Brian Dasilva

Experience

• 

  Cybage

  Aug 2008 - Sept 2014

  Senior Technical Support Engineer

  Rendered support by logging, diagnosing, and managing incoming end-user requests. Update the website with the latest content and feeds using SQL Replication monitor.Troubleshooting application alerts, MS SQL Database issues, and IIS service failures.. Supported the onsite team with daily operations activities to ensure the smooth functioning of the website.Facilitated the resolution and requested information from the Internal Rakuten customers through emails, Phone, and live meetings.Used IP switch monitoring tools like WhatsUp Gold, Cisco’s Applications network monitoring tool, and load and performance testing tools such as Gomez, Cache clearing tools like Akamai and Fastly. Show less

• 

  BMC Software

  Oct 2014 - now

  Staff specialist technical support

  Render L3 support by log file Analysis including IIS logs, application logs, and SQL Error logs, Case queue management: Maintained a healthy backlog of 150 cases per FQ. Resolved 100+ complex cases. Conducted case assessments and devised new operational processes that led to a 40% increase in productivity.Collaborated with the engineering team and other multi-functional teams for problem management and defect prioritization using JIRA.This helped increase the P-Scat from 65% to 80%.Involved in troubleshooting web application alerts, SQL Database issues, and IIS service failures. Created Product knowledge Articles, blogs, and Training Videos. Updated existing Knowledge base articles and ensured that the repository is updated with the latest information. This helped in reducing the MDTC and MDTR to 3 Days.Assisted 5 customers in migrating the on-prem application to the AWS cloud using AWS DMS.Solving issues related to AWS stack deployment using AWS CloudFormation Service.Managed a process to streamline process gaps and failure points to enhance support productivity which helped increase the C-Sat score to 95% for the team.Identified 25 problems by doing root cause analysis of the cases and logged these are product defects/enhancements to improve the quality of the product. Show less