Lourdu Swapna Gatla
Hyderabad
Summary
A professional with 13 years of extensive experience. Proven skills in managing work in sync with set parameters. Demonstrated abilities in cementing a healthy relationship with the team and maintained a dignified level of applicability. Always a dependable resource for my team, my manager and my organization.
Overview
8
8
years of professional experience
Work History
Support Analyst
Google.com
11.2015 - Current
- Provided 1st line technical support; answering support queries via ticketing tool, phone, and email
- Maintain a high degree of users service for all support queries and adhere to all service level agreements
- Prepared analysis, design documents and estimation for different components and functional modules required by the application
- Handling Release management, Cert renewals, implementing the change Records on production & Support the same
- Implement the best design patterns and coding to adapt for future changes
- Develop and modify technical documentation to support applications maintenance, operations, and end-user training
- Identify and replace manual processes and exchange of data with an automated system
- Conduct review of deliverables generated by peer team members
- Lead the sub projects team and handle review meetings
- Handled typical customers and provided the resolutions on time
- Work closely with development team and install the development related tools
- Monitored the alerts generated by the servers and ensure proactive measures are taken to prevent any major hardware failure.
Software Support Engineer
AMAZON.COM
- 10.2015
- Gather and understand requirements from business partners and convert them into low level design and technical specifications
- Prepared analysis, design documents and estimation for different components and functional modules required by the application
- Handling Release management, Cert renewals, implementing the change Records on production & Support the same
- Implement the best design patterns and coding to adapt for future changes
- Develop and modify technical documentation to support applications maintenance, operations, and end-user training
- Identify and replace manual processes and exchange of data with an automated system
- Conduct review of deliverables generated by peer team members
- Lead the sub projects team and handle review meetings
- Successful in installing, configuring applications on Windows operating systems and providing IT technical support
- Collaborate with team and Managers to complete the task in time with the ability to discover issues, resolve defects and ensure client expectations are met with high-quality support.
Education
Masters in Business Administration -
St. Ann`s PG College
01.2010
Bachelors in of Science -
St. Pious Degree College
01.2008
Intermediate (Bi.P.C) -
St Joseph`s Junior College
01.2005
S.S.C -
St. E.A.S High School
01.2003
Skills
- Windows, Linux
- Java, Splunk, App Dynamics
- Micro Services, Cloud
- Oracle, Teradata, DB2, SQL Server
- Software Troubleshooting, System Administration, Software Testing
- Application Support
- Technical Support
Accomplishments
- Received numerous Rewards and Recognitions in the Company.
- Active participation in work improvement plans.
- Won “Good Team Player” award.
- Earned ‘Customer Obsession Award’ in November (2011) and March (2012).
- Received two ‘Medal of Honor’ for performance and productivity in August 2014.
Strengths
- Enthusiastic learner, good team player.
- Organized and structured at work.
- Honest, humble, sincere, and hardworking with a high level of integrity.
- Effective time management.
- Strong analytical, problem-solving, and client interaction skills.
Extracurricular Activities
Participated in NSS camps. Participated in AICUF Camps. Participated in KAIZEN and submitted improvement plans in the company.
Disclaimer
I Swapna Singareddy hereby declare that the above information and particulars are true to the best of my knowledge.
Timeline
Support Analyst
Google.com
11.2015 - Current
Software Support Engineer
AMAZON.COM
- 10.2015
Masters in Business Administration -
St. Ann`s PG College
Bachelors in of Science -
St. Pious Degree College
Intermediate (Bi.P.C) -
St Joseph`s Junior College
S.S.C -
St. E.A.S High School
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