Support Engineer Application

Name : Prathmesh Mhatre Current Location: Navi Mumbai

Contact No: +91-908******* Email ID: *************@*****.*** Profile Summary

Detail-oriented Application Support Engineer with 2 years of hands-on experience in the banking and fin-tech domains. Proficient in digital payment systems (UPI, NEFT, RTGS, IMPS), real-time transaction monitoring, production support, and SQL based troubleshooting. Strong background in incident and problem management using JIRA, Service-now, and ITIL best practices. Technical Skills

Support & Monitoring : Production Issue Resolution, RCA, ApplicationMonitoring Digital Payments: UPI, NEFT, RTGS, IMPS, Reconciliation Tools & Technologies: Jira, Service-now, Postman, Putty, WinSCP, Grafana, Kibana,Control-M Databases: SQL Server, Oracle, MySQL

Programming/Scripting: SQL, Shell Script (basic), Python (basic) Methodologies: ITIL, Agile Frameworks

Education Details (Please mention Part-time / Full-time) Kindly mention if any gaps in education with reason. Degree / Diploma Name College / School Name University / Board Name

Year of

passing

Percentage /

CGPA

Bachelors’ in computer

engineering (full-time)

Pillai Hoc College of

Engineering &

Technology,rasayani

Mumbai

University

2021 6.3 / 10

Diploma Dr.K.M.Vasudevan Pillai

Campus,Panvel

MSBTE 2018 55 %

SSC Our lady of good counsel

high school,sion

SSC 2013 67.40 %

Work Experience Summary

Organization Name: Net-Business Solutions (Client: IDFC FIRST Bank), Navi Mumbai Designation: Application Support Engineer

Tenure: July 2023 – Present

Project Details

Project Name: CBS

Project Tenure: July 2023 – Present

Project Description:

Automated failure tracking using SQL and Excel, reducing analysis time. Script optimization led to a 30% faster reconciliation cycle.

Developed internal documentation to streamline L1 issue resolution.

Utilized SQL and log analysis to troubleshoot and resolve transactional failures.

Managed daily jobs via Control-M and ensured smooth batch and real-time transaction processing.

Coordinated with cross-functional teams to ensure prompt issue resolution.

Created and maintained SOP's, RCA documents, and internal knowledge base.

Handled Service-now tickets and SLA’s for user queries, access issues, and payment failures. Participated in deployment activities and production validations during release cycles.

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