Lakshmi Saroja Inukonda
Application/Production Support Engineer
Hyderabad
Summary
Results-driven Technical Support Engineer with DaVita for 4 years, skilled in problem-solving and technical troubleshooting. Enhanced customer satisfaction through effective incident management and root-cause analysis. Proficient in SQL and Java, collaborating with cross-functional teams to resolve complex issues and improve processes, ensuring seamless operations and client trust.
Overview
4
4
years of professional experience
1
1
Certification
2
2
Languages
Work History
Technical Support Engineer
DaVita
03.2022 - 09.2025
- Using the ticketing tool, ServiceNow, for working on incidents.
- Other tools used for the analysis of incidents are Bitbucket for code analysis, GCP logs for analyzing log data, GCP Spanner and BigQuery for DB data, Confluence for functional documents, and Dynatrace for user sessions.
- Identify reproducible defects in lower environments for resolutions from developers.
- Document processes, procedures, and technical instructions for further reference and use by the BA team.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Develop text and execute SQL queries to aid in the investigation and analysis of issues.
- Collaborated with cross-functional teams to troubleshoot and resolve system-wide problems.
- Improved customer satisfaction by providing timely and efficient technical support.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Reproduce Client Environment Data, and identify the root cause.
- Need to check the Java MS and DB table's data for root cause.
- Interacting with BA's team to create a JIRA defect, or Data Correction item, for Quick Fix.
- Maintaining a proper document with all the analysis, code, and queries for fixing the issue in production.
- Interacting with the ODM and UI teams for issue troubleshooting and issue resolution.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Education
Bachelor of Technology - Information Technology
Sagi Rama Krishnam Raju(SRKR) Engineering College
Bhimavaram, India 04.2001 -
Skills
Technical support
Certification
Google Cloud Certified Associate Cloud Engineer Certification
Timeline
Technical Support Engineer
DaVita
03.2022 - 09.2025
Google Cloud Certified Associate Cloud Engineer Certification
11-2021
Bachelor of Technology - Information Technology
Sagi Rama Krishnam Raju(SRKR) Engineering College
04.2001 -