Karthick Ekambaram

Experience

• 

  Cognizant

  Nov 2013 - Sept 2018

  • Take ownership of tickets including any customer communication and handle queries/clarifications from the customer. Responsible for coordination with other support groups (such as infrastructure, product vendor, etc.).• Provide L2 support and resolve production incidents and request based on agreed SLA.• Monitor and resolve issues related to Credit Card and PayPal payment Authorization and settlements.• Perform Manual settlements in case of Settlement Failures.• Make changes to application code (developed in Java) and database (Oracle PLSQL) based on customer requests by following PCI security standards.• Follow coding standards and best practices to check code quality. Share developed code for review. Rework on the code based on inputs if required.• Identify unit test case scenarios based on design. Prepare unit test cases and test data. Conduct unit testing. Fix defects identified during unit testing. Prepare unit test document based on the test results and share the same for review.• Assist business users with business reports and data by fetching it from analytical tools like Google Analytics and Adobe Analytics.• Track production enhancements/developments in Jira, documentation, and queries in Confluence and request/Incident status in the ServiceNow tool.• Analyze, conduct coding, test and represent changes in CAB meetings and deploy the changes to production (Linux servers) after getting proper approval.• Create and maintain standard operating procedures for known issues.• Work with vendors like PayPal, CyberSource and Chase Paymentech on new changes introduced by PCI, VISA, Mastercard, etc.• Work with multiple store owners to capture new requirements and transform them into a technical requirement for development.• Monitoring incidents, changes, problems and requests throughout their lifecycle to ensure quality, reliable and consistent service is provided. Show less

  • Associate (Senior Application Analyst)

    Aug 2016 - Sept 2018

  • Programmer Analyst

    Nov 2013 - Jul 2016
• 

  University of Canberra

  Feb 2019 - now

  • Assisting with the monitoring and improvement of relationships between University IT and University business units/faculties/centers and vendors.• Provide planning and analysis services to assist University IT to plan and execute changes requested/required by University business units/faculties/centers and vendors.• Assisting with the implementation of strategies to extract further value from these partnerships (eg, uplifts in technical capabilities, problem-solving skills and analytical expertise).• Contributing to the ongoing development and fostering of innovative solutions to business as usual (BAU) problems and operations.• Collection and submission of monthly audits from relevant DITM teams to report on process non-adherence, service quality, client interactions, etc.• Assisting with the monitoring of client satisfaction with services, and remediation of escalated issues and disputes.• Assisting with the validation of standard operating procedures (SOPs).• Contributing to the training and mentoring of the back of the house IT staff.• Assisting with the operation of the Change Advisory Board (CAB). CAB provides oversight of all University IT changes in terms of scheduling, change control adherence, etc. Show less • Extract information and archive it from legacy ColdFusion applications and decommission it.• Migrate applications from PHP/ColdFusion to Dotnet core.• Follow coding standards and best practices to check code quality. Share developed code for review. Rework on the code based on inputs if required.• Identify unit test case scenarios based on design. Prepare unit test cases and test data. Conduct unit testing. Fix defects identified during unit testing. Prepare unit test document based on the test results and share the same for review.• Migrate Dotnet application from old Windows server to a new Windows server.• Migrate Database from old MS SQL server to SQL Server always on. Show less

  • Vendor Operations Officer

    Jul 2019 - now

  • Applications Developer

    Feb 2019 - Jun 2019