Experience as Support Engineer

• Employer

  D+H Financial Solutions

• From

  03 September 2012

• To

  10 January 2016

• Detail

  • Responsible for working independently to research, document and resolve Client Services support cases at a moderately complex level.
  • Researching software issues, debugging code, write stored procedures/triggers, developing tools and writing utility scripts and programs to maintain data so as to achieve the SLA objective.
  • Within guidelines to code delivery; responsible to read code, alter/write code and also debug the code. Find the root cause of the issue, and fix it with code change.
  • Ensure Client satisfaction by responding to requests for assistance, Investigate, troubleshoot, or escalate issues as required. Accept responsibility for, coordinate and track issues to a resolution/conclusion.
  • Track all interaction with clients in MS CRM. Escalate complex and/or client sensitive issues.
  • Lively debug the client issues within the client environment by WebEx-ing, provide work around for any criticals and find the root cause of the issue.
  • Responsible for Installation, Use and troubleshooting of application in Client environment (Windows, Citrix, UDE).
  • Debugging and resolving Single Sign-On Issues for the clients by looking into the logs specifically for Phoenix Application for SSO users and also into the IIS logs for more details on the issue.
  • Responsible for troubleshooting and debugging issues and providing Desktop Support in Citrix environment by remotely connecting to c3 servers of the client.
  • Taking timely Snapshots and restores of UDE environment for the client’s Test servers
  • Responsible for after-hours support which includes being On-Call in a rotational basis and responding for calls within a defined time frame to pages by either Internal Staffs or Clients after hours on Weekdays, weekends and holidays.
  • Responsible to support overnight support, upgrade issues, latest releases and Year-end processing for financial Institutions and Credit Unions.
  • Provide a detailed report explaining the root cause of the issues both functionally and technically so that the business and technical people can understand the issue.
  

Experience as Support Engineer

• Employer

  Cast Software

• From

  11 January 2016

• To

  01 June 2016

• Detail

  Control the technical analysis and functional
  abnormalities of the CAST software deployed on
  customer site (financial institutions, industrial
  companies, public administration)
  Analyzing customer needs, following up corrections of
  bugs and tracking customer patches, and proposing
  workaround solutions.
  Work on diverse and complex technical environments:
  database (Oracle, SQL Server, Postgres), languages (C, C
  + +, .Net, J2EE, PLSQL, TSQL, VB, PB ...)

Experience as Lead Support Engineer

• Employer

  Finastra Solutions

• From

  01 June 2016

• To

  01 April 2019

• Detail

   Team Management - Code Review, Handle escalations, Leaves, Works assigned, Shifts, Overtime works, weekly
  and monthly bonus
   Technical SME in Overnight Processing, Deposits, Purging, Archiving, File Load, Reports and Configuration
   Research software issues, debugging code, write stored procedures/triggers, developing tools and writing utility
  scripts and programs achieving the SLA objective
   Mentoring team and managing their cases and responsibilities.
   Creating Performance Utilization Reports and spreadsheet for Managerial purpose
   Provide training on various technological/functional topics for the new hires.
   Debugging and analysing TL-SQL stored Procedure and C# code for performance tuning.
   Real-time debugging of bank databases.
   Analysing overnight processing tasks.
   Identifying and fixing errors in overnight task.
   Assigning MS CRM cases to the team depending on their expertise.
   Preparing functional and Technical documentation related to each CRM Cases.
   Creating custom scripts for clients based on their requirements for reporting services.
  

Experience as Project Leader

• Employer

  Gadgeon Inc

• From

  01 April 2019

• To

  To date

• Detail

  • Leading and heading a team of 12+ Professionals for directing end-to-end Production Support activities encompassing crisis management, deployment, billing functions & so on
  • Entrusting with the responsibilities of monitoring the execution of the projects running in Command & Control Center
  • Functioning as a:
  o Transition In-charge for entire gamut of operations related activities with excellence in presenting the operations specifications & capability
  o Consultant for managing new projects
  • Administering operational processes including Service Level Management, Issues Management, Risk Management, Scope Change Management, Communications Management, and so on
  • Acting as an escalation gate; addressing or resolving customer queries/complaints/escalations on priority in order to achieve customer satisfaction matrices
  • Successfully directed end-to-end setup of Command Control Center (Infrastructure and other requirements) in accordance with defined international standards
  • Facilitating project delivery on agreed KPI like SLA & working with service operations & service management functions in the organization
  • Evaluating the system performance and resolving the issues or failures in staging and production environments
  • Interacting with team members to ensure smooth progress of project work; ensuring adherence to quality norms throughout the support process