CHETNA PODDAR

• Was involved in monitoring of around 80+ Comcast applications using Grafana, AppDynamics to reduce MTTR for live issues / outages by 50%
• Supported business clients to understand issues, provided root cause and worked with internal teams for enhancement or bug fixes
• Standardized RCA processes in problem management tool to reduce resolution time issues by 30%
• Monitored, diagnosed and reported on service level objectives for optimization and performance for 99.99% availability

• Suggested solutions that targeted robust functionality and performance for clients app / website
• Improved customer service portal - that helped reduce refund by 20%
• Conducted in-depth analysis of the website landing page that led in new registered customer by 15% compared to past quarter
• Collaborated with stakeholders to identify business needs and data sources.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.

Reviewed customer code change requests, prepared test cases and deployed changes to production

• Made improvements in deployment strategies facilitating consistent business operation that helped gain Customer appreciation
• Maintained error logs, monitored batch jobs of the CRM system, Prepared Monthly/weekly reports and test cases as part of the daily activities
• Reduced time for implementing customer code change request and deployment of business logic by 40% within a year
• Facilitated client training sessions on CRM system enhancing their sales and increasing their customers demand by 15%
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.