Vamsee Sagar Dunga
Senior Technical support Lead
Bengaluru
Summary
- A highly skilled Technical Support Lead with over 12.9 years experience in the IT industry.
- Proficient in managing technical support teams, providing customer support, troubleshooting technical issues and ensuring timely resolution of problems.
- Possesses excellent communication and interpersonal skills, with a proven track record of exceeding customer expectations.
- Provide an extensive support on maintaining the DevOps tickets.
- Having experience on working with MongoDB maintenance like DB backup and restorations.
- Support on the Service bell alerts and involve on requirement gathering.
- 2 years of experience in RPA Automation Anywhere Technical Support Engineer.
- Working knowledge of Automation Anywhere for developing front office and back office robots with AA command line and support to end customers on RPA platform Automation Anywhere Enterprise 10.x, 11.X and A360 (A2019).
- Involved in process automation collaborations with business users globally to Analyze business processes, recommend RPA based solutions for the processes, and develop robots using Automation Anywhere software.
- Hands on experience in Robotic Process Automation RPA with different platforms and successful implementation in Production environment.
- Provide RCA with a detailed chronology for major incidents and outages. Comprehensive documentation including product analysis of defect, elaborating the root cause and possible resolution for the defect or enhancement raised with Engineering Team.
- Provide additional information that would help Engineering team to fix and test the problem effectively. Technical reference point during software implementation/upgrades. Proactive & positive multitasking ability with focus on problem solving and delivering solutions under strict deadlines.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work History
Technical Support Lead
SLK Softwares Pvt Ltd
06.2022 - Current
- Avo Automation Support Lead, Salesforce ticket monitoring, Service bell alerts monitoring, DevOps ticket maintenance.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Led migration projects from legacy systems to modern platforms, minimizing downtime while ensuring seamless transitions for customers'' businesses operations.
- Reduced call wait times by implementing effective call routing strategies and prioritizing urgent cases.
- Created detailed reports on team performance, presenting findings to senior management for strategic decision-making processes.
- Tracked KPIs and created continuous improvement plans.
- Implemented monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Worked on OCI infrastructure and on Linux platform.
- Offered assistance in implementing and developing training programs.
- Researched and identified solutions to technical problems.
- Streamlined workflow for the technical support team, optimizing productivity and performance
RPA support Engineer
Automation Anywhere Pvt LTD
04.2020 - 05.2022
- Performed on RPA Support Automation Anywhere Enterprise edition for 10.X, 11.X and A360 (A2019).
- Implemented technical solutions to solve customer issues and increase satisfaction
Application Support Engineer
Summit IT Solutions pvt limited
12.2017 - 04.2020
- Summit Product (ITIL tool), IIS 7.0, SQL Server 2008, Windows Service.
Senior Associate
Wipro Infotech Pvt Limited
09.2016 - 12.2017
- ANZ banking, IIS 7.0, SQL Server 2008, Windows Service, OneSumx, Qlick view.
Senior Software Engineer
Wipro Infotech Pvt Limited
08.2011 - 09.2016
- EHelpline (ITIL Tool), IIS 6.0/7.0, SQL Server 2005/2008, eAsset.
Education
B.Tech (Computer Science) -
JNTU
Amalapuram 07.2005 - 04.2009
Higher Secondary -
Sri Chaitanya Junior College, A.P
Amalapuram 06.2003 - 04.2005
SSC -
Mother Teresa Public School
Amalapuram 05.2002 - 04.2003
Skills
Automation Anywhere Enterprise edition for 10X, 11X and A360 (A2019) (AA IQBOT, AA BOT Insight Control Room, Client, Bot Agent)
Windows
SQL server 2005, 2008, 2008R2, 2012
SQL server 2005, 2008, 2008R2, 2012
Linux Operating Systems
ITSM
OCI Infrastructure
Clientexperience
- Avo Automation, Technical support Lead, Avo Automation V22.3.0, Manage a team of technical support specialists and ensure timely resolution of customer issues. Analyze technical problems and provide effective solutions to customers. Develop and implement processes to streamline technical support operations. Collaborate with cross-functional teams to resolve complex technical issues. Train and mentor team members to improve their technical expertise and customer service skills. Ensure compliance with company policies and procedures. Continuously monitor customer satisfaction levels and implement measures to improve customer experience. Assisting with technical training for new team members. Provide support for Devops integration with sales force., On prem and OnCloud
- Automation Anywhere, RPA Support, Automation Anywhere Enterprise edition for 10.X, 11.X and A360 (A2019), RPA Support with IQBOT (V11 and A360 (A2019)) and AA commands. Working on IQBOT with documents like Scanned and Handwritten texts and other languages. Working on Control room and Control room administration. Understanding of Bot execution and its performance. Working with partners and customers and setting up the environments for 10.X, 11.X and A360 (A2019). Responsible to handle all support requests on 11.X, A360 (A2019), Bot Insight, IQBot. Interaction and co-ordination with various teams for faster resolution. Responsible for End-to-end support of customer issues on all commands available. Responsible to work and implement the changes across the environments. Configuring BOT Insight dashboards, IQBOT and Human bot collaboration servers. Apply Patches or quick bug fixes shared by products teams for defect fixes. Analyze enhancement request and report to Products team for respective enhanced features. monitoring day to day resolution closures and case aging to ensure timely resolution of Incidents within SLA. Documenting all critical and ongoing issues and provide chronology for MIM. comprehensive documentation including product analysis of defect, elaborating the root cause and possible resolution for the defect or enhancement raised with development team. Provide additional information that would help Development team to fix and test the problem effectively. Technical reference point during software implementation/upgrades. Work to contribute and improve the End User experience. Track each individual issue with a detailed documentation., Automation Anywhere versions (V10, V11 and A360 (A2019))
Trainingandtriages
Have trained the new members in the team on Application and Automation tools. Training provided on Bot Insight and IQ Bot (cognitive platform), AARI
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief.
Timeline
Technical Support Lead
SLK Softwares Pvt Ltd
06.2022 - Current
RPA support Engineer
Automation Anywhere Pvt LTD
04.2020 - 05.2022
Application Support Engineer
Summit IT Solutions pvt limited
12.2017 - 04.2020
Senior Associate
Wipro Infotech Pvt Limited
09.2016 - 12.2017
Senior Software Engineer
Wipro Infotech Pvt Limited
08.2011 - 09.2016
B.Tech (Computer Science) -
JNTU
07.2005 - 04.2009
Higher Secondary -
Sri Chaitanya Junior College, A.P
06.2003 - 04.2005
SSC -
Mother Teresa Public School
05.2002 - 04.2003