Debi Prasad Acharya
Lead Support Engineer
Bangalore
Summary
Results-driven troubleshooting professional with over 7 years of experience in diagnosing and resolving computer hardware and software issues within customer-focused environments. Expertise includes a wide range of standard operating systems, networking protocols, and technical support procedures, ensuring efficient and effective solutions. Recognized for exceptional analytical skills in identifying complex technical problems and implementing timely resolutions that enhance user satisfaction and operational efficiency. Committed to continuous improvement and staying abreast of the latest technological advancements to provide top-tier support.
Overview
8
8
years of professional experience
Work History
Lead Support Engineer
Insight Global (Client - T-Mobile)
10.2024 - Current
- Track system alerts across test and production environments employing monitoring tools like Grafana and AppDynamics, notifying relevant teams of issues as needed.
- Support Migration Efforts - Assist in application or system migration activities, ensuring smppth transition with minimal impact.Provide support during migration bridge calls.
- Ensure precise and current documentation of processes, tasks, and activities for reference and future utilization.
- Actively participated in review sessions, providing constructive feedback on applications. Suggested improvements to enhance application performance through collaborative discussions.
Lead - System Services and Support Analyst
Fidelity Investments
07.2024 - 09.2024
- Working in batch and online data processing team supporting the organization specific data and application (like retirement benefits, investments plans, customer reports etc for the US customer) in finance domain
- We are monitoring the process during the entire life cycle for its adherence and updating or creating a new process
- Deploy updates and fixes and provide level 2 technical support
- Manage high-priority service-related incidents, ensuring root cause analysis and coordinated fault resolution to prevent recurrence of issues and maintain service stability
- Reduced downtime with proactive monitoring and troubleshooting of critical systems.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
Sr. Software Engineer
Recro Technologies
09.2023 - 12.2023
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs
- Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer incidents
- As a support engineer daily sending server health check report to IT head
- Used all Microsoft services like teams, edge, onenote, dynamic 365
- Frequently evolving in incident and prepare Incident report as per SLA
- Proficient in utilizing a wide range of UNIX commands for file manipulation, text processing, system monitoring, and network management
- Skilled in commands such as LS, CAT, CUT, MV, CP, HEAD, TAIL, TOP, PS, GREP, FIND, SCP, SSH, SED, VI EDITOR, as well as networking commands.
Sr. Application Support Engineer
Encora Innovation Labs
04.2021 - 09.2023
- Conducted regular reviews of customer feedback and implemented targeted improvements to enhance overall satisfaction levels.
- Championed the adoption of ITIL best practices within the support team, driving consistency in processes and improved service delivery.
- Increased system stability by monitoring application performance metrics and addressing potential issues before they impacted end users.
- Led training sessions for colleagues on new application features ensuring a well-informed support team equipped to handle diverse user inquiries.
- Generated 200+ sales reports, collaborating with sellers and cross-functional teams to address payment-related issues and ensure clear process comprehension.
- Customized and executed Python scripts in cronjobs, performing data transformation and troubleshooting, alongside Excel expertise for data analysis and visualization.
Application Support Engineer
Insight Mobi Solutions
03.2018 - 04.2021
- Worked closely with developers to provide feedback on application designs based on user requirements.
- Addressed technical issues and guided end users through resolution.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
- Contributed to the successful completion of numerous projects by meeting deadlines and working effectively under pressure.
- Resolving the User Tickets on priority to meet Client SLA (Critical, High, Medium, and Low).
- Give the status report of tickets to Manager of our department. Support On calls support in the weekend.
- Handled an average of 120 support tickets per day, ensuring efficient service.
- Independently worked in shifts, documented repetitive issue resolutions, and maintained the Run Book for operational consistency.
Education
B.Tech - Computer Science
Biju Patnaik University of Technology
Rourkela, Odisha07.2011
Skills
- Linux
- Shell Scripting
- Grafana
- Nagios
- Pagerduty
- MySql
- MongoDb
- Autosys
- Postman
- Confluence
- Hive
- Azure
- Control-M
- Informatica
- ITIL
- Jira
- ServiceNow
- Zendesk
- Python
- Jenkin
- Github
- Bitbucket
- Kubernetes
- Java Support
Accomplishments
- I received spot awards at Myntra. The first was for accurately calculating the exact amount to be recovered from a seller due to a reconciliation mistake made by another team. The second award was for successfully resolving payment disputes on approximately 30 lakh orders involving multiple sellers, ensuring smooth transaction flow and minimal business impact.
- Received "Best Team" awards and Star Of the Month Award while contributing to "PayzApp" project.
Timeline
Lead Support Engineer
Insight Global (Client - T-Mobile)
10.2024 - Current
Lead - System Services and Support Analyst
Fidelity Investments
07.2024 - 09.2024
Sr. Software Engineer
Recro Technologies
09.2023 - 12.2023
Sr. Application Support Engineer
Encora Innovation Labs
04.2021 - 09.2023
Application Support Engineer
Insight Mobi Solutions
03.2018 - 04.2021
B.Tech - Computer Science
Biju Patnaik University of Technology
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