Summary
Overview
Work History
Education
Skills
Websites
Client Appreciations And Awards
Timeline
Generic

Anu S

Coimbatore

Summary

Seasoned Technology Service Engineer with a proven track record at Walmart Global Tech and Infosys, enhancing customer satisfaction and resolving over 2.5 million user issues. Expert in technical support and major incident management, I excel in operational support and fostering team development. Skilled in SQL and effective communication, I significantly contribute to minimizing downtime and improving service delivery.

Overview

7
7
years of professional experience

Work History

Technology Service Engineer III

Walmart Global Tech
10.2022 - Current
  • Worked in Moodle Framework Application - Ulearn a Learning Aplication for Walmart Associates over 2.5 Million Users.
  • Worked as L2 Support and involved in Handling Incidents requests through ServiceNow
  • Worked in Critical/ High Priority Jira Request/incidents.
  • Worked in Monitoring Job and Application Performance through Various tools like Airflow, Grafana, Splunk.
  • Initiate bridge calls with Business and Vendors for P1 and P2 issues.
  • Provide weekly reports and present new dashboards created in servicenow to Clients.
  • Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
  • Provided comprehensive training to junior engineers, fostering professional development within the team.
  • Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
  • Engaged in first-level support for customers requiring routine support and troubleshooting.
  • Assisted in the creation of user manuals and documentation for ease of reference during routine maintenance tasks.

Software Support Engineer III

Walmart Global Tech
01.2022 - 10.2022


  • Expedited issue resolution times with thorough testing and analysis of reported bugs before escalating to the development team.
  • Enhanced customer satisfaction by promptly resolving software issues and providing professional support.
  • Developed customized training materials to ensure end-users were proficient in software operations.
  • Maintained SLA’s and provide on time resolution without getting any reopen tickets.
  • Monitor and trigger Application related jobs through tools like Airflow, FileZilla, Super putty .

System Engineer

Infosys
01.2018 - 01.2022
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Worked in GLMS ( Global Learning Management System) - PROD
  • Handled Day to Day incidents Raised by Application Users.
  • Identity problems proactively through Incident/ alert Trend Analysis.
  • Testing issues in lower environment to find Root Causes.
  • Monitoring ticketing tools and responding to emails from customer
  • Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
  • Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
  • Provided expert support for end-users, ensuring optimal system performance and user satisfaction.
  • Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.

Education

Bachelor Of Computer Applications - Computer Science

Bharathiyar University
Coimbatore
05.2017

Skills

  • Technical support
  • Major Incident Management
  • SQL
  • HTML & CSS
  • Report preparation
  • Operational support
  • XMatters
  • Qmf
  • Jira
  • Confluence
  • Postman
  • Visual studio
  • Azure
  • Imperium
  • ServiceNow
  • Airflow
  • Written and verbal communication
  • Safety monitoring
  • Root-cause analysis
  • Customer relations

Client Appreciations And Awards

Received Client Appreciation for being on top contributor of resolving incidents with no reopen tickets.

Received unit level INSTA AWARD for best coordinator among whole team.

Received MOST VALUABLE PLAYER award in JL3’2019 event at Infosys for my Contribution.

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Timeline

Technology Service Engineer III

Walmart Global Tech
10.2022 - Current

Software Support Engineer III

Walmart Global Tech
01.2022 - 10.2022

System Engineer

Infosys
01.2018 - 01.2022

Bachelor Of Computer Applications - Computer Science

Bharathiyar University

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Anu S