Summary
Overview
Work History
Education
Skills
Websites
Certification
Availability
Timeline
Generic

Deepak Reddy B

Bengaluru

Summary

Results-driven Application Support Engineer with a proven track record at Allvue Systems, achieving 98% SLA compliance. Skilled in ticket triage and escalation management, I excel in client relationship management and problem-solving. Adept at utilizing JIRA and SLACK to enhance communication and streamline support processes, ensuring exceptional service delivery.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Application Support Engineer

Allvue Systems
Hyderabad
03.2021 - Current
  • Provided Level 1 & 2 application support for Fund and Corporate Accounting systems, ensuring timely resolution of client-reported issues.
  • Triaged tickets, performed root cause analysis, and resolved first-instance issues independently, escalating where necessary.
  • Managed service request creation on behalf of clients and ensured proper follow-up with relevant teams.
  • Addressed NAV-CRM integration issues using internal knowledge base articles and coordinated across departments via SLACK.
  • Assigned reporting-related tickets to the appropriate internal teams and documented recurring issues for future reference.
  • Worked directly with US-based stakeholders during night shifts to provide real-time support and ensure continuous system availability.
  • Handled escalated tickets promptly, collaborating with escalation teams and communicating through SLACK channels.
  • Received and responded to hotline calls from clients, maintaining SLA adherence and delivering excellent customer satisfaction.
  • Key Achievements: - Maintained 98% SLA compliance across 3 consecutive quarters.
  • - Played a key role in reducing turnaround time by improving documentation and standardizing resolution steps.

Customer Support Executive – Collections

Hinduja Global Solutions (HGS)
Hyderabad
02.2020 - 02.2021
  • Managed inbound and outbound customer calls regarding credit card payment collections.
  • Guided customers through the easiest methods to make timely payments and avoid penalties.
  • Informed defaulters about consequences and supported them in regularizing their accounts.
  • Maintained daily logs of conversations and ensured all follow-ups were resolved promptly.

Education

Bachelor’s Degree - Your Major

University Name
City

Skills

  • Tools & Platforms: JIRA, SLACK, CRM Tools
  • Support Knowledge: Fund Accounting, Corporate Accounting, NAV-CRM integration
  • Database: SQL (basic understanding)
  • Processes: Ticket Triage, Escalation Handling, SLA Management, Knowledge Base Utilization
  • Other: Hotline Support, Client Coordination, Service Requests
  • Excellent Verbal & Written Communication
  • Client Relationship Management
  • Problem Solving & Analytical Thinking

Certification

  • CompTIA Security+ (in progress / planned)
  • ITIL Foundation (optional to mention if pursuing)

Availability

  • Open to Night Shifts & Weekend Support
  • Immediate Joiner / [Insert your actual notice period]

Timeline

Application Support Engineer

Allvue Systems
03.2021 - Current

Customer Support Executive – Collections

Hinduja Global Solutions (HGS)
02.2020 - 02.2021

Bachelor’s Degree - Your Major

University Name

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Deepak Reddy B