Production Support & IAM/Oracle Upgrades Expert

RENU CHOPDA

Bellevue WA Visa: L*S Email: ***********@*****.*** LinkedIn: www.linkedin.com/in/renu_chopda

SUMMARY:

A result-oriented, high performing professional with 8 years of experience in production support application enhancement and service delivery in leading industry projects.

Expertise in OIM, IAM, OAM, Snow ticketing tools, ITIL services and Object-Oriented Programming.

Skilled in proactively identifying and mitigating potential incidents through continuous monitoring and analysis

A Self-Starter with positive attitude, willingness to learn new concept and Acceptance of challenges.

Demonstrated expertise in Oracle Upgradation from 11g to 12c.

Expertise in Production DC and DR setups for Oracle Upgradations

Demonstrated expertise in end-to-end incident management, from detection to resolution

Well experienced in installing, Configuring, and administering the Oracle Fusion Middleware 11g, 10g products.

Good Experience in taking backup of Oracle standby and RAC instance databases.

Good Communication skills and Comprehensive problem-solving ability.

TECHNOLOGIES:

Ticketing Tool:

ServiceNow, BMC Remedy, CA Service Desk Manager

Database:

Oracle SQL, MS SQL Workbench, SQL Developer

Identity Tool:

Oracle Identity Manager (11g & 12c), OAM, IAM, MyAccess, Saviynt, CA Identity Portal, SailPoint

Programming:

Basics of JAVA and Python

Systems:

Linux, Window 2000/NT, UNIX (Solaris, AIX), VM, Windows 10 and 11

Others:

Splunk, WebLogic, Design Console, Active Directory, Power BI (Basics), Monitoring tools.

Certifications:

Cyber Security Certification from PURDUE university (ACE-HI), Microsoft windows server certified, ITIL, Service Now Admin, ITSM.

EXPERIENCE:

La-Petit 2023 –2024

[Incident Manager] Redmond, WA

Technology Integration:

●Spearheaded the integration of educational technologies, ensuring seamless adoption of IT tools for learning management systems, virtual classrooms, and e-learning platforms.

●Hands-on experience in incident detection, analysis, and resolution, ensuring minimal business impact and timely recovery.

●Trained staff on using digital tools and software, enhancing overall efficiency and reducing downtime.

IT Infrastructure Management:

●Monitored and maintained the school’s IT infrastructure, including computers, projectors, interactive boards, and network systems.

●Performed initial triage on high-severity incidents by analyzing logs, system alerts, and service dependencies to quickly identify the source of failure.

●Coordinated with IT vendors for timely hardware upgrades, software installations, and troubleshooting.

Data Management and Security:

●Oversaw the implementation and management of data systems, ensuring secure storage and accessibility of student records and administrative data.

●Established protocols for data privacy and compliance with educational regulations.

Digital Transformation:

●Championed the transition from manual processes to digital systems, such as electronic gradebooks, attendance systems, and communication tools for parents and staff.

●Collaborated with stakeholders to identify and deploy innovative solutions for enhancing administrative efficiency.

●Ensured all incidents were resolved, documented, and escalated within defined SLA/OLA timelines, maintaining compliance and service reliability.

●Applied ITIL Incident & Problem Management practices to streamline workflows, improve issue classification, and standardize incident resolution steps.

●Experience in proactive incident management, including monitoring alerts, identifying potential issues before they escalate, and implementing preventive measures.

Project Management:

●Managed IT-related projects, such as setting up new computer labs or deploying software across the institution, ensuring timely and within-budget delivery.

●Conducted regular assessments of IT systems and processes to recommend improvements.

Support and Troubleshooting:

●Provided first-level technical support to teachers and administrative staff, resolving issues related to hardware, software, and connectivity.

●Created and maintained an IT knowledge base for common issues and solutions.

IT Policy Development:

●Designed and enforced IT usage policies to ensure responsible use of technology within the institution.

●Conducted periodic training sessions on cybersecurity awareness for staff and students.

Stakeholder Collaboration:

●Acted as a liaison between the school management and external IT service providers to negotiate contracts and implement new technologies.

●Engaged with educators to align IT solutions with pedagogical objectives.

[Incident Manager] 2021 –2022

Tata Communication Services (TCS), MUFG (US Client) Pune, India

Managing User Lifecycle Management (Creation/Access Provisioning/Access Review/Termination) for all client employees and other Supplier/Joint Venture users.

●Maintained and followed Incident process guidelines, with specific focus on Incident, Problem and Change Management Ability to act quickly, pragmatically, and assertively under process to prioritize and resolve technical issues.

●Led and documented Root Cause Analysis (RCA) for high-impact incidents, identifying breakdowns and recommending preventive measures.

●Provide Command Center bridges and create and manage active P1 Incident bridges to enable the resolution of incidents.

●Managed User Lifecycle (from Creation until Termination) and Access management using OIM CA identity portal and My request.

●Splunk for checking error logs.

●Migrating legacy contracts of the customers to IAM Systems.

●Identify key support personnel to assist with restoring service on crisis calls.

●Create Incident Metrics and Incident Management performance reports and analyses and use the statistical data for resolving the recurrence of similar issues.

●Writing basic scripting and data validation rules using IAM

●Job/Data roles creation, Security Profiles. Extensive experience in Oracle Identity Manager (OIM).

●Oracle access management (OAM) provides SSO services OIM,

●Real-time session kills for any logged or auto logged features with the help of OAM.

●Monitoring the server status and application availability in CA PAM.

Technology Analyst [OIM Support Engineer] 2014 –2021

Infosys, CUMMINS (US Client) Pune, India

Cummins OIM 12C Administrator and Enhancement.

●Support 70% of server patching activities.

●Launching and managing quarterly access review for SOX compliant applications access for users.

●Coordinating with the Infrastructure and DBA team to perform weekly server restart activities.

●Incident/Problem Management: Working on Incidents and other Tasks in ServiceNow, BMC Remedy with adherence to client SLA.

●Delivery call, Management call, weekly ops review, PI meeting on a regular basis.

●Manage the different issues with applications integrated into the identity portal.

●Monitoring of Access Requests and Scheduled reconciliation job failures and providing the fix after debugging and log file review.

●Supported as an Incident Manager for one of the biggest integration projects for Networking order management Project.

●Monitoring the server status and application availability in CA PAM.

●Analytical Problem Solver with proven expertise in evaluating, tracking, resolving incidents, and ensuring uptime of critical systems and services across distributed environments.

●Leading implementation initiatives for the new version and patch upgrades for IAM products and applications.

●Prepare Weekly and Monthly SLA Reports from ServiceNow and drive client review meetings.

●Configuration of Access Policies and Bulk evaluation.

●Monitor for repeatable Issues and properly inform the IT and Business community as appropriate for resolving the incident as quickly as possible.

●Problem Management: Raising and managing Problem tickets for pending issues and fixing them with enhancement requests.

●Managing Major Incidents, which may include a handoff to/from the Problem Manager to get the Root Cause Analysis

●Service Request with Oracle: Raising and working with Oracle on infrastructure or configurational level issues of Oracle Identity Manager with Oracle.

●Developed Schedule tasks to create roles, adding role memberships and removing role memberships.

EDUCATION:

Bachelor of Engineering in Computer Science, SRCOEM, Nagpur, India CGPA: 8.2 2012 - 2015

Diploma in Computer Science, Government Polytechnic, Nagpur, India CGPA: 8.1 2009 - 2012

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