Senior Support Analyst Resume Example Company Name

SENIOR SUPPORT ANALYST

Professional Summary

10 years of experience as Sr Support Analyst
Highly solution oriented and hands on experience of IBM Websphere, Core JAVA, Informatica ETL jobs, shell scripts. and Kubernetes as part of middleware application support.
Experience in setting up system alerts for Java based application running on Linux platform using Introscope. Hands on experience in APM Wiley, Splunk, bluestripe and other enterprise monitoring .
Strong debugging skills to trace out issues in application interfacing API XMLs and underlying Oracle stored procedures carrying out heavy data operations on existing data.
Handle application triages and outages representing tier 2 production support and help finding and fixing root cause to prevent fallouts. Participate in collecting metrics related to outage like percentage impact,fallout counts fallout reprocessing and RCA for prevention and documentation.
Performed debugging by analyzing logs of Kubernetes application using Kibana using KQL and creating dashboards us performance logs of microservice application.
I have basic hands on Azure as certified Azure Administrator have setup 3 tier architecture application.

Skills

Education

Bachelor of Engineering: Information Technology, 05/2010
University Of Nagpur - City

Completed 4 year course of bachelor of engineering in computer engineering. Started in 2006 and ended in 2010.

Certifications

Work History

Senior Support Analyst, 08/2016 to Current
Company Name – City, State

Was part of major migration of 10 M customers from legacy provisioning and billing systems to new platform as part of rationalization project.
Ability to help in problem Isolation/root Cause identification in case of outage or Triage situations.
Granular level monitoring availability so that the business/application impact can be evaluated.
End to end monitoring for a specific/end user transaction.
Working on reactive issues (alerts)/exceptions and trouble tickets which are having customer impact.
Working in outage calls in case of customer impacting issues and co-ordinate with teams to get it resolved and work on restoration of services.
Working on raising defects to respective development team for providing fix and worked on developing temporary workaround for exceptions/errors.
Performing validations in production environment after deployment of fix for issues.

· Active participation with all the teams and co-ordinate with them to resolve any issues.

Senior Support Engineer, 08/2015 to 07/2016
Company Name – City, State

Providing instant resolution to issues hampering BAU flows of the application.
Keeping all the stake holders informed of issue and steps to be taken to mitigate that.
Triage Issue with Operational teams and business.
Collecting metrics related to issues and provide analysis on To Dos.
Keeping check on trouble ticket raised by customers and distributing it in team members.
First point of contact to resolve troubles, Outages, escalations and provide application support for customers. JIRA, BMC Remedy ticketing experience.

Sr.Software Engineer, 04/2012 to 07/2015
Company Name – City, State

Requirement scrutiny of transactions to be monitored from end user perspective provided by Application owner.
Development and testing of performance measurement scripts for critical Application.
Reviewing Scripts and logging review defects and have taken part in Defect prevention exercises.
Providing Training and Knowledge to Application owner to use Aternity Monitoring to drill down on issues or problems and report generation.
Development of Application Performance dashboard using Novell Operation center(NetIQ) as a part of Service Quality management effort.
Meeting various production support groups to identify pain points in effective production monitoring and developing dashboards by getting access transaction database and create meaning UI dashboards.
Knowledge Transfer to new joiners.

Technical Associate, 02/2011 to 03/2012
Company Name – City, State

I have written JAVA and Perl automated scripts for UNIX/LINUX server health monitoring and developed introscope dashboard to display data produced by the scripts.
Performed Initial Review Testing, Regression Testing, Regional Regression Testing, Smoke Testing.
Created Test Plan.
Familiar with types of Black box testing like Functionality testing, Integration testing and Regression testing.
Involved in preparing Test Plan, Test Strategy, Testing scope and Test Reports.
Defect logging, defect tracking till closure with necessary follow-ups with concerned stake holders.
Knowledge transfer for new team members.
Triaging which includes Coordination, discussion, on issues with various stake holder application owners, identifying a root cause application then handing over the issues/defect to them for resolution.

Accomplishments

Awarded ACE (Associate Consistently Excel) Award as a token of consistent top performer for 2 consecutive years.
Awarded – Pat on the Back (Certificate of Appreciation) -5 times quarterly.
Awarded Standing Ovation(Certificate of Appreciation) 1 time quarterly.
Awarded - BRAVO (Certificate of Appreciation) 1 time quarterly.

Resume Overview

School Attended

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