Sai Sri Divya Angara
Melbourne,VIC
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 7.8 years of experience in Integration Domain.Committed to tracking full support ticket lifecycles to confirm successful resolutions. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements and working in 24/7 uptime environment Adept at analyzing system performance and security to drive optimal user experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Integration Support Analyst
Infosys Ltd. Client: Telstra
01.2015 - 02.2020
- Created user accounts and managed access control.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Conducted and supported implementation delivery with client and internal departments.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Used BMC remedy and SNOW to track, maintain and update trouble tickets.
- Accommodated delivery challenges specific to SaaS delivery environment
- Participated in on-site requirements gathering sessions.
- Provided training to end users on new and updated systems and software.
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Prepared in-depth reports for each project managed and updated documentation as changes occurred.
Technical Support Engineer
Infosys Ltd. Client : DHHS
02.2020 - 01.2022
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Maintained response times to support business continuity.
- Served as primary point of contact for support relating to owned solutions and products.
- Updated and maintained current customer support database.
- Delivered Tier-3 support and SME input to internal and external customers.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Supported software integration and implemented maintenance enhancements.
- Improved application performance through optimization of flow processes.
- Designed and developed application scripts for test scenarios.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
Operations Specialist
DWS | Client: AustraliaPost
01.2022 - Current
- Working in integration support team
- Involved in design,development,testing and deployment of services
- Proven experience in creating,implementing and maintaining scripts for process automation,infrastructure using shell scripting
- Involved in production deployments
- Created pipelines for applications using Microsoft azure
- Monitor and manage support queues out of our ServiceNow ticketing system to meet the 99.5% SLA and ensure a high level of customer satisfaction
- Implementing alerting and reporting facility as per application team and business requirement
- Responsible for creating packages for integration/interfaces releases as part of testing and production environment
- carryout root cause analysis of production problems relating to ESB(Enterprise Service Bus)
- Responsible for deploying applications in AWS
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Tracked and analyzed reports to determine needed improvements.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
Education
Bachelor of Technology - Electronics And Instrumentation (E&I)
SCSVMV Deemed University
Skills
- TIBCO Suite
- TIBCO Iprocess
- Microsoft tools
- GIThub
- ISST
- Amazon Web Services
- Splunk 6x
- Azure Log Analytics
- SUMOLogic
- Shell Scripting
- SQL developer
- JIRA
- HP ALM
- BMC Remedy
- ServiceNow(SNOW)
- Auditing Service Requests
- Read Technical Manuals
Certification
AWS
AWS SysOps Administrator Associate.
MuleSoft
MuleSoft Certified Developer-Level1.
ServiceNow
Agile Development 2.0 and Test Management 2.0 Implementation.
Timeline
Operations Specialist
DWS | Client: AustraliaPost
01.2022 - Current
Technical Support Engineer
Infosys Ltd. Client : DHHS
02.2020 - 01.2022
Integration Support Analyst
Infosys Ltd. Client: Telstra
01.2015 - 02.2020
Bachelor of Technology - Electronics And Instrumentation (E&I)
SCSVMV Deemed University
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