Change Management Production Support

Pooja Vilas Dound

Mobile: +1-945-***-****

Email Id: ************@*****.***

SUMMARY

• Over 7 years of experience in System Analysis, Design, Production support and Maintenance.

• Onsite experience with Clients: Honeywell, Salesforce, Baja FinServe, Energy Australia

• Hands on experience on Azure DevOps, Cloud Computing, Incident Management, Problem and Change Management practices.

• Involved in distinct phases of Software development life cycle (SDLC) and working with agile methodology and good understanding of Service Oriented Architecture (SOA).

• Experience in Application Support at L3 capacity and full time Production support roles in both On Premises and Cloud environments

• Experience in Change management, Release management and Incident Management

• Experience in 24*7 projects and on call Support

• Experience in ITSM and ITIL framework

• Experience in using AWS services like CloudWatch, RDS and ECS.

• Experience in production troubleshooting and debugging skills

• Proficient in writing Shell Scripting and expertise on Linux environment

• Experience in data analysis, data warehousing, Informatica ETL tools and SAS.

• Extensive experience in ITIL process like Incident/Problem/Release/Deployment/Defect management

• Extensive working experience in RDBMS design and implementation in Oracle, MySQL, PL/SQL, MS SQL Server and PostgreSQL.

• Extensive knowledge on tables, views, Materialized views, procedures, packages using Oracle.

• Experience in working with JIRA for tracking sprint user stories and defect tracking

• Good Knowledge on tools like TeamCity, udeploy, AppDynamics, Dynatrace, Splunk.

• Good experience in writing complex SQL queries using analytical functions and PL/SQL procedures to extract data/report from various source tables.

• Proactively monitored application processes, identified enhancements, root cause analysis for a bug and development requirements. Worked on all stages in a typical SDLC like Requirement Analysis.

• Excellent problem solving, analytical, interpersonal, communication skills and Organizational skills with team lead capabilities. Ability to work in-groups as well as independently with minimal supervision. Ability to learn new languages and Tools quickly.

• Documentation of solution knowledge and process monitoring techniques for re-use by Support teams Strong analytical and problem-solving abilities.

EDUCATION AND ACHIEVEMENTS

Education:

• Masters in computer applications (2014)

Achievements and Certification:

• Have been appreciated by the client manager for gaining the application knowledge within a short tenure and independently handling the heavy user base in the US region. Have been awarded FIMC 'Feather in My Cap' award for the same.

• Awarded FIMC 'Feather in My Cap' award while working for client Honeywell for the support provided during complex and Critical UAT phase.

• Completed Informatica (Data warehousing) certification. TECHNICAL SKILLS

Languages : SQL, PL/SQL, COBOL, Java, Shell Scripting Database & Tools : Oracle 12g, SQL, HANA

Cloud Computing : Amazon Web services (AWS)

Tools : Splunk, AppDynamics, Informatica, SAS, PL/SQL Developer, SQL Developer, Toad, Salesforce

Bug reporting & ticketing tools : Atlassian Jira, Confluence, ServiceNow, SFDC Operating System : WINDOWS, UNIX, Mac

Defect management Tools : Jira

PROFESSIONAL EXPERIENCE

Application Support:

Client: Bank of America: Community Banking Technology (CBT)-Store Vision Teller (SVT) Employer: TCS

Duration: Dec 2017 to Nov 2022 Location:

Pune, India

Description: SVT is a primary a client/server application supporting Tellers in processing monetary transactions. Main components of SVT are:

Cashbox (Transaction Processing)

TV2 (Teller Vision View)

TVDATA (Teller Electronic Journal & Extracts)

SVT runs on 6200+ individual in-store servers. For neighborhood banks and peripheral services, SVT provides shared services for clients needs to enhance their systems, so as to introduce new web services-based architecture, use latest angular java script features and also to solve the ever-changing regulatory needs and working closely with the Business Team and the technology team to understand the gap and provide software development services. Responsibilities:

• Working on Incident tickets, including initial problem analysis / RCA.

• Provide support and identify all issues and prepare appropriate documentation for all issues and solutions in Confluence.

• Manage the batch issues and status, escalate when items are not addressed or resolved as expected.

• Created support case with Microsoft for any critical issues and follow-up.

• Driving technical bridges for critical issues.

• Administer and resolve applications issues, provide updates and perform root cause analysis

• Perform user administration, troubleshooting, and trouble ticket administration

• Supervise all alerts related to application and system procedures and provide services proactively

• Provide support and identify all issues and prepare appropriate documentation all issues and solutions

• Support ticket classification, Re-prioritization, User clarification

• Monitoring AWS alerts and analysis of alerts and exceptions.

• Experience in using AWS CloudWatch service for log analysis.

• Response to user queries based on known error database. Ticket escalation to the next level of support

• Issue analysis, Identification of bug and the workaround. Response to functional queries, Understanding & analysis of user requirement for minor enhancements

• Assist with production metrics report preparation.

• Work closely with Business Partners and Development Team Required.

• Conduct root cause analysis and investigate for corrective action.

• Timely and accurate user notifications, coordinating with upstream and downstream.

• Providing support for onboarding new users

• Driving technical bridges for critical issues

• Coordinate with teams and resolve all complex application and system issues

• Driving technical bridges for critical issues

• Helped engineers on performance tuning for critical areas

• Creating JIRA dashboards for various purpose

Support Analyst

Client: Honeywell Project: Connected Technologies Employer Employer: TCS

Duration: May 2016 to Nov 2017

Location: Pune, India

Description:

Honeywell provides a range of connected systems for facilities, including automation control systems, security systems, and fire and gas detection systems and services like UOP Connected Services, Advanced Connected Sustainability Technology service (ACST), Connected Enterprise (HCE) service. In our project we were maintaining and providing 24*7 production support to these services to make sure all the systems are up and running. Responsibilities:

• Issue analysis, Identification of bug and the workaround. Response to functional queries, Understanding & analysis of user requirement for minor enhancements.

• Creating JIRA dashboards for various purpose.

• Creating alerts and dashboards in Splunk and AppDynamics.

• Analyzing production logs through Kibana.

• Driving technical bridges for critical issues.

• Working on Incident tickets, including initial problem analysis / RCA.

• Created support case with Microsoft for any critical issues and follow-up.

• Provisioning, managing and administration of cloud-based resources.

• Supervise all alerts related to application and system procedures and provide services proactively.

• Providing support for onboarding new users.

• Provide support and identify all issues and prepare appropriate documentation for all issues and solutions in Confluence.

• Administer and resolve applications issues, provide updates and perform root cause analysis

• Perform user administration, troubleshooting, and trouble ticket administration

• Provide support and identify all issues and prepare appropriate documentation all issues and solutions

• Support ticket classification, Re-prioritization, User clarification

• Response to user queries based on known error database. Ticket escalation to the next level of support

• Coordinate with teams and resolve all complex application and system issues

• Provided assistance to engineers on performance tuning for critical areas Support Analyst

Client: Energy Australia

Employer: IBM Daksh

Duration: Sept 2014 To May 2016

Location: Pune

Description:

Energy Billing Systems is an integral part of the Energy Australia. This system is responsible to generate multiple billings such as energy, gas and bulk hot water for consumers. It also facilitates onboarding of consumers and providing accesses to the consumers. This system is also responsible for generating different kind of reports for the management. Responsibilities:

• Application monitoring and health check to assure system availability and stable performance

• User query and production incident handling, trouble-shooting application performance issues and application environment.

• Manage the batch issues and status, escalate when items are not addressed or resolved as expected.

• Timely and accurate user notifications, coordinating with upstream and downstream

• Assist with production metrics report preparation.

• Providing support for onboarding new users

• Driving technical bridges for critical issues

• Coordinate with teams and resolve all complex application and system issues

• Driving technical bridges for critical issues

• Creating JIRA dashboards for various purpose

• Using AWS Health Dashboard tool to provides information about events and changes that may affect your AWS account or services

• Provide support and identify all issues and prepare appropriate documentation for all issues and solutions in Confluence

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