Summary
Overview
Work History
Education
Skills
Disclaimer
Timeline
Generic
Gunapreetham Akula

Gunapreetham Akula

Hyderabad

Summary

A highly motivated IT professional with over 4 years of experience in L2 application support, ServiceNow ticketing, incident management, and ITSM processes. Proven ability in ensuring SLA adherence, handling high-priority incidents, and collaborating across global teams. Seeking to leverage my skills to enhance operational excellence and customer satisfaction in a dynamic support environment.

Overview

4
4
years of professional experience

Work History

Application Support Engineer

FedEx/Accenture
11.2024 - Current
  • Provided comprehensive support for the application to maintain efficient package sorting.
  • Addressed server maintenance tasks through Jenkins and SuperPuTTY applications.
  • Ensured servers and applications were properly shut down and backed up within scheduled intervals.
  • Maintained continuous availability and responsiveness to site/application support needs.
  • Connected with users using Teams, Amazon Connect, and phone calls for efficient problem resolution.
  • Oversaw server memory and RAM utilization, ensuring consistent performance.
  • Managed switch failover alerts to ensure seamless server operations.
  • Participated in bridge calls during unexpected outages.
  • Compiled detailed records outlining root causes, team participation, affected locations, actions executed, and impacts.

Front-end Support

Merck/Accenture
03.2023 - 11.2024
  • Managed application support through ServiceNow and Jira tickets.
  • Addressed minor front-end application bugs and executed data corrections using Oracle SQL.
  • Ensured timely completion of deployment tasks for both UAT and PROD.
  • Ensured uninterrupted server availability throughout shift hours.
  • Implemented a chatbot in the application, reducing service-now ticket reports by nearly 30%.
  • Updated SDLC documents following release activities.
  • Managed service-now tickets promptly, ensuring SLA compliance.
  • Guided junior team members to foster skill development and knowledge exchange.
  • Addressed front-end issues of applications while maintaining minimal code review requirements.

Front-end Developer

Allstate/Accenture
07.2021 - 03.2023
  • Executed bug fixes to enhance website functionality.
  • Integrated APIs into EIS application to enable log cancellations/closures directly from the summary page.
  • Debugged existing code to identify and fix bugs or performance issues.
  • Kept detailed documentation on test plans, procedures and end results.

Education

B. Tech - Electronics and Communication Engineering

Kakatiya Institute of Technology And Sciences
Warangal, India
06.2021

Intermediate -

Sri Chaitanya Jr. College
Hyderabad, India
05.2017

Class 10th -

Sai Manair High School
Karimnagar, India
04.2015

Skills

  • L2 application support
  • Incident and problem management
  • ServiceNow ticketing
  • Root cause analysis
  • SLA compliance
  • ITIL/ITSM process adherence
  • Server health monitoring
  • React JS
  • Communication and escalation handling
  • User access management
  • Communication and escalation handling
  • Junior team mentoring

Disclaimer

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Timeline

Application Support Engineer

FedEx/Accenture
11.2024 - Current

Front-end Support

Merck/Accenture
03.2023 - 11.2024

Front-end Developer

Allstate/Accenture
07.2021 - 03.2023

B. Tech - Electronics and Communication Engineering

Kakatiya Institute of Technology And Sciences

Intermediate -

Sri Chaitanya Jr. College

Class 10th -

Sai Manair High School

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