Support Analyst Application

NAVYA

Email: ********.*@*****.*** PH: 615-***-****

Production and Application Support Analyst

Professional Summary:

Over 7+ of Outstanding of IT experience in development and maintenance/production support on Unix and Windows based environments

Experience with complete application development life - cycle (SDLC) including business requirements gathering, analysis and design, coding, testing Software applications for Automation, Web Services, UAT and Prod maintenance in Banking, Enterprise and e-commerce domains.

Proven expertise in designing and coding of complex real time, business critical applications on Advanced SQL Queries, Stored Procedures and PL/SQL programs, DB performance tuning.

Strong skills in Core Java, J2EE, Multi-threading, J2EE patterns.

Experience with xMatters, Everbridge, ServiceNow, Zendesk, PAPA and direct phone escalation for real-time incident response.

Involved in various stages of Software Development Life Cycle (SDLC) implementing Agile, Scrum methodologies.

Extensive working knowledge in Shell Scripting, UNIX and LINUX.

Monitor Production Jobs to ensure successful execution.

Good experience in Credit Cards, Investment Banking.

Have good experience providing the production support, through Incident Management and Problem Management, Change Management, 24x7 application monitoring.

Worked on AWS and GCP cloud services to support application deployments, monitoring system performances and troubleshooting cloud-based infrastructure issues.

Excellent communication skills with good presentation skills.

Strong customer-service orientation, technical documentation skills.

Proficient Business Knowledge and Co-ordination skills.

Flexible / Adaptable approach -- ability to Multitask.

CORE SKILLS:

Operating Systems: Windows, UNIX, Linux, IBM AIX, SOLARIS

Languages: Java/J2EE, C++, XML, HTML, CSS, SQL, Java Script, XML,.NET

RDBMS: Oracle11g/10g/9i, SQL Server 2000, DB2, MySQL, MS-Access, Sybase, Hadoop

Application Servers: IBM Web Sphere Application Server, Web Logic Server, Apache Tomcat, boss

Tools: / IDEs: Autopsy’s, Putty, Web Services (SOAP UI 4.0/3.X, Restful), Eclipse, Microsoft Visual Studio, RAD, CSS, Oxygen, WebTop, Geneos ITRS, Eclipse, Web Services (SOAP UI 4.0/3.X and Restful), Grafana, Splunk, Elastic Search, Splunk/Autosys, Slack, Zoom, Publicera, ACI, Splunk.

Cloud Services: AWS, GCP, Kubernates, Docker

Defect Tracking & Management Tools: PAPA Ticketing, ServiceNow, JIRA and Confluence, SharePoint, Site Scope.

Data Bases: SQL Server, DB2 Support, MySQL, ORACLE12, SYBASE

Java technologies: JDK, JDBC, JNDI, Java Beans, Servlets, JSP, Struts, J2EE, Spring.

UAT(User Acceptance Testing): Test case execution, defect tracking, validation and coordination.

WORK EXPERIENCE:

Production and Application Support Analyst

Ergon, Flowood, Mississippi April 2024 to Present

Responsibilities:

Worked on PAPA ticketing tool and ServiceNow for service tickets, incident tickets, known errors etc.

Hands-on experience in ServiceNow PPM/SPM for managing project workflows and resource planning.

Worked with Autosys for scheduling, monitoring, and reporting.

Collaborated with development teams to address performance issues, application errors and database-related bugs.

Customized ServiceNow applications, including custom modules and integrations across enterprise platforms.

Managed containerized applications using Kubernates for deployment and scailing.

Provided L2 Support for application and database environments, ensuring smooth functionality and quick resolution.

Batch/Patch resolution research through Audit Logs.

Worked with patch deployments through pushing the codes/Scripts in Quartz apps.

Developed and maintained database objects such as tables, views, triggers and stored procedures.

Expertise in technical discovery and integration of industry-leading payment solutions (like ACI).

Worked on change request to schedule changes on UAT and Prod environment.

Application Resolution for patch/batch on all supported systems for business unit control systems.

Performed DB programming tasks, including developing and maintaining stored procedures for efficient database management.

Collaborated with business users to create and execute UAT testcases, report defects and ensure smooth production deployment.

Used MS Project, Azure DevOps and SharePoint online for maintaining project timelines, tracking progress.

Active knowledge in ServiceNow for successful implementation in future projects.

Managed database incidents, escalated issues as needed and worked closely with cross functional teams to ensure timely resolution.

Creating documentation for application issues resolutions.

Proficient in Microsoft Office Suite (Excel, Word, Outlook) for reporting, ensuring timely escalations.

Provided post-UAT production support, troubleshooting issues and coordinating with development teams.

Microsoft SQL Management Server Studio for data recovery and investigation (Deadlocks, Primary Key constraints, Hung queries) for conflict resolution purposes.

Generate daily health checks on all banking applications.

Handled debugging, performance optimization, and troubleshooting of database objects to ensure seamless data operations.

Responsible for monitoring production metrics and submitting a summary report to management once each month.

Worked with production management to identify issues and create a summary issues report each week.

Managed deliveries with global teams and using agile methodologies and batch development.

Contributed to root cause analysis and resolution of database issues, leading to long term improvements in system stability and performance.

Writing complex SQL queries to pull the data from DB to generate the report to the client.

Supported end-to-end data flow processes ensuring data integrity and quality.

Managing production deployments in terms of software deliveries and overnight activates.

Managed ServiceNow change, Incident and Problem Management to improve IT service efficiency,

Utilized Grafana to create and manage real-time monitoring dashboards, improving system observability and performance analysis.

Investigated, analyzed and resolved database object errors and failures in production and development environments.

Manage review of test specs and ensure proper validation of subsequent test results.

Manintaned and updated Excel reports, drafted Word documentation and managed email communications via Outlook.

Environment: Linux, Oracle 10g, PL/SQL, informatics, Jira, JAVA/ J2EE, Eclipse, PAPA ticketing tool, ITRS, Windows, Grafana.

Production Support Analyst

MTA (Metropolitan Transportation Authority) New York, NY August 2022 to March 2024

Responsibilities:

Provide the automation status on a daily/weekly basis to the project team as well as management to track the progress.

Running and monitoring the UFT automated scripts based on the Turnover report& sending the updated TOR for the next day.

Recording the T-Errors and E-Errors, Generating the weekly, monthly metrics.

Written the macros.

Updated the macros in order to get the desired output.

Involved completely in Software Development Test (SDET) Environment.

Involved in SDET environment and contributing Confidential various levels of testing processes/cycles, including Test automation, in ensuring the highest level of quality

Confidential the end of the shift, document this situation as an “Issue/Comment” on Turn-Over Report to next shift, with an update of current status.

Running “production work”.

Fixing the Errors If a project/script ends in error.

Identifying the errors, and fixing the errors on the Metrics.

Identifying If All Virtual Machines (VMs) down, unable to gain access to the VMs, unable to connect to AMFC via ALL defined ways that remote can, Network drives disappear, Facets database (ALL REGIONS), correct Script and Data base is loaded or not.

Sending the mail how it impacted the Automation Remote Team’s work. Reporting test status on a weekly basis - publish reports on Defect Management, Test Progress and Test Metrics.

Managed and deployed builds/patches for Java applications on Windows, UNIX, and Linux Red Hat OS.

Successfully coordinated and developed the deployment process for all current projects

Worked on AWS and GCP cloud services to support application deployments, monitoring system performances and troubleshooting cloud-based infrastructure issues.

Documented the entire build and deployment process including detailed step-by-step instructions

Supported multiple parallel projects by creating processes & procedures for reusing existing code.

Worked with complex SQL queries for reporting.

Delivered project needs on time and within the agreed acceptance criteria using Agile Methodology.

Handling Shifts individually and escalated critical issues to L3 as per the Escalation Matrix, if required.

Java Developer/ Production Support Engineer

Capgemini Technology Services Bengaluru, India July 2020 to November 2021

Project: IKEA's Order Capture, Sales, and Payment Associate Consultant

Responsibilities:

Mainly involved in System Monitoring, Application Maintenance, Application, Deployment, User Support, and Reporting in PRODUCTION Environments.

Working as a SDET Developer in an Agile Methodology with SCRUM and involved in maintaining Sprint backlogs to create automated functional, regression and smoke test cases in a test driven development environment (TDD).

Hands on support to ensure that application issues are resolved within given time frame and without any impact to the application.

Involved in interacting with the Business Analyst and Architect during the Sprint Planning Sessions.

Reviewed business requirements. Responsible in designing UML diagrams like: Class and Sequence diagrams during the Analysis and Design phase of the application

GCP logging to pull and check logs, reducing the amount of time spent on manual log checking by 50%.

Expertise in Account conditioning in TSYS Mainframe for Credit card functionality, to validate activity flow for the accounts.

Automated alerting and monitoring workflows using Grafana and Prometheus, reducing downtime.

Verified and Validated the Credit Card information as well as able to see the entire user transactions using TSYS.

Wrote SQL queries in oracle database to see the information from TSYS transactions for Fraud.

Involved completely in Software Development Test (SDET) Environment.

Responsible for Setting up Web Services project using WSDL in SOAP UI and provided setup help to other team members.

Developed new scripts for the regression and sanity testing.

Performed Back End Testing-using SQL queries, generating reports to ensure data integrity and validate the inserted and updated data.

Followed Test Driven Development and was involved in writing JUNIT Test cases which were also used in Integration Testing.

Used apache Subversion as version control system.

Create VBA programs to automatically update Excel workbooks, encompassing class and program modules and external data queries.

Used HP ALM to create new components for maintains Business Process.

Involved in defect fixing during QA phase of the application.

Monitoring and Tracking offshore development Progress and Responsible for team deliverables assuring quality and completeness.

Worked with Selenium Web Driver for creating, modifying and enhancing Test Scripts.

Designed User Interface using Java Server Pages (JSP), HTML, Cascading Style Sheets (CSS), and XML.

Developed test cases/ test scripts for the application, executed the Application and raised the defects with the help of

and Confluence.

Resolved production defects/errors, root cause analysis, production release deployments, production deployment validations, review service level agreements (SLA’s) and deployed applications for end users.

Collaborate, Communicate with different teams, and triage technical issues.

Used Apache Subversion as version control system

Code deployment on WebLogic Application Server and Changing Connection Pools.

Environment: & Tools: HP ALM11, UNIX/LINUX, TSYS, HADOOP, SharePoint, Excel, SVN, Junit, JAVA/J2EE, Selenium, Oracle 10g, Windows NT, Jenkins.

Java developer/SDET

Capgemini Technology Services India Bengaluru, India October 2018 to June 2020

Responsibilities:

Involved in SDET environment and contributing Confidential various levels of testing processes/cycles, including Test automation, in ensuring the highest level of quality.

Developed Test plans that define the testing scope, strategy, test requirements, and Objectives through review of business requirements documents and technical specification.

Used agile methodology to ensure the new features meet the customer requirements and acceptable quality assurance standards.

Created effective test cases based on corresponding business /user requirements documents & technical specification and other operating conditions.

Involved in SDET environment and contributing Confidential various levels of testing processes/cycles, including Test automation, in ensuring the highest level of quality

Fetching the data from DB2 and doing the data validation in QTP.

Used Splunk queries to troubleshoot application errors and optimize system performance.

Assisted with automation of finance department’s manual processes by writing VBA code and using macros and formulas to speed processes and maximize accuracy.

Performed Manual Testing for all the functionality in the application.

Tested the User ID, Password for Security also performed Positive & Negative testing, Regression testing, Data Validation, GUI Testing Manually Incidents/Issues were logged into excel where reports could be generated on a weekly basis.

Performed integration test to check system compatibility

Tested the application compatibility in all versions of Netscape and IE browser using QTP.

Interacted with users and Developers, and Business Analyst in QA/Development meetings to meet the testing standards.

Participate in weekly status meeting to discuss incident and concerns

Performance Reliability Testing is done using Load Runner 7.0 and QTP.

Worked on RAD 7.5.4 as the developing environment, Subversion as version controller.

Triaging and resolving the errors.

Automating scheduling of batch jobs and error reporting.

Obtaining KT for the relevant form to be converted and Understanding the Technical Analysis Documents

Involved in Installation and configuration of Web Sphere Application Server.

Writing JUnit test cases for backend services.

Involved in studying the Current Legacy Systems, User Requirement and Creating Design.

Worked on INI File generator to create Data Scripts on Military Banking site to develop output XML Deposit and Loan and Product Pricing Rate files processing outbound Fidelity loan rate files.

Tested SOAP web services using soap UI.

Developed stored procedures, cursors and database Triggers and implemented Scrollable Result sets.

Environment: HP Quality Center 9.2, UNIX/LINUX, Subversion, Web Sphere 6.1, PL/SQL, SQL, .NET, Windows NT, Java/J2EE, Splunk.

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