SHIVANGI PRAKASH
Prayagraj
Summary
Application Support Analyst with a strong record, skilled in SQL and strategic planning. Achieved a 95% SLA by effectively resolving platform issues and improving system reliability. Expertise in database management and process optimization, dedicated to delivering high-quality customer service.
Overview
8
8
years of professional experience
Work History
Application Support Analyst
Q2 Holdings
Bengaluru
08.2024 - 01.2026
- Delivered customer service by resolving 4 or more platform issues daily for enterprise clients, achieving a 95% SLA, and an 8.5 or higher customer satisfaction.
- Diagnosed and resolved configuration issues by analyzing and updating structured data files, including YAML, JSON, and XML, enhancing system functionality and reliability.
- Leveraged AWS CloudWatch and Grafana for proactive monitoring and performance optimization. Investigated application errors by analyzing backend logs (Alexandria) and debugging Python/C# exceptions, contributing to bug fixes and backend resolution.
- Developed and optimized SQL queries using JOINS and sub-queries to retrieve, analyze, and validate financial data; created stakeholder-focused database reports tailored to enterprise needs.
- Reproduced and documented reported issues with CSR assist, collected diagnostic data such as HAR files, and browser console logs to assist in root cause analysis.
- Leveraged internal platforms (Qtools, Alexandria, Q2 Config, Q2 Console, Q2 Central, IDX, Q2 Smart), and external tools (Snowflake, AWS Cloud, Bitbucket, VMware Horizon, Nomad, Beef Text, NICE) to configure systems, process transactions, and perform in-depth data analysis.
- Investigated backend system issues by analyzing application and service logs stored in AWS through the Alexandria tool, enhancing system reliability and uptime.
- Collaborated with implementation, data services, engineering, and customer success teams, as well as cross-functional teams, to optimize processes and resolve escalations.
- Documented troubleshooting workflows and knowledge base articles for support enablement.
Application Support Analyst (Senior Associate)
Sutherland Global Services Pvt Ltd.
Bengaluru
01.2023 - 08.2024
- Provided technical support to effectively investigate and resolve incidents.
Diagnosed software application problems and identified known errors systematically. - Resolved production issues while adhering to established service level agreements.
- Recreated scenarios in a development environment to replicate issues precisely.
- Analyzed logs for error identification; supplied troubleshooting steps or implemented database changes as needed.
- Applied SQL expertise to analyze large financial datasets, offering insights for financial institutions.
- Executed queries for data correction based on detailed analysis of complex business requirements.
- Worked collaboratively with teams to address various support requests, ensuring prompt resolutions.
- Analyzed application performance and identified areas for improvement.
- Collaborated with development teams to troubleshoot software issues effectively.
- Trained end-users on application functionalities and best practices.
- Managed ticketing system to track and prioritize user support requests.
- Resolved customer queries via phone, email, chat, or remote desktop tools.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Handled user account access management, assigning credentials, distributing permissions and terminating defunct users.
Executive
Conneqt Business Solutions Ltd.
06.2020 - 01.2023
- Incident Management
- Application Support
- Build Performance
- Team reports & KEDB creation
- Evaluating the issues to diagnose the root cause & troubleshoot the production issues as soon as possible for stability of system.
- Established in 2004, Conneqt headquartered in Bangalore is India's leading Digital IT & BPM services provider, and a subsidiary of Quess Corp. At Conneqt we strive to help our customers in growing revenues, enabling efficiencies, and enhancing customer experience across industries.
Application Support & Maintenance
Livelihood Systems Pvt Ltd.
06.2018 - 06.2020
- Incident Management
- Application Support
- Build Performance
- Team reports & KEDB creation
- Evaluating the issues to diagnose the root cause & troubleshoot the production issues as soon as possible for stability of system.
- LHS specializes in technological and IT-related services such as product engineering, system integration, software training, etc. We put a strong focus on the needs of your business to figure out solutions that best fits your demand and nail it.
Education
Diploma - Software Engineering
NIIT
Jamshedpur12.2025
Masters of Arts - Journalism & Mass Communication
AMITY UNIVERSITY odl
01.2022
Bachelors of Commerce - Accounts Hons.
Karim City College
Jamshedpur01.2018
Senior Secondary -
Vidya Bharti Chinmaya Vidyalaya
01.2015
Higher Secondary -
Girls High School & college
Allahabad01.2013
Skills
- Oral and written communication
- Strategic planning
- Visual presentations
- Operating systems: Windows XP/7/8/10/11
- Microsoft Office suite
- Programming languages: Net, SQL, PL/SQL, T-SQL
- Database management systems: Oracle 10g, 11g
- Web technology: ASPNet
Internship
Tata Steel Ltd, Jamshedpur, NIIT trainee 2017-2018 responsibilities: • Investigation and diagnostics, identifying potential solutions for how to resolve an issue • Prioritizing multiple open issues • Attention to detail • Provided technical support for organizational-level application systems • Responded to general questions and trouble tickets in a timely manner
Hobbies and Interests
- Volunteering, community service or charity work.
- Photography
- Internet Surfing
- Adventure sports & activities
- Travel
References
Available on request.
Timeline
Application Support Analyst
Q2 Holdings
08.2024 - 01.2026
Application Support Analyst (Senior Associate)
Sutherland Global Services Pvt Ltd.
01.2023 - 08.2024
Executive
Conneqt Business Solutions Ltd.
06.2020 - 01.2023
Application Support & Maintenance
Livelihood Systems Pvt Ltd.
06.2018 - 06.2020
Diploma - Software Engineering
NIIT
Masters of Arts - Journalism & Mass Communication
AMITY UNIVERSITY odl
Bachelors of Commerce - Accounts Hons.
Karim City College
Senior Secondary -
Vidya Bharti Chinmaya Vidyalaya
Higher Secondary -
Girls High School & college