PROFESSIONAL SUMMARY
Experienced IT professional with a strong background in technical support, incident management, and production environment maintenance. Skilled in troubleshooting, system monitoring, and providing day-to-day support for critical IT infrastructure. Adept at using various monitoring tools, including ServiceNow, Tivoli, and Remedy. Proficient in Oracle SQL, UNIX, and supporting a wide range of mainframe products.
Holds
Oracle 11g SQL and ITIL V3 certifications. Focused on providing high-quality technical support to ensure the seamless operation of production systems and reduce downtime.
SKILLS
- Technical Support: Incident Management, Issue Resolution, Troubleshooting, On-Call Support
- Operating Systems & Databases: Oracle SQL, UNIX, Linux, z/OS
- Monitoring Tools: Tivoli, Remedy, ServiceNow, Autosys
- Mainframe: NETVIEW, TWS/OPC Batch Scheduler, Change Man, CA-View
- Virtualization: VMware vSphere, VMware vCloud
- ITIL: Incident Management, Change Management, Service Desk Support
- Batch Management: Batch Monitoring, Process Automation, Scheduling
KEY CERTIFICATIONS
- Certified Oracle 11g SQL
- Certified ITIL v3
PROFESSIONAL EXPERIENCE
Production Technical Support
Taylor Farms, Canada
May 2024 - Present
- Provide technical support for production environments, including monitoring and troubleshooting issues in live production systems.
- Identify, diagnose, and resolve technical issues across hardware, software, and network components.
- Perform regular checks and maintenance of production machinery, ensuring system stability and minimal downtime.
- Collaborate with cross-functional teams to ensure smooth workflows and system integrations.
- Implement patches, updates, and system enhancements to improve performance and reduce incidents.
- Accurate logging of machine performance, production output, and quality checks.
IT Support Engineer
Go Tech Enterprises, India
July 2022 - October 2023
- Delivered technical support for production databases and UNIX environments, ensuring high availability and operational efficiency.
- Monitored system performance and responded to critical application and infrastructure alerts.
- Executed SQL queries and scripts for troubleshooting, data extraction, and system diagnostics.
- Assisted in the implementation and testing of new ServiceNow applications to streamline support processes.
- Actively participated in on-call support, resolving urgent production issues to minimize downtime and business impact.
- Maintained VMware vSphere environments, supporting over 40 virtual machines across the organization.
DC Infrastructure Analyst
IBM Singapore
Feb 2019 – May 2022
- Delivered L1 production support for batch and ATM operations, including monitoring and incident resolution.
- Utilized mainframe tools such as z/OS, TWS/OPC, and CA-View to track and resolve system exceptions.
- Coordinated with application support teams to execute recovery actions and restore service during critical incidents.
- Monitored ATM and batch systems, escalating and acting on issues to ensure service availability.
- Developed and executed Standard Operating Procedures (SOPs) for handling IT incidents and operations.
- Managed data center tools like DCIM to monitor infrastructure health and performance.
Production Support
Cargoport Pte Ltd, Singapore
June 2015 – Jan 2019
- Provided L1 support for production applications, ensuring issue resolution within established SLAs.
- Troubleshot application issues, using Oracle SQL and UNIX scripts to diagnose and resolve batch-related problems.
- Utilized Tivoli and Remedy to monitor batch jobs and track incidents through resolution.
- Implemented patches, fixes, and new releases to improve system performance and enhance functionality.
- Communicated regularly with end users to resolve technical issues and provide timely support updates.
IT Support
Cargoport Pte Ltd, Singapore
June 2010 – May 2015
- Installed, configured, and supported computer hardware, software, systems, and networks for internal users.
- Monitored system performance and resolved technical issues promptly to ensure continuous operations.
- Provided end-user support, troubleshooting hardware/software issues, and assisting with system setup.
- Managed user accounts and permissions, ensuring secure and efficient access to company resources.
Conducted testing and evaluation of new technologies to improve company IT infrastructure
