IQVIA, Product Support Tech Advisor, Oct 2014 ~ Present

As a team Lead:
• Maintain up-to-date validation documents, SOP, Work Instructions, process documents for the project needs.
• Review user reports with respect to user access set-ups in the system. Assigned daily employee tasks and monitored activity and completion Identify gaps in the process and building up ideas to fill in the gap
• Performed Quality Reviews on Incident/Service/Change Tickets and provided feedback to the team
• Have been part of audit preparation during internal and external audits
• Resolved and provided solutions during internal and external service providers in the area of incident, problem, and change management.
• Created management reports for reviews, scorecard of team performance matrix.
• Monitor the ticket queue and progress made on each ticket, escalate accordingly to before SLAs.
• Daily co-ordination of incident review calls internally, ensuring compliance to process
• Worked with team members to improve performance and implement training updates
• Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
• Provide effective response to any escalation or alerts, triggers, notification and get it addressed.
• Hired, trained and mentored staff to maximize effectiveness
• Established open and professional relationships with team members which helped resolve issues and conflicts quickly
• Held meetings with employees to evaluate performance and make plans for improvement

Product Support Tech Advisor: Engage in Application Tech support and Maintenance for PV Domain
• Provided support to maintain, develop and continual service improvement for global safety database to ensure IT Compliance.
• Performed activities like Meddra Dictionary Upgrades, TNS Entry updates, Environment refresh activities, Installation of tools on server, Data extraction for clients.
• Performed Data Patches for identified bugs in the system via the scripts provided by developers
• Executed Change Requests like Emergency, Non-Production, Normal, Standard Change for controlled environments.
• Achieved end to end activities for deployment of software release via Implementation Plan.
• Understand implementation approach and methodology.
• Responsible for ensuring that all Implementation Plans are consistent with defined process also ensuring that CMDB is certified and valid.
• Worked on Argus Interchange/ESM and custom E2B Profiles.
• Collaborate with Project Management to define a release schedule under management
• Created IQ and OQ as per the project requirement for deployment activities
• Experienced in implementation/support/installation of safety system
• Applied server patches and security changes as per the company policy.
• Collaborate with Project Management to define a release schedule under management.
• Participate in Continual Service Improvement efforts for services, process and procedures.

Customer/Application Support Analyst:
• Provide first line assistance to end users of our Global Lifecycle Safety Platform ensuring technical application support, configuring internal and external users
• System administration and on-spot issue management for all Production and Non-Production Environments
• Issues worked based on triage, urgency, priority of tickets from customer/clients.

• Work closely with the Clients/Customers on Oracle Argus Safety Application, OBIEE, Axway transmissions, XML files, Case Processing, Argus ICSR(E2B), Reporting, Argus Console and other complex support issues reported

• Accountable to achieve 100% compliance with customers' Service Level Agreements with respect to incident and request completion and communicate with customers
• Manage user provisioning, system access and user roles ensuring compliance.
• Work on issues related to electronic submissions of adverse events, E2B verification.
• Assist in the generation of standard query reports using Oracle SQL as required
• Generation of OBIEE Reports on basis for the customer's requirement.
• Communicate with software vendors, infrastructure services, and/or applications development and helped teams to quickly restore system issues having a wide impact.

MICROLAND LIMITED. , Sr. Engineer – RIMS (Remote management), Oct 2012 ~ Oct 2014

• Proactive and reactive Categorization, prioritization and assignment of Incident tickets, Service tickets, Change tickets and Problem tickets.
• Proactive monitoring on critical alerts (Packet loss, System uptime, Disk space utilization, Network Status)
• L1 level of troubleshooting Disk space and Performance related issues on servers
• Performing scheduled change, Updating Service Packs on local machines.
• Hosting bridge calls, sending notifications during high Severity incidents
• Proactive monitoring of Live Global networking devices, adding nodes (globally) per requests, modifying nodes using Solarwinds Orion (Tool)
• Configuring, Modifying, Deleting and managing Nodes, Controllers, Access Points on Cisco Wireless Network
• Generating Daily High Utilization reports, Monthly WCS, Airwave reports to clients
• Creating device, adding correct SNMP community using Aruba Airwave tool
• Configuration of Device Management, Server Management using Netscout n-genius Client
• Providing Top Application usage reports for all sites using Riverbed Technologies