Dona Maria Simon
Geelong
Summary
Dedicated professional with extensive experience in maintaining key software systems and developing operational support processes. Proven track record in eliciting and defining business requirements, mapping them to technology solutions, and employing agile methodologies. Strong communicator with exceptional problem-solving skills and a talent for managing stakeholder relationships and complex issues. Adept at process analysis, documentation, and improvement methodologies.
Overview
7
7
years of professional experience
Work History
Application Support Engineer
Barwon Health
10.2024 - Current
- Provided technical support for application issues, ensuring timely resolution and minimal downtime.
- Conducted system monitoring to identify and troubleshoot performance bottlenecks proactively.
- Participated in product development discussions, providing valuable input on application design and functionality improvements.
- Documented troubleshooting procedures, enhancing knowledge base for future reference and training.
Technical Account Manager
Twilio Technology India Private Limited
10.2022 - 11.2023
- Managed a portfolio of high-value customers, focusing on understanding their desired outcomes and ensuring they received maximum value from services.
- Accomplished a reduction of 15% in the client's yearly expenditure by analyzing the usage over the past few years.
- Managed to effectively aid in the launch of the client project well ahead of the deadline, approximately, 2 weeks in advance.
- Proactively reached out to customers on a set schedule to gather feedback, monitor relationships, and address any areas of dissatisfaction.
- Successfully identified potential risk factors by monitoring and reporting on key account metrics using Splunk, SQL, and CRM tools.
- Received Employee of the Quarter award in July 2023.
Technical Support Engineer
Tata Consultancy Services
06.2018 - 05.2022
- Led the development and implementation of a new ticket resolution strategy, resulting in a 20% increase in the number of tickets resolved each quarter.
- Organized and maintained comprehensive documentation for troubleshooting, system configurations, and networking.
- Mentored four junior staff members, contributing to a 27% increase in overall team productivity.
- Facilitated root cause analysis for complex technical problems and implemented corrective actions through diagnosis.
- Participated in continuous education programs to stay current with emerging tech trends and tools.
- Created and presented detailed reports and analyses to both technical and non-technical stakeholders.
Education
Bachelor of Technology - Electronics And Communications Engineering
Rajalakshmi Engineering College
04-2018
High School -
Viswajyothi CMI Public School
05-2014
Skills
- Issue Investigation and Resolution
- Root-Cause Analysis
- Stakeholder Relationship Management
- Process Analysis and Documentation
- Strong verbal and Communication skills
- Strong analytical skills
- Problem-solving
- Time Management
- Organizational Skills
- Adaptability
- Continuous Improvement
- Data visualization
Soft Skills
- Critical Thinking
- Windows, MacOS, and Linux
- SQL
- BigQuery
- Spreadsheets
- Microsoft 365 stack,MS teams, Windows 10, Azure
- Java, C, SQL
- Kibana, Splunk
- Jira/Confluence
- Incident Response
- Software System Maintenance
Hard Skills
Timeline
Application Support Engineer
Barwon Health
10.2024 - Current
Technical Account Manager
Twilio Technology India Private Limited
10.2022 - 11.2023
Technical Support Engineer
Tata Consultancy Services
06.2018 - 05.2022
High School -
Viswajyothi CMI Public School
Bachelor of Technology - Electronics And Communications Engineering
Rajalakshmi Engineering College