Technology Analyst Resume Example

Client: Apple Inc.
Project: Apple Production Support
Location: Sunnyvale, CA, USA

As a Technology Analyst – US, I have provided production support and maintenance to a various set of highly-critical finance and admin applications.
In this role, I have got an opportunity to interface directly with application/product owners and business team on various platforms. I was also leading a team of 5-8 offshore resources to support various applications. This has helped me improve my communication and other non-technical skills.

At the onsite location, I lead my team to provide 24/7 production support services to Apple's IS&T finance & admin application. These included few of the most critical applications which had visibility from the CEO. Along with the day to day support activities below listed tasks were my responsibilities,
1. Install, administrate and manage applications deployed on the Apple virtual machines on Linux distribution.
2. Production support for Apple IS&T Finance & Admin applications and its underlying technologies.
3. Led a team of 7 to resolve issues related to system / applications for Apple.
4. Provide training to new engineers in the project on technology, framework and process used in our project
5. Collaboration with application development and design teams to ensure process improvement proposed into new application development plans and designs.
6. Connect with Global teams (APAC, EMEA and AMR) weekly to understand the concern areas and induce confidence among teams on taking care of their issues.
7. Provide feedback based on existing issues to development teams to deploy new releases with considerations and tracking the request backlogs for current and upcoming releases.
8. Documenting the provisioning, infrastructure architecture and creating knowledge articles. Escalation point for key stakeholders regarding cloud operations.
9. Deep diving into the root cause instead of handling the symptoms.
10. Solving performance related issues by analyzing Splunk logs for average response time spikes and load balancing on application nodes.
11. Debugging Out of Memory issues, analyzing deadlock situations by getting stack trace and heap dump.
12. Outstanding communication skills demonstrated through direct interaction with clients, developed presentations and conducted post mortem of key problems, internal trainings for new product, status reporting to management stakeholders.
13. Demonstrated focus on solving customer problems by consistently maintaining a satisfaction rate of over 90% quarter on quarter for the services rendered.

Client: Apple Inc.
Project: Apple Production Support
Location: Mangalore, Karnataka, India

In this role, I have used my honed debugging skills to deliver quick solutions to some of the most challenging problems that a production system can come across. I have also lead a team and worked with them to provide quality support to our clients.
My responsibilities in this role are listed below,

1. Mentor and lead juniors and new team members. Assess their skills and help them improve.
2. Communicating with all stakeholders (i.e. business and IT teams), maintaining reporting, testing and minor coding for the application.
3. Prioritize and communicate product defects and enhancements to development teams.
4. Implement tools for proactive monitoring, management, optimization and control, with a focus on preventing problems and downtime before they occur
5. Review performance of software applications to determine areas for improvements.
6. Maintain and develop the necessary documentation to facilitate the transfer of knowledge to internal and external teams.
7. Optimizing queries, applying filters and applying appropriate indexes to improve database query time.
8. Taking care of application transitions (Development to Support), defining support role and leading the transitions along with New application integration and setup.
9. Extensive monitoring of the system to make sure business users are not impacted.
10. Recover systems from crashes and unexpected failures.
11. Review performance parameters with DBAs and SEs to identify bottlenecks. Meetings with the client manager, cross functional teams, internal teams to review the issues.

Client: Apple Inc.
Project: Apple Production Support
Location: Mangalore, Karnataka, India

I have thrived to provide efficient and quality fixes for critical production issues through a rigorous root cause analysis. I have been successful in inducting the changes into production with a detailed impact analysis.
I have also gained experience on various processes of tracking incidents and problems, planning for production changes via change requests and working with other support team over service requests.
Listed below are few of the responsibilities of a Systems Engineer,
1. Responsible for providing support to the client and business users within strict SLA timelines.
2. Conduct impact analysis on new changes before moving them to production live system.
3. Investigate, fix, and patch client technical issues found in production.
4. Carry out changes in production with minimal impact to existing functionality and users.
5. Drive incident management and resolution, identifying root cause and coordination of fixes to ensure issues do not reoccur.
6. Coding, testing and implementation of oracle objects such as stored procedures, functions, cursors, triggers.
7. Building PL/SQL standalone blocks and queries to extract data based on business teams' request.
8. Build and deploy scripts to monitor failures for better application availability.
9. Supporting and configuring schedulers such AutoSys jobs, Crontab etc.