Summary
Overview
Work History
Education
Skills
Key Skills
Timeline
Generic

Pooja Reddy P

Application Support Engineer
Toronto,ON

Summary

Insightful Application Support Analyst with 5+ years of experience specializing in managing, supporting, and optimizing complex applications and systems. Demonstrated expertise in troubleshooting, automating processes, and leveraging cutting-edge technologies such as Azure Cloud, IBM Cloud, SQL, Python, and Bash to enhance performance and reliability. Proven track record at ADP in optimizing AWS environments and executing critical application migrations, resulting in a 30% reduction in operational costs. Skilled in driving efficiency and scalability through innovative cloud solutions and automation, with a strong focus on improving system throughput, reducing downtime, and ensuring seamless integration and deployment. Committed to delivering exceptional service, with a keen emphasis on problem-solving, customer satisfaction, and continuous improvement.

Overview

6
6
years of professional experience

Work History

Application Support Engineer

ADP
09.2022 - Current
  • Delivered expert-level troubleshooting and resolution for client data and SaaS application issues, minimizing downtime and maximizing client satisfaction. Proficient in traditional SDLC, Agile, Scrum, and DevOps methodologies, with strong experience in CI/CD capabilities.
  • Managed successful integration projects between SaaS applications and enterprise systems, improving data synchronization and operational workflows.
  • Optimized database operations within AWS environments, improving transaction handling capacity.
  • Orchestrated company-wide migration of critical applications to AWS, leveraging EC2 and RDS, resulting in 30% reduction in operational costs and enhanced scalability.
  • Developed and maintained PL/SQL scripts for application support tasks, reducing manual intervention by 50%.
  • Conducted in-depth application performance analysis using Datadog APM (Application Performance Monitoring), achieving 25% reduction in latency and 20% improvement in system throughput.
  • Integrated Datadog monitoring into CI/CD pipelines to enable real-time performance tracking and automated quality checks, resulting in 15% reduction in production issues.
  • Collaborated with development, operations, and security teams to leverage Datadog insights for troubleshooting, root cause analysis and enhancing problem resolution.
  • Created and deployed custom alerting workflows and incident management procedures in Datadog, streamlining response processes and improving operational efficiency.
  • Developed and implemented Infrastructure as Code (IaC) using AWS CloudFormation and Terraform, streamlining deployment processes and reducing manual configuration errors by 40%.
  • Managed data migration and transformation tasks, ensuring accurate and efficient data transfer between systems using SQL scripts and ETL tools.
  • Integrated with RESTful APIs to automate data retrieval and processing from various sources, streamlining interactions with external systems using python.
  • Automated key tasks using Python and Bash scripts, resulting in 30% increase in operational efficiency and reliability.
  • Managed and processed large volumes of files and data using Bash commands and scripts, optimizing file operations and enhancing data processing efficiency.
  • Developed custom GitLab scripts for automating repetitive tasks, increasing operational efficiency and reducing manual errors.
  • Collaborated with third-party vendors to resolve Tier-3 incidents and operational issues related to cloud computing, LAN, and WAN infrastructure.
  • Developed standardized work processes, tools and methodologies to improve quality and profitability.
  • Designed software tools and subsystems to support reuse and domain analyses.
  • Met with internal and external customers to develop relationships and foster co-innovation opportunities.
  • Drove continual improvement in systems operations by building tools and automation.
  • Updated technical documentation, product specifications, and technical training materials.

Application Support Analyst

American Express
Montreal, Canada
01.2021 - 08.2022
  • As a application support engineer, worked on technically challenging areas of networking, compute, VMs and storage of Azure Cloud to resolve customer problems on a timely manner.
  • Managed and created storage account in Azure Portal. Worked on creating images of Virtual Machines and attaching disk storage to them. Also managed virtual network endpoints for these hosts on Azure Portal.
  • Created and implemented a comprehensive cloud security monitoring system with Azure Security Center, reducing incident response time by 70%.
  • Automated deployment and scaling of infrastructure by developing and managing ARM (Azure Resource Manager) templates, streamlining provisioning processes and enhancing operational efficiency.
  • Developed and maintained custom SQL-based reports and dashboards, integrating with reporting tools such as SQL Server Reporting Services (SSRS) and Tableau.
  • Developed SQL scripts for routine database maintenance tasks, including backups, data integrity checks, and report generation, enhancing operational efficiency and reliability.
  • Developed Bash scripts to automate system configuration tasks, such as software installations, system updates, and network settings, ensuring consistent and accurate configuration changes across multiple servers.
  • Developed a set of PowerShell scripts to automate routine system checks, conserving roughly 6 hours of manual work per week.
  • Developed and implemented end-to-end CI/CD pipelines using Azure DevOps, automating build, test, and deployment processes for multiple applications, leading to a 35% reduction in deployment time.
  • Worked on Microsoft Azure Cloud to provide IaaS support to client. Create Virtual Machines through Power Shell Script and Azure Portal.
  • Leveraged Azure Monitor to implement alerts, develop dashboards, and configure logs, enabling proactive issue identification and resolution to maintain high system reliability and performance.
  • Gained expertise in integrating SaaS applications with Azure services, including Azure Active Directory, to enable single sign-on (SSO) and streamline identity management processes.
  • Developed and implemented procedures for incident management and resolution, including root cause analysis and post-mortem reporting, to enhance response strategies and operational efficiency.
  • Monitored and analyzed key performance indicators (KPIs) for SaaS applications, including response time, uptime, and transaction volumes, to drive performance improvements and ensure service excellence.
  • Managed and secured data source credentials using Grafana’s built-in secrets management and external vault solutions, preventing unauthorized access and ensuring data integrity.
  • Conducted regular reviews of Grafana's audit logs to monitor user activity and ensure adherence to security policies and compliance requirements.
  • Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
  • Communicated technical development stages and provided design support to stakeholders.
  • Supported software integration and implemented maintenance enhancements.

Technical Support Analyst

IBM
08.2018 - 12.2020
  • Provisioned and managed IBM Cloud resources, including virtual servers, storage solutions, and networking components, to ensure optimal performance and scalability of applications.
  • Leveraged IBM Cloud DevOps tools and services, including IBM Cloud Continuous Delivery, to automate application deployment pipelines and develop CI/CD workflows, ensuring streