Summary
Overview
Work History
Education
Skills
Certification
Awards and Recognitions
Timeline
Generic

Ankesha Agrawal

Pune

Summary

Senior Support Engineer with 7 years of experience troubleshooting and resolving complex technical issues while maintaining high customer satisfaction rates.

Experienced in debugging Python and Java programming languages, as well as troubleshooting network and OS issues.

Efficient problem solver and team player with a talent for simplifying complex concepts for user comprehension.

Motivated professional seeking new challenges and opportunities for continuous learning and upskilling.

Strong work ethic, adaptability, and exceptional interpersonal skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Cloud Data Platform IC3

Snowflake
01.2024 - Current
  • Engaged in handling enterprise customers' hot cases and active escalations.
  • Provided subject matter expertise for various ETL topics
  • Collaborated with Product team to create comprehensive documentation for new and existing features
  • Contributed to major incident team, collaborating with engineering to pinpoint issues and provide real-time updates to customers.
  • Contributed to the onboarding and training of new CSEs.
  • Monitored system performance to ensure optimal functioning of services.
  • Created knowledge base documents for frequently asked questions.

Cloud Data Platform

Snowflake
09.2021 - 01.2023
  • Responsible to understand Snowflake Integration and connectivity issues and transform it into a technical solution, focusing on solving technical problems and streamlining business processes
  • Designed efficient Data Pipelines by leveraging different Data Loading techniques including COPY INTO and Snowpipe; skillfully handled file format options while implementing ETL processes.
  • Successfully identified and resolved Snowpipe related issues.
  • Collaborated with top-tier clients to establish and fix SSO as well as Key-Pair authentication mechanisms.
  • Implemented Snowflake Change Data Capture using Streams and Task.
  • Monitored and resolved Snowpipe-related issues such as network connectivity, storage errors, Notification issues and Cloud storage queue.
  • Collaborated with premier customers to successfully implement and troubleshoot SSO and Key-Pair authentication mechanisms. Utilized Snowsql, JDBC, ODBC, Python, Spark, and NodeJs Snowflake drivers to resolve connectivity and performance-related issues.
  • Provided technical support to clients in resolving Snowflake platform's network connectivity and SSL issues.
  • Integrated AWS-Snowflake, operating on several AWS services - S3, IAM, SQS, SNS and LAMBDA.
  • Skilled in the use of multiple operating systems including Linux, Mac and Windows.
  • Drove efficient resolution of assorted client-side network problems via expert utilization of commands/tools including but not limited to ping, curl,tcping,and openssl.
  • Knowledgeable about network operations and technologies like proxies, load balancers, and SSL.
  • Expertise in managing Snowflake External Tables and optimizing data retrieval processes.
  • Implemented cross-account AWS-Snowflake access with single snowflake integration.
  • Used multiple applications like Informatica, PowerBI, Google Looker studio using Snowflake connectors and handled issues within those connectors.
  • Implemented Role-based Access Control (RBAC) to optimize system security.
  • Successfully addressed troubleshooting concerns related to poor query performance, Out-of-Memory issues, and server bottlenecks.
  • Writing multiple guides to support the Snowflake community with diverse services and solutions.
  • Developed, executed, and liaised Use Case deployment with an end goal of ensuring high-quality customer satisfaction through a team approach.
  • Implemented and demonstrated new feature releases to clients.

Performance Engineer

EclinicalWorks
07.2017 - 08.2021
  • Proficient in managing and maintaining core infrastructure components such as EMR, application servers, databases, cloud architecture, and other key networking concepts.
  • Managed database administration for privately hosted server clients, including troubleshooting Application Server related issues.
  • Knowledge in writing T-SQL queries, procedures, views, indexes
  • Analyzed Java heap dump and tomcat memory dump for troubleshooting purposes
  • Worked with development team to report, troubleshoot and resolve different issues within the product and suggesting enhancements
  • Expertise in Monitoring and Performance Tuning and Optimization of database.
  • Analyzing Java heap dump or Tomcat memory dump.
  • Collaborated with the development team to identify and resolve various product issues, while also suggesting enhancements based on severity and client requests.
  • Proficient in Database Monitoring, Performance Tuning, and Optimization.
  • Ability to detect and troubleshoot SQL server related CPU, memory, I/O, Disk space and other resource contention and, troubleshooting and resolving blocking and deadlock issues.
  • Knowledge of High Availability (HA) and Disaster Recovery (DR) options for SQL server, backups, Recovery models, Clustering, Database mirroring.
  • Providing mentoring to technical staff and new hires in the organization, enabling them to grasp the intricacies of the application process.

Education

Computer Engg -

Gujarat Technological University
08.2017

Skills

  • Snowflake Data Pipelines
  • Snowflake CDC
  • Snowflake Connectors
  • Database Performance Tuning and Optimization
  • T-SQL
  • Design Thinking
  • Problem solving
  • Managing escalations
  • Team Leadership
  • Client Communication
  • Customer Cases
  • 48 CSAT scores
  • SnowSQL
  • Snowpipe
  • Streams and Task
  • ETL
  • Fiddler
  • Wireshark
  • Network tools (Ping, tcping, tracert,curl,openssl)
  • Jstack
  • Jconsole
  • SQL profiler
  • SSL handshake
  • Troubleshooting skills
  • Network Troubleshooting
  • JIRA

Certification

  • AWS Certified Cloud Practitioner
  • Microsoft Azure Fundamentals

Awards and Recognitions

  • Exceed Expectation excellence award in a quarter-by-quarter performance review.
  • Receiving 5+ CSAT scores regularly for handling customer issues.
  • Promoted for the Role of Team Mentor within 2 years in my organization.
  • Awarded Star employee of the Year- 2019
  • Mentoring Team of 15-20 people in the organization.

Timeline

Senior Cloud Data Platform IC3

Snowflake
01.2024 - Current

Cloud Data Platform

Snowflake
09.2021 - 01.2023

Performance Engineer

EclinicalWorks
07.2017 - 08.2021

Computer Engg -

Gujarat Technological University

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Ankesha Agrawal