Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Shirisha Etikota

Bangalore

Summary

Dynamic L2 Production/Application Support Associate at TCS with expertise in SQL and exceptional problem-solving abilities. Successfully enhanced user satisfaction through effective training and advanced troubleshooting. Proficient in incident and change management, fostering collaboration and knowledge sharing to drive operational efficiency and customer service excellence.

Overview

3
3
years of professional experience

Work History

Associate System Engineer

TCS
Bangalore
02.2022 - Current

Project : Barclays

Role : L2 Production/Application Support Engineer.

Key Responsibilities:

  • Provided training sessions for users on how to use specific applications effectively.
  • Good experience in handling various production support roles (technical) and hands-on experience
    in using at least 2-3 widely used monitoring tools
  • Conducted regular maintenance checks on software systems to identify any bugs or malfunctions.
  • Resolving customer complaints regarding application usage, or installation issues.
  • Performed root cause analysis when dealing with complex application errors or system failures.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Handling escalated issues, performing advanced troubleshooting, and contributing to a knowledge base by documenting solutions and best practices to improve overall support efficiency, and knowledge sharing.
  • Resolving escalated issues and complex problems that L1 support cannot handle requires in-depth knowledge and problem-solving skills to diagnose and fix technical issues.
  • Having Good Experience on Incident Management, Change Management.

Education

B. Tech - Mechanical Engineering

Indian Institute of Information Technology
RK Valley
08-2022

Skills

Technical skills:

  • Database: SQL
  • Operating systems: Windows, Linux
  • Cloud Platforms: GCP
  • Monitoring Tools: ITRS Geneos, Autosys

Hard skills:

  • Change management
  • User training
  • Incident management
  • Problem solving
  • Troubleshooting and Root Cause Analysis
  • Knowledge sharing
  • Collaboration and Communication Skills
  • JIRA & Confluence

Soft skills:

  • Communication and interpersonal skills
  • Collaboration and teamwork
  • Time management and prioritization
  • Adaptability and flexibility
  • Customer Service Orientation
  • Continuous Learning and Self-Development

Accomplishments

  • Awarded for outstanding performance: This award is a true reflection of the commitment and passion I have for my work
  • Best Knowledge Transfer Initiative: Awarded for creating & documenting Knowledge base Articles and Conducting over 15 Knowledge Transfer sessions leading to increased team Knowledge.
  • Customer Satisfaction Excellence : Achieved 95% customer satisfaction rate through dedicated problem solving and effective support.

Languages

Telugu
First Language
English
Proficient (C2)
C2
Kannada
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1

Timeline

Associate System Engineer

TCS
02.2022 - Current

B. Tech - Mechanical Engineering

Indian Institute of Information Technology

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Shirisha Etikota