Anup Sam Abraham Email & Phone Number

Calgary, Ab, Ca

Calgary, Ab, Ca

Canada

Managed end-to-end deployment of applications using the Microsoft technology stack, including .NET, SQL Server, and IIS.Set up environments by configuring new virtual machines, installing platforms, and deploying applications.Facilitated partner integration with APIs by understanding their technical needs, providing tailored solutions, and addressing inquiries related to XML, Web Services, and RESTful APIs.Skilled in deploying solutions on both on-premise and cloud based environments.Provide technical assistance and support to customers using the warehouse management software application.Worked closely and provided value to the account manager or solutions manager during a sales cycle.Worked in partnership with account managers to present additional solutions to current clients to solve their ongoing business needsCollaborated with cross-functional teams, including development, quality assurance, and product management, to troubleshoot and resolve customer issues.Scripted system tasks using Powershell.Worked on ERP integration of the WMS software.Managed the complete deployment of applications which included software and hardware integration for managing label printing.Responded to inquiries, diagnosed and resolved software issues reported by customers through phone, email, and ticketing system.Ensured customer satisfaction by meeting or exceeding their expectations in terms of service level agreements (SLAs).Participated in the software release process by testing and validating new features and enhancements before they are deployed to customers.Contributed to the development of knowledge base articles, user guides, and training materials to enhance the customer experience.

• Successfully deployed applications in multiple domains by coordinating end-to-end activities such as infrastructure setup and verification, deployments, and post-go-live support.• Led technical support efforts for various applications in multiple domains, serving as the primary point of contact for support relating to owned solutions and products.• Communicated technical information in clear terms to non-technical individuals to promote better understanding and manage stakeholder expectations.• Provided leadership and guidance to project team members, fostering a culture of accountability and excellence.• Worked closely with cross-functional teams to identify and resolve issues and ensure alignment with project goals.• Communicated project status, risks, and issues to stakeholders, ensuring transparency and accountability.• Collaborated with internal and external stakeholders to identify opportunities for process improvement and optimization.• Managed response times to support business continuity, establishing SLAs and KPIs to ensure optimal performance.• Conducted software application and disaster recovery testing to guarantee business readiness following fail-overs, ensuring seamless operations during critical situations.• Conducted quality assurance testing on new software releases for alignment with goals for efficiency and performance, ensuring optimal performance and user experience.• Worked closely with customers and developers to diagnose problems and implement configuration requirements and solutions, driving alignment and stakeholder satisfaction.• Leveraged Service-Now app to track, maintain, and update service tickets and incidents, providing real-time visibility and enhancing collaboration and coordination.• Oversaw change management efforts to support implementation of critical initiatives ensuring alignment with project objectives and optimal outcomes.

• Provided support for applications and managed service delivery for one of Canada's largest E-commerce websites• Conducted knowledge transfer and acquisition of systems and people across teams and periodically reviewed and updated application documentation.• Analyzed new requirements and enhancements and provided inputs on the same• Ensured the availability of web services and applications to multiple clients and resolved issues• Followed Incident Management, Change Management and Problem management processes based on ITIL using the ITSM Remedy Application and Service Now application• Deployed new releases to Production, DR, and QA environments and validated the application• Participated in Unit testing and prepared test data• Fixed bugs throughout the application• Delivered regular compliance reports to drive process improvement and corrective measures.