Ramanjulu Reddy

NICE Certified Technical Support Engineer with over 10+ years of experience in supporting NICE applications across hosted, on-premises, and cloud environments. Proven expertise in delivering exceptional support to global banking, insurance, and contact center clients, ensuring maximum customer satisfaction. Seeking to leverage extensive technical and professional skills to excel and grow in a new role as a professional support engineer.

Bringing 6.1 years of specialized experience as an application support engineer with NICE products, including NIM, ENGAGE, and NTR. Currently, handling WFM and PIMS applications on Linux and Azure platforms at NICE Systems since March 2014.

Professional Experience 

Tech Lead Support Engineer | October 2018– October 2022

Environment: Windows, UNIX, MS SQL Server, SQL Lite, Windows Clusters, Multicast, N+1 Solution, Multi and Single Data HUBs

Key Responsibilities:

• Operated as a Technical Support Engineer in 24/7 rotational shifts, providing comprehensive support for NICE Interaction Management (NIM), NICE ENGAGE, and NICE Trading Recording (NTR) systems.
• Monitored Sentinel alarms and took full ownership of issues from initiation to resolution.
• Conducted proactive health checks on a daily, weekly, monthly, and quarterly basis, ensuring system integrity and performance.
• Supported client administrators with configuration, administration, and user management within NICE systems.
• Automated and configured health check reports according to business requirements, minimizing manual effort.
• Provided the highest level of support to minimize R&D escalations and interfaced with various R&D groups, customer support teams, business partners, and customers globally to resolve high-level, business-impacting issues.
• Monitored and troubleshot system, disk, performance, and network issues, and identified recurring problems, working on root cause analysis (RCA) and resolutions.
• Adhered to escalation procedures and followed up with support and business partners to resolve issues within the SLA.
• Scheduled maintenance windows for systems and performed sanity checks post-activity to ensure system health.
• Validated environment and network settings on client machines, advising changes as necessary.
• Expertly troubleshot text log files using advanced tools and resolved monitoring issues like SNMP, DCOM, and WMI.
• Monitored SQL and analysis jobs, fixing issues in failed states, and performed configuration changes based on client requirements.
• Conducted health checks before business hours and proactively resolved issues as they arose.
• Documented all issues thoroughly and uploaded them to SharePoint team sites for future reference.
• Participated in daily and weekly status calls, engaging with customers and support groups to discuss open tickets.
• Managed client requests by adding and removing users in NICE systems, installing update packs, and applying hotfixes as suggested by R&D.
• Participated in Windows patching activities, performing health checks after completion, and ensuring system readiness for change activities.
• Cleaned logs based on client retention policies and wrote SQL queries and procedures to debug real-time issues.
• Took SQL database backups before implementing changes on NICE databases for disaster recovery.
• Deployed backup applications on UNIX boxes to recover from service file corruption, performed SQL data analysis for failed jobs, and fixed data gaps using update SQL statements.

1. NICE Interactive Solutions India Pvt. Ltd.

Application Support Engineer | March 2014 – October 2018

Environment: Windows, UNIX, Azure, MS SQL Server, Oracle-SQL
Tools & Technologies: Remedy, WISER, Salesforce, PagerDuty, Nagios, Postman, Bash, Shell Scripting, Ansible.

Key Responsibilities:

• Serve as an APS Technical Support Engineer in a 24/7 critical environment, providing support for PIMS (NPM & ICM) and WFM applications.
• Maintain, manage, and monitor remote servers running Unix/Linux.
• Build new servers, install various applications and programs, and create partition layouts based on build sheets.
• Extend partition space and manage swap partitions effectively.
• Utilize monitoring and management systems such as Wiser, PagerDuty, Salesforce, Nagios, and ITSM Remedy to identify and resolve issues.
• Build queries in MySQL and provide on-call coverage, resolving priority issues promptly.
• Manage the release, deployment, and maintenance support, ensuring smooth operation post-deployment.
• Interact with customers to resolve issues and provide comprehensive status reports on tickets to management.
• Participate in bridge calls to provide updates on application status and engage teams as needed to resolve issues.
• Create and modify control files based on business logic, and perform monthly and weekly activities, validating data using existing reports.
• Resolve user tickets within defined SLAs and respond to user queries efficiently.
• Demonstrate a strong drive and aptitude for learning new technologies and troubleshooting processes.

Project:

• NICE Performance Management: Enabled sales operations professionals to manage commission plan creation, administration, and payments, improve sales team productivity, and streamline performance management processes. Provided critical support to align sales operations with organizational goals and improve business results.

• Successfully led a team that improved system uptime by 15% through proactive monitoring and issue resolution.
• Automated critical health check processes, reducing manual workload by 30%.
• Played a key role in deploying and managing over 50 Azure VMs, optimizing resource allocation and system performance.

NICE WFM Fundamentals & Installation