Rafiq AHAMED 7 Years of Exp in Application and Production Support Engineer
- 1. Rafiq Ahamed M H Senior Software Engineer (: +65 91632447 (or) +91 9962809546 Email: rafiqsgp@gmail.com Professional Summary • 7 years of experience in Data Center, BFSI Service Delivery and Healthcare domains as application maintenance and support engineer with good communication skills. • Providing L2 support for .Net framework, IIS, SQL and Linux technologies as an application and production support engineer. • Developed new and modification of Unix Shell scripts. • Providing L2 support for .Net Windows and Web applications as a functional level maintenance and support. • Handling IIS configuration and deployment activities in Windows IIS server. • MS SQL Server Administration and Support being familiar with Windows 2005 & 2008 R2 operating systems in Data Center domain. • Resolving an application related queries and handling incidents, standard changes and service requests based on the ITIL V3 concepts. • Deploying and upgrading the new versions on Client web based applications • Strong Capital Markets/Investment Banking domain knowledge • Excellent customer service skills that build high levels of customer satisfaction for internal and external customers • Excellent problem-solving, team, and time management skills • Ensuring team delivers to contractual SLA’s • Monitor and measure team performance metrics and reporting • Directing internal and external customer support for system availability and service delivery • Providing detailed production support information for internal/external clients, and deals effectively with issues that are complex, confidential and sensitive in nature. • Extensive experience in Supporting Client-Server and Web Based applications
- 2. Highlights Certification has been completed for Information Technology and Infrastructure Library (ITIL V3) Knowledge acquisition has been done at client location (BNP Paribas, Australia) Knowledge acquisition has been done at client location (Getronics Data Center, Netherlands) Ten on Ten award in Mindtree, Dec 2011 - Efficiently taken up the problem management initiatives and demonstrated it very well by decreasing approximately 48% of brokers per week Education Master of Science (M.Sc.,- Information Technology) with 78% of aggregate from The New College Chennai, Affiliated to Madras University, May 2006 Current Employer Experience Summary Employer : HCL Technologies Limited, Chennai (http://www.hcltech.com/) Title : Senior Software Engineer Duration : From April, 2012 to Till Date Vertical : BFSI- Service Delivery (BNP Paribas) Project Name Service Delivery - BNP Paribas Customer BNP Paribas Servers: Database Servers: Monitoring Tool: Web server: Ticketing Tool: Applications: Windows 2003, 2005 & 2008 R2, Unix/Linux SQL Server 2005 & 2008 R2 NetIQ, BAM and ESB Information Internet Services (IIS) Service Now, 2STrack and S.I.R .Net framework, In-house banking web applications, TLM, Hiport and Tradeflow Team Size 11 Role Application and Production Support Engineer Description: The project involves the support for various applications. The requests or issues to the application support raised in the SIR database, Service Now and 2STrack ticketing tools needs to be addressed. Monitoring the end of day process of business. Checking various application services before business starts. Roles and Responsibilities
- 3. • Providing Level2 support for Banking In-house web based and external applications • Providing Level2 support for .Net, Windows and MS SQL technologies. • Production monitoring, performance tuning, problem resolution, systems analysis, application programming, testing and post implementation support. • Handling IIS configuration and deployment activities in Windows IIS servers. • Execution of DDL and DML statements in SQL Server to analyze and rectify issues • Analyze, develop and implement testing procedures, programming and documentation. • Resolving application related queries and issues based on the ticketing system • Recording/tracking Incident/Problem information in Service Now tool • Sending daily report to client about application availability • Developed new and modification of Shell scripts • Provided prompt response to the downstream systems in case of any delay • Monitoring Autosys jobs and support day to day batch for all General Ledger system applications • Creating new sites and administrating existing sites in SharePoint 2010 • Handling user permissions request in Share point sites using Active Directory • Create the RCA report for problem management team • Works with the team and key stakeholders to set the key goals and major objectives • Interact directly with line managers to ensure resources are available when needed, and to negotiate amendments to the project • Organizing, facilitating and ensuring follow-up action on issues raised in the meeting Previous Employer Experience Summary Employer : Mindtree limited, Chennai (http://mindtree.com/)
- 4. Title : Senior IMS Engineer Duration : From May, 2010 to April 2012 Vertical : Datacenter (KPNGetronics, Netherlands) Project Name Getronics Netherlands BV. http://www.getronics.com/web/show Customer KPNGetronics, Netherlands Servers: Database Servers: Monitoring Tool: Web server: Ticketing Tool: Applications: Windows, Unix/Linux SQL Server 2005 Nagios, Microsoft Operations Manager 2005, Hobbit and Mistress(In-house tool) Information Internet Services (IIS) BMC (Action Request Remedy), ITSD (HP Open View service desk 4.5 client), Service Now .Net framework , Java, In-house applications and Middleware applications Team Size 12 Role Application and Production Support Engineer Description: Mindtree Technical Application Management team is supporting various business critical applications that are owned by Getronics customers. TAM team is responsible to handle all major application issues and taking care of deployments, synchronization, and version upgrades and roll outs for production and testing environments based on the agreed SLA. Roles and Responsibilities • Providing Level2 support for data center applications. • Maintain, manage and modify all software systems and applications. • Interface with end-users and software consultants. • Develop, maintain and manage systems, software tools and applications. • Resolve complex issues relating to business requirements and objectives. • Installation of SQL server 2005 and 2008 in standalone environments • Scheduling backup of databases using IBM Tivoli Data Protection and creating database maintenance jobs • Taking logical and physical backups were the regular tasks done onsite in addition to frequent troubleshooting • Data transformation from database to database using export/import utility maintenance and granting privileges and space allocation
- 5. • Monitoring space alerts and take action resizing the Table spaces or by adding a new table space to the database • Deploying and upgrading the new versions for existing applications • Resolving application related queries and issues based on the ticketing system • Handling IIS configuration and deployment activities in Windows IIS servers. • Troubleshooting and Deploying on middleware (apache, tomcat) front end applications • Using Web sphere MQJ explorer tool for message queue control • Job scheduling in Redwood software for Cronacle application • Fax and Email ID creation in UMS environment • SSL certificate renewal for apache instances • Sending daily report to client about application availability Previous Employer Experience Summary Employer : Firstsource solutions ltd,Chennai Title : Trainee Support Engineer Duration : From Feb, 2008 to May 2010 Vertical : Healthcare (UHC) Projects EVEREST, LIBERTY, GHX, MARINE, ROSEBUD, STEADY STATE,GENESIS, SLENDER, COSMOS DIRECT, CAMELBACK, WRIGLEY, ICEBERG, COFINITY Customer UHC Technologies Vb. Net, SQL 2005, XML Workflow Discovery Role Production Support Engineer Description These projects are for Data Entry Process which works on Discovery Workflow. Claims moves through various applications which includes interactive and also background applications of Discovery workflow simply called process all these process has unique name. The interactive applications are used by the production team, and finally provide the output data to the customer in xml format and also updating those details in customer database using MAINFRAME application. Roles and Responsibilities • Providing Level2 support for Healthcare domain applications • Coordinate and support software professionals in installing and analyzing applications and tools.
- 6. • Production support activities in Job Monitoring and making fixes to production issues and problems • Troubleshoot production support issues including post release deployment issues • Ability to solve complex production issues • Maintaining the MS SQL database servers • Installation of SQL server 2000 and 2005 in both standalone environments • Taking logical and physical backups were the regular tasks done onsite in addition to frequent troubleshooting • DB Maintenance activity by moving older data to history database. Carried out this activity in GUI, Also developed script for the same • Data transformation from database to database using export/import utility maintenance and granting privileges and space allocation • Responsible for enabling the software setups for the application to run in client area • Deploying and upgrading the new versions for existing applications • Monitoring and fixing issues in production and testing environment • Responsible for maintaining issue logs across all enhancements • Providing required data for the production as well as customers Personal Details Date of Birth : July 19 1984 Marital Status : Single Nationality : Indian Passport No : L7698179 Declaration I hereby declare that all the information furnished above is accurate to the best of my knowledge. Date: Rafiq Ahamed M H
- 7. • Production support activities in Job Monitoring and making fixes to production issues and problems • Troubleshoot production support issues including post release deployment issues • Ability to solve complex production issues • Maintaining the MS SQL database servers • Installation of SQL server 2000 and 2005 in both standalone environments • Taking logical and physical backups were the regular tasks done onsite in addition to frequent troubleshooting • DB Maintenance activity by moving older data to history database. Carried out this activity in GUI, Also developed script for the same • Data transformation from database to database using export/import utility maintenance and granting privileges and space allocation • Responsible for enabling the software setups for the application to run in client area • Deploying and upgrading the new versions for existing applications • Monitoring and fixing issues in production and testing environment • Responsible for maintaining issue logs across all enhancements • Providing required data for the production as well as customers Personal Details Date of Birth : July 19 1984 Marital Status : Single Nationality : Indian Passport No : L7698179 Declaration I hereby declare that all the information furnished above is accurate to the best of my knowledge. Date: Rafiq Ahamed M H