Summary
Overview
Work History
Education
Skills
Personal Information
Software
Timeline
Generic

PRATYASHA RAY

Intermediate Support Analyst
Pune

Summary

Solution-centric and Technology-inclined professional having 6 years of IT experience in Production Support (L1/L2/SME) and maintenance in Investment Banking domain.

Defined ITIL based Change & Release Management which improved the capability of the team and deployed work with repeatable success; skilled in extending high-end technical support on various servers and ensuring high customer satisfaction.

Proficient in request, incident, problem, change, and task management; participating actively in application COB, BCP, and DR tests.

Utilized knowledge-based tools to transfer technical & business knowledge to team members working in global Time zones and 3 Shifts (APAC/EMEA/NAM) basis.

In-depth knowledge in using SQL, UNIX, ITRS, Service Now, App Dynamics, Grafana, Osmosys, u-deploy, ServiceNow, Autosys, Control-M, JIRA and more.

An effective leader with excellent communication, analytical and team building skills with an enthusiasm to learner and work well under pressure.

Overview

6
6
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

Intermediate Support Analyst

Citi
06.2023 - Current
  • Improved customer satisfaction by 30% by promptly addressing and resolving support issues.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
  • Streamlined support processes for increased efficiency and faster issue resolution.
  • Participated in regular team meetings to discuss ongoing projects, share insights on best practices, and coordinate workload distribution among team members.
  • Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Translated client requirements into configuration requirements.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
  • Continuously updated technical skills through training sessions, industry certifications, and participation in relevant conferences to provide top-notch support for evolving technologies.
  • Optimized system performance through routine maintenance tasks such as database backups, log file reviews, and server health checks.
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Assisted in development of user guides and knowledge base articles for increased self-service capabilities.
  • Reduced downtime by implementing robust monitoring tools that identified potential problems before they became critical.
  • Contributed to application testing efforts, identifying defects and collaborating with developers on fixes prior to release.
  • Documented procedures for troubleshooting common issues, contributing to more efficient support process.
  • Developed diagrams to describe and lay out logical operational steps.
  • Enhanced application performance by identifying and resolving technical issues in timely manner.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
  • Advised project teams on best practices for application support, contributing to success of numerous projects and implementations.
  • Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
  • Developed custom scripts for automating routine tasks resulting in increased efficiency within team's daily operations.
  • Skilled at working independently and collaboratively in team environment.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Excellent communication skills, both verbal and written.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Proved successful working within tight deadlines and fast-paced environment.
  • Self-motivated, with strong sense of personal responsibility.

Senior Software Engineer

Credit Suisse AG
3 2022 - 06.2023
  • Working as SME for applications, which involves working with leadership to define project objectives, policies, procedures and rules.
  • As SME, has in-depth knowledge of applications, which has been applied to understanding issues, provide information for external & internal audit.
  • Prepare Knowledge articles for L1 to have better turnaround times for recurring problems.
  • As part of SRE role, involved in enhancing reliability and performance of applications, with automation and continuous integration and delivery.
  • Review and understand all changes coming into production, and ensure all documents are prepared to support these changes.
  • Perform code level analysis of any production issue/alert using available tools and then come up with ideas to avoid such issues in future.
  • Review and setup monitoring through Osmosys for proactively capturing issues.
  • Performing user account maintenance, managing incidents and providing resolution for end-users challenges; troubleshooting hardware/software issues ensuring proper development and testing happens to prevent them further.
  • Taking necessary actions in event of job loss (failures, overrunning and killed).
  • Identifying and managing problem tickets for prevention of issues, which includes managing data quality, working with different teams across business.

Senior Software Engineer

Larsen & Toubro Infotech
05.2018 - 02.2022
  • Associating in code level analysis of any production issue/alert using Oracle and Unix as needed and following escalation process in serious instances
  • Tracking, logging and responding to support tickets
  • Performing user account maintenance, managing incidents and providing resolution for end-users technical challenges; troubleshooting hardware/software issues
  • Providing release management/configuration management-related inputs to Application Development and QA teams from test cycles to production
  • Taking necessary actions in event of job loss (failures, overrunning and killed)
  • Delivering L2 assistance in accordance with priority of issues in order to meet client's SLA
  • Attending internal meetings to discuss the application development & providing a status update to the consumer regarding their issues.
  • Assisting in overall application health check and implementing solutions accordingly if needed as part of support
  • Participating in weekly & monthly update calls with senior management and client managers and playing a key role in the monthly ticket audit process
  • Managing the updates of the relevant application that are scheduled & monitoring the release activities with the Development Team
  • Working as part of team that undertakes monthly work failure analysis
  • Preparing documentation & updating KEDB on a regular basis

Education

Bachelor of Engineering - Computer Science And Engineering

Techno India Banipur
India
07.2013 - 07.2017

Skills

  • UNIX Shell Scripting

  • Ticket management

  • Failure resolution

  • Defect Analysis and Resolution

  • Incident Management

  • ITIL Processes

  • Technical Documentation

  • Application installations

  • Technical Troubleshooting

  • Problem-solving abilities

  • Multitasking

  • Interpersonal Skills

  • Microsoft Windows and Office

  • SLA Compliance

  • Collaborative Team Player

  • Excellent Communication

Personal Information

Date of Birth: 04/12/95

Software

Unix Shell Scripting

PL/SQL

Java

Timeline

Intermediate Support Analyst

Citi
06.2023 - Current

Senior Software Engineer

Larsen & Toubro Infotech
05.2018 - 02.2022

Bachelor of Engineering - Computer Science And Engineering

Techno India Banipur
07.2013 - 07.2017

Senior Software Engineer

Credit Suisse AG
3 2022 - 06.2023

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PRATYASHA RAYIntermediate Support Analyst