Evlin Varghese
Bangalore
Summary
Secure a responsible career opportunity to put 8 years of learning into use to help the business meet strategic and operational goals while making a significant contribution to the success of the company. Possess expertise in networking and production support and proven ability to manage complex tasks.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Application Support Engineer
Tekion Corp
Bangalore
02.2024 - Current
- Provided technical support including troubleshooting application issues, diagnosing problems, and resolving issues in a timely manner
- Checked logs/Payloads in AWS cloudwatch and SumoLogic using the appropriate search strings and queries and identified and resolved bugs
- Collaborated with cross-functional teams to ensure successful integration and customer satisfaction
- Communicated with third parties, OEMs, and dealerships regarding their issues and developed and maintained technical documentation, KB articles, and troubleshooting guides
- Debugged XML/Json payloads and identified issues related to mapping and data miss
- Extracted and shared historical data of dealerships from Data Warehouse using SQL queries and shared with integrated third parties.
Technology Analyst
Infosys Pvt Limited
Bangalore
10.2015 - 02.2023
L2 Production Support
Reckitt Benckiser
- Handled incidents, change requests, and problem tickets
- Supervised production servers and scheduled jobs
- Analyzed and responded to end users with solutions or escalated issues to other IT teams
- Ensured process and process documentation met client guidelines
- Monitored and handled situations on a priority basis
- Collected necessary information for investigation
- Found root causes and created resolution steps
- Provided production support for the stores
- Managed escalations and ensured qualitative output
- Engaged in various enhancements for automation
- Wrote and executed shell scripts.
POS Production Support
Neiman Marcus (USA)
- Examining Problem, Incident, change requests and tasks to address the issue as soon as possible Guaranteeing the process as well as the process documentation are completed on time as specified by clients
- Performance reporting & review with management as well as customers to get more understanding about on-going changes and processes
- I was responsible for Handling “Point of Sale” application for the retail client
- Managing escalations and ensuring the team delivers qualitative output Supervising the situations on priority basis Engagedinvariousenhancements forautomation
- Writing and executing shell scripts
VSC MAC
Level 3 Communication/ Century Link
- Maintained and managed customer's TN services
- Integrated trunkgroups, manipulated route plan, and provided additional telephone services and CCP configuration
- Maintained productivity and received commendation from managers
- Received constant appreciation from customers
- Mentored new team members and created training documents
- Worked directly with the client.
Education
BCA -
St. Aloysius College
04.2015
Skills
- AWS cloud watch
- SumoLogic
- AWS S3
- MySQL
- Jira
- Unix
- Jenkins
- ServiceNow
- HPQC ALM
- Confluence
- Postman
Certification
- Infosys Agile Developer Certification.
- Infosys DevOps Professional certification.
- Infosys Certified Open Source Professional
- Infosys Certified Cloud Beginner.
- Infosys Certified Database and SQL Professional
Training
Completed training as part of the Induction Training in DBMS, Basic JAVA and Networking (Oct 2015 - Dec 2015) at Infosys Mysore Campus.
Key Skills
- Good Communication and Excellent email writing skills.
- Good Leadership ability and willingness to learn new technologies are an asset.
- Good Experience in Incident Management, Problem Management and Change Management.
Responsibilities Handled
- Provide remote and onsite support for domestic and international customers.
- Establishing strong relations with the customers.
- Troubleshooting & Problem Solving.
- Phone & Email Technical Support.
- Mangalore Karnataka
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Creating project documentation.
- Onboarded and trained all incoming junior tech support specialists.
Personal Information
Title: Senior Application Support Engineer
Timeline
Senior Application Support Engineer
Tekion Corp
02.2024 - Current
Technology Analyst
Infosys Pvt Limited
10.2015 - 02.2023
L2 Production Support
Reckitt Benckiser
POS Production Support
Neiman Marcus (USA)
VSC MAC
Level 3 Communication/ Century Link
BCA -
St. Aloysius College
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