran University, CA March 2013 – May 2014
Bachelor of Engineering (B.E) in Computer Engineering
University of Mumbai, India June 2004 – May 2008
Honors & Awards:
Best Customer Focused Award – 2020
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