Ramya Parthiban
BANGALORE
Summary
Seasoned Technical Escalation Specialist with a proven track record at LinkedIn, adept in resolving complex customer issues using advanced tools like SQL and Autosys. Excelled in enhancing system efficiency and customer satisfaction through effective problem-solving and technical support. Skilled in SQL and Linux, demonstrating strong analytical capabilities and a commitment to excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Escalation Specialist
LinkedIn
BANGALORE
12.2019 - Current
- Troubleshoot and resolve customer and members' issues in the production environment.
- Worked on various CRMs, like OSC and Salesforce.
- I have worked in LTS and various products in Flagship.
- Work on escalations from Tier 1, troubleshoot with advanced tools, and escalate the bug to Tier 3.
- Create a Jira for bug work with stakeholders, resolve the issues, and communicate with members effectively.
System Support Analyst
Wells Fargo
08.2016 - Current
- Company Overview: Wells Fargo is the world’s second largest bank by market capitalization and the third largest bank in the U.S
- By assets
- Exposed to Banking, environment in the area of home mortgage, security
- Providing backend support for more than 45 applications
- Monitoring the batch jobs through AUTOSYS, verify the health status of all applications on daily basics
- Write SQL queries and Linux commands for resolving the issues
- Resolving ad-hoc issues
- Provide permanent fix for the issues which were raised in TT system and assigned to me by L1 team as per SLA’s
- Resolving User Related and Auto generated Problem tickets
- Assigning profile and updating the profile for the users for the default applications
- Monitoring alert logs for errors, Identifying the root cause and work for Fix
- Support the deployment and patching for the applications with Dev team
- Grant access to users for lower environments and help them in troubleshooting when they face issue in login to application
- Executing the scripts in Production environment which is deployed UAT environment
- Handle release ad perform post validation with Dev team
- Proactively monitor the alerts and setup the monitoring alerts during the sunrise and sunset of applications
- Take responsibility to on database refresh on the development/test environments with latest production data
- Ensuring the appropriate post-deployment and post-refresh checks is done, so that application stability is maintained
- Implement effective customer satisfaction strategies by identifying and eliminating the root cause of the problems
- Involved in preparing the weekly and monthly status reports
- Wells Fargo is the world’s second largest bank by market capitalization and the third largest bank in the U.S
- By assets
- Exposed to Banking, environment in the area of home mortgage, security
Production Support Engineer
Infosys Technologies Ltd
01.2012 - 03.2014
- Company Overview: Infosys Technologies Ltd is a multinational corporation that provides business consulting, information technology, and outsourcing services
- Has done production Support for the different client applications on store system and warehouse management system
- Documenting the Program description Procedure (PDP) for existing issues and new issues
- Providing the technical support for a few third party application of the client
- Coordinate the service desk team’s ITIL-based Incident Management process
- Logging the defects in the applications and tracking them till closure
- As a support analyst by handle the incidents on priority for the applications
- Discuss with the Client about the issue, clarify them and provide resolution
- Interact and coordinate with the development and report interface teams
- Support by granting and revoking the access to the end-user applications to user
- Interact with clients for access related issues and provide resolutions on timely basis
- Performing windows server deployments by placing code/artifacts to the target location manually
- Ensure to update the environment is up to date by deploying the latest codes available in production
- Setup the Monitoring to get the automated mails/notification for disk space utilization on the servers
- Performing complete root cause analysis in case of deployment failures as well as major impactful issues and also creating the essential documents for existing issues and new issues
- Directly worked with DevOps and Engineering team when performing the new environment setup for new projects or on boarding new applications
- Working with the infrastructure teams to maintain and support the non-production environments and work with Development team to understand the domain and resolve issues
- Knowledge transfer and technical mentoring of new comers on the architecture and technical support system of the existing applications
- Quality deliverables by Working closely with Project/Business team for prioritizing the tasks on Staging and Production Servers
- Followed upon ITIL process, using Remedy, JIRA, Deployment Request tool
- Handled Incidents, change records and problem management records
- Infosys Technologies Ltd is a multinational corporation that provides business consulting, information technology, and outsourcing services
Education
Bachelor’s degree - computer applications
PSG Arts & Science College
Coimbatore, TAMILNADU01.2011
Skills
- VB Script
- HTML
- SQL
- MySQL 5630
- SQL 2018
- Oracle 10g
- Linux
- Windows 2007
- Windows 2008
- WinSCP
- Putty
- SOAP-UI
- Autosys
- BMC Remedy
- Splunk
- HP QC
Certification
ITIL V3 Foundation
Organization
WELLS FARGO INDIA
Personal Information
- Pan Number: BDNPR4179Q
- Date of Birth: 06/06/91
- Nationality: Indian
- Marital Status: Married
Languages
English
First Language
English
Advanced (C1)
C1
Timeline
Technical Escalation Specialist
LinkedIn
12.2019 - Current
System Support Analyst
Wells Fargo
08.2016 - Current
Production Support Engineer
Infosys Technologies Ltd
01.2012 - 03.2014
Bachelor’s degree - computer applications
PSG Arts & Science College