Suresh Kumar Sonnakula
Plumpton
Summary
With 17 years of diverse experience in the IT, gambling, retail, and telecommunications industries, I bring a wide range of technical skills across various disciplines. Passionate about problem-solving and constructing solutions from the ground up, I consistently deliver exceptional customer service. Seeking a role that will provide ongoing challenges to further develop my skill set and expand my knowledge base.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Application Support Analyst
Kindred group Pty Ltd
06.2021 - Current
- Company Overview: Client- Unibet
- Supporting existing Web applications built on ReactJS, Graphql, Json and C# WebAPIs
- Monitor and managing the uptime of the production systems using Application monitoring tools
- Provide level 2 and 3 support for all issues
- Responded promptly to technical queries to support and maintain agency applications, ensuring smooth operation and minimal downtime
- Extensive knowledge of monitoring tools like Splunk logging, Grafana, Elastic, Thanos, Loki, App dynamics, PRTG
- Understanding of remote administration via SSH and knowledge of SNMP, WMI, PowerShell
- Strong experience working with Graphql, XML, HTML, REST, JSON, postman, swagger, Jenkins, octopus
- Experience working with MQSQL, web applications stack and its components
- Mentored team members and assisted them in improving skills and keep them update by contributing to a positive and productive work environment
- Strong knowledge on OAuth and OIDC
- Working with several internal and external teams to resolve the issues
- Experience in the Web Application and Microservices support space
- Demonstrated experience in working with Json, Web API and relevant dev tools
- Reviewed support requirements for IT systems, maintained support records, and contributed to system fixes and enhancements, enhancing overall system reliability and efficiency
- Ability to write basic Splunk queries and understand complex ones
- Extensive knowledge in issue debugging, analysis and resolution
- Extensive knowledge in support principles including incident management, problem management and escalation management by following ITIL processes
- Strong understanding of technical issue resolution
- Client- Unibet
Application Support Analyst
NCR Corporation
06.2018 - 05.2021
- Company Overview: Client: Woolworths
- Providing 2nd and 3rd Level Support for around 3600 stores (AU & NZ) within Woolworths retail chain (Supermarkets, Dan murphy’s, Big W, Petrol, Scan & Go) stores
- Experience working with different Payment Gateway systems ( Verifone, Datacash, Paypal) & SAP CRM which includes cash management, account reconciliation ,chargebacks
- Extensive experience in deployment of Point of Sale(POS) systems to stores which includes both hardware and software
- Experience working experience with ServiceNow ticketing tool to track incidents
- Strong understanding of Payment processing within large complex environment
- Working closely with multiple teams within woolworths which includes SAP POSDTA, POSDM team and reconcile high online cash and digital payment transactions
- Experience using Linux/Unix OR Microsoft Server
- Experience and exposure in NCR R10(Retalix) POS , WMS, Distribution and Inventory modules within multiple organisations
- Perform root cause analysis and implement change requests in adherence with the change management framework
- Create problem records and perform root cause analysis
- Providing application support to both inhouse, stores and external vendors
- Monitor Service Request System (SRS) incident management queue
- Analyse incidents to identify service restoration actions to be taken, Incident investigation and diagnosis (including resolution where possible)
- Assist with classification and prioritization of incidents from P1 to P4
- Knowledge and experience using SQL server (2000-2008) which includes SSR
- Planning and monitor project and integration activities
- Participation in audit activities related to the Incident Management process
- Monitoring the status and progress towards resolution of assigned Incidents
- Resolve logged incidents and service requests according to SLAs
- Keeping affected business partners informed about progress
- Escalating the process as necessary by following escalation policies
- Client: Woolworths
System Support Analyst
Specialty Fashion group (SFG)
11.2016 - 05.2018
- Experience working and resolving high volume of incidents in timely and efficient manner using ticketing (Footprints) system and maintaining SLAs (Service level Agreements) as per business requirements
- Provide 2nd and 3rd level support to customers, internal and external stakeholders with superior oral and written communication skills
- Performing user account administration maintaining appropriate user access in the various systems and software
- Perform device maintenance, including installing and upgrading software and hardware, implementing file backups/restores and configuring systems and application
- Provide support to more than 1000 stores from different brands which includes Katies, City chic, Rivers, Millers, Autograph and Crossroads from multiple locations which are based in Australia, New Zealand, South Africa
- Extensive experience in deployment of Point of Sale(POS) systems to stores which includes both hardware and software
- Assist and manage the delivery of IT technologies for new stores, refurbishments, relocations and special events including equipment order, de-commissioning, ordering of telco services and so forth
- Setting up and configuring POS systems, PCs and working on various projects in an extremely busy environment, training and providing feedback to users and documenting processes accordingly
- Afterhours support on a rotating roster
- Validate software upgrades for stores, reviewing functionality and testing before distribution
- Perform device maintenance, including installing and upgrading software, installing hardware, implementing file backups/restores and configuring systems and applications
- Reporting to the brands on trends, identifying patterns in logged issues providing solutions along with root cause analysis
IT Support Analyst
Payless Shoes
05.2016 - 10.2016
- Company Overview: National Support Office
- Providing 2nd & 3rd level technical support for 140 national stores & Head Office (including Distribution Centre)
- Magenta retail (i.e Enabler POS/EEE support and administration
- Cloning and staging of SOE’s on PC’s for POS and Office Use
- Desktop Support
