Parag Deshpandedeshpandeparag25dec@gmail.com

Plano, TX469-618-9371

Professional ProfileVersatile, high potential Tech Lead with 8+ years of experience in Telecom industry for client such as AT&T, Amdocs, Frontier, Verizon, leading and managing large scale business and technology projects which includes Telecom and Health Insurance domain. Strong leadership skills and experience with proven ability to work across different departments and oversee solutions to complex projects. Priority on building relationships with internal and external project resources that fosters trust and allows for successful management of project teams.

As a Tech Lead/Middleware Production Support Analyst, provided assistance to end users, while also identifying any issues proactively in production for the mission critical applications. Responsibilities include and not limiting to ensuring stability of business-critical application processes and associated application infrastructure and acting as the first line of support for Java based business critical applications Provided key contributions during the command centre which used to be set up for every release for any major retail product launch activation such as iPad, iPhone devices. Also have enough exposure into Manual Software Testing, Teradata, UNIX, Linux, Oracle, BI tools such as Tableau and Data Warehouse. Summary

Description Company worked for

Client Project Name Duration(Around 8+ years, relevant)

Application Prod Support (L1/L2/L3) experience in DB2 database, UNIX Shell Script, Teradata

Tech Mahindra AT&T ATT LTE Production Support

7 years+

Defect Analysis & Management, Change/Incident Management, ETL processes, HIVI scripts, Data Analyst

Tech Mahindra and Aptonet

AT&T, Amdocs, Frontier Communication.

ATT LTE Production Support, Ericsson Order Care.

8+ years

Skill Set Web Tools: HTML, DHTL, Java Script. Testing Tools: HP Quality Centre, ALM, UFT, and Selenium. Databases: Oracle 9i/10g/11i, Microsoft SQL server Operating Systems: Windows XP, win7 and Unix Others: MS Office, MS Visio, Visual Basic 6.0, VB Scripting, TOAD, Putty, WinSCP, Tableau 9.2, SQL Data

Modeler, Introsope, BMC Remedy, Netcool, Patrol, Citrix. Browsers: Internet Explorer, Safari, Mozilla Firefox, Chrome

Trained SkillsSQL, PL-SQL, DBA-ADMIN-1, ADMIN-2, TESTING LEVEL-2, OCP-CERTIFIED. OCA-CERTIFIED, PMP PREPARATORY WORKSHOP, JBOSS ADMINISTRATION, ORACLE RAC OVERVIEW, UNIX SHELL SCRIPTING, ITIL FOUNDATION CERTIFIED, TESTING SKILLS LEVEL 2, CLARIFY, REMEDY TOOL, AOTS, CONFIGURATION MANAGEMENT, REVIEW & SQA, PROJECT METRICS REPORTING, INCIDENT AND CHANGE MANAGEMENT.

DomainTelecom

Certification SkillsOracle 9i Advanced PL/SQL Developer Certified Professional, Oracle Database 10g - Administration

Achievements Achieved multiple times “Cookies” Award. Achieved “Pat on the Back” Award. Achieved multiple times “Valuable Team Player” Award. Key role in saving AT&T client revenue leak.

Professional Experience:

Client: Frontier Communications, WellCare Nov 2015 – Till DateTech LeadI ensured that Order Orchestration Instant Gratification functionality conversion of the Verizon service/customers to Frontier service is done with no issues.

Roles and Responsibilities Worked with Product Managers, QAEs, Architect to understand features and technical implementation. Understood software internals, debugged problems using log files, and was the customer advocate and owner

of the customer experience for the product. Defect Management. Partner with Change Management teams to ensure the successful execution of release migrations. Manage

overall implementation and ownership for implementation plan for release execution including communication and coordination with internal teams.

Client: AT&T, Amdocs. March 2008 – Nov 2015Tech Lead/Production Support Analyst

Roles and Responsibilities:Responsible for the 24/7 mission critical application support:

I was the POC for the mission critical application support teams such as Balance Manager (usage tracking, sending customer notification), Care Portal (used by CSR) and Order Entry portal – Web GUI (used by the end customers). Responsible for the SBP subscribers which were 10M and MRC 41M+ customers. BM, CP and OEP used to primarily interact with different interfaces such as CMG (Load Balancer) TLG (customer activation), CSI(request-response from BM), Mediations (international usage/message parsing), Quick Pay (Payment), Atlas (usage notifications), PCRF (usage from network), and customer provisioning systems.

Trouble shooting issues not just limited to application servers or application related but also working with the team to resolve the issues for the impacted customers, through ticking systems such as Webtrax, Remedy and Clarify. Escalating/Triaging issues that needed immediate attention and leading the outage calls to closure.

Providing technical guidance to the team to resolve the production issues and making sure that the tickets are resolved as per the defined SLA.

As part of the process improvements helping team write complex and embedded SQLs to proactively identify the fallout for the SBP customer’s orders in the last 24 hours. This activity is now part of the daily process, to proactively identify the issues and fix it.

