CHIRANTH R

Having 3.7 years of experience in Technical/Production Support specialized in providing comprehensive L1 and L2 support, ensuring prompt issue resolution and client satisfaction. My proficiency extends to SQL, Unix, and Python, API enabling me to effectively troubleshoot and optimize system performance. With strong knowledge on database monitoring techniques, I have been able to preemptively identifying and mitigating potential issue.

• Product Support engineer L1 & L2 level experience with strong background commands - SQL and Unix commands.
• Experience on ITIL, Incident, Problem & Change Management.
• Analytical and problem-solving skills in researching, diagnosing, troubleshooting, and identifying solutions to complex application L1-L2 support issues.
• Participate in the day shift-related activities and associated processes in a 24X5 global support setup as needed.
• Managing ticketed query system and ensuring comprehensive database of queries and resolutions are kept up to date.
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc. Ready to work in shifts.
• Being able to creatively come up with ideas or solutions for various problems and implement them.
• Manage Incidents and Problems – Triaging, logging, prioritizing, tracking, communicating, and resolving, from beginning to end, the resolution of all incoming support requests.
• Identifying and resolving technical issues.
• Quickly and proactively communicating in a remote AND on- site environment.
• Incident Management , Tracking, Prioritizations, Resolution, RCA, Planning
• End to End communication and Stakeholder Management (Including Product, Engineering, Implementation, Customers, Leadership and CS and customer facing teams).
• Monitor and perform health checks to deployments and equipment for all locations on a periodic basis.
• Responsible for logging and tracking defects that have been identified and escalating to the corresponding software engineering leads.
• Responding to L1 and L2 support requests for technical assistance by phone, email, ticketing system, and Zoom remote-hands support.
• Oracle SQL, including experience in system performance Tuning, SQL query analysis and scripting experience.
• Proactively reaching out to end-users in order to confirm issues have been resolved.
• Working with IT department peers to quickly identify and resolving issues.
• Responding to peers and management via text message, and email within our defined SLA's.4
• Quickly and proactively responding to support tickets.
• Quick troubleshooting/debugging, diagnosing, and problem-solving skills.
• Dynamic, outgoing, enthusiastic individual and must bring a high level of energy to the table.
• Managed customer support technical issues daily, including verifying issues, isolating, and diagnosing the problem, and resolving the issue where possible.
• Reproduce product behaviors to determine the problem root-cause(s), issue workarounds and solutions.
• Researching, diagnosing, troubleshooting and identifying solutions to resolving application issues.
• Experience in DDL, DML and DCL statements in SQL.
• Basic knowledge in OOPS concepts and Java Debugging.
• Able to write and solve problem using Python scripting.
• Product support engineer with knowledge of Creating tables using Constraints.
• Knowledge in Sub -Quires and co-related sub quires.
• Good understanding of database concepts, anomalies and normalization process.
• Sound knowledge in writing complex SQL Joins to retrieve data from multiple tables.
• Maintaining and updating technical documents and procedures.
• KPI & Health monitoring.

# Project 1: Vital One Touch 

Client: Vital Healthcare 

Duration: Dec 2021 - Present 

Skills: SQL, Unix, Windows, API, PLSQL, Python 

Tools: Jira, BMC Remedy, Kibana 

Roles and Responsibilities:

• Customer Ticket analysis giving resolution with defined SLA. 

• Data Cleanse & Uplift Using SQL. 

• Analyzing and making minor enhancement in SQL scripts. 

• Building and running queries using Query builder in Discern Visual Developer. 

• Data Integration & Interoperability using HL7. 

• Maintaining stability of foreign system Interfaces. 

• Work on different HL7 Message types like Admit Discharge Transfer (ADT), Orders (ORM) and Results (ORU). 

• Participate in meetings with vendors to discuss Inbound and Outbound message specifications. 

• Ticket Analysis and data Fix. 

• Product Support Engineer with proven track of  . 

• Debugging and monitoring and reactive tracking, log and respond to support tickets. 

• Multiple products and sub-products, services and platforms to support. 

• Troubleshoot runtime errors and workflow related issues. 

• Debug and Troubleshoot java-based programs for run time exceptions. 

• Creating RCA document for bugs and working with develops through Jira Items. 

• Excellent analytical, problem solving, communication and interpersonal skills, with ability to interact with individuals at all levels. 

• Ability to work in teams and independently with minimal supervision to meet deadlines. 

• Conducting deployment and housing keeping activities. 

• Installing and upgrading product related issues.

# Project 2: Antilia B2B Billing 

Client: EE (Everything in Everywhere) 

Duration: Oct 2020 - Oct 2021 

Skills: SQL ,Windows, API, Unix

Roles and Responsibilities: 

• Work with our customers to understand their problems, frustrations, and roadblocks Track, log, and respond to support tickets. 

• Respond to any data and investigation queries. 

• Coordinate with L3 support where necessary. 

• Respond to any User Access issues. 

• Remediation will be required either from AD Group assignment or Axiom configuration (performed by L3 support). 

• Facilitate/support any audit or internal IT specific reporting/data requirements. 

• User Access Reports. 

• Log Information (workflows, servers). 

• Respond to user-reported issues in adherence to established Service Level Agreements. 

• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions. 

• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise. 

• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix. 

• Provide timely feedback into the development process on customer-reported product problems. 

• Document actions to effectively communicate information internally and to customers. 

• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

• Debugging API logs for payment related issues.