Raachala Harish Reddy

• Splunk
• Glass tables, Creating Dashboards, Search & optimization, Lookups, Logs
• Analyzed Splunk data for anomalies and identified potential security risks.
• Developed and implemented Splunk dashboards to monitor system performance.
• Monitored Splunk alerts and created reports to track trends in system activity.
• Created custom search queries to extract meaningful insights from Splunk data sets.
• Collaborated with other teams to ensure proper implementation of logging requirements into Splunk environment.
• Responded quickly to urgent incidents, troubleshooting errors and restoring services as needed.
• Maintained up-to-date documentation for all processes related to the use of Splunk tools and applications.
• Performed daily health checks of the Splunk environment, monitoring for any abnormalities or irregularities.
• Logic Monitor
• Monitoring- Networking related issues
• Managed the daily operations of monitors and ensured proper functioning.
• Monitored the performance of systems and identified issues for resolution.
• Maintained records on system performance, maintenance activities, and other relevant data.
• Service Now
• Created and tracked service requests through a ticketing system, such as Remedy or Service Now.
• Maintained up-to-date knowledge of trends in healthcare industry related to Case Management Services.
• Maintained up-to-date knowledge about changes in insurance coverage for services rendered.
• Dynatrace
• Monitoring - Application, Infrastructure, and service-related alerts.
• Reporting to teams.
• Troubleshooting.
• Managed Azure Active Directory.

Providing technical and customer support for a company's products. Assisting users with product issues and concerns and communicating steps to resolve problems. identifying and analyzing problems with software and hardware, including failures,bugs and system issues.

Roles and responsibilities-

1)Receiving calls from users for support to their applications (Calls from Gensys)

2) Assisting users by troubleshooting steps- Checking their access.

3) Setting up 2FA and MFA for users

4) Creating tickets in Service Now.

5) Raising Up walkup requests in Azure Devops portal.

6) Active Directory

Skills -

Technical Support

Azure Devops

Service Now

2Factor Authentication & Multi Factor Authentication

Service Now

EMS & Flash Tickets, Snow Tickets

Active Directory

Onvio Tools

Citrix Support

Virtual Environment

Gensys

• Addressed customer service enquires quickly and accurately.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.

• As a service desk analyst, closely monitors performance and operations of components on Grafana / AppDynamics dashboard and report hourly manner
• I.e.; Alerts, CPU Utilization, Memory Utilization, Disk usage, Storage Availability
• Detect and report any alerts and work with technical teams till the service is restored
• Examines existing systems and structures and is responsible for deciding when such things need to be updated, modified or replaced
• Measuring application performance, availability and user experience and using this
• As a service desk analyst, closely monitors performance and operations of components on Grafana / AppDynamics dashboard and report hourly manner. i.e.; Alerts, CPU Utilization, Memory Utilization, Disk usage, Storage Availability. • Detect and report any alerts and work with technical teams till the service is restored. • Examines existing systems and structures and is responsible for deciding when such things need to be updated, data to identify and resolve application issues before they impact customers.
• Received, assigned, resolved and escalated tech help desk requests and tickets.
• Autonomously managed workload and provided support for IT colleagues.
• Maintained internal software programmer and staff hardware.
• Provided expert input in process improvement meetings to improve support team functions.
• Provided new starters with induction training on IT systems and equipment usage.
• Creating and working on P1,P2 , P3 and P4... tickets adhering to their SLA'S

Responsibilities:

 Functions as a primary resource to the Technical Support team for system’s needs.

 24x7 Management of the monitoring environment using tools including Grafana, Spark Master, Splunk, AppDynamics, and Consul.

 Identify, Analyze, evaluate and report issues to technical teams.

 Track logs for efficient troubleshooting.

 Restoring a failed IT Service as quickly as possible by working with technical teams.

 Escalate unresolved incidents to external support.

 Ensuring that Incidents assigned to Support Groups are resolved and that service is restored.

 Determines if an incident needs to be escalated according to priority and severity of the issue.

 Monitor the Incidents and manage workload in respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.

 Create and maintain information reports for all business units.

• Provided first-level technical support to end-users via phone, email, or chat, resolving multiple incidents daily with a 90% first-call resolution rate
• Diagnosed and resolved hardware and software issues, including operating system problems, application errors, and connectivity problems
• Documented all support interactions, including troubleshooting steps, in the ITSM tool, ensuring accurate incident tracking and resolution
• Assisted in the setup and configuration of user accounts in Active Directory and email systems
• Collaborated with second-level support teams to escalate and follow up on complex technical issues, ensuring timely resolution
• Conducted user training sessions on common IT tools and best practices, improving end-user proficiency.
• Autonomously managed workload and provided support for IT colleagues.
• Troubleshot networking and cloud hosting issues using [Software].
• Received, assigned, resolved and escalated tech help desk requests and tickets.
• Logged service and support calls using internal company software.
• Determined issues causing performance problems and implemented troubleshooting methods to prevent system failure.
• Performed diagnostics and troubleshooting via phone, accurately relaying instructions to staff.
• Used Service Management systems to manage incidents and follow up requests.

Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

Responsibilities-

 Assign unresolved Incidents to appropriate Tier 2 Support Group

 Log all Incident/Service Request details, allocating categorization and prioritization codes

 Keep users informed about their Incidents’ status at agreed intervals

· Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

 Provide first-line investigation and diagnosis of all Incidents and Service Requests

 Escalate Major Incidents to the Incident and/or Problem Manager

 Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.

 Owns all Incidents and Service Requests throughout the lifecycle

 Escalate unresolved Incidents to L3.

 Maintains and periodically circulate inventory of incidents under analysis and their

current progress and status.

 To review the incident trends in order to plan and drive improvement plans.