sonali bagul

I bring 5+ years of experience in the IT industry, with sound knowledge on SQL, UNIX, and Shell scripting within operations support (L2 Production Support) and total 8 years including L1 support. I’m hands-on with writing complex SQL and PL/SQL blocks, and I’m recognized for troubleshooting, ticket resolution, and delivering exceptional customer support.

In my current role, I provide L1/L2 application support for Unify Operations using SQL, PL/SQL, and Unix. I handle incident management, service request analysis and resolution, work order support for BAU activities, application monitoring, and operational acceptance testing (OAT)/sanity for new BAU CRs/demands while staying aligned to agreed SLAs.

I’m also strong in Oracle database work: stored procedures, complex queries, functions, and triggers, plus performance tuning and troubleshooting. I perform log-level analysis using basic UNIX commands in Putty, use Remedy for incident logging and resolution, support problem/change/release management, and focus on defect prevention through root-cause analysis with coordination to L3/L4 for permanent fixes.

Earlier experience includes validating and maintaining health-check applications in a DevOps/front-end environment, using Dynatrace, Splunk, and Azure DevOps for monitoring and reporting, and resolving P2/P3 tickets in ServiceNow. I also worked as a Data Analyst and Business Analyst using SQL and Excel (Pivot Tables, macros, data cleaning), with notable results like reducing incident resolution time by 25%, automating tasks saving 10+ hours/week, and maintaining 99.5% SLA compliance.