Venkateswara D
specialist Technology Process
IN Email me on Indeed: indeed.com/i/venkateswara-D/18b373e3bo3b371f
A technocrat with over 10 years of rich experience across various fields like Customer Services,
End user support, Technical Support, Risk Management, BMC Remedy Support (Basics) and
Service Delivery Management.
WORK EXPERIENCE
specialist
Technology Process
2008 to Present
Production Support Analyst (Microsoft
Infosys Limited Hyderabad, Telangana
April 2004 to September 2007
Worked As chemist for Quality control Heterolabs Private Limited, Hyderabad from April2004 to
September 2007.
PROJECTS
Project Details (#1): Microsoft Finance Solution Delivery Tier 1
Client: Microsoft, India
Role: Production Support Analyst (Microsoft India)
Organization: Infosys Limited, India Description:
MSFNSDT1 (Microsoft Finance Solution Delivery Tier 1) support is a group which gives the frontend
support for Microsoft applications used by their FTES (Full-Time Employees) These employees
are generally the higher officials of Microsoft who use various tools to generate their reports
on Quarterly basis. This Support team is having 47 applications and divided in to 4 clusters i.e.
Planning, Finance, MS Sales and Headcount.We the Tier 1 team are the first point of contact for
MS employees who use these tools. Our work is to do the troubleshooting and revert back to
them with emails and through calls.
ROLES and Responsibilities
Gatekeeper and Support Analyst
Resolving user's issues and reverting back to them with emails and through calls related to 12
applications comes under Planning and Finance clusters ( WW Services, Calypso, and Latam)
Preparation of documents (FAQs, Articles)
closed Service Request analysis, finding common issues and document them with suggestions.
Training new resource, monitor and review their work on daily basis.
Supporting other clusters as SA, during their pick times.
Developed complex SQL and PL/SQL scripts as part of development.
Project Details (#2) Project 3- VLIT (Microsoft's Volume Licensing)
Client: Microsoft
Team Size: 24
Tool: Visual Studio 2010 Ultimate,
Technologies: C#, Glider framework, SAP GUI (MSU), SQL Server
Operating System: Windows 7,
Role: Test Engineer
Description: Microsoft's VL programs allow customers to purchase and upgrade software licenses
at substantial discounts, provide more flexible payment options, ease license management and
software deployment, and are the only way to purchase many Microsoft products. The Laminar
Alpha (ECX 1.0/1.1&1.15) release to enable the E2E processes required to launch the
VLA in market (i.e. book revenue) and to support (through a combination of automated, semi-
automated, and manual processes) the essential elements of the Volume Licensing experience
required to sustain a production business launch.
The Licensing Operations Centre (LOC) will be a single portal for users in the Regional Operation
Centers (User Management- Create and Manage users) to perform tasks that facilitate Volume
Licensing (VL) transactions and support. Individuals in the ROCs perform a variety of activities
within the end to end VL ecosystem, from Pre-Sales support to Quote-to-Cash transactional
operations, and subsequently Post-Sales support of Partners, Customers and Internal Microsoft
stakeholders.
Responsibilities
Understanding and analyzing Business Requirement Document (BRD), Functional Specification
Document (FSD)
Involved in creation of Test Scenarios and Test cases for the User.
Involved in Creation of unit test cases.
Executing the test cases both manual and automated.
Involved in Data Base testing using SQL queries.
Reporting bugs using VSTF.
Involved in functional testing of the VLIT Laminar Web Application.
Involved in creation of Accounts (Legal, Customer and Partner) and Contacts from SAP GUI for
functional testing
Project Details (#3)
Microsoft order Management
Client: Microsoft, India
Role: Production Support Analyst (Microsoft India, Hyderabad)
Organization: Infosys Limited, India
Team Size: 10
Details of project:-
Working as Line 2 Support Analyst for BGOS group of Microsoft Corporation, and providing 24*7
Production support in SQL Server 2008 for LPO division of Microsoft which provides support for
operational deployment and support for a variety of internal corporate tools and external facing
localization tools throughout Microsoft. LPO (Licensing and pricing operations) support teams
in India, Redmond, Dublin and East Asia, The objective of this project is to support Incident,
change the release management in the production system and mission critical Microsoft internal
application.
Order management: Order management is a platform which is built on Net technology and
is used as main application for order processing of various products manufactured and sold by
Microsoft which includes all operating systems, Microsoft Office, XBOX etc. In this application the
orders are placed on the websites which flow through various channels of security and validation.
These sub channels are also supported by us. We support this Order management application
in 3 different environments, production, UAT (testing Environment) and POB (Production on
boarding) We are the actual owners or all the 3 environments.
Production Support Analyst: Microsoft Order Management Platform/Application
Roles and Responsibilities
Provide 24 7 production support for Microsoft order management Updating the patches
released.
DB administration which includes taking database backup, restoring, health checking.
Taking appropriate actions according to the alert from SQL servers and web servers.
Checking any connectivity issues. If so, escalating the case to respective teams.
Taking care of the Reporting Services issues.
Updating monthly Taxware Data to all production/UAT/POB servers Taking
care
of
production
databases and various jobs.
Smoke test of the jobs
Running the various database updates given by the SE team in all the 3 environments.
Resolving web application issues.
Coordinating with business team and implementing there requirements on database.
Handling the stores and installing new DLL'S and web application files like HTML, XML etc at
given locations in all 3 environments.
Updating passwords when there is a password expiry.
Giving real time support to customers, when they face any OM application related issues..
DBA tasks for more than 30 databases
Monitoring and administration of user access to web application.
Administrative tasks like permissions; logins for various tools are websites too.
Monitoring Database Growth.
Creating Reports using SQL Scripts (Querying the database)
Activities involves the below ITIL process
Incident Management: Working on the level 2 incidents to make sure that the response times
to the users is minimized. Analyse, troubleshoot and provide the work around/resolution to the
incidents and resolve the issue within given SLA (Service Level Agreement)
Change Management: Working on the RFC'S raised by the user. Following up with the user in
all the 11 stages with all the approvals of RFC'S. Then, testing the change in Dev and acceptance.
Finally implementing the change in production.