Sudesna Chakraborty
Pune
Summary
Production Support Intermediate Analyst with 8+ years of experience in developing critical problem-solving and technical troubleshooting skills in fast-paced production environment. Demonstrates strong capabilities in system monitoring and incident resolution, with proficiency in scripting and database management. Seeking to transition into new field where these skills can drive operational excellence and innovation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Production Support Engineer
Citibank India
Pune
12.2023 - Current
- Developed automated tools that reduced manual intervention by 40% during system outages
- Minimized system downtime by 35% through the implementation of proactive monitoring solutions
- Led troubleshooting sessions that resolved 95% of critical incidents within 2 hours.
- Initiated and led a project to upgrade the ticketing system, resulting in a 20% increase in tracking efficiency
- Collaborated with development teams to implement code fixes, reducing recurring issues by 25%.
- Collaborated with software development teams to streamline code deployment processes, enhancing operational efficiency.
Production Support Engineer
Tata Consultancy Services Ltd
Guadalajara
10.2021 - 11.2023
- Resolved 400+ support cases monthly with a 98% SLA adherence
- Improved application performance by 30% through system audits and timely patch updates
- Designed and implemented a new alert system, reducing the mean time to detect (MTTD) by 25%
- Reduced ticket volume by 15% by creating self-service knowledge base articles
- Ensured smooth software deployments by thoroughly testing applications before release, reducing post-launch issues significantly.
- Optimized system performance with regular maintenance and software updates.
- Collaborated with cross-functional teams to identify areas for improvement in the production process, resulting in cost savings and increased efficiency.
- Developed comprehensive documentation for system configurations, allowing for easier troubleshooting and faster resolution times.
- Improved production efficiency by identifying and troubleshooting issues in a timely manner.
Senior Technical Support Engineer
Tata Consultancy Services Ltd
Kolkata
01.2018 - 09.2021
- Resolved 750+ technical incidents monthly with a 90% first-call resolution rate
- Led a team of 5 in the deployment of system upgrades, reducing customer complaints by 20%
- Implemented automation scripts resulting in a 30% reduction in daily manual tasks
- Improved performance of legacy applications by 25% by identifying and resolving bottlenecks
- Maintained a 95% customer satisfaction rating by resolving issues promptly
- Reduced downtime by 20% through effective hardware and software maintenance.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
- Delivered remote and on-site support to high-profile clients, maintaining high standards of professionalism and discretion.
Mainframe Developer, Banking Domain
Tata Consultancy Services
Kolkata
12.2016 - 12.2017
- Collaborated with business analysts to understand and translate business requirements into technical specifications.
- Designed effective and efficient solutions on the AS400 platform.
- Worked with DB2 databases on the AS400, utilizing SQL for data manipulation and retrieval.
- Ensured data integrity and optimize database interactions within RPG programs.
- Integrated RPGILE modules into comprehensive business applications.
- Collaborated with cross-functional team including analysts and project managers, to achieve project goals.
- Conducted thorough testing of RPG programs to identify and resolve issues.
Education
BTech - Electronics And Communications Engineering
West Bengal Council of Higher Secondary Education
KolkataSkills
- UNIX Shell Scripting
- Oracle SQL Proficiency
- IBM MQ Configuration Experience
- Experience with IBM Connect:Direct Implementation
- IBM WebSphere Management
- IBM UrbanCode Deploy Knowledge
- Autosys Job Scheduling
- ServiceNow implementation experience
- JIRA Issue Tracking
- TeamCity Automation
- Proficient in ITIL Practices
- Proficient in ECS Management (OpenShift)
- Disaster Management
- Git Repository Management
- CyberArk Security Management
- Experience with ITRS
- Experience with Splunk
- Control-M Workflow Management
Certification
- Mastering Enov8 REST API Integration
- Enov8 Certified Environment Management Specialist
Timeline
Senior Production Support Engineer
Citibank India
12.2023 - Current
Production Support Engineer
Tata Consultancy Services Ltd
10.2021 - 11.2023
Senior Technical Support Engineer
Tata Consultancy Services Ltd
01.2018 - 09.2021
Mainframe Developer, Banking Domain
Tata Consultancy Services
12.2016 - 12.2017
BTech - Electronics And Communications Engineering
West Bengal Council of Higher Secondary Education
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