C Divya
Summary
Seeking a challenging and responsible position in software environment where award-winning experience, proven skills and superior work ethic will add value.
Has 8.5 years of experience. Good exposure to Windows. Strong ITIL and Agile principles and process orientation. Excellent communicator at all levels and with third party partners, suppliers and off-shore businesses. Able to define or adapt to IT strategies and ensure the alignment of tasks to them. Able to identify tactical opportunities and ensure the delivery of them.
Overview
10
10
years of professional experience
Work History
Systems Engineer
TESCO Bengaluru Private Limited
Bengaluru
11.2015 - Current
- Charter of my role encompasses around 2 SaaS products: Zendesk and xMatters.
- Collaborated with cross-functional teams for Zendesk customization projects . Configured Zendesk Support and Guide for improved ticket management and self-service.
- Developed and maintained Zendesk Custom Apps, macros, triggers, and automations to optimize customer support workflows, customize and extend Zendesk Support to users across globe.
- Work with business and technology stakeholders to translate business problems into technical designs.
- Conducted regular system health checks for optimal performance and security
- Implemented API, Webhook and email integrations with 3rd party vendors (Zebra, Verifone, Volumatics ).
- Building custom UI’s leveraging HTML5, CSS3, JavaScript.
- Use GIT repository to maintain code versions, New Relic and Runscope to monitor the functionality, API journey and performance of the page with schedule run for every 5 minutes
- Created scripts in Javascript leveraging Zendesk APIs for bulk schedules/ users/ organization actions.
- Deploying the code to Azure and scheduling the job to run on weekly.
- Identified service improvement opportunities and implemented Agile principles using JIRA for streamlined project management.
- Collaborated with senior developers to troubleshoot and resolve technical issues within project timelines.
- Provide 24/7 on-call support for Zendesk and xMatters.
- Handling P1 and P2 tickets , checking the logs on the server and fixing the issue.
- Developed dashboards and reports based on business requirements.
- Ensured compliance with security measures and industry standards.
- Harnessed Agile methodology to create collaborative and continuous improvement culture across remote teams.
Application/Product support Engineer
FICO
10.2014 - 04.2015
- To ensure that application are running smoothly
- Working on tickets and troubleshooting
- Have been liaising with application design teams from time on time on major issues
- Provide Second Line Support for Live environment
- Effective understanding of problems associated with incident and working closely with maintenance team towards fix
- Incident management – Quick action on incident raised by clients and proper updates to clients
- In case of cross component incident coordination across components
- Manual Sanity monitoring of critical applications on a daily basis in production Database batch monitoring & escalation of issues
- Tool used – Autosys, Service now , Citrix, Zabbix
- Need to handle support for both WINDOWS based environments
- Performing the health check of the applications at regular intervals
- Strong ITIL principles and process orientation
- Documentation for faults resolutions
- Fault Investigation and fixing
- Monitoring the Clarify Bridge faults
- Attending the Clarify faults.
Education
B.Tech (Computer Science) -
JNTU Hyd
Intermediate (M.P.C) -
Sri Vaishanavi Junior College Hyd
SSC -
Neo Chem High School Hyd
Skills
- Good exposure to Windows
- Strong ITIL and Agile principles and process orientation
- IT Service Management (ITSM)
- Zendesk Reporting and Dashboard
- Excellent communicator at all levels and with third party partners, suppliers and off-shore businesses
- Zendesk support and configuration
- Able to define or adapt to IT strategies and ensure the alignment of tasks to them
- Workflow automation
- Custom Ticket forms and fields
- Zendesk API integartions
- Zendesk App Frameworl (ZAF)
- Programming: HTML, CSS, Java Script, Linux (Basics), SQL (Basics)
- Github
- AWS and Azure
Accomplishments
- Presented paper at Netaji College of Engginering
- Second in the Carroms in Neo chem high school
- Participated science fare at school level.
Contact No
9148868596
Personal Information
- Father's Name: C.Rajender Kumar
- Date of Birth: 01/16/1991
- Marital Status: Married
Organizing Capabilities
Organized many cultural & technical events in school and college levels. Participated actively as a volunteer in the Techveda 2k12 event in my College.
Languages
Telugu, English, Hindi, Kannada
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
Systems Engineer
TESCO Bengaluru Private Limited
11.2015 - Current
Application/Product support Engineer
FICO
10.2014 - 04.2015
B.Tech (Computer Science) -
JNTU Hyd
Intermediate (M.P.C) -
Sri Vaishanavi Junior College Hyd
SSC -
Neo Chem High School Hyd
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