Lakshmi Prasanna Rallabandi

HCL Tech

Vijayawada

12.2021 - Current

Currently working as a support engineer in Tenet Health care project.
Maintained customer service standards by resolving escalated customer inquiries in a timely manner.
Ticket Management was my primary responsibility to ensure that users of the Clinical Quality issues were addressed in a timely manner to meet our Service Level Agreement (SLA).
Acted as a liaison between third-level teams, vendors, offshore resources, and end users to resolve clinical quality application problems reported by Tenet users.
Created knowledge base documentation used to resolve common problems.
Developed and implemented strategies to improve system reliability and performance.
Analyzed user needs to determine functional requirements for new or existing systems.
Managed multiple projects simultaneously while providing excellent customer service.
Supported server infrastructure including Windows, Linux servers running in physical, virtual environments.
Performed software installations and upgrades to operating systems and key applications.
Provided training for junior support engineers on best practices for troubleshooting common issues.
Coordinated with vendors and suppliers to resolve hardware and software issues.
Scheduled in the on-call rotation for after-hours and weekend support of high-priority tickets.