Maruti Prasad_optimum.docx

Maruti Prasad Mobile: +65 9222 7927

Email: [email protected]

Experience Summary: 11+ years of overall work experience, with 6+ years in L1/L2 Production Support and 5 years of Technical support. Technically proficient & worked in progressively responsible roles in production support. Proficiency in Windows, Unix, Active Directories, Networking, SQLserver, Oracle, ITIL. Conversant with scheduling tools – Autosys, Tivoli and Incident management tools HPCSC & JIRA Certifications:    

-Microsoft Certified IT Professional (MCITP) -ITIL certified Cisco Certified Network Associate (CCNA) -Linux +

Core Strengths:      

Excellent problem solving and troubleshooting skills Excellent customer service skills and client co-ordinations skills Excellent communication skills Ability to function as a team player and alternatively work independently to achieve objectives Ability to work under pressure Ability to learn and adapt new technologies and methodologies

Education:  

MBA in finance from Sikkim Manipal University, India Bachelors in Commerce from Bangalore University, India

Technical Skills:       

Operating Systems: Windows Server 2003, MS-DOS, Linux, UNIX (Sun Solaris). Certification: Am certified in Sun Solaris, system administration. ITIL certified Programming languages: Perl scripting, Shell Scripting. Database – Oracle, Sybase Applications – OIM , Autosys , Autohedger , LDAP , Active Directories , FIX Protocol Analyzing and fixing issues with XML message exchange format and Autosys, Remedy Middle Ware: TCP/IP , TIBCO

Professional Experience: Kelly Services, Singapore Application Support Analyst Aug 2014 –Till date Client: UBS ( Dell International Services) Provide L2 support for UBS securities application which was hosted on Unix, Wintel servers and database as Oracle, Sybase and MSSQL .The application uses RTTP cloud computing framework for processing trades. The messages from one component to another get transmitted using MQ and batch jobs using Autosys. Other applications containing various order entry channels (FIX, Web based application, Desktop application) for Equities, Fixed Income and Funds Flow. Production Support  Timely resolution and escalation of production critical issues, front office user support (onsite and offshore) and maintenance of all production  Carry out early morning checks daily before opening of the Markets in APAC and make sure that Environment and all applications are up and running. Ensure proper handovers to onshore team in Zurich  Log and maintain all Incidents\Requests and update the same with all the related details.  Coordinating and performing weekend maintenance and release activities including shutdown and startup of applications.  Documenting various knowledge artifacts and ensuring that they are up to date  Incident Management: Log and maintain all Incidents\Requests in JIRA and update the same with all the related details.  Tools : Toad, Autosys, jconsole, Putty manager, Service Now, Winscp, IBM MQ,Appdynamics,Clarion Nityo InfoTech Pte Ltd Application Support Analyst Dec 2012 to Feb2014 Client: Citibank (L&T) L1 Batch job support, Incident Management and release management of CitiBanks’s private banking applications  Provide level-1 application support for about 8 different private banking applications of Citibank, supporting 17 countries within Asia  Ensure that all feeds are delivered in time and overnight batch jobs have run correctly  Any delays in feed processing and breach in SLAs will be timely escalated and investigated  Analyzing Unix server logs to identify errors and remediate them  Production releases with close co-ordination with development team  Following required escalation protocol(s) to get the production issues fixed within ETAs and work closely with the infrastructure teams to fix the issues at the earliest

Optimum Solutions, Singapore Application Support Analyst Feb 2011-Dec 2012 Client : Barclays Capital As an AIM Second Level Support (Access and Identity Management). The role offers a techno-business profile where we interact directly with the AIM business and development teams within the bank to address real-time issues in the production environment make sure once the user is onboarded to system the access to applications are up and running and checking with the application workflow and approval are in place with compliance and manage users access control privileges associated with computer systems and networks.   

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Provide level-2 application support for the centralized access and request Maintaining information security across APAC, UK, EMEA and US sites Handling incident ticket using incident based software HPSC tickets and email queries requests Activities include gathering requirement for the AIM system in provisioning Directory, exchange, LDAP, chat, Remote Access, Unix system accounts and managing Secure ID tokens(RSA) Escalate technical and non-technical issues to management and support teams as required Resolve logged user problems, issues and escalations within SLA and/or provide escalation path to Development team or vendors Critically evaluate information gathered from multiple sources, reconcile conflicts and decompose high-level information into specific details in order to solve process problems. Administer user authentication, access rights, access restrictions, account profiles, passwords, and other attributes supportive of users' roles/profiles on one or more applications or systems Create and maintain both technical and users documentation Maintain workflow processes as identified by the Process Owner in accordance, routing, group amendment and workflow correction Request to authorize approvers. Create and maintain both technical and users documentation Provided infrastructure support to the banks global client base via 24 by 7 scheduled rotations. This role dealt with access provisioning to various network resources, administration of new joiners, leavers and movers, access and identity management

HP Global Services, Bangalore Technical Support Engineer Oct 2008 – Mar 2009 Client: HP Global services (Product based company) Consumer support for technical issues relating to HP desktops, HP laptops and printers  Handle any issues reported by HP customers with their laptops, desktops and printers, via phone, email and hp online chat.  Cross selling and upgrading hp products/warranties against obsolete models  Identify and technical bugs on HP products and escalate to customer strategic center

HP Global services, Bangalore Technical Solutions Representative Oct 2006 – Oct 2008 Client : HP Sales Team (Product based company) As part of North America Customer Service Support (NACSR) team, was responsible for quality adherence of the HP products within & out of warranty and up-selling various HP products        

Real time floor support Agent to meet the daily Service Levels Motivate the entire Team to achieve and also exceed the set targets. Meetings with Team Leaders to review and discuss the Process Strategy. Maintain periodic reports for the team which is shared with the Team leaders. Interactive with customers to ensure Quality adherence to provide need based solutions for the all HP In warranty and out of warranty customers Responsible for conducting Sales of all hp products, Basic Troubleshooting, Selling warranties. Help New Hires by monitoring and guiding them to ensure their learning curve improves Knowledge transfer done periodically for New Hires.

Mphasis an EDS company, Bangalore Customer Support Representative Mar 2004 – Oct 2006 Client Capital One UK Mphasis supports global companies around the world in the improvement of their business processes & provide integrated solutions involving Infrastructure Technology, Applications, and Business Process Outsourcing capabilities.     

Managing a team of 8 First Level Agents to drive the phone metrics and the revenue metrics to meet the process SLA Real time floor support to meet the daily Service Levels & maintain periodic team reports Meetings with Team Leaders and Managers to review and discuss the Process Strategy Responsible for conducting customer service, Process refresher training as per process requirement Trained several new joiners within the team and got high appreciation from client, colleagues & Mphasis management

Additional Information:     

Represented Karnataka State in the field of Cricket Other interests include playing Volley Ball & Travelling Marital Status: Married Nationality: Indian E-mail ID: [email protected]