Kiran Chintalapudi
Sr. Product Support Engineer
Hyderabad
Summary
A professional with 10 years of experience in CRM Application Support and 5 years of experience in System Administration having good communication skills and ability to manage multiple tasks. Highly adopt in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Follows the escalation matrix in place, reach out to application teams if required, document the overall steps taken and communicate to all stakeholders to close the loop. Works well in team environments and displays strong work ethic. Experience managing bridge calls, and supporting end users.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Sr. Product Support Engineer
Concentrix
08.2018 - Current
- Responsible for overall day-to-day hands-on support of Windows Based Application Hosted IIS, Apache tomcat in production and non-prod environments.
- Troubleshooting application specific issues, installing, updating packages in Windows servers.
- Managing services, maintaining and managing log files, monitoring events, logs and troubleshooting system problems using Solar winds and Nagios tool and resolve for any reported issues.
- Installation and configuration Tomcat on windows machines as per user request.
- Experience implementing Azure services such as Azure Active Directory (AD), Azure cloud services, IIS, Azure Resource Manager (ARM),
Good working experience in DevOps, establishing E2E pipeline for MS Dynamics 365 platform using Power Platform tool. - Worked on Integrating the Security tools (Web inspect and SCA - Software Composition Analysis - Black Duck scan) for the web applications using Gitlab.
- Established continuous build environments to speed up software development.
- Created suitable DevOps channels across the organization.
Deployed new code base release to Dev, UAT, QA and Production Environments without manual intervention using Azure CICD for applications. - Worked with different teams on Application rollouts and server migrations.
- Experience in CICD tools like Gitlab, Azure Devops and Sonar code scan validations.
- Worked with NW team on the load balancer setup between the servers and installed SSL certs on the servers.
- Collaboration with application stakeholders to implement DevSecOps pipelines using gitlab.
- Demonstrate benefits of devsecops process to leadership
Application Support Lead
Convergys India Services
01.2016 - 07.2018
- Collections Window 2003 to 2008 OS Upgrade
- Collections Artiva Application Upgrade
- Collections CACHE DB Upgrade
- Collections Data Centre migration
- Collections Go Anywhere Upgrade
- Collections PCI (Payment Card Industry) Audit (Yearly)
- Collections CACHE DB Encryption key rotation (Yearly)
- Collections DRE Exercise (Yearly)
- Broad understanding of IT system policies, procedures and standards in implementing them.
- Ensuring support, maintenance processes to follow the defined SLA to maintain 99% uptime.
- Coordinate with the Support Team, in understanding the technical issues and provide them with suggestions and recommendations.
- Provide technical support and maintenance for Collections applications
Project support including life cycle implementation, implement plan documents, DEV, testing and PROD environment setup, CR ticket creation, Go Live implementations and
Production readiness check. - Upgrade/install SSL Certificate and application software's.
Maintain application Software's up to date and software inventory list.
Code release to test and PROD environments. - Responsible for day-to-day operations, production software implementations, customer requests, and operational efficiencies.
Support server upgrades/patching's and other changes, testing and sanity checks. - Mentor new joiners and resources working on offshore primary responsible systems.
- Involved in PCI Audit for collections application.
- Worked on Ticket trend reduction project and successfully decreased the workload for admin team by automating the code in Go Anywhere tool.
Application Support Engineer
Convergys India Services
06.2010 - 12.2015
- Supporting the Artiva and FACS Applications for any productions issues.
- Fixing the Artiva and FACS applications Bugs reported by the Operations and Client Services team.
- Automating the Data Admin work using multiple technologies as needed.
- Supporting Dialer Issues, Application Upgrades, OS Patches and DB Encryptions.
- Scheduling, Monitoring Artiva and Go Anywhere jobs.
- Troubleshooting the issues and Root Cause Analysis.
- Testing the Development items/tickets as per the client requirement.
Ensuring support, maintenance processes to follow the defined SLA to maintain 99% uptime of the IT Infrastructure. - Respond to operation monitoring events in test and production environments.
- Interprets alert issues and resolves, or coordinates the resolution to more complex production, application and system problems to ensure commitments met.
- Review Test case/scenarios doc.
- Maintaining issue logs, status reports plan.
- Monitoring the jobs and resolving the errors.
- Ensure seamless Onsite/Offshore communication.
- Conducting meetings with the customers at periodic intervals and discus with them on the reports that critical and risk.
Graduate Trainee
Convergys Info Mgmt. India
06.2009 - 05.2010
- Graduate trainee undergoes a structured training program within a company, learning various aspects of the business.
- Rotate through different departments, gaining hands-on experience, and often receive mentorship to develop skills.
- Understanding necessary for future roles in the organization.
Education
Master of Computer Applications - Computer Science
Osmania University
04.2006 - 05.2009
Skills
Ontario Systems Products (Artiva, FACS, Artiva Manager, Dialers)
Windows
SQL Server
Apache Tomcat
IIS
Azure DevOps
Gitlab CI
Azure Cloud
Application support
User Support
Teamwork and Collaboration
Excellent Communication
Multitasking
Timeline
Sr. Product Support Engineer
Concentrix
08.2018 - Current
Application Support Lead
Convergys India Services
01.2016 - 07.2018
Application Support Engineer
Convergys India Services
06.2010 - 12.2015
Graduate Trainee
Convergys Info Mgmt. India
06.2009 - 05.2010
Master of Computer Applications - Computer Science
Osmania University
04.2006 - 05.2009
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