Project: DOB NOW project, which is an online platform for Professional Engineers, Registered Architects,

Licensees, Special Inspectors, Progress Inspectors, Filing Representatives and Owners to submit applications to Department of buildings to get a new license, renew old license.

Responsibilities:

● Maintained ticketing system through ServiceNow for each of the issues were reported by the

users, diagnosed, troubleshooted and resolved those issues based on the priority.

● Resolved over 15000 ServiceNow tickets across tier 1–3 support, consistently meeting SLA targets

and maintaining high customer satisfaction.

● Enhanced knowledge base documentation, resulting in a 40% increase in first-contact resolution

for common issues.

● Acted as the primary liaison for business stakeholders, gathering feedback, and incorporating user

suggestions to drive continuous application improvements.

● Built and executed SQL queries to troubleshoot application errors, including missing or inconsistent

data across multiple tables, enabling faster root cause identification and reducing ticket resolution

time by 25%.

● Oversaw a team of 20 members in application support and data analyst. Led and mentored the

team by managing ticket assignments, performance reviews, training, and knowledge-sharing to

ensure timely issue resolution and continuous improvement.

● Collaborated with application developers to write test plans and execute comprehensive test

cases, resulting in a 20% reduction in post-release defects.

● Introduced proactive monitoring and automated incident response using Splunk, identifying

potential issues before they impacted end-users, and preventing critical incidents proactively.

● Conducted web and database vulnerability assessments using tools such as SQLMap, Nmap, Havij, and

Metasploit to identify potential security gaps in form inputs, ports, and backend services.

Project: Return to School (RTS) is a New York City Department of Buildings (DOB) project supporting the Department of Education's (DOE) response to COVID-19 cases among students and staff during the 2020-2023 school year. The RTS portal records and tracks cases at DOE School locations, enabling timely actions like classroom or building closures to protect school communities in NYC

Responsibilities:

• Worked directly with end users to assess problems, addressed and resolved any problem or

concern that arose, and maintained admin role as well as granted system access to new users.

• Actively interacted with end users to install, configure and maintain the hardware and software of

the systems.

• Followed Scrum Agile Methodology and Participated in daily stand ups, discussed sprint’s goal,

backlogs, and obstacles.

• Coordinated with PM and BA team to gather application requirements and use case scenarios.

• Wrote SQL queries to create, update, insert, and delete data in the database and queries to retrieve

data from multiple tables to analyze large data sets of COVID-19 cases and identify patterns, trends,

and insights to help the project owner.

• Actively participated in quality assurance through manually testing the application and monitored log

activities on Splunk.

• Implemented automated incident escalation procedures through PagerDuty monitoring tool while

maintaining the ITIL standards and reducing the response time for critical incidents by 50% and

enhancing service level agreements (SLAs) compliance.

• Maintained the QC of the Application and automated the query to find the emails which were not

delivered to recipients because of the traffic in the server and manually triggered the intervention

to resend those emails and manually verified the email confirmation.

• Conducted in-depth training sessions for new team members, and end-users, contributing to their

rapid onboarding and integration into the support team.

• Wrote clean, scalable, and well-documented code to build and maintain web applications. Ensured the functionality aligns with project requirements and user needs.

• Identified and fixed bugs or technical issues, ensuring smooth and uninterrupted operation of web applications.