Adarsh Sudharshanam
Tampa,USA
Summary
Dynamic Application Support Analyst with extensive experience at CITI BANK NA, excelling in Unix and SQL environments. Proven track record in troubleshooting and resolving production issues, enhancing system performance, and leading disaster recovery tests. Strong communicator with a focus on delivering results and improving operational efficiency.
Overview
15
15
years of professional experience
Work History
Application Support Analyst
CITI BANK NA
Tampa, USA
02.2019 - Current
- Provided technical expertise and troubleshooting for production operational issues, coordinating with vendors to implement fixes and resolve issues effectively.
- Streamlined U-Deploy application onboarding process for improved efficiency.
- Troubleshooting application integrated issues such as turning up aggregation tasks, applications connectivity issues.
- Deployed code, bug fixes, and plugins into staging and production environments through deployments, handling production changes from end to end.
- Coordinated with engineering team on enhancements and bug fixes, ensuring timely implementation of solutions.
- Fully own and performed Disaster Recovery Test for the application I supported.
- Prepared deployment guides and ensured change requests were executed on schedule, assisting business teams with post-implementation activities.
- Handle Vulnerability Management and engage with different teams to remediate the vulnerabilities making sure patch upgrades are done as per the schedule.
- Provide scenarios for automated scripts and tactical solutions for functional and non-functional issues.
- Proactively monitor the operations of the production system and help in resolving any live problems detected/reported.
- Production batch support, which includes monitoring batch on a rotational basis, user support, on-call support, job failure analysis and Unix system and process management.
- Perform various code rollouts to implement the changes done by the development team.
- Review the production support issues assigned and do due diligence - troubleshooting, root-cause analysis and provide resolution in a timely manner.
- Utilized Unix commands and shell scripting for administration, maintenance and troubleshooting.
- On-call production support (24x7), monitoring and maintaining multiple applications in production environments.
- Work on the ServiceNow tool to provide the time-to-time status of the work on the tickets related to any users in resolving their application issues within defined SLA.
- Manage the incident process to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
- Took ownership of issues reported by application end-users and resolved them quickly.
- Set the right expectations with the Application End-users and keep communication flowing at appropriate intervals.
Application Support Analyst
DEUTSCHE BANK
Jacksonville, USA
02.2016 - 02.2019
- Monitored overall health, availability, and performance of production applications to ensure optimal functionality.
- Scheduling, monitoring and reporting jobs with the help of automated job control systems such as BMC CONTROL-M and AUTOSYS tools.
- Utilized ITRS Event Monitoring tool - GENEOS to track application performance.
- Experience in performing DDL, DML operations on ORACLE CLIENT – TOAD and SQL-DEV.
- Expertise in IBM U-DEPLOY (Urban code deploy) for application code deployments on demand.
- Performed major Code and Database Releases on Production and Production Parallel environments.
- Developed YAML playbooks (ANSIBLE) to automate production release tasks, streamlining deployment processes.
- Expertise in performing FLSE (Full-Lose-Scenario-Exercise) DISASTER RECOVERY Tests for several critical Bank applications across the globe.
- Creating and updating Application related runbooks and providing KT sessions to the new joiners in the team.
- Prepare complete RCA regarding the Incidents.
- Extensively practice ITIL (Incident/Problem/Change Management) techniques.
- Working experience on SOLADMIN tool (Solace Message Queue Management system).
- Operated Jenkins and Subversion to streamline build and release workflows.
Production Support Analyst
Rapid IT INC
Alpharetta, GA
04.2015 - 02.2016
- Actively monitor the overall health, availability, and performance of the Production Server system.
- Strong experience supporting .NET applications.
- Monitored and supported 24x7 operations of client systems and applications, ensuring high availability and performance.
- Prioritized and resolved production issues based on SLA, delivering exceptional client support and minimizing downtime.
- Ensured accurate and successful completion of all scheduled jobs, both automated and manual, to maintain system functionality.
- Monitored and maintained jobs using job scheduling systems to ensure operational efficiency.
- Experience in writing and executing SQL queries on ORACLE database.
- Perform regular reviews of database and system backup status and resolve any failures.
- Capable to monitor Unix application environment alerts and resolve application issues like memory and space.
- Test program, system, and/or hardware/software changes.
- Maintained and documented known issues to Run Books.
- A strong understanding of the Systems/Software Development Life Cycle (SDLC) Methodology and Working knowledge of ITILv3 Methodology Services Managements Incident, Problem, Change, Release, and Service Desk Processes.
Tech-Support Associate
Havells Limited
Hyderabad, India
02.2013 - 12.2013
- Provided ownership and responsibility for end-to-end management activities for all Severity 1 & 2 incidents.
- Tracked and logged incidents, performed root-cause analysis, created incident reports, and initiated bridge calls to communicate timelines and findings to senior management.
- Fielded phone calls from users and assisted with troubleshooting, assigning problems to higher level technicians, coordinated change management.
- Assist end users with their needs, from software installs, general troubleshoot, account creations via distribution list and mailbox creation/deletion via enterprise exchange manager console, end user terminations, and add/removing user from Mailbox access and distribution lists via either Active Directory or Enterprise Exchange Management console.
- Managed Unassigned queue by resolving tickets raised by end users or returned from Service Desk, ensuring timely resolution and support.
- My First Contact Resolution was 90% or higher for all Incident or Request feedback.
- Managed lower Severity Incidents for quicker resolution.
- Worked closely with the Change Management and Problem Management teams to track all identified tasks related to Root Cause Analysis (RCA).
- Developed and uploaded SOPs for software installations, troubleshooting, and general information into Service Now to enhance knowledge sharing.
- Assisted our end users via phone calls (incoming and outgoing), Instant messaging via Lync, and emails with software installs, general troubleshooting, account lock out and questions.
- Facilitated training sessions for teammates on newly implemented applications based on client requests.
- Created the shift hand off document, which is used by all the EOC Level 1 shift leads.
- Managed the scheduling process for EOC Level 1 personnel to ensure adequate coverage.
- Developed comprehensive documentation for application workflows and unit testing procedures.
- Work received alert by creating Incident tickets via Service Now.
Tech-Support Consultant
Sujana Group Limited
Hyderabad, India
05.2011 - 02.2013
- Resolved end-client complaints and concerns with strong verbal and negotiation skills.
- Demonstrated courteous and effective interpersonal skills in all customer interactions to enhance satisfaction.
- Maintained composure while addressing challenging customer interactions.
- Troubleshot and resolved issues with POS terminals to ensure smooth operation.
- Consulted with independent sales offices to ensure merchant issues were addressed in a timely manner.
- Led team of 4 retention agents to improve merchant retention through negotiation of discount rates and fees.
- Developed retention performance reporting which provided measurements of accounts canceled, retained and revenue/processing volume impacts.
- Supported API integration for in-house payment application’s virtual terminal systems to streamline operations.
Education
Master of Science - Computer Science
University of New Haven
West Haven, CT06-2015
MBA - Marketing Management
All India Management Association
New Delhi, India05-2011
Bachelor of Science - Computer Applications Development
Osmania University
Hyderabad, India05-2009
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Skills
- ServiceNow
- Remedy
- JIRA
- SQL
- MS SQL
- Oracle DB
- Agile Methodology
- Scrum
- ITIL
- Java
- PowerShell
- JavaScript
- HTML5
- CSS3
- Rest API
- Postman
- Swagger
- Unix
- Linux
- Windows
- Tomcat
- WebSphere
- Nginx
- Raven Kafka
- MQ
- Ansible
- TeamCity
- U Deploy
- Kubernetes
- Autosys
- BMC-Control-M
- AppDynamics
- ITRS- Geneos
- Splunk
- Kibana
- ElasticSearch
- Fusion
- Tableau
- QlikView
- Hue
- YARN
- Spark
- Hive
- HBase
- Impala
- Unravel
- Waterfall model
- SAAS
- CAS
- Tube Map
- Starfleet
- Aperture
- AMP
- NDM
- Unravel
Timeline
Application Support Analyst
CITI BANK NA
02.2019 - Current
Application Support Analyst
DEUTSCHE BANK
02.2016 - 02.2019
Production Support Analyst
Rapid IT INC
04.2015 - 02.2016
Tech-Support Associate
Havells Limited
02.2013 - 12.2013
Tech-Support Consultant
Sujana Group Limited
05.2011 - 02.2013
Master of Science - Computer Science
University of New Haven
MBA - Marketing Management
All India Management Association
Bachelor of Science - Computer Applications Development
Osmania University