Summary
Overview
Work History
Education
Skills
Timeline
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Vijayaraj Lakshmanasamy

Fort Mill,SC

Summary

IT professional with 16 years of experience in application support, specializing in system performance enhancement and complex issue resolution. Proficient in troubleshooting, software deployment, and user training, ensuring seamless operational continuity. Recognized for adaptability and collaborative teamwork, consistently achieving reliable results across various projects. Core competencies include Salesforce Commerce Cloud (SFCC), Salsify and CommerceTools, Application Performance Monitoring (Dynatrace, Splunk, Logcenter), Cloud Technologies (Google Cloud Platform - GCP), Incident Management & SLA Adherence, Troubleshooting & Root Cause Analysis, eCommerce Application Support, Process Automation & Optimization, and Cross-Functional Team Collaboration

Overview

16
16
years of professional experience

Work History

Senior Application Support Engineer

Belk Inc.
08.2022 - Current
  • Provided end-to-end support for Salesforce Ecommerce applications, ensuring high availability and performance across production environments
  • Monitored application performance and proactively resolved issues using Dynatrace, Splunk, and Logcenter to ensure minimal downtime and enhanced user experience
  • Managed and resolved critical incidents, troubleshooting and identifying root causes to ensure quick recovery times and adherence to SLA standards
  • Coordinated with cross-functional teams including development, product, and IT teams to implement solutions for eCommerce platforms, including Salsify and CommerceTools
  • Utilized GCP to monitor and manage cloud-based application infrastructure, optimizing resources for scalability and cost-effectiveness
  • Automated repetitive support tasks and monitoring processes to increase team efficiency and reduce manual intervention
  • Managed high-priority incidents with effective communication between stakeholders to minimize impact on business operations
  • Collaborated with cross-functional teams to develop, test, and deploy new features and improvements to existing applications
  • Managed helpdesk requests promptly, ensuring timely resolution of end-user concerns
  • Implemented proactive measures to prevent recurring issues, reducing overall support ticket volume over time
  • Continuously updated personal technical expertise to stay current with industry advancements and best practices

Sr. Application Support Engineer

ANTHEM
04.2022 - 07.2022
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients
  • Managed high-priority incidents with effective communication between stakeholders to minimize impact on business operations
  • Perform proactive daily system monitoring including reviewing system and application logs as well as responding to, triaging, troubleshooting and remediating incidents
  • Experience in a 24x7 high availability production environment
  • Managed escalated cases to ensure timely resolution, maintaining strong relationships with clients
  • Reduced downtime by proactively monitoring application performance and addressing potential issues before they impacted users
  • Coordinated with vendors to address third-party software issues, ensuring optimal integration within the supported environment
  • Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business

Application Support Lead

British Telecom
01.2019 - 04.2022
  • Perform proactive daily system monitoring including reviewing system and application logs as well as responding to, triaging, troubleshooting and remediating incidents
  • Experience in a 24x7 high availability production environment
  • Managed escalated cases to ensure timely resolution, maintaining strong relationships with clients
  • Increased team productivity by implementing best practices and standard operating procedures for application support tasks
  • Reduced downtime by proactively monitoring application performance and addressing potential issues before they impacted users
  • Optimized system performance with thorough analysis, diagnosis, and resolution of complex issues
  • Coordinated with vendors to address third-party software issues, ensuring optimal integration within the supported environment
  • Enhanced application functionality by identifying and resolving technical issues in a timely manner
  • Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs

Sr. Developer

WELLS FARGO
09.2017 - 01.2019
  • Gathering and Understanding the Project requirements
  • Develop application in C++/QT based on design document
  • Analyse any problems and provide technical recommendation during any critical incidents and problem
  • Provided support to the release testing team at the time of code movement and deployment to live

Sr. Application Support Engineer

BT/Everything Everywhere
01.2015 - 09.2017
  • Support the applications that are coded in Java, C++, C, Informix 4GL, ESQLC, and Shell scripting applications
  • Ensure that the incidents are correctly prioritized, resolved within SLA
  • Ensure that service levels are agreed, monitored, measured, reported, maintained and/or improved
  • Develop operations scripts to improve the manageability of the systems and provide common tools for use by the whole team
  • Ensure the changes are deployed on time and the respective stake holders are updated
  • Managed high-priority incidents with effective communication between stakeholders to minimize impact on business operations
  • Automation of repetitive activities to marginalize human error and improve productivity
  • Develop alert scripts to pro-actively monitor the areas where team used to get critical incidents
  • Reduced support ticket volume through proactive identification of common issues and creation of relevant documentation for users and team members
  • Collaborated with cross-functional teams to develop, test, and deploy new features and improvements to existing applications
  • Conducted regular reviews of customer feedback and implemented targeted improvements to enhance overall satisfaction levels
  • Mentored junior support engineers to improve their technical skills and problem-solving abilities, fostering a strong support team environment
  • Created detailed technical documentation which facilitated quicker resolution of reported issues by fellow team members
  • Led training sessions for colleagues on new application features ensuring a well-informed support team equipped to handle diverse user inquiries
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients

Senior Software Developer

Orange UK
07.2010 - 01.2015
  • Gathering and Understanding the Project requirements
  • Designed technical document for the projects
  • Preparation of low level design of the changes to be made as a part of impact analysis
  • Develop ESQL-C/4GL application as per design document
  • Supporting the creation of performance testing approach/requirements document and gather all performance testing requirements
  • Providing initial assessment of performance testing needs
  • Coordinating the Test environment setup and Data setup for the Performance testing initiative
  • Validating test environment and tool configuration
  • Identifying all resources required to support the testing and coordinate with various teams to get their support during test executions
  • Coordinating all tasks involved in performance testing process and resolve testing issues
  • Analyzing of performance requirements document which is given by the application team and translating them into Performance Testing requirements
  • Publishing the performance report with the test strategy, result analysis and any performance tuning recommendations to the stakeholders
  • Provided support to the release testing team at the time of code movement and deployment to live

Royal Bank of Scotland
02.2009 - 05.2010
  • Processing funds to customer accounts through the back office
  • Call the customer relationship manager in case of any queries in processing the funds to the customer account
  • Process cheque's to the customer accounts
  • Balance and reconcile the assigned accounts and cost centers daily, maintain clearing % charge off standards and accuracy
  • Research miscellaneous transactions and identify appropriately based on research performed
  • Perform manual matches, escalate discrepancies

Education

Bachelor of Science - Electronics And Communications Engineering

Government College of Engineering
Bargur, Tamil Nadu, India
06.2008

Skills

  • Salesforce Commerce Cloud
  • GCP
  • Java
  • Python
  • C
  • Unix shell script
  • Perl
  • Postman
  • SoapUI
  • Swagger
  • Jenkins
  • Ansible
  • Git
  • Bit bucket
  • Dynatrace
  • Splunk
  • Appdynamics
  • Logcenter
  • Postgres
  • Oracle
  • Informix
  • Empress
  • C
  • E-SQL
  • 4GL

Timeline

Senior Application Support Engineer

Belk Inc.
08.2022 - Current

Sr. Application Support Engineer

ANTHEM
04.2022 - 07.2022

Application Support Lead

British Telecom
01.2019 - 04.2022

Sr. Developer

WELLS FARGO
09.2017 - 01.2019

Sr. Application Support Engineer

BT/Everything Everywhere
01.2015 - 09.2017

Senior Software Developer

Orange UK
07.2010 - 01.2015

Royal Bank of Scotland
02.2009 - 05.2010

Bachelor of Science - Electronics And Communications Engineering

Government College of Engineering

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Vijayaraj Lakshmanasamy