Results-oriented Technical Support Engineer with 5 + years experience in IT System Analysis, Design and Development, Production Support, Maintenance and in Incident, Problem and IT Change management(ITIL Processes).Possess superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature.Highly focused on delivering excellent service and support in busy settings with the ability to learn quickly.
☛Windows 2003, XP 2008, 7 ,10 and Windows 2016, Microsoft SQL 2014 Server Management Studio, Monitoring tool Splunk dashboard ,Tivoli Access Manager ,Progres ,KIX script ,Powershell ,RabbitMQ queuing solution ,CA access control, SCCM remote control, Citrix receiver.
☛Provide production support for Retail Systems(POS/SCO),Back Office (Cash Management),Product Management, Payments processes(EFT Client/Server), Loyalty Management System,SignIQ Centralised Ticketing and Fuel System for Woolworths group including BWS, Dan Murphy's, Big W, Cellarmasters, ALH Group and Countdown (NZ).
☛Analyse incident/issue trends,communicate with problem management/business for reducing impact and drive efficiency in environment.
☛Participates in implementation/upgrade of POS features and applications to support Operations and maintenance of POS system configurations /system images.
☛Collaborates with other IT teams to identify ways to increase support response time and end user satisfaction.
☛ Migration of multiple banners around 2500 stores to new retail system solution-Responsible for system analysis, documentation, business demonstrations, store procedures and production support. Perform study of existing business processes and system functionality.
☛Trouble-shoot incidents reported by end-users, escalating where necessary to schedule system changes, and discussing resolutions with end-users in-order to arrive at permanent solution.
☛Assists in development of training materials for Technical Support associates and for Operations associates to enhance their knowledge of POS systems.
☛Experience working with Microsoft SQL databases, RabbitMQ Queuing solutions,Problem/Change Management Processes (ITIL) and Incident Management Systems in agile project environment.
☛Provide 24/7 on-call support for production.
☛Windows 7,Oracle 10G,SQL Developer,Suntec TBMS-T,Web logic 10.3,Red Hat Enterprise Linux/Sun Solaris,OBIEE Reporting tool,Nagios Monitoring tool,UC4 Job scheduling tool.
☛Provided L2 Support in Application System Monitoring, Performance monitoring, DB monitoring and acknowledge escalations within defined SLA.
☛Identified frequently occurring false alerts and worked in Alarm stabilisation for different applications/simplification of engine processing scripts.
☛Performing applications health check and monitored processing rate of customer data for all supported applications on daily/monthly basis.
☛Monitored server scheduled jobs from Nagios /UC4 job scheduler and troubleshoot, diagnose, and escalate customer issues as needed.
☛Handled Service Requests, OFA tickets and involved in migration activities,carried out monthly maintenance activities, Billing ,deployment and releases,server validation .
☛Configured new alerts in Nagios and generated production reports, health check reports, performance report & billing count etc,24*7 Support with onsite and offshore model.
☛Contributed to knowledge base tools to transfer technical & business knowledge to team members.
☛ Created Front-end UI designs using MVC architecture, pagination concepts ,Session Management, Captcha technique,multilingual support, Tiles Skin, Generating Log files, Exporting to Excel/Word document, SSL concepts,J-queries.
☛Raised bugs and made sure of defect free code and safety environment.
☛Involved in interaction with client for requirement gathering and analysis,Co-ordinated with team to fulfill deliverables to customer.
Oracle Certified Professional,Java SE6 Programmer
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Companies Worked For:
Job Titles Held: