Preethi Singu
Homebush
Summary
Results-driven Application Support Consultant with strong experience in troubleshooting, case management, and customer-facing technical support. Skilled in resolving complex application, data, and configuration issues with a structured approach. Hands-on experience with JIRA ticketing systems, Dealership Management System, maintaining knowledge base. Known for clear communication, ownership of cases, and delivering high-quality customer outcomes. Passionate about continuous learning and contributing to knowledge-sharing and team efficiency.
Overview
8
8
years of professional experience
Work History
Application Support Consultant
Revolution Software (Toyota)
01.2023 - Current
- Providing quality application support services to all DMS users in a professional, responsive and effective manner across many Toyota dealerships
- Resolving problems/incidents on first contact or escalating to the Development teams.
- Taking ownership of tickets including tracking, monitoring, following up, prioritising, escalating incidents and coordinating with appropriates teams to resolve in a timely manner within SLAs.
- Carry out testing, record test case results, prepare reports, and escalate findings to the development team.
- Writing/updating Support Documents and Knowledge Articles.
- Managed incident tickets, ensuring timely responses and adherence to service level agreements.
- Conducted user training sessions to enhance understanding of application features and functionalities.
- Collaborated with cross-functional teams to identify and implement solutions for recurring system issues.
- Analyzed user feedback to inform application enhancements and improve user experience.
- Coordinated with development teams to escalate critical issues and ensure timely resolutions.
- Maintained a proactive approach to incident management by reviewing outstanding tickets regularly.
- Mentored junior team members, providing guidance on best practices for delivering high-quality application support services.
- Prioritized urgent support requests for prompt resolution, minimizing negative impact on business operations.
- Reviewing incident queues to support timely resolution and escalate, where required.
- Communicate effectively with internal & external customers through end-to-end service delivery fulfilment.
- Capture all user interactions within our ticketing system.
- Able to handle multiple tasks with varying priorities effectively to meet our customers’ needs.
Data Analyst – Virtual Internship
KPMG
01.2022 - 01.2023
- Performed data cleaning, transformation, and validation on large datasets.
- Developed reports and visualizations using PowerBI to help stakeholders understand key performance metrics.
- Assisted with data analysis tasks to identify patterns and trends in customer behaviour Analyzed experimental data using statistical methods and created visualizations to present findings.
Associate System Analyst
IBM
02.2018 - 02.2019
- First point of contact for application support requests across banking and healthcare projects.
- Analyzed logs, databases, and system-level metrics to diagnose issues.
- Worked on SQL scripts for data extraction.
- Performed production health checks and ensured SLAs were met.
- Worked with JCL, COBOL, DB2 on z/OS, and mainframe debugging techniques.
- Developed and maintained technical documentation for systems and applications to facilitate user understanding.
- Improved troubleshooting processes through data insights and documentation.
HR Client Services
Amazon
07.2017 - 01.2018
- Receive and log queries received through phone and email in Panorama / Trouble Ticketing tool.
- Responsible to work on tickets and respond to inquiries regarding policies and programs including benefits, attendance, payroll deductions, etc.
- Worked with tools such as Panorama, ADP and Salesforce.
- Worked effectively within a team environment and independently as required.
- Prepared monthly, weekly and daily reports for senior leadership team.
- Received “Employee of the month” for resolving highest number of trouble tickets.
- Managed payroll processing coordination, ensuring timely and accurate compensation for all employees.
- Facilitated training sessions for employees on HR policies, benefits, and performance management tools.
- Documented and maintained accurate records of employee interactions and resolutions in the HR database.
- Prepared detailed reports for senior leadership on HR metrics and service delivery performance.
Education
Professional Year in IT -
Performance Education Sydney
01.2022
Master of Information Technology - undefined
Central Queensland University
01.2021
Bachelor of Electrical and Electronics Engineering - undefined
Anurag University
01.2017
Skills
- Languages/Debugging: SQL
- Databases: DB2, Microsoft SQL Server
- Tools: Salesforce, Jira, Zendesk, ServiceNow Active Directory, Panorama, ADP
- Data & Reporting: Power BI, Excel/Google Sheets
- Problem resolution
- Customer support
- Application analysis
- Incident management
- Ticket management
- UAT support
WORK RIGHTS
Permanent Unlimited Work Rights in Australia – Australian Citizen
Timeline
Application Support Consultant
Revolution Software (Toyota)
01.2023 - Current
Data Analyst – Virtual Internship
KPMG
01.2022 - 01.2023
Associate System Analyst
IBM
02.2018 - 02.2019
HR Client Services
Amazon
07.2017 - 01.2018
Master of Information Technology - undefined
Central Queensland University
Bachelor of Electrical and Electronics Engineering - undefined
Anurag University
Professional Year in IT -
Performance Education Sydney