Summary
Overview
Work History
Education
Skills
Certification
References
Personal Information
Timeline
Generic

Raja Pramila Akula

Truganina,VIC

Summary

Dedicated Software Support Engineer with 3+ years of expertise in IT production and system testing environments. Passionate about learning new technologies, enhancing system performance, and driving customer satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Software Support Engineer

Amdocs Pty Ltd
10.2021 - Current
  • Troubleshooting the application-related issues
  • Diagnose, reproduce, debug, and solve customer issues
  • Resolve or escalate incidents and service requests within agreed SLAs
  • Collaborate with cross-functional teams to diagnose and resolve critical incidents and application issues
  • Identify and analyse production application issues and implement code fixes
  • Perform end-to-end application testing
  • Involve in software releases support activities
  • Engage with customers over the phone or through email to discover their issues and provide them with the right solutions
  • Develop and maintain technical documentation

Student Services Officer

Victorian Institute of Technology
01.2015 - 08.2021
  • Attend to student queries(face-to-face, telephone, and email correspondence) within appropriate timeframe
  • Prepare and dispatch academic documentation such as transcripts, letters, and certificates
  • Issue academic progress notices to students and maintain the records
  • Act as the primary point of contact for auditing student files and updating policies and procedures
  • Provide much needed support to Trainers and Assessors

Student Services Officer

Royal Gurkhas Institute of Technology
07.2012 - 12.2014
  • Maintain students’ enrolment documents and academic assignments via electronic copy in the system and hardcopy in the file
  • Update students’ academic results in the system and generate academic transcripts
  • Handle the student queries face-to-face, telephone and email
  • Answer incoming telephone inquiries and direct incoming calls to relevant staff


Software Developer Intern

State Revenue Office (SRO)
02.2012 - 06.2012
  • Develop web pages and reports using Eclipse IDE and JSF2 (My Faces)
  • Involve in analysing, estimating, and processing the change requirements
  • Document the best practices and processes followed
  • Preparation of status reports on daily, weekly, and monthly basis
  • Write the test cases and performed unit testing

Education

Professional Year Program -

Performance Education
01.2012

Master of Information Technology -

University of Ballarat
01.2011

Bachelor of Engineering - Electronics and Communication

01.2005

Skills

  • Diagnose and troubleshoot application functionality
  • Monitor application systems
  • Diagnose, reproduce, debug and resolve customer issues
  • Provide timely and accurate responses to customers
  • Document action plans and progress in incident tracking systems
  • Thrive under pressure
  • Excellent verbal and written communication skills
  • Work in team environments
  • C
  • Java
  • J2EE
  • HTML
  • JavaScript
  • UNIX Shell Scripting
  • Oracle 11g
  • MS SQL Server
  • Office 365

Certification

  • Microsoft Azure Fundamentals AZ-900 certification
  • AWS Certified Cloud Practitioner Foundational
  • ISTQB Foundation

References

Available upon request.

Personal Information

Citizenship: Australian Citizen

Timeline

Software Support Engineer

Amdocs Pty Ltd
10.2021 - Current

Student Services Officer

Victorian Institute of Technology
01.2015 - 08.2021

Student Services Officer

Royal Gurkhas Institute of Technology
07.2012 - 12.2014

Software Developer Intern

State Revenue Office (SRO)
02.2012 - 06.2012

Master of Information Technology -

University of Ballarat

Bachelor of Engineering - Electronics and Communication

Professional Year Program -

Performance Education

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Raja Pramila Akula