PUNEET GUPTA
Technical Support Lead At Fiserv
Noida
Summary
Seasoned Technical Support Lead with a proven ability to analyse and resolve client inquiries. Having been through the entire SDLC spectrum, I am skilled at incident management, root cause analysis, change request creation and implementation, artefact generation and deployment, application release support and enhancement of knowledge base.
Overview
11
11
years of professional experience
Work History
TECHNICAL SUPPORT LEAD
FISERV
NOIDA
05.2021 - Current
- Analyzed client cases, triaged them and drafted case summaries/ resolution documents.
- Provided functional setup, data fixes and code fixes for the client inquiries.
- Designed and developed application reports (SQR).
- Supervised daily, weekly, bi-weekly and monthly batches.
- Organised module trainings for the clients and helped them understand the application better.
- Delegated work to the team members and created knowledge documentation.
- Promoted efficiency among teams with prompt resolution of system issues.
SENIOR ASSOCIATE TECHNOLOGY
SYNECHRON
PUNE
07.2020 - 05.2021
- Created and implement deployment plans for different software components in releases.
- Deployed the artefacts after running release builds.
- Performed DADM deployments onto QA/Regression/PROD servers.
- Created user profiles on Linux clusters.
- Worked on sever decommissioning initiatives.
- Offered input for complex documents to support client-ready final versions.
- Analyzed and maintained system and application performance.
SENIOR IT ANALYST
BIRDEYE
GURUGRAM
05.2020 - 07.2020
- Provided extensive technical support to the BirdEye application and resolved client inquiries.
- Identified and resolved problems through root cause analysis and research.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Collected, arranged, and input information into database system.
- Raised brand awareness through consistent marketing efforts and product campaign launches.
IT ANALYST
TATA CONSULTANCY SERVICES (CLIENT: DEUTSCHE BANK)
GURUGRAM
01.2018 - 04.2020
- Responsible for migration of Deutsche Bank accounts from legacy apps to new applications.
- Developed stories and after testing, built and deployed them onto FT/SIT/UAT environments.
- Triggered maven builds in Team City for the generation of artefacts.
- Fetched artefacts from the central repository, placed them in SambaShare and deployed them using Oracle DAP.
- Supervised production releases, ensuring that the application EARs and database components are deployed successfully.
- Provided post-release support and ensured that the incidents are addressed within SLAs.
- Worked on the Oracle Server Reports as per the changes required by the client.
- Implemented CI/CD practices to support automated deployment of application EARs.
- Collaborated with cross functional teams to analyse, investigate and diagnose root cause of problems as well as completion of corrective actions.
- Participated in support planning for major enhancements and system decommissioning.
IT ANALYST
TATA CONSULTANCY SERVICES (CLIENT: CITIBANK CANADA)
GURUGRAM
06.2017 - 01.2018
- Provided fixes for incidents and added new code modules to process the change requests.
- Tested the upgraded application functionalities before rolling them out in PROD.
- Participated in post-incident problem management processes to identify the root causes of issues, and then developed plans to remediate issues.
- Supervised code migration and merge among the Citibank Canada and Citibank US regions.
- Ensured data consistency between the development and test environments.
- Assisted in application releases and system maintenance for Unix Servers and Oracle database.
- Worked effectively in fast-paced environments.
PRODUCTION SUPPORT ANALYST
TATA CONSULTANCY SERVICES (CLIENT: MORGAN STANLEY)
PUNE
03.2013 - 04.2017
- Provided technical support to the Morgan Stanley applications ( 100+ applications).
- Accountable for End to End Incident Management process.
- Performed and coordinated the database refresh activity.
- Performed Root Cause Analysis for recurring issues and proposed permanent solutions.
- Developed Unix shell scripts to automate work and accommodate new requirements.
- Processed access/revocation/upgrade requests raised by the users via service desk.
- Worked on multiple vendor notifications and resolved/escalated them.
- Ensured that Ready-For-Business (RFB) checks are Green across APAC, UK and US regions.
- Created Knowledge Articles to be followed by the team members.
- Conducted knowledge transfer sessions to transfer technical & business knowledge to the team.
- Distributed the work as per the domain expertise of the team members, and cross trained them to work on different domains.
- Supported the Autosys batch for both Intraday and Overnight runs.
- Performed Engineering activities such as memory management and deploying processes on hosts.
- Offered input for complex documents to support client-ready final versions.
Education
Bachelors of Engineering - Computer Sciences
Gyan Ganga Institute of Technology and Sciences (GGITS)
Skills
ITIL, Agile/Scrum
Sql, PlSql, Unix, Autosys, APIs
Service Now, Client 360, Jira, Clarity
Git, TeamCity,Visual Studios, DAP
Timeline
TECHNICAL SUPPORT LEAD
FISERV
05.2021 - Current
SENIOR ASSOCIATE TECHNOLOGY
SYNECHRON
07.2020 - 05.2021
SENIOR IT ANALYST
BIRDEYE
05.2020 - 07.2020
IT ANALYST
TATA CONSULTANCY SERVICES (CLIENT: DEUTSCHE BANK)
01.2018 - 04.2020
IT ANALYST
TATA CONSULTANCY SERVICES (CLIENT: CITIBANK CANADA)
06.2017 - 01.2018
PRODUCTION SUPPORT ANALYST
TATA CONSULTANCY SERVICES (CLIENT: MORGAN STANLEY)
03.2013 - 04.2017
Bachelors of Engineering - Computer Sciences
Gyan Ganga Institute of Technology and Sciences (GGITS)