Ragin Lal Kali Purayil

• A seasoned IT specialist with a Master's degree in Computer Science and over 16 years of experience in the technology sector. 
• Strong proficiency in Oracle SQL, PL/SQL, Unix, and a comprehensive understanding of relational database management systems such as Oracle, MySQL, and MSSQL. 
• Adept at conducting thorough health checks and monitoring of integrated applications, employing advanced tools like AppDynamics to scrutinize logs and audits across Unix, Linux, and Windows servers. 
• Expertise in identifying and addressing system delays and performance issues and skilled in initiating operational enhancements involving business owners, solution team, testing team etc stake holders. 
• Proficiency in crafting insightful dashboards and reports ensures robust monitoring capabilities and underscores his commitment to maintaining high-performance IT infrastructures.
• Expert in root-cause analysis, problem management , monitoring application, server, business transactions health etc.

EXPERIENCE:

Senior IT Analyst                                                                                                           20th March 2016 -15th August 2023

Etisalat (Under ESS, Omnix & OMB)  

• Problem Management - Identified and resolved critical issues in codebase, resulting in an average 10% reduction in customer complaints and resolved revenue leakage scenario. Triage the defects. Provide test case to Quality assurance team and ensure solution is working fine without any other impact in UAT/Preprod before the code fix releasing to production environment. Follow ITIL process . SDLC.
• Order Management – Identified many work around and shared  with L1 teams. Automation of many scenarios using Oracle pl/sql, shell scripting, crontab, ControlM scheduling software. Clear all impacted cases until code fix released to production. Address the escalated customer complaint ticket.
• Monitored automated systems and online transactions, asynchronous calls, batch job processed. create alerts to identify any failures. Attend incidents. Work with stakeholders on Business continuity plan.
• Data collection, data analytics, reconciliation between multiple systems like CRM, Billing, Network.
• Monitored and optimized application servers, IT systems, executing deployments, in-depth analysis, performance monitoring, monitors space utilization, mitigated transaction delays and issues resulting in a 25% reduction in outage events and improved system stability. 
• Knowledge management – Set up space in confluence tool to document error, workaround, standard operating procedure, appropriate access to L1, L0 teams, so that they can follow it. Achieved reduction of inflow to L2. Mentoring employees-L1,L0,Testing team , development , business owners, solution team.
• Report generation – Complex report generation from CRM database using SQL as per the different stake holder’s requirement. Provided selfcare and automated reports which saved time utilized by L2 resources.

Participate in interna and external technical and functional meetings. Support data warehousing.

IT Analyst                                                                                                                          4th November 2014 – 24th February 2016

IBM   

• End to end IT Back-end monitoring of FTTH (Fiber to The Home) and IPTV (Internet Protocol Television) Services and GSM services which are submitted from CRM systems. Ensured Service Requests are successfully processed within the SLA. If failures occur, apply work around or Co-ordinate with different team (Siebel, MCR, SSM, SUBMAN, Network, Billing etc.) for the resolution.
• Created multiple minor, major and critical alerts in Control-M to notify order failure counts, so issues can be identified earlier before it causes SLA breach and major impacts. Alerted concerned stakeholders/application operation owners if any symptoms which can lead to SLA breach are identified. 

Customer support Specialist                                                                                             29th August 2013 – 23rd October 2014

 Microsoft (Under -Unisys Global Services) 

• Support users in Microsoft Retail stores across Canada & USA on issues related to Sales counter, Microsoft CRM, Microsoft Dynamics AX, HR Application (Red Prairie, Day force) & ERPs.
• Attend the complaint tickets raises by users with proper comment and solution details.

Attended Priority 1 emergency calls and resolved issues over call within SLA. 

• Completed analysis, contacted store users over phone, troubleshooting the issue. Documented case details in ITSM & storefront ticketing tool. Excellent IT operations and Service Management.

Technical Lead                                                                                                                        21st June 2010 – 21st August 2013

Infinite Open-Source Solutions LLP 

• Managed the team of about 32 site engineers, for the project implementation of BFSI and NME-ICT. Carry out network and server installations for different banks (SBI, OBC, IDBI, BOB etc.) and universities. 

Delivered and installed PC, printers, scanners etc peripherals. Addressed all software and hardware issues. 

• Managing a total of 18 Oracle databases, 4 My SQL Databases, 1 MSSQL Database, 4 Apache web servers, Network which consisting of L3, L2 switches and Media converters which located in the BSNL Datacenters and remote locations.  Make sure data pumping to centralized databases from different exchange circles is happening and data is available for call center users.  End-to-end technical support. Service 

Software Engineer - Sun Tec Info System Pvt. Ltd                                                    11th June 2008 - To 14th June 2010

End to End Telcom Billing, advise note, application upgrading activities. SQL , PLSQL Development

Education 

Masters in Computer Science Engineering                                                                                   August 2013 – August 2015

Anna University - Chennai, India 

Bachelor of Technology in Electronics and Communication                                                              June 2003 – June 2007 

University of Calicut. – Kerala, India