Khushboo Mishra,

B.Tech. Cell: (+598)-91450383 • E-mail: khushboomishra.112@gmail.com

Location: Uruguay • LinkedIn: https://in.linkedin.com/in/khushboo-mishra-9161a855

SUMMARY Oracle Support Analyst / Application Support Analyst

4.8 Years of experience in application support and maintenance.

Leading technical production support team of 20 members.

Exhaustive experience in operational excellence as Support Analyst.

Extensive experience in data analysis and sql query optimization and database performance monitoring.

Vast experience in directly working with onshore clients from various countries and providing system and

client support.

Knowledge of Healthcare domain with Enterprise Data-warehousing ETL skills.

Successfully lead the transition of vendor code to client system from initial phase of project planning,

knowledge transition till acquisition.

Having exposure to infrastructure support for Windows/SQL/Oracle/Linux servers.

Working as subject matter expert for business reporting.

Handled and resolved all production outages with prompt communication to business users.

Documentation of all new processes and learnings

.

TECHNICAL SKILLS: Databases (2 Yrs.): Oracle 10g, 11g, SQL Server Language: Java 7 Operating System (4 years): Windows/Linux Monitoring Tool (2 years) :Ignite, Dynatrace, DCRUM, Splunk

PROFESSIONAL EXPERIENCE Application Support Analyst: Tata Consultancy Services Client - Humana Inc. Louisville, KY, 10/2012-present

Roles/Responsibility:

Providing business support for new enhancements/existing issues/reporting requirements Responsible for resolution of any issue at Humana Vitality application for members within SLA. Liaise with teams of up to 26 technical resources and more than 10 third party vendors. Recommendation of code and system change to resolve issue with particular trend Use of Dynatrace and DCRUM for monitoring and initial analysis of any issue. Log analysis for figuring

out root cause. Oracle data analysis for any particular data issues and recommending resolution. Stakeholder reporting for end to end experience of member and system health. Active participant contributing to successful 24*7 supports. Infrastructural server health monitoring and suggesting solution to ITI team with respect to server

health (example- Space addition, Patching etc.)

Establish maintenance and production support plans for existing and expanding implementations Deliver training to different groups on the developed application and provide ongoing end-user

support Overall Results: To date have led/participated in maintaining member experience and manufacturing reports. - Vitality/Partner Layer & Local Layer : Duration: 8 mo. Team: 10+.

Leading team responsible for resolution of any member level issues.

Server/Service level issue resolution.

Liaising with Java production support technical member for resolution of any services and server related

production issue

Daily monitoring and reporting of all modules.

Oracle Production Support Analyst, Tata Consultancy Services Client- Humana Inc. (Louisville, KY) (2014-2016)

Modules: Oracle Job, Job Controller, Performance Monitoring.

Providing business support for new enhancements/existing issues/reporting requirements Monitoring of around 100 overnight oracle jobs. Performance monitoring using Ignite monitoring tool. SQL query optimization, Resource utilization analysis and Server/Network level issues resolution Recommending resolution fix to DBA for better performance of query. Support Oracle Standard and customized workflows Develop reports using SSRS Reporting Establish maintenance and production support plans for expanding implementations Deliver training to different groups on the developed application and provide ongoing end-user

support

Overall Results: Resolution of any Job failure due to performance issue or data issue. Code Transition Project: - Discovery Separation from Humana: Duration: 8 mo. Team: 7. Led/executed the project

Complete knowledge transition to team.

Oracle Job failures resolved within SLA.

Completion of jobs within SLA that is 6 hours.

Performance enhancement of Jobs by correcting Query Execution plan with DBA assistance.

Operation Analyst: TCS/Humana (2014-2016)

Trend analyst for all yearly infrastructural changes, service enhancements and system improvement.

Closely working with all business and ITI and IT teams to understand and recommend fixes and changes

Presenting whole operation data to stakeholder

Critical job monitoring yearly/monthly/quarterly

Leading Group Insurance Renewal successful completion.

Release management and server quarterly patching management.

Experience in Application Tuning.

Creating monitoring dashboard from Ignite Monitoring tool and Dynatrace tool.

Server/Application log management via Splunk Tool.

OTHER SKILLS: Business Development • Client Relationship Management • Contract Management • GAP Analysis • Due Diligence • Operations Management • Performance Improvement • Delivery Management • Operation Planning • Risk & Issue Management

ACHIEVEMENTS:

Awarded with excellent rating for the year 2014-2015 and 2015-2016 which put me in top resources of my

organization.

Awarded with on spot recognition for best technical work.

Trained new resources joining my project from business, technical as well as tool perspective.

SPOC for the project and faced many quality audits.

Sub-SPOC of LEAN for all PSM projects at account level.

EDUCATION & TRAINING B. Tech in Electronics & Communication, 2007-2011 UPTU