Deeksha Potru

• Maintained the highest level of customer satisfaction by providing proactive support and consistently exceeding client expectations.
• Collaborated with project managers, product owners, and business stakeholders to define requirements and project timelines.
• Developed a strong understanding of product functionality and customer usage to deliver prompt and effective technical support.
• Managed knowledge base content and monitored support requests through internal systems for streamlined operations.
• Ensured timely and efficient resolution of issues in alignment with business SLAs, responding to incidents quickly and effectively.
• Escalated critical issues to internal teams with appropriate urgency to drive prompt resolution.

• Conducted Right to Work (RTW) checks for candidates applying to Amazon UK, ensuring compliance with legal requirements.
• Collaborated with the Work Authorization team to verify original documents from either List A or List B of acceptable identification.
• Utilized the Home Office’s online RTW checking service to access real-time work eligibility information.
• Performed root cause analysis on recurring issues and developed tools to enhance team performance and resolve persistent challenges.
• Delivered knowledge transfer (KT) sessions to new joiners, ensuring smooth onboarding and process understanding.
• Remediated tool and dashboard issues; escalated unresolved matters to the Leadership Team for appropriate action.
• Demonstrated excellent troubleshooting abilities and consistently exercised sound judgment in decision-making.
• Proactively led and participated in cultural and engagement activities within the organization.
• Compiled and presented peer performance metrics reports to support team monitoring and development.
• Proficient in Microsoft Outlook, Excel, and Word for documentation, communication, and reporting.
• Self-motivated and well-organized, able to work efficiently with minimal supervision.
• Possess strong communication and listening skills and recognized as a highly collaborative team player.

• Medallia is a customer satisfaction platform offering real-time, optimized services by collecting customer feedback and delivering actionable insights to clients through the EXPRESS reporting system.
• Provided Level 2 (L2) support for clients across US and UK regions, ensuring timely resolution of technical issues.
• Performed system administration, maintenance, and monitoring of day-to-day IT operations.
• Conducted server and client system maintenance, including troubleshooting of systems enabled with NFS (Network File System).
• Handled user administration tasks such as add/change/delete operations and maintained user-level security controls.
• Ensured system and network health through regular monitoring and preventive maintenance.
• Installed required software packages and patches, aligning with system and application needs.
• Monitored system performance metrics including virtual memory, disk utilization, CPU usage, and swap space management.
• Managed processes and subprocesses, including monitoring, starting, stopping, and killing processes as necessary.
• Administered file systems and disk configurations using metadisks, and modified file system structures as needed.
• Managed system services via Service Management Facility (SMF) on Solaris or compatible systems.
• Monitored file systems and CPU loads to maintain optimal system performance.
• Provided comprehensive support and upkeep for Development, Testing, Performance, and Staging environments.
• Conducted R&D on emerging technologies, new products, and operating systems to support innovation and infrastructure upgrades.

Toshiba Semiconductor aimed to consolidate disparate legacy systems across its sales companies in Japan and globally. The objective was to unify distribution, financial, and logistical functions under a single global platform.

Key Responsibilities:

• Debugged and reviewed code provided by developers, ensuring required changes were implemented before deployment to databases.
• Migrated a variety of code components and configuration setups across multiple test and production environments.
• Deployed code to specific instances based on client requirements and ensured proper version control.
• Actively contributed to setting up a new environment, known as the “X3 Environment.”
• Executed Activity Logs (ALs) to track system and code-level operations.
• Performed comprehensive O2D (Order-to-Delivery) cycle testing to validate system functionality from order initiation to product delivery, ensuring client expectations were met across different use cases.
• Focused on the Oracle 11i platform as part of the manufacturing team, supporting system stability and transactional flow.
• Utilized Data Loader to streamline data entry tasks and reduce manual effort.
• Employed TOAD (Tool for Oracle Application Developers) for compiling and debugging PL/SQL code across different instances.
• Executed system commands to compile and deploy code in various environments to ensure seamless operations.