Uma Sankar P
Summary
Versatile and dynamic IT professional with over 7+ years of experience, both technical and non-technical experience. Technical experience spans multiple technical roles in Windows and UNIX system administration, Desktop support and web application support. Experience gathered in the last 6 years combines all technical and non-technical experience used extensively in enterprise observability and software intelligence within the application performance engineering space. Ability to effectively communicate technical issues to a variety of constituents, both technical and non-technical. Maintains and grows strong relationships across business lines and with C-level executives. Extensive experience aligning business drivers with effective IT solutions. Able to manage multiple resources in complex technology crises. Expertise in priority incident management, process development and service management implementation. Skilled troubleshooter focused on identifying and resolving root cause. Team-minded and hardworking with strong communication, critical thinking and multitasking abilities. Demonstrated success in: Partnering with new technologies and serving as a subject matter expert on advanced application performance monitoring and observability. Collaborating with all areas of the enterprise including development, application product teams, and infrastructure when implementing a monitoring solution. Partners with business stakeholders to understand requirements in order to align key business functions with performance metrics. Brings a collaborative approach with excellent communication skills, both written and verbal, when architecting technical solutions and training new staff and end users on the use of monitoring tools and capabilities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Application Performance/Desktop Support Engineer
Johnson And Johnson
09.2023 - Current
- Subject matter expert for Dynatrace APM tool. Managed, configured, and analyzed all components, capabilities, and performance data for 200 hosts and 100 web applications.
- Configured, installed, and tuned application performance management tools for performance and availability in all critical, enterprise applications
- Instrumented and implemented advanced full stack application monitoring which provided early alerting on performance issues and customer experience reporting for business critical web applications
- Successfully partnered with multiple lines of business aligning key business functions with performance monitoring data
- Co-lead on tool consolidation project migrating MS System Center Operations Manager into Dynatrace resulting in $60,000 annualized savings
- Enabled critical view into application performance of all business critical applications with low recovery time objective (0 or 1) by instrumenting these applications in Dynatrace.
- Worked with internal stakeholders and team members on quality assurance efforts using application performance management tools
- Key contributor of APM Governance team created to streamline monitoring processes and APM/SRE standards adoption across IT organization
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Prepared variety of different written communications, reports and documents as it pertained to capacity planning, strategic roadmaps, and cloud migration projects.
- Collaborated with developers and project managers to assess observability solutions for new product features and enhancements
- Demonstrated new product features and functionality to clients, managers and team members
- Produced and maintained consistent technical documentation
- Gathered and defined business and functional requirements for each program.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Trained new employees and team members on tool configuration and management including all capabilities and dashboarding
- Documented support interactions for future reference.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Walked individuals through basic troubleshooting tasks.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
- Monitored systems in operation and quickly troubleshot errors.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Monitored system performance to maintain system integrity.
DevOps Support Engineer
Frontier Communications
03.2022 - 08.2023
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Provided L1 support to users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Identified manual processing deficiencies and instituted automation techniques, reducing manual labor 40% and increasing workflow efficiency 60%.
- Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
- Collaborated with upper management to drive strategy and implement new processes.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
Production Support Analyst
HPE
08.2020 - 02.2022
- Created and maintained relationships with multiple organizations and vendors, in regards to open issues, and thoroughly communicated statuses to key management teams. Collaborated with business and development resources to resolve site defects impacting self-service transformation initiatives
- Provided daily support with escalated ticket resolution and liaised with business and technical leads
- Identified root causes of recurring problems to implement effective solutions
- Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues
- Expert knowledge in monitoring website performance and availability using Keynote and Gomez. Extensively researched conversions and funnel web traffic by utilizing Tea Leaf Application
- Utilized web tools such as Adobe Site Catalyst to determine business and customer impacts of site defects and enterprise wide outages.
- Created and maintained relationships with multiple organizations and vendors, in regards to open issues, and thoroughly communicated statuses to key management teams.
- Led training seminars on key business and technical concepts to immediate team members
- Identified performance degradations throughout deployment lifecycle and worked with multiple IT and business resources to drive issues to resolution.
- Coached and mentored new and existing employees on business processes and technical concepts
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Offered input for complex documents to support client-ready final versions.
- Reduced processing time by analyzing job schedules and implementing appropriate modifications.
