D Durga Sankar Rao
Bengaluru
Summary
Support engineer L3 with expertise in technical troubleshooting, incident resolution, and SQL query execution. Demonstrated ability to analyze system logs for proactive issue prevention and investigate error reports to determine root causes. Skilled in managing support tickets, monitoring system performance, and delivering application support. Previous experience as software engineer and associate quality analyst, showcasing proficiency in manual testing, defect tracking, and quality assurance.
Overview
7
7
years of professional experience
Work History
Support Engineer L3
UBQ Technologies Private Limited
Bengaluru, India
11.2025 - Current
- Analyze and resolve technical and production support issues reported by customers
- Analysed system logs and identified patterns to preempt technical issues before they affected business operations.
- Investigated system error reports, reproducing issues to identify root causes and facilitate timely fixes.
- Utilised support tickets to monitor and expedite incident resolution.
- Monitored computer system performance and intervened in identified problems.
- Execute SQL queries for troubleshooting and data validation
- Resolved service user requests within target timeframes.
Software Engineer
BOTREE Software International Pvt. Ltd
Chennai, India
09.2022 - 09.2025
- Coordinate with development teams to resolve application defects and production issues.
- Resolved technical and production support issues reported by customers to enhance user experience.
- Managed support tickets to ensure timely resolution of customer issues and maintain service quality.
- Delivered technical guidance and issue resolution support to end users, improving their overall satisfaction.
- Execute SQL queries for troubleshooting and data validation.
- Ensure timely follow-up and communication with customers regarding open issues.
- Maintain detailed records of customer interactions, incidents, and resolutions.
- Contribute to knowledge base documentation for recurring technical issues.
- Monitor customer satisfaction and support continuous service improvement.
Associate Quality Analyst
BOTREE Software International Pvt. Ltd
Chennai, India
11.2021 - 08.2022
- Conducted functional and regression testing to validate system performance.
- Identified, tracked, and reported defects, enhancing communication with development teams.
- Collaborated with cross-functional teams to uphold product quality standards and streamline testing processes.
- Prepared and executed manual test cases for application testing.
- Assisted in defect resolution and verification before production deployment.
- Performed quality audits and documented testing activities.
- Prepared comprehensive testing reports and maintained up-to-date QA documentation for effective project tracking.
- Worked closely with customer support teams to resolve quality-related concerns.
Associate Customer Support
BOTREE Software International Pvt. Ltd
Chennai, India
10.2019 - 10.2021
- Delivered customer support via phone and email, ensuring clear communication and assistance.
- Resolved customer queries while escalating critical issues to appropriate teams for timely resolution.
- Maintained high levels of customer satisfaction through timely issue resolution.
- Handled customer complaints with professionalism, contributing to overall customer satisfaction.
- Coordinated with internal teams for faster issue resolution.
- Followed company policies and support procedures for issue handling.
- Managed confidential customer information securely.
Education
Graduation - Electronics & Communication Engineering
Aryan Institute of Engineering and Technology
Bhubaneswar,Odisha01-2019
Diploma of Higher Education - Electronics & Communication Engineering
Sanjay Memorial Institute of Technology
Berhampur, Odisha01-2013
HSC - 10th
N D High School
Purushottampur,Odisha01-2008
Skills
- Incident resolution
- Technical troubleshooting
- SQL query execution
- Application support
- Manual Testing
- Troubleshooting
- Customer Support
- Ticket Management
- Documentation & Reporting
- Remote desktop support
- System performance monitoring
- Technical issues analysis
Languages
English
Intermediate
B1
Hindi
Upper Intermediate
B2
Tamil
Elementary
A2
Bengali
Elementary
A2
Telugu
Upper Intermediate
B2
Odia
Advanced
C1
KEY ACHIEVEMENTS
- Successfully handled production support activities for enterprise applications.
- Collaborated with development and QA teams for smooth production releases.
- Improved issue resolution efficiency through effective troubleshooting and coordination.
- Recognized for strong customer handling and support management skills.
Timeline
Support Engineer L3
UBQ Technologies Private Limited
11.2025 - Current
Software Engineer
BOTREE Software International Pvt. Ltd
09.2022 - 09.2025
Associate Quality Analyst
BOTREE Software International Pvt. Ltd
11.2021 - 08.2022
Associate Customer Support
BOTREE Software International Pvt. Ltd
10.2019 - 10.2021
Graduation - Electronics & Communication Engineering
Aryan Institute of Engineering and Technology
Diploma of Higher Education - Electronics & Communication Engineering
Sanjay Memorial Institute of Technology
HSC - 10th
N D High School