Kalaiselvi Ravi
Coimbatore
Summary
A highly collaborative Application Support Engineer with 3 years of experience in maintaining and optimizing business applications. Expertise in troubleshooting, system integration, and performance enhancement, while effectively managing multiple priorities and collaborating with cross-functional teams. Dedicated to delivering exceptional customer support and improving system reliability for high customer satisfaction.
Overview
2
2
years of professional experience
Work History
Application Support Engineer
Unitecare Software Solutions
- Consistently exceeded Service Level Agreement (SLA) expectations by providing timely customer support, ensuring high standards of customer satisfaction
- Specialized in managing and troubleshooting Electronic Medical Record (EMR) applications, ensuring reliable operation for healthcare professionals
- Led the successful migration of patient records from legacy EMR systems to the Unite
- EMR Application
- Developed JIRA defects and paths using Quantum Metrics, resulting in a 20% reduction in software bugs
- Conducted database queries (SQL) for monthly reporting and user activity analysis, enhancing data-driven decision-making.
Technical Support Executive
Tata Consultancy Services
01.2021 - 01.2023
- Achieved a 95% resolution rate for client incidents and requests within a 24-hour timeframe, significantly enhancing customer satisfaction
- Designed and implemented AWS solutions, optimizing EC2, EBS, and S3 usage, resulting in a 30% improvement in system efficiency
- Configured EBS and EFS storage on EC2 instances, leading to a 15% reduction in data access latency
- Enhanced IAM by implementing roles and groups, improving user and resource management efficiency by 25%
- Conducted first-level analysis of issues reported through ServiceNow, achieving an 80% resolution rate within SLA
- Collaborated with L1 and L2 teams to resolve incidents within SLA timeframes, contributing to a 15% improvement in overall incident resolution efficiency.
Education
AWS Solution Architect Associate | Nux Pvt Solutions Participant -
Master of Computer Science -
Bharathiar University
Coimbatore, Tamil Nadu2023
Skills
- Application Support
- AWS Solutions (EC2, EBS, S3)
- Database Management (SQL)
- ServiceNow & Freshdesk
- Incident Resolution & SLA Management
- Performance Monitoring & Optimization
- Team Collaboration & Communication
- Project Management
- Root Cause Analysis
- Customer Support
- Troubleshooting
Accomplishments
- Spearheaded the development of assessment tools to measure and improve quality metrics, leading to a 30% enhancement in product performance
- Championed cross-departmental collaboration strategies, leading to the establishment of a new communication framework; this initiative streamlined project updates, benefiting over 15 employees and fostering a collaborative work environment.
Timeline
Technical Support Executive
Tata Consultancy Services
01.2021 - 01.2023
Application Support Engineer
Unitecare Software Solutions
AWS Solution Architect Associate | Nux Pvt Solutions Participant -
Master of Computer Science -
Bharathiar University
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