- Installing & upgrade computer hardware and software
- Liaise with vendors for purchasing and support
- Google Apps Enterprise for Business support and administration
- Hosted VOIP PBX (Primus Telecom Administration)
- IP based security systems (Store IP camera setups and administration)
- Developing, planning, supporting and maintaining rollouts – including computer hardware, software, modem & EFTPOS terminals
- Support and maintain portable devices –including Tablets, ipad, iPhones and notebooks
- National Support Office
IT Support Analyst
Dick Smith Electronics
10.2013 - 04.2016
- Provided first and second level support to Head Office and 393 Dick Smith stores both in Australia & New Zealand
- Worked with stores in initial troubleshooting and resolution of faults
- Logged jobs, escalating to Level 3 support as necessary
- Worked to resolve issues quickly within SLA time frames
- Customer services – focusing on both internal operations of the business and external relationships with retail and support staff
- Prioritising workflow of incoming IT issues received through a variety of sources including call logging system, email, phone and direct request
- Resolve calls in a timely manner to ensure that SLAs are met, monitor jobs through to resolution
- Support and maintenance of wireless infrastructure including support office wireless network, warehouse picking systems and store scanner systems
- Monitoring of server pool including AS/400, Windows Servers and VMware (Blade server)
- Daily reporting directly to the IT Manager, Development Manager, Operations Manager and IT Analysts on errors or abnormalities
- Basic instruction to Head Office staff regarding software set up, operation and maintenance
- Perform outside of hours work including scheduled outage windows, on-call and rostered weekend support
- Participating in security update maintenance, software and hardware upgrades
- Possess good troubleshooting knowledge of Microsoft software, Windows XP-2007, Office 2003—2013
Online Operations Liaison
Oracle CMS
05.2013 - 09.2013
- Respond to customer inquiries and answer courteously inbound calls
- Provide personalized customer service by responding to the needs of the customers
- Extensively trained on AS400, Magento, Temando and channel advisor
- Ensure feedback from the customer to further improve the customer services
- Build customer loyalty by follow-up of customer calls
- Evaluate problems of the customers and provide logical lasting solutions
- Manage filing, mailing, correspondence and other management tasks
- Manage customer service operations for eBay AU, PayPal AU, Trade ME NZ, Pay now NZ
Online Operations Liaison
Dick Smith Electronics (Salmat)
06.2011 - 04.2013
- Manage Toll Transit Damage & Loss issues;
- Manage Customer Complaints (Incl Fair Trading)
- Customer Financial Account & Reconciliation
- Heavy interaction with Call Centre & Stores
- Order Flow Management
- Processing of Customer refunds for Online and Click n collect orders
- Phone & Email support for stores
- Manage Call Centre activities
- Fraud Management & Prevention –Chargebacks
- Heavily involved in UAT testing of any change to any website
- Financial Management & Reconciliation which includes PayPal, Visa Checkout & credit card
Activation Coordinator
Telstra Bigpond
03.2008 - 05.2011
- Deal directly with clients either by telephone or electronically to respond promptly to clients activation/technical inquiries
- Handle and resolve customer complaints
- Responding to customer requests and updating them on stock availability, delivery times etc
- Preparing quotations and other documentation
- Collating and entering sales and activation orders
- Interacting with external sales, service personnel, warehouse and accounts staff, as well as other business units as required
- Communicate and coordinate with internal departments
- Recognize, document and alert the Team Leader of trends in customer calls
- Guide the project members and make them understand the requirements of the project and the various accountabilities
- Train new staff how to use the IT/Telecommunication system to the best of their abilities
- Recommend process improvements Incident Logging, Tracking and Escalation
- Create, Add, Modify customer information (Billing address, delivery address, etc.)
- Organise new modem or replacement of device due to fault through Siebel
- Serviceability check in case of relocation or new service, perform rate plan change on customer’s request
- Lodging a request to DAC as per the code status to get the order push through
- Tech appointment for DSL through Axis and cable tech booking through WIZARD
Education
Masters in Information Technology - Information Technology
Central Queensland University
Sydney, NSW09-2007
Bachelors in Electronics And Communication - Electrical, Electronics And Communications Engineering
Periyar University
India05-2003
Skills
- ITIL Incident Management
- System Logs, Root cause Analysis, Web application stack
- Ticketing Systems Management
- Monitoring Tools Proficiency, Web API's
- Server Health Monitoring
- Debugging Expertise
- Remote Desktop Support
- Fraud Detection Strategies
- Microservices Architecture
- Team Management
- Proactive Attitude
- AWS, Cloud watch, Device Integration
- Application, Remote, Technical support, Log Analysis
- Software development life cycle(SDLC)
- SSH, Putty, Linux, Unix
- Postman, Swagger, Elastic search, Loki, Thanos, Rabbit MQ, Graphql, Dev tools, CI/CD practices
- Cloud computing, AWS, Cloudwatch, SCCM, Veeam backup
- Bitbucket, octopus, Jenkins, genie, Air watch, SQL, Siebel CRM
- Time management and leadership, Interpersonal skills
- Technical documentation
- Fraud detection
- Web Applications Stack
Certification
ITIL
Microsoft certified Professional
Timeline
Senior Application Support Analyst
Kindred group Pty Ltd
06.2021 - Current
Application Support Analyst
NCR Corporation
06.2018 - 05.2021
System Support Analyst
Specialty Fashion group (SFG)
11.2016 - 05.2018
IT Support Analyst
Payless Shoes
05.2016 - 10.2016
IT Support Analyst
Dick Smith Electronics
10.2013 - 04.2016
Online Operations Liaison
Oracle CMS
05.2013 - 09.2013
Online Operations Liaison
Dick Smith Electronics (Salmat)
06.2011 - 04.2013
Activation Coordinator
Telstra Bigpond
03.2008 - 05.2011
Masters in Information Technology - Information Technology
Central Queensland University
Bachelors in Electronics And Communication - Electrical, Electronics And Communications Engineering
Periyar University
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