Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Dhamini Polavaram

Melbourne,VIC

Summary

  • Over 7 years and 8 months of experience as WMS Consultant.
  • Held roles as Systems Engineer at Tata Consultancy Services, Product Support Analyst at Infor India Pvt. Ltd, and Senior Support Engineer at Blue Yonder India Pvt Ltd.
  • Strong understanding of Warehouse Management Systems (WMS) processes and Supply Chain Management concepts.
  • Served as the primary support liaison between company and customers in a highly team-oriented environment.
  • Skilled in system integration (software), ESB, XML, technical support, root cause analysis, incident management, and PL/SQL.
  • Excellent customer service skills with the ability to understand and address customer needs calmly, positively, and professionally in high-pressure situations.
  • Gained significant knowledge in cybersecurity during Master's studies.
  • Enhanced communication skills, including the ability to effectively speak, express, and present on various topics.

Overview

8
8
years of professional experience

Work History

Senior Support Engineer

Blue Yonder
10.2021 - 02.2023
  • Resolved daily issues reported by warehouse users across multiple regions using Salesforce as a ticketing tool, ensuring minimal disruption to operations.
  • Provided expert support on warehousing product application software, addressing functionality and usage queries to enhance user experience.
  • Managed P1 incidents and priority tasks within strict timelines, maintaining business continuity and minimising operational impact.
  • Partnered with global super users to streamline and enhance warehouse processes, driving efficiency improvements.
  • Conducted root cause analysis on JDA WMS product issues, providing effective solutions to reduce recurring problems.
  • Led weekly calls with operations and business teams to identify challenges and deliver actionable solutions, reducing operational delays.
  • Extracted, analysed, and debugged production environment logs, quickly addressing priority issues to maintain system stability.
  • Leveraged MOCA Commands and debugged trace files to resolve complex system issues.
  • Integrated and tested APIs using REST API and SoapUI, ensuring seamless system integration and functionality.
  • Authored and published knowledge articles and JIRA tickets, improving customer access to information and tracking issue resolution.
  • Utilized LexEdit to execute queries, providing timely and accurate resolutions to customer inquiries.
  • Replicated and resolved functional issues reported by customers, working closely with the quality team to address and fix bugs.
  • Engaged with customers through audio and video conferencing to understand their needs and deliver tailored solutions.
  • Collaborated with the development team on major operational issues, ensuring timely resolution and minimizing business impact.

Product Support Analyst

Infor
06.2018 - 10.2021
  • Provided expert support on warehousing product application software, addressing customer queries related to functionality and usage.
  • Analyzed and resolved PL/SQL bugs, including adding and reviewing logs to identify and debug issues efficiently.
  • Managed P1 incidents and priority tasks within tight deadlines, ensuring uninterrupted business operations.
  • Collaborated with development teams to resolve critical operational issues, delivering timely solutions to minimize delays and business impact.
  • Extracted, analysed, and debugged production environment logs to swiftly address and resolve priority issues.
  • Worked closely with customers via audio and video conferencing to understand and address their technical challenges.
  • Utilized data analytics tools like Sumo Logic to analyze logs and create user-friendly, informative dashboards that support decision-making.
  • Worked on API integration tools, including REST API and SoapUI, to ensure seamless system functionality and integration.
  • Authored and published knowledge articles and defect reports, improving customer self-service and tracking of issues.
  • Assisted the project team during the go-live and UAT phases, ensuring smooth transitions and successful implementations.
  • Conducted patch deployments and troubleshooting for technical issues reported by customers, ensuring minimal downtime.
  • Diagnosed and resolved Java, Oracle, and SQL errors, ensuring system reliability and performance.
  • Addressed issues related to background printing, job scheduling, installation, and configuration, maintaining smooth operational workflows.

Systems Engineer

Tata Consultancy Services
06.2015 - 06.2018
  • Resolved tickets raised by business users through ServiceNow, ensuring timely and effective resolution of system issues.
  • Developed and implemented system enhancements to boost productivity and performance.
  • Participated in code changes, testing, and deployment processes, ensuring high-quality software delivery.
  • Created and managed cron jobs to address issues that could not be resolved via the front-end application.
  • Continuously monitored CPU load and system space, taking appropriate actions to maintain optimal system performance.
  • Created and managed alerts for anticipated scenarios, collaborating with the mainframe team to quickly resolve issues.
  • Created change requests for system issues, coordinating with relevant teams for implementation and conducting validation tasks to ensure successful updates.

Education

Masters of Cybersecurity (GPA 3.3/4)

Monash University
Clayton, VIC
11-2024

Skills

Programming Languages: Informix 4GL, PL/SQL, Unix, MOCA and Python

Database: Microsoft SQL Server, Oracle, Jack DB, LextEdit

Warehouse Management Systems (WMS): Infor WMS installations, JDA WMS (Blueyonder), Inventory and Warehouse Management System

Enterprise Resource Planning (ERP): ERP, Configuration and Setup

Integration and API Tools: Integrations using API tools like REST/SOAP API and BODs

Monitoring, Analytics, and Debugging: Sumo Logic, Wireshark, Vulnerability Scanning

Cybersecurity: SQL Injection, Cross Site Scripting (XSS), Buffer Overflow and Format String Vulnerability, Software and Network Security, Penetration Testing

Cloud Computing: AWS Cloud, Nectar Cloud, Oracle Cloud

DevOps and Version Control: GitHub, Docker

IT Service Management: ServiceNow, Salesforce

Project Management and Research: Project Management using Agile Methodology, Analyzing Research Articles and Case Studies, Documenting Research Findings

Web Development and Configuration: HTML/CSS, Domain Name Configuration to Website

Websites

Timeline

Senior Support Engineer

Blue Yonder
10.2021 - 02.2023

Product Support Analyst

Infor
06.2018 - 10.2021

Systems Engineer

Tata Consultancy Services
06.2015 - 06.2018

Masters of Cybersecurity (GPA 3.3/4)

Monash University

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Dhamini Polavaram