- Provided daily support with escalated ticket resolution and liaised with business and technical leads.
- Worked closely with test, development and requirements team members to analyze, investigate and resolve common issues.
- Conferred with internal staff to deliver smooth functioning and minimal downtime of newly implemented systems and procedures.
- Identified root causes of recurring problems to implement effective solutions.
DevOps Technical Support Engineer
Barclays
06.2019 - 07.2020
- · Migrated an existing legacy infrastructure and recreated the entire environment within Amazon's Web Services (AWS).
- · Migrated LINUX Logical Volumes (LVM) from one server to another server using AWS snapshots.
- · Created the AWS Infrastructure using VPC, EC2, S3, Route 53, EBS, Security Group, Auto Scaling, and RDS in Cloud Formation.
- · Managed multiple AWS accounts with multiple VPC's for both production and non-prod where primary objectives included automation build-out, integration, and cost control.
- Automated the code deployment process in each environment (Development, QA, Staging, Production, and DR).
- Creating fully automated CI/CD build and deployment infrastructure and processes for multiple projects using, Jenkins, Docker, Ansible, and GitHub.
- Monitored developed applications and fixed bugs.
- Prepared release documents and SCM plans as part of the process.
- Co-ordinate with all teams DEV, QA, Change Management, Architects, Stake Holders as part of Releases.
- Created and wrote shell scripts and Python for setting up baselines, branching, merging, and automation processes across the environments using SCM tools like GIT, Subversion (SVN), Stash, and TFS on Linux and Windows.
- Used Nagios as a monitoring tool to identify and resolve infrastructure problems before they affect critical processes and worked on Nagios Event handlers in case of automatic restart of failed applications and services.
- Configured Dynatrace agent on the applications for performance monitoring and metric collection.
- Diagnosed, Investigated, and resolved all incidents, managed error budgets for technical and engineering teams.
- Setting up alerting and monitoring of our infrastructure using Splunk, Prometheus, Grafana Loki, Promtail and Grafana.
- Used agile methodology and have experience in Creating and Maintaining user/tasks in JIRA to measure feature progression in PI commitment.
System Engineer
Ford Motors
05.2017 - 06.2019
- Served as tier 3 technical support, monitoring and supporting upgrade and maintenance of 20 customer support applications and three end-user wireless web technology applications.
- Standardized knowledge base of on-call support documentation for immediate team
- Fully implemented service level agreements for revenue impacting, business critical web applications
- Assisted project teams and IT development organizations in identifying and implementing automated application monitoring.
- Proactively and reactively supported call center and wireless web applications.
- Utilized problem-solving techniques to determine root causes of all severity 1 and 2 problem tickets and successfully implemented preventive corrective actions.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Developed IT policies to comply with applicable laws.
- Compiled, processed, and analyzed test data and results to improve product quality.
Education
Master of Science - Computer Science
University of Central Missouri
Warrensburg, MO05.2017
Skills
- Application performance , Support and functionality (L1/L2)
- Strong technical acumen of full stack architectures
- Server Technologies (Windows, Linux, UNIX)
- Cloud Technologies (AWS, Azure)
- APM Tools (Dynatrace, DataDog, ELK, Prometheus, Grafana and Azure Monitoring)
- DevOps Tools and concepts (Azure DevOps)
- Familiarity with Kafka, Docker, EKS, Splunk, ServiceNow
- Teamwork/Collaboration
- Self-motivated and proven experience of working in fast paced, large enterprise environments
- Rapport and relationship building in all business areas - business stakeholders, IT infrastructure, IT development resources
- Strategic and capacity planning
- Excellent written and verbal communication skills
- Organization and Time Management
Certification
- AWS Certified Solutions Architect - Associate
- AWS Certified SysOps Admin
- Dynatrace Certified Platform Associate
Timeline
Application Performance/Desktop Support Engineer
Johnson And Johnson
09.2023 - Current
DevOps Support Engineer
Frontier Communications
03.2022 - 08.2023
Production Support Analyst
HPE
08.2020 - 02.2022
DevOps Technical Support Engineer
Barclays
06.2019 - 07.2020
System Engineer
Ford Motors
05.2017 - 06.2019
Master of Science - Computer Science
University of Central Missouri
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