Production Support Engineer
Resume:
BIMAL GOR
Salt Lake City, Utah ***01
*********@*****.***
SUMMARY
Extensive experience in providing 24/7 Application production support for Mission critical applications.
Highly proactive, quick learner and excellent team player with strong interpersonal skills.
Innovative problem solver, able to see the business and technical sides of a problem.
MCP, MCSA 2003, CCNA.
Available to relocate nationwide.
CERTIFICATIONS
CISCO Certified Network Associate
Microsoft Professional Certified
SKILLS
ENVIRONMENTS:
Solaris, Linux, UNIX, Windows
LANGUAGES:
Java, .NET, C/C#, Shell, Assembler, Visual Basic, JCL, HTML
RDBMS:
Oracle11g, SQL Server, Rapid SQL
TOOLS:
Clear Case, HP Quality Center, HP Service Manager, Service Now, Remedy
JOB SCHEDULERS:
Autosys, CONTROL-M
ETL TOOLS:
PowerCenter Informatica, IBM Infosphere Information Server
MONITORING TOOLS:
CI/CD Tools:
Splunk, Dynatrace, Sitescope, OpenNMS, WhatsUp Gold
uDeploy, Quality Centre, Jenkins, Ansible, Nexus, Metacenter, JIRA, GitHub, Stash
PROFESSIONAL EXPERIENCE
Infosys Ltd @ Goldman Sachs – SLC, Utah 10/18 – Present
Sr. Production Support Engineer
Real-time monitoring of the data feeds on a daily basis for electronic trading applications
Provided Front-line production support for Capital Markets Products (Fixed Income, Equities, FX),
Trading environments, sales & research applications
Responsible for creating and managing monitors on applications, servers using Sitescope.
Providing support during weekend server patching and Maintenance activities for both Prod and Non Prod.
Timely investigated trade processing exceptions.
Successfully tested all Applications involved with weekend checkouts for upgrades.
Maintained SharePoint and Wiki pages with resolution.
Veritude @ Fidelity, Raleigh, NC 12/2016 – 10/2018
Production Support Engineer/Release Engineer
Division: Asset Management. Platform-as-a-Service (PaaS) model
Responsible in Front Line Production support for Java/.NET based FIMT PaaS frameworks, applications, services, and infrastructure.
Providing support for all Data Integration tool (Informatica), Middle-Tier Services (Tomcat, HYperic, Tibco EMS)
Ensured smooth code release cycle from Development through UAT and Production in co-ordination with development team.
Participated in DR Drills.
Co-ordinate weekly status call with Dev team on pending issues in the application.
Provide on-call and off hours support for application during weekend rollout schedule.
Capital Group, Irvine, CA 10/2011 – 11/2016
Sr. Production Support Engineer
Provide 2nd level Global Application Support to all investment systems for Fixed Income, FX, Equity, CRD, and Accounting & Settlement to highly demanding business users.
Interface effectively with Capital Group’s trade floor, middle office, fund management and custodians.
Support Autosys batch processes involving Power center transfer and perform troubleshooting by looking at UNIX scripts, stored procedures or database SQL processes, running database queries and reviewing data to determine point of failure.
Supported J2EE, Cobra, Order Entry systems running C#, Tibco Rendezvous on Web logic cluster on a distributed computing environment.
Worked as communicator with business analysts and implementation teams regarding to change requests and prioritization of all bugs.
Managed multiple and concurrent projects to make sure about the completion of work within the defined scope, budget and time.
Worked with users/clients to investigate back end system queries, and research transaction flow as required on Sybase/Oracle DB.
Leading major incident calls, leading problem management and writing post problem reviews.
Create and maintain the documentation of processes and procedures followed for resolving Production issues.
Credit Suisse, Raleigh, NC 12/2009 – 09/2011
Business Application Support
Provided Front-line production support for Capital Markets Products (Fixed Income, Equities, FX), Trading environments, sales & research applications, data, performance, CRM issues from user’s groups and external clients globally.
Resolved client’s applications questions or problems over the telephone in the areas of system configuration / setup, product functionality and bugs/enhancements.
Timely investigated trade processing exceptions.
Provided Bath monitoring for all Control-M jobs with ARC sales application.
Troubleshoot Research Application for IPAD & iPhone.
Troubleshooting software interfacing with mail clients: MS-Exchange, Outlook CRM.
Ensured that proper system checkout is performed daily.
Completed CTI telephony set up for Avaya, Turret phones in CRM.
Log all incidents received via phone and emails in Remedy/ITSM.
Ensured all service levels for issue escalation and resolution were met.
Successfully tested all Applications involved with weekend checkouts for upgrades.
Maintained SharePoint and Wiki pages with resolution.
Collaborated with Development, QA teams, and business partners to resolve incidents and as necessary scheduled fixes.
Knowledge of ITIL concepts/foundations.
eChalk Inc., New York, NY 08/2008 – 08/2009
Application Support Analyst
Monitor Servers for connectivity and running services.
Provide Application support to clients with Online Content Management Systems software.
Responsible for Troubleshooting with Application, including network related services (DNS, shared e-mail, shared Microsoft Exchange) and value-added services for servers (firewall configuration, load balancer configuration).
Provide timely responses to customer inquiries through phone and email.
Follow-up on existing support tickets and ensure that proper escalation occurs for unresolved issues.
Use Salesforce CRM Ticketing system to track all customer communication.
Troubleshoot various Web browsers on Windows and Apple platforms (IE 6/7, Mozilla Firefox, Netscape Navigator, and Safari).
Work with engineers to resolve the issues and alerts.
Thompson Financial, New York, NY 02/2008 – 07/2008
Application Support Engineer
Real-time monitoring of the data feeds daily for electronic trading applications and financial content.
Troubleshoot order entry and market data connectivity issues with clients, exchanges, market centers, and network providers.
Identify and resolve system-wide issues on market data servers.
Interact with field engineers, communication technicians, and end users via phone.
Utilize monitoring tools to check system, application, database, network behavior, and performance.
Monitor SQL Server for QFS file system.
EDUCATION
DeVry University, Woodbridge, NJ
Bachelor of Science in Computer Information Systems
Ridley-Lowell Business & Technical Institute
Networking & Technical Support
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