Surender Lal
Shimla
Summary
Results-driven Sr Application Support Analyst with 8 + years of experience providing technical support for various applications. Skilled in troubleshooting issues, managing software upgrades, and collaborating with cross-functional teams. Seeking a challenging role where I can utilize my expertise to ensure the smooth operation of critical applications and drive business success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Sr. Application Support Engineer
Telus International
12.2019 - Current
- Providing application support for Middleware applications
- Oracle VirtualBox installation, configuration and management, User account management System monitoring (users, process, application, performance, networking etc.), Log monitor when system have issues Ticketing tool management & configuration as per project requirement
- Using Splunk & App Dynamics tools for analysis & reporting
- Provide appropriate inputs to the problem management process for Root cause analysis Troubleshooting weblogic server issues functional in cluster mode
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Ensured optimal application functionality by coordinating with software development teams on bug fixes, patches, updates, and releases.
- Mentored junior support engineers to improve their technical skills and problem-solving abilities, fostering a strong support team environment.
- Coordinated root cause analysis exercises following major incidents resulting in the implementation of preventive measures that decreased future occurrences.
- Managed high-priority incidents with effective communication between stakeholders to minimize impact on business operations.
System Engineer
E Technology Solutions
09.2017 - 12.2018
- Involved in Change Management, Incident Management and Release Management
- Oracle VirtualBox installation, configuration and management, User account management System monitoring (users, process, application, performance, networking etc.), Log monitor when system have issues create processes and schedules jobs & Install, update or un-install windows and 3rd party programs Attend weekly/bi-weekly meetings with client to discuss about applications / servers related issues
- Provided support to continued maintenance and development of bug fixes and patch sets for existing web applications
- Provide appropriate inputs to the problem management process for Root cause analysis Maintenance of various Applications running on the various servers
- Ticketing tool management & configuration as per project requirement Managed system-wide operating system and software deployments, as well as any related upgrade problems
- Acknowledging and working on all the issues to resolve them in desired Service Level Agreements.
- Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
- Developed robust monitoring systems that provided real-time alerts for potential performance issues or security threats.
Customer Relation Officer
Hinduja Global Solution
07.2016 - 08.2017
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Educated customers about Product or Service options Questions customers and collected information to understand needs and offer solutions quickly
- Compiled feedback from customers and submitted recommendations to management regarding processes, promoting satisfaction in future interactions
- Adhered to regulations to maintain branch compliance
- Responded to customer requests with friendly, knowledgeable service and support.
Technical Support Executive
SBK Infotech Pvt. Ltd.
05.2015 - 06.2016
- Retained existing clients and developed new accounts by extending high quality and efficient support service
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Increased sales by educating prospects on the benefits of products and services in comparison to competitors
- Configured hardware, devices and software to set up new work stations for employees
- Patched software and installed new versions to eliminate security problems and protect data.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
Education
Electronics & Communication
Bahra University- Solan (Himachal)
Skills
- Database Server: Oracle 11g, Oracle 11g, SQL Server 2003, SQL PL/SQL
- Application Server: Web logic 12c
- Web Servers: Apache, Tomcat
- OTHERS: Putty, SQL Developer tool, OpsView, Postman, Incident Monitor, Unix Crontab, Nagios, Windows Task Scheduler, FTP, DNS, NTP, SFTP, SCP, SSH, MS Office (Excel, Word, PowerPoint etc)
- Incident Management
- Server maintenance
- Virtualization Technologies
- Monitoring Tools: Splunk, Appdynamics
- Operating Systems: Unix, Linux
- Expert Troubleshooting
Additional Information
● Over 8+ Years of experience in Application Support and technical Support Technologies (Unix, Red Hat Linux, Putty, SQL Developer tool, Tomcat, Web logic 12c& Oracle 11g, SQL Server 2003, SQL PL/SQL).
● Providing application support for Middleware applications.
● Oracle VirtualBox installation, configuration and management, User account management
● System monitoring (users, process, application, performance, networking etc.), Log monitor when system have issues
● Ticketing tool management & configuration as per project requirement.
● Using Splunk & App Dynamics tools for analysis & reporting.
● Provide appropriate inputs to the problem management process for Root cause analysis
● Troubleshooting weblogic server issues functional in cluster mode.
● Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Languages
English
Advanced (C1)
Timeline
Sr. Application Support Engineer
Telus International
12.2019 - Current
System Engineer
E Technology Solutions
09.2017 - 12.2018
Customer Relation Officer
Hinduja Global Solution
07.2016 - 08.2017
Technical Support Executive
SBK Infotech Pvt. Ltd.
05.2015 - 06.2016
Electronics & Communication
Bahra University- Solan (Himachal)
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