As part of the process improvements helping team write complex and embedded SQLs to proactively identify the fallout for the SBP customer’s orders in the last 24 hours. This activity is now part of the daily process, to proactively identify the issues and fix it.

Client appreciation for the SQL's written to quickly identify all the subscribers impacted during any outages. These SQL’s are currently being used as a part of the process to run and identify customer issues, during any production issues

Key contribution to the team in writing complex queries for RAC DBs having multiple customer and account DB schemas (per HI) to get the different stats, such as HTTP, customer activation by device, subscriber CDR data, cancelling the inactive subscribers from DB after 90 days, instead OF cancelling from GUI (to save time effort).

Provided production support for Openet Java based telecom system through command line batch jobs using UNIX commands, SQL.

Resolved issues such as customer mobile usage, presented through Clarify tracking system. Resource management for 15 associates for 24x7x365 coverage.

Updated management on weekly and monthly availability reports

Handling Change/Release, Incident Management Responsibilities within an ITIL Framework Ensuring the team raises the triage/outage within the defined SLA of 5 minutes with the correct

severity. Leading the triage calls by providing updates to the leadership on the call and sending regular outage notifications and final outage summary report with preventive/corrective measures and all outage details, to the client and internal leadership. Finally, attending the meetings with the external incident management teams and all stakeholders to determine the impact quantification and also working on with all stakeholders to understand the root case, preventive measures.

Release planning such as preparing the SIS documents, getting reviewed with all the stakeholders and senior leadership.

Attending weekly Reference data calls, GO-NO GO calls, daily CCB calls and making sure the changes planned are well tested, approved and making sure the deployment is completed with utmost quality and within SLA.

Providing all the needed support to development team, interfacing team in making sure that the application is up as defined per the SLA.

Keeping the leadership informed with any risks and also providing them the heads up in case of any customer impact.

After getting the code changes such as application or DB changes from the Development team, analyzing the impact of the changes, making sure it is tested through SDLC and also making sure there is back out plan in place

Worked as Environment Manager to make sure that the builds are well planned and implemented with no issues.

Making sure that all the documents such as SIS (Release Notes), Release timelines, approvals, CR, are well tracked in a central repository, which can be accessed by all the stakeholders.

Creating Change Request and making sure it’s timely approved. During deployment, providing regular metrics report to the senior management as per defined timelines. Maintained and monitored production system alerts and provided triage support for priority one and two

system outage.

Prepared mid-year and yearly employee performance review, including goal setting to encourage and advance staff professional development

Conducted the mid-term performance reviews for the peers. Supported weekend systems upgrades: provided technical support and knowledge of system availability times;

in need of back outs, would set up conference calls to engage technical resources to coordinate action plan Performed disaster recovery tests to ensure system availability and functionality Attended daily status meeting to follow-up and resolve outstanding group issues

Implemented daily batch jobs and schedules: Resolved a history of problematic data storage issues leading to increased productivity Development and maintenance of all technical documentation Performed patch management, set up cron jobs, user account maintenance, disk quota controls Set backup policies for database & filesystem and Managed backups, restores, data archives.

Defined solutions and minimized critical impacts to the production environment. Drove Best Practices, tools and procedures to enhance operations and increase efficiency Recognized as a creative problem solver and go-to for solving technology issues and enhancing operational

performance. Boosted efficiency by scheduling jobs for automated tasking and notification of failures and alerts. Served on-

call for 24hour operation and increased effectiveness through resolving issues.

Defect Management Conducted the risk analysis, defect analysis and reporting defects with the help of Defect Tracking System

(HP Quality Center) Documented and analyzed all issues during application implementation, application testing, maintenance &

support and implemented mitigation or contingency plans to avoid future occurrences. Communicated effectively with clients to identify Business needs and accordingly in Business delivery on

critical testing flows.

Adhoc/Application Maintenance activities for Active-Active Data Centers: Developed automation script in bteq utility (Teradata) and Unix to quickly parse & analyze customer fallout

that reduced time of delivery of analytics by 50%. Developed scripts in Unix to send regular email notifications to the team, on the status of old archival

notification, so that in the event of archival failure job, necessary action could be taken Part of the INFRA team, which used to take care of the compliance related activities such as OS Patching, DB

patch upgrades, Oracle version upgrades etc. Involved in Project Estimations of different IT projects across different areas. Extensively involved in testing, supporting the application using Oracle - TOAD 9.0.6. Taking care of all the annual compliance activities such as OS Patching, Password reset, Oracle DB upgrade,

patch deployment, releases, hot fixes etc. Performing Application Failover/Failback. SQL Tuning in an Oracle Environment Identify, recommend, and implement all new database technologies and Oracle license management. Support GoldenGate setup to achieve Bi-directional replication. Ongoing proactive database-level performance tuning, with a good working knowledge of Oracle internals. Closely monitoring performance of the database by observing day to day transactions/activates. Enforced need of regular data purging processes from production, design and development, to deployment. Continues monitoring of DB performance on 12c OEM and Monitored the production Oracle alert logs for

database errors. Continuous monitoring of the application with the help of tools such as introscope and BMC Patrol. Ensuring the daily and critical monthy reports such as Revenue, Tax Audit report are completed successfully. Developing scripts in Unix to send regular email notifications to the team, on the status of old archival

notification, so that in the event of archival failure job, necessary action could be taken. Performance tuning of queries consuming Excessive Resources or slow running queries by providing

Required Hints to the Query. Database tuning, Application Tuning & performance monitoring. Fine tuning Initialization parameters, I/O,

Memory and Operating System kernel parameters. Managed appropriate use of free space within tablespaces, reclaimed space whenever possible. Reorganized

tables and indexes within databases when needed. Monitored system resource availability and responded to system memory and data issues. Monitoring the OEM Grid alerts closely. Resolving the issues in conflicts between the target and source database in Goldengate. Migration of databases from 10g to 11g using data pump export/import utilities and Performed database

refresh activities for business requirement and tuning purposes. Having good experience in user management, Table space Management, Session Management, undo

Management issues Reconciliation Testing across two different version of billing systems. Performed Agile testing, functional testing, system testing, integration testing, Ad-hoc testing, smoke testing,

sanity testing, Regression testing and back end testing on UNIX and Linux platform Continuous focus to explore opportunities to increase customer satisfaction and maintained client

relationships. Provided technical and functional guidance to team members. Have a very good expertise of maintaining the production environment in Active-Active, Active-Passive

mode. Very good expertise in requesting and installation of the SSL Certificates in test and production environment

as well. Monitoring/Recording and troubleshooting the HTTP/SY traffic between two different interfaces. Good working expertise of installation and maintaining the Apache HTTPD server. Worked as Environment Manager to make sure that the builds are well plan and implemented with no issues. Worked on testing the Amdocs Enabler Invoicing functionality. Amdocs Invoicing provides a single

consolidated bill (Amdocs Convergent Billing) for all customer services, payment methods and lines of business, including recurring charges, usage charges, one-time charges and credits produced in flexible cycle periods, as well as on demand, so the main communication channel with the customer is always relevant, simple, unique and personal.

Well versed with Testing Techniques, SDLC, STLC and Bug Life Cycle. Involved in preparing Test plan, Test Specifications and Test Reports. Extensive experience in Functional and

Regression Testing. Good Understanding and Hands on testing experience on Amdocs products e.g.- 7.5 Enabler Billing System

(CM, Rater, Billing, AR).Involved in running billing Processes like End of Day, End of month, End of cycle, and Bill preparation, Bill confirmation and Accounts receivable and general ledger and collection processes.

Tools:  HP Quality centre, SQL-Toad, Putty, WinSCP, Web Sphere, Web services, MS Office, BMC Remedy Tool, Introscope,Patrol.

AT&T, March 2007 – March 2008Senior Software EngineerInvolved in supporting of an online application, which was developed for AT&T. AT&T is one of the leading telecom companies in the United States. The application is used to provision the customers Uverse orders. Roles and Responsibilities:

Involved in making sure the customers’ orders are not impacted. Raising Triage calls and trouble shoot the issues with different stakeholders. Involved in worked on the applications such as Order Management, Service Delivery Platform. Tracked issues, risk, dependencies, resolves conflict and keept the meeting moving and on target. Maintained and documented projects, processes and project wiki.

Maersk Line August 2002 – March 2007Senior Processing OfficerRoles and Responsibilities:

Trouble shooting the issues encountered in the system, while taking customer bookings and preparing Bill of Lading.

Conducting various ISO and system related training. After Maersk acquisition was a part of Integration team, my role was to have a complete understanding of the

Maersk systems in terms of functional and operational knowledge and impart the knowledge within the team. Was a part of the advanced team sent to Manila, Philippines for work transfer from Manila Shared Service

Center to Pune Global Shared Center

G-Soft July 2002 – Aug 2002Programmer

Roles and Responsibilities: Maintained existing applications and designed and delivered new applications. Debugged and modified software components. Collaborated with developers and performance engineers to enhance supportability and identify performance

bottlenecks. Developed code fixes and enhancements for inclusion in future code releases and patches.

Prabodh Technosoft May 2001 – April 2002Computer Technician

Roles and Responsibilities: Instructed students in design application and computer-aided drafting fundamentals. Assigned real-world computer constraint projects to individual students. Promoted trial-and-error approach to student computer problem-solving Working towards enhancing the system. Preparing Weekly/Monthly management Reports.

Aptech Ltd April 1999 – May 2001Faculty

Roles and Responsibilities Successfully improved corporate participation in the classroom through integration of creative role-playing

exercises. Planned individual programs of study to develop student interests and abilities. Managed relaxed and rigorous classroom environment. Attended various professional development workshops.

Academics US Degree Equivalent Based on Academic Qualification and Professional Experience: Bachelor of

Science in Computer Information Systems Bachelors in Commerce in 1999, Pune University (India).

Visa: H1B (Valid up to Sep 2018)