ANUSHA AJAY
Melbourne,VIC
Summary
To leverage my extensive technical expertise, strategic problem-solving abilities, and proven leadership skills to drive team success, enhance operational efficiency, foster a collaborative and innovative work environment and deliver exceptional customer experience.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
12
12
years of professional experience
Work History
Customer Delivery Engineering Technical Leader
Splunk
Australia
11.2021 - Current
- As a Senior Support Engineer, my responsibility is to utilize Splunk Synthetic Monitoring tool to simulate user interactions, identify performance bottlenecks, and provide actionable insights to ensure optimal system reliability and user experience. It also includes providing recommendations to the customers based on monitoring data that improved application reliability and enhanced end-user satisfaction.
- Gained expertise in Splunk products like Splunk Synthetic Monitoring, Real User Monitoring (RUM), Rigor and O11y Suite.
- Tools to simulate user interactions, identify performance bottlenecks, and resolve critical system inefficiencies.
- Leveraged to collect and analyze data from actual user interactions, pinpointing and addressing usability challenges.
- Contributed to process improvement by identifying gaps and proposing enhancements to the knowledge repository.
- Created user acceptance testing (UAT) documentation, Knowledge base articles for customer issues.
- Conducted detailed data analysis to diagnose and resolve complex performance and user experience issues by synthesizing insights from Synthetic and RUM monitoring tools.
- Implemented targeted fixes and optimizations to enhance system performance and overall user satisfaction.
- Monitored the effectiveness of implemented solutions through continuous observation and iterative improvements to ensure long-term success.
- Researched and authored comprehensive articles to expand and maintain the organizational knowledge base.
Product Support Engineer
Nintex
Australia
10.2018 - 11.2021
- My primary responsibilities were to work with external customers and partners to resolve technical issues with Nintex's products and environments.
- Interact with external customers and partners to resolve all technical issues. Ensuring all defined SLAs are adhered.
- Gained experience working Nintex products, Windows Server and SharePoint.
- Led Nintex collaboration with Microsoft O365 support to address common customer issues.
- Authored knowledge base articles developed and delivered training content.
Developer Support Engineer
Microsoft
India
04.2016 - 03.2018
- My primary responsibilities included assisting customer dev teams in solving complex technical problems and implementing their solutions, prevent new issues by proactively encouraging them to follow best practices. This involved debugging customer’s code, troubleshooting and finding the root cause for the issues.
- Resolved over 500 support escalations and maintained service levels, constantly receiving great feedback.
- Excelled at Scoping business requirements and converting them into technical and functional specifications, researching issues, providing resolutions in a timely manner.
- Gained experience working on technologies - HTML5, CSS3, Asp.Net, C#, JavaScript, jQuery, Angular JS and SQL Server.
- Wrote technical documents related to issues, worked with product teams to fix bugs and delivered technical trainings.
- Collaborate with multiple cross-functional teams across disparate groups to resolve client support escalations.
Software Engineer
CGI
India
05.2013 - 04.2016
- I was responsible for design, development and maintenance of a large-scale internal application. I delivered consistently fixing bugs and improving performance by 20% which resulted in improving the user experience.
- Involved in designing and developing new features, enhancements, libraries and providing production support for deployment activities.
- Developed new user interfaces and implement new features and created reusable code and libraries for future use.
- Strong experience in writing and updating the technical documentation and delivering trainings to end users.
- Gained extensive experience working on .net framework, HTML, CSS, JavaScript, ASP.net, SQL, Crystal Reports.
Education
Bachelor of Science - Electronics And Communication
R
R05-2012
Skills
- 11 years of hands-on experience in customer/developer support, excelling at documenting, designing, developing and supporting enterprise-level digital solutions
- Expertise in Splunk products such as Rigor, Synthetic monitoring, Real User monitoring, O11y Suite
- Deep expertise in creating and supporting web applications using ASPNet, C#, HTML, CSS, JavaScript, jQuery, AngularJS (10&20), SQL Server etc
- Extensive experience with Salesforce, including creating custom reports for data analysis and business insights
- Working knowledge on SharePoint, Confluence, Jira, O365 and CRM applications
- Hands-on experience with common IDEs like Visual Studio, Blend, VSCode and with software version control tools like Git and VSS
- Good understanding of Azure and AWS cloud concepts and database concepts, Crystal Reports and SQL reporting services
- Product management
- Network administration
- Customer relationship management
- Issue troubleshooting
- Requirements gathering
- Technical analysis
Awards
Passed Bachelor of Engineering in Electronics and Communication with distinction, Awarded “Star Performer” at Microsoft for excellent customer handling skills and technical knowledge., Awarded “Pat on Back” at CGI for exceptional contributions to the team., Received more than 50 all-star customer surveys calling out my technical abilities, timeliness to resolve issues and exceeding expectations., Complimented by manager and co-workers for exceeding targets and team contribution, which also led to fast-track promotion.
Timeline
Customer Delivery Engineering Technical Leader
Splunk
11.2021 - Current
Product Support Engineer
Nintex
10.2018 - 11.2021
Developer Support Engineer
Microsoft
04.2016 - 03.2018
Software Engineer
CGI
05.2013 - 04.2016
Bachelor of Science - Electronics And Communication
R