SHILPA BALASUBRAMANIAN

• Maintained, debugged and optimized automation programs.
• Tested, automated and whitelisted software to be used in secure environments.
• Discussed requirements and processes with project managers and developers.
• Inspected and assembled components and consumable parts.
• Tested equipment for proper operation and freedom from defects.
• Assisted maintenance personnel with complex troubleshooting.
• Troubleshot software to alleviate obstacles preventing functionality.
• Supported Engineering and Maintenance departments with training and technical support.
• Established best practices and innovative solutions to enhance production rates and output quality.
• Supported business needs dependent on location, working with staff at all levels to produce targeted solutions.
• Met with quality assurance, developers and project managers to assess scope and sequence of project.
• Created detailed test cases for use on diverse projects.
• Supported facility and process equipment engineering and design, integration and validation.
• Reviewed all test cases and test scripts for quality and identified additional areas to review.
• Collaborated with systems engineers and customers to determine machine requirements and develop specifications for user interface, machine functions and quality control to deliver reliable automation systems.
• Software Used: HP service manager, Pumpomat, Centromat,Oracle database systems ,SQL DB, third party applications, NCR, Retail, Helped the testing team to test New versions of applications in and out with proper documentation, communicated issues with vendors.

1) Incident Management (P1/P2 production/QA/UAT ticket handling, engaging different teams & driving the incident to closure)

Perform RCA documentation in a timely manner

2) Manual Sanity monitoring of critical applications on a daily basis in production

3) Database batch monitoring & escalation of issues.

4) Need to handle support for both WINDOWS & UNIX based environments

5) Has experience in UNIX Shelling scripting, Java J2EE application, WAS Admin, Unix admin, Oracle 10g basic knowledge

6) Has experience / exposure to Windows servers / IIS administration, Windows services, SQL Jobs, SQL Server 2008 basic knowledge

8) Excellent Communication skills. Able to create reports, production support metrics & trends

9) Should be proactive be able to handle high visibility calls with attention to detail

10) Should be alert and able to act quickly in case of incidents

• Part of a team of four technical consultants serving as the first point of contact for all technical issues and development activities , minor enhancements in existing application, testing and development of internal forms and web pages.
• Installation, maintenance and monitoring Asterisk for IVR as well as Kannel for SMS Gateway.
• Day to day activities like monitoring traffic and performing restarts, health checks etc.
• Assisted in the monitoring and reporting on website traffic and performance.
• Created HTML email templates and newsletters for e-mail marketing campaigns.
• Developed POCs on SMS Application for important clients – developed front end to back end single handedly and implemented successfully.
• Web page development from design to test and up to production deployment.
• Developed web form for Subscribe/ Unsubscribe for Email and SMS campaigns
• http://2optout.net/ ,http://www.uae24x7.com
• Worked on Email marketing flyer design and campaigns. Knowledge on Zoho
• SMS Sender ID approval process, Credit management, Technical queries and issue resolution, Campaigns, Bug fixing on internal application, server maintenance tasks.
• Designed the front end and back end logic for file formatting tools for internal use.
• Developed as a solution – the mobile number formatting tool using PHP to ease the manual work and automate processes internally, adding value to the organization.
• Developed application to customize the SMS campaign for individual customers using PHP, and front end languages.

• Worked with stakeholders to determine implementation and integration of system-oriented projects.
• Performed root cause analysis to provide resolutions for production issues.
• Collaborated with clients to determine need and devise appropriate software and hardware solutions.
• Created manuals and taught training sessions to educate co-workers on new systems.

• Studied business functions and evaluated requirements to establish operational objectives.
• Promptly resolved technical issues for staff to minimize downtime.
• Provided technical and functional recommendations based on project requirements.
• Identified system issues and recommended changes to close system holes.

Experience of 3.7 years in Infosys, India worked for Client Pepsico’s E-commerce Gateway system that processes transactions through the integrator middleware of GIS/ IBM Sterling Integrator suite.

· Served as admin for the installation, maintenance and development activities for the system which was based on Oracle DB.

In the baseline activity, resolved and brought to closure numerous incidents based on priority working on shifts. Resolved issues ranging from application troubleshoot, network related, database related,customer assistance.

Performed Regular health checks on system, troubleshooting priority issues as and when it comes, served as primary on call for P1/P2 issues.

Have experience facing clients on call during issues/ incidents. Help desk assistance roles were performed.

Worked on Network and storage related areas for server and data center recovery, maintenance etc. Good working knowledge about NAS and SAN, network protocols such as TCP/IP, DHCP, active directory and maintaining AD for users.

Automated several processes for Business process restart, resume, and recovery in case of issues where all failed business processes will automatically get processed

Worked on Innovative solution known as 'Automation of Rejected FA handling' and 'Automation of Overdue FA handling' to reduce the manual intervention, effort and save time for support team.

Developed several business processes for the ECG system. Developed customized portals where we can efficiently perform activities like BP restart, report preparation, monitoring etc. without having to logging into the software GUI.

Performed unit testing, integration and system testing for user acceptance