Mallikharjuna R Yarava
Mississauga,ON
Summary
13 Plus years of IT experience, 8 years into development and 5 plus years into support.
Results-oriented Technical Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Highly focused on delivering excellent service and support in busy settings. Flexible Technical Support Engineer with five plus years of experience helping clients maintain smooth operations. Expertise in critical systems and production environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Technical Support Engineer
Cognizant Technology Solutions, CTS
01.2019 - Current
- Change Management -Experience with planning,coordinating and follow up approvals ,implementation of technical changes .
- Problem Management - Worked to identify the root cause on reactive/Proactive problems and prevent them .
- Documented support interactions in system for future reference and addition to knowledge base.
- Assist professional services teams in development and implementation of projects.
- Assist in creation of development and implementation documentation.
- Assist in performing internal testing as well as customer acceptance tests
- Ensure handover of customer customization projects from professional services to software support (after go-live).
- Investigate and isolate product documentation issues, code issues, configuration issues etc. on issues reported by the customer
- Arrange for bridge calls for critical issues for all parties to work together and provide workaround/resolution within agreed SLA.
- Escalate problems to the appropriate parties and assist in communicating the solution to the customer.
- Keep incident lifecycle and status updated via the bug /defect tracking tool until closure.
Senior Associate -Projects
Cognizant Technologies Solutions, India
11.2013 - 12.2018
- Participates in development and implementation of POS features and applications to support Operations and maintenance of POS system configurations and system images
- Collaborates with other IT teams to identify ways to increase support response time and end user satisfaction
- Trouble-shoot incidents reported by end-users, escalating where necessary to schedule system changes, and discussing resolutions with end-users in-order to arrive at permanent solution
- Analyze and understand incident trends,communicate with problem management for reducing issues/impact and drive efficiency in environment
- Experience working with Databases (Oracle or Microsoft SQL),Queuing solutions ( RabbitMQ ),Change Management Processes (ITIL) and Incident Management Systems,agile project environment
- Business use cases requirements collection from project support teams and providing automation solution
- Automation program design, development and code delivery towards requirements
Associate Software Engineer
Cognizant Technologies Solutions, India
01.2011 - 10.2013
- Designed, documented and executed maintenance procedures, including system upgrades and system backups
- Executed and monitored standards for user interfaces, page design using HTML5,C#,JavaScript,Visual Studio,CSS
- Liaised and collaborated with client teams, in effort to identify potential risks and areas of improvement in client deliverable and work products
- Performed complete planning, application development, verification, and risks involved in software projects
- Analyzed project requirements to find bugs and eliminate issues
Education
Master of Technology - Information Technology
Acharya Nagarjuna University
Guntur, AP2010
Skills
- Excellent problem solving skills/Issue Resolution/Technical support
- Troubleshooting and diagnostics
- Application support/Customer service expert
- Technical documents comprehension/Updates and upgrades
- With development experience in DotNet, JAVA, Robotic Process Automation (RPA) as primary skills set
- SQL Server, Oracle and SSIS skills as secondary
Certification
Microsoft Certified C# Developer
Certified OpenSpan Developer
Timeline
Lead Technical Support Engineer
Cognizant Technology Solutions, CTS
01.2019 - Current
Senior Associate -Projects
Cognizant Technologies Solutions, India
11.2013 - 12.2018
Associate Software Engineer
Cognizant Technologies Solutions, India
01.2011 - 10.2013
Master of Technology - Information Technology
Acharya Nagarjuna University
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