Summary
Work History
Education
Skills
Accomplishments
Languages
Attributes
Personal Information
Timeline
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JAGADEESAN T

Chennai,Tamil Nadu

Summary

Results-driven and detail-oriented IT professional with 14 years of experience in L2 Production Support within the US Healthcare Insurance domain. Proficient in Oracle SQL, SQL Server, Linux, and Shell Scripting with a strong focus on incident management, problem resolution, and ensuring system uptime. Skilled in utilizing Jira Service Management and OTRS for ticketing, AWS CloudWatch and Pingdom for application monitoring, Datadog and Fluentd for log monitoring, and Cron, Autosys, Putty, and WinSCP for job scheduling. Demonstrated ability to deliver timely solutions in high-pressure environments, optimize system performance, and foster collaboration across departments to drive operational excellence.

Work History

Senior L2 Production Support Engineer

  • Current or Most Recent Employer], [, Provide end-to-end L2 production support for US Healthcare Insurance applications, ensuring 99.9% system availability and rapid incident response
  • Troubleshoot and resolve complex SQL queries on Oracle SQL and SQL Server databases, optimizing performance and ensuring data integrity
  • Monitor application health using AWS CloudWatch and Pingdom, analyzing logs with Datadog and Fluentd to identify and resolve issues proactively
  • Manage and track incidents using Jira Service Management and OTRS, adhering to, best practices
  • Automate job scheduling processes through Cron, Autosys, Putty, and WinSCP, enhancing workflow efficiency and reducing manual intervention by 30%
  • Perform root cause analysis for recurring issues, implementing permanent fixes to prevent future occurrences
  • Collaborate with cross-functional teams to support system upgrades, ensuring seamless deployment and minimal disruption.

L2 Support Analyst

  • MM/YYYY] – [MM/YYYY]
  • Delivered production support for mission-critical healthcare insurance applications, responding to and resolving L2 incidents within SLAs
  • Wrote and optimized Shell Scripts for log parsing, automation, and system maintenance, reducing manual workload by 25%
  • Leveraged Datadog and Fluentd to monitor logs, diagnose issues, and improve system reliability
  • Utilized Jira Service Management and OTRS to manage the incident lifecycle, ensuring transparency and documentation
  • Collaborated with development and infrastructure teams to deploy patches, execute data fixes, and conduct post-mortem reviews.

L2 Support Engineer

  • MM/YYYY] – [MM/YYYY]
  • Provided 24/7 on-call support for US healthcare insurance applications, resolving high-priority issues and minimizing system downtime
  • Created and maintained SQL scripts to extract, validate, and report on healthcare data
  • Improved system efficiency by automating recurring tasks using Shell Scripting, Cron, and Autosys
  • Documented knowledge base articles to improve team productivity and expedite future issue resolution.

Education

BCA - Basic Computer Application

Madras University
Chennai
01.2013

Diploma CSE - Computer Science Engineering

Raja Desingh Polytechnic College
Gingee
01.2010

Skills

  • Data bases: Oracle SQL, SQL Server
  • Operating Systems: Linux (RHEL, CentOS, Ubuntu)
  • Scripting Languages: Shell Scripting (Bash)
  • Application Monitoring Tools: AWS CloudWatch, Pingdom
  • Log Monitoring Tools: Datadog, Fluentd
  • Ticketing Tools: Jira Service Management, OTRS
  • Job Schedulers: Cron, Autosys, Putty, WinSCP
  • Other: ITIL Framework, Incident Management, Root Cause Analysis
  • System troubleshooting

Accomplishments

  • Improved incident resolution time by 35% through log monitoring automation and root cause analysis.
  • Successfully managed L2 support for high-availability healthcare insurance systems, ensuring 99.9% uptime.
  • Spearheaded the migration of monitoring tools from legacy systems to AWS CloudWatch and Datadog, improving system insights and performance.

Languages

Tamil
English

Attributes

  • Strong analytical and problem-solving skills
  • Excellent communication and collaboration abilities
  • Ability to work under pressure and meet tight deadlines

Personal Information

  • Father's Name: Thanikasalam
  • Mother's Name: Lalitha
  • Date of Birth: 07/05/89
  • Marital Status: Married

Timeline

Senior L2 Production Support Engineer

L2 Support Analyst

L2 Support Engineer

BCA - Basic Computer Application

Madras University

Diploma CSE - Computer Science Engineering

Raja Desingh Polytechnic College

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