Production Support Engineer with ITIL & SQL Expertise

Name : Sahil Yunus Shaikh

Contact No : 705-***-****

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

Professional Summary:

Application/Production Support Engineer with over 3+ years of experience supporting and managing applications in production environments. Experienced in ITIL processes, incident and change management, handling escalations, and resolving tickets end-to-end within SLA timelines. Hands-on experience with SQL, IIS Server, Windows, Linux, application monitoring, and troubleshooting, with strong problem-solving and communication skills.

Technical Skills:

● Languages Known : SQL ( MS-SQL Server 2014 )

● Tools : Jira,Postman,Admin,Workbench - Goflow and Heal monitoring tool

● Server : IIS ( Internet Information Service)

● Operating Systems : Unix/Linux, Windows

Work Experience:

1.Lentra, Pune

Period : Feb 2024 to till now

Designation : Associate - Production Support

Roles/Responsibilities:

• Performed daily health checks to ensure smooth BAU operations.

• Working on a Banking loan project with handling the application or production related issues and customer queries on the basis of SLA and resolving the tickets.

• Analyze logs, API, URL to resolve the tickets.

• Monitored applications using application monitoring tools to proactively detect and resolve issues.

• Working on application related configuration changes in the admin module tool with various master uploads in the workbench module.

• Responsible for reproducing the issue on lower environments (QA,UAT) for investigation purposes.

• Coordinated with development, infrastructure, and QA teams for application releases and deployments.

• Maintained SLAs and ensured timely resolution of production issues.

• Created and updated application documentation, SOPs, and runbooks. 2.Microtelecom Consulting LLP, Pune

Period: May2022 to January 2024

Designation: Application Support Engineer

Roles/Responsibilities:

• Providing technical support for applications with working on tickets, finding the root cause of the issue using backend and front end.

• Analyze the logs and API for investigation.

• Deployment of application packages in application IIS server

• Working experience with development and QA team on required application changes and support.

• Incident management, change management and attend bridge calls to solve the blocking incidents.

• Responsible for reproducing the issue at our end for further investigation. Academics:

● Graduation – B.E from Savitribai Phule Pune University in Year 2020

● Diploma - MSBTE in Year 2016

● HSC – Maharashtra State Board in Year 2014

● SSC – Maharashtra State Board in Year 2012

Declaration:

I hereby declare that all the information given above is true to my knowledge & belief. Place:

Date: Mr. Sahil Y. Shaikh

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