Manbahadur
Hyderabad
Summary
Dedicated application support engineer with extensive experience in providing high-level technical assistance. A proven track record in leading shifts, managing escalations, and resolving urgent incidents efficiently. Skilled in overseeing application health, performance, and capacity, while guiding and mentoring team members. Expertise in troubleshooting complex issues, managing ticketing processes, and maintaining service thresholds in a24x7 environment. Adept at investigating alerts, providing system maintenance, and supporting unique customer environments. Committed to continuous improvement, staying current with industry advancements, and ensuring seamless application support.
Overview
5
5
years of professional experience
Work History
Application Support Engineer
Wipro Technologies
09.2020 - 09.2022
- Monitor client applications' health, performance, and capacity to proactively address potential issues
- Handle ticket management, including assignment, tracking, and reporting, to ensure timely responses and resolutions
- Oversee and manage incidents and service-related issues, ensuring prompt and effective resolution
- Provide expert technical guidance and oversight to ensure team members perform at their best
- Mentor and educate less experienced team members to foster their growth and improve team performance
- Maintain runbook and/or job-aids based on known issues or incidents
- Escalate incidents or issues to specified teams when escalation criteria are met
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
Technical Support Specialist
Techkapp Solutions
09.2018 - 05.2020
- Personal Identifiable Information (PII) removal methods for several automotive types and models
- Uploading instructions to the Google Cloud Portal (GCP) database with PyCharm
- Managing client inquiries about the privacy4cars app, giving access to the P4C mobile app, reporting portal (DISTA), testing app functionalities, and determining the underlying cause of difficulties
- Mismatched Vehicle Identification Number (VIN) push to AIMS and instruction replications via Postman
- Investigating mobile app issues on Android and iOS devices to determine the underlying cause and solution
- Using JIRA application to track escalated tickets and document actions
- Diagnosed complex network problems by gathering information from multiple sources
- Regression testing also involves manual testing of UI, Mobile apps after the release of new updates and report the test results to the development team
- Tested new software releases to ensure compatibility with existing applications and hardware configurations
- Collaborated with other departments to resolve client inquiries efficiently and effectively
- Created and maintained technical documentation
- Completed all documentation requirements in alignment with department policies
Technical Support Engineer
Wipro Private Limited
04.2017 - 08.2018
- Root cause analysis and resolution of all technical and non-technical issues for international customers via emails and calls
- Wipro integration with other software such as Storis, Profit, and Myriad
- Modify the HTML code on the web portal to meet the needs of the client
- Able to work with data formats such as XML, CSV, and JSON
- Investigated mobile app issues on Android and iOS devices to determine the underlying cause and solution
- Troubleshooted, updated account configuration, reviewing activity in the platform to optimize clients' business structure
- Resolved issues by gaining remote control over Zoom and GoToMeeting sessions
- Shared best practices and industry knowledge across verticals
- Communicated product enhancement to clients
- Used Zendesk application to track support tickets and document actions
- Collaborated with IT team members to develop innovative solutions to resolve customer issues in a timely manner
- Tested new software releases prior to deployment in production environment, ensuring compatibility with existing infrastructure
Education
Civil
Scient Institution Of Technology
Hyderabad04-2016
Skills
- Application testing
- Issue Research
- Root cause identification
- Incident Management
- Problem-solving abilities
- Support SOP Writing
- Team Collaboration
- Atlassian JIRA
- HTML and XML
- Application Testing
- Logs Monitoring
- Software Integration
- API Testing
- Quality Assurance
Timeline
Application Support Engineer
Wipro Technologies
09.2020 - 09.2022
Technical Support Specialist
Techkapp Solutions
09.2018 - 05.2020
Technical Support Engineer
Wipro Private Limited
04.2017 - 08.2018
Civil
Scient Institution Of Technology
Similar Profiles
Sourav PalSourav Pal
Senior Software Engineer at Wipro Technologies, WiproSenior Software Engineer at Wipro Technologies, Wipro
Abhishek PawarAbhishek Pawar
Financial Analyst at Wipro TechnologiesFinancial Analyst at Wipro Technologies
PRIYANKA GOPUPRIYANKA GOPU
Manual QA Engineer at Wipro TechnologiesManual QA Engineer at Wipro Technologies