Kumudha H
Bengaluru
Summary
Dynamic Product Support Engineer with extensive experience at Optum Healthcare Management, excelling in SQL and troubleshooting. Proven track record in incident management and proactive problem resolution, ensuring high service levels. Adept at collaborating with cross-functional teams to enhance application performance and deliver exceptional technical support. Strong communicator with a customer-focused approach.
Overview
3
3
years of professional experience
Work History
Product Support Engineer
globus info services Private limited
04.2023 - Current
- Product Support engineer L1&L2 level experience with strong background in SQL and Unix commands.
- Hand-on experience in DDL, DML and DCL statements in SQL.
- Basic knowledge in Unix and Shell scripting.
- Able to write and solve problem using Python scripting.
- Knowledge in API.
- Product support engineer with knowledge of Oracle SQL, including experience in system performance Tuning, SQL query analysis and scripting experience.
- Responding to L1 and L2 support requests for technical assistance by phone, email, ticketing system, and Zoom remote-hands support.
- Responding to, update, and resolve tickets within our defined SLA's.
- Good Knowledge in Joins, Aggregate Functions, Sub-queries in SQL.
- Proactively reaching out to end-users in order to confirm issues have been resolved.
- Working with IT department peers to quickly identify and resolving issues.
- Responding to peers and management via text message, and email within our defined SLA's.
- Quickly and proactively responding to support tickets.
- Quickly and proactively communicating in a remote AND on- site environment.
- Experience on ITIL, Incident, Problem & Change Management.
- Maintaining and updating technical documents and procedures.
- Identifying and resolving technical issues.
- Manage Incidents and Problems – Triaging, logging, prioritizing, tracking, communicating, and resolving from beginning to end, the resolution of all incoming support requests.
- Managing ticketed query system and ensuring comprehensive database of queries and resolutions are kept up to date.
- Being able to creatively come up with ideas or solutions for various problems and implement them.
- Quick troubleshooting/debugging, diagnosing, and problem-solving skills.
- Provide second line phone/email consultation to independently debug complex security/network problems.
- Participated in a 24x7 Support Operation and 24x7 on-call rotation.
- Interface with Engineering and assist the customer with testing or troubleshooting.
- Dynamic, outgoing, enthusiastic individual and must bring a high level of energy to the table.
- Excellent communication Skill.
- Managed customer support technical issues daily, including verifying issues, isolating, and diagnosing the problem, and resolving the issue where possible.
- Reproduce product behaviors to determine the problem root-cause(s)(RCA), issue workarounds and solutions.
- Researching, diagnosing, troubleshooting and identifying solutions to resolving application issues.
- Very strong customer focus.
- Creating tables using Constraints.
- Knowledge in Sub -Quires and co-related sub quires.
- Good understanding of database concepts, anomalies and normalization process.
- Sound knowledge in writing complex SQL Joins to retrieve data from multiple tables.
- Maintaining and updating technical documents and procedures.
Product Support Engineer
optum healthcare management
04.2023 - Current
- Take ownership of user problems and be proactive when dealing with user issues.
- Monitor all alerts and report any issue that may significantly impact the business.
- Monitoring, analyzing, troubleshooting problems, providing code fixes and testing.
- Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.
- Conduct root-cause analysis as and when needed and propose a corrective action plan.
- Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams.
- Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records.
- Identifying and resolving technical issues.
- Strong knowledge in Oracle SQL/PLSQL, queries, procedure, functions, packages.
- Data Masking and reporting using Views and Mviews.
- Analyze and report product/Application malfunctions immediately to concerned team.
- Debugging and monitoring and reactive tracking, log and respond to support tickets.
- Multiple products and sub-products, services and platforms to support.
- Troubleshoot runtime errors and workflow related issues.
- Being at a start-up where everyone knows almost everyone, interacting with each professionally and personally played a major role in the getting the work done.
- Meet set up services they provide Level Agreements (SLAs).
- Configuration of product based on clients’ requirements.
- Responsible for the dealing with the problems, bug fixing and troubleshooting.
- Trouble shooting Customer n/w and running diagnostic tools to find RCA.
- Playing Key resource at L2 support b/w customer and Development team.
- Conducting deployment and housing keeping activities.
- Installing and upgrading product related issues.
- Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
- Ensure on-time delivery of all assigned tasks – incidents, problem tickets, etc.
- Adhere to the defined support delivery process/guidelines like Problem.
- Analyzing payment related issues, supporting billing compliance to GST, Customer on-boarding for virtual cards / accounts.
- Windows logs debugging for application related issues and closely working with admins for patches and upgrades.
- Provides 24x7 support in batch monitoring based on a shift to avoid any significant batch problems.
Data Engineering Associate
CROSS CLIENT
06.2022 - 03.2023
- Company Overview: Cross Client refers to projects that serve multiple clients or business units with a shared solution or framework. These projects involve building scalable, reusable components and platforms tailored to common requirements. It includes collaboration across teams, domains, and industries to deliver consistent, high-quality solutions that meet diverse client expectations within a unified architecture.
- Customer Ticket analysis giving resolution with defined SLA.
- Prepared and executed test cases based on business requirements.
- Performed functional and regression testing for mobile and web applications.
- Identified, documented, and tracked defects till closure.
- Validated data flow using SQL queries.
- Coordinated with developers and BA team for clarifications.
- Participated in sprint planning and daily stand-up meetings.
- Ensured timely delivery of testing deliverables.
- Worked on cross-browser and cross-platform testing.
- Reported test status to leads and stakeholders.
- Managed test documentation and maintained evidence for future reference and reporting.
- Cross Client refers to projects that serve multiple clients or business units with a shared solution or framework. These projects involve building scalable, reusable components and platforms tailored to common requirements. It includes collaboration across teams, domains, and industries to deliver consistent, high-quality solutions that meet diverse client expectations within a unified architecture.
Data Engineering Associate
accenture solutions PVT. LTD.
04.2022 - 03.2023
- Hands-on experience in manual testing of web and mobile applications.
- Strong understanding of SDLC and STLC processes.
- Skilled in writing, reviewing, and executing test cases.
- Performed functional, regression, and integration testing.
- Basic knowledge of automation concepts.
- Good understanding of Agile methodology and sprint processes.
- Exposure to defect life cycle and defect reporting.
- Worked closely with developers for issue resolution.
- Used SQL for backend data validation and test data preparation.
- Familiar with testing tools like Excel and internal test management tools.
- Good understanding of test planning and test strategy preparation.
- Performed cross-browser and cross-platform testing.
- Ability to handle end-to-end testing independently.
- Participated in daily stand-ups and sprint planning meetings.
- Maintained test documentation and test evidence.
Education
Master of computer applications -
brindavan college
bengaluru01.2021
Bachelor of computer applications -
KLE’s S.Nijalingappa college
bengaluru01.2018
Skills
- SQL
- PLSQL
- Python
- Unix
- API
- L1 Support
- L2 Support
- Troubleshooting
- Incident management
- Problem management
- Product Support
- Technical Support
- JIRA
- Remedy
- Service Now
- Monitoring
- Scheduling
- Call Support
- Voice Support
- Tech Support
Timeline
Product Support Engineer
globus info services Private limited
04.2023 - Current
Product Support Engineer
optum healthcare management
04.2023 - Current
Data Engineering Associate
CROSS CLIENT
06.2022 - 03.2023
Data Engineering Associate
accenture solutions PVT. LTD.
04.2022 - 03.2023
Master of computer applications -
brindavan college
Bachelor of computer applications -
KLE’s S.Nijalingappa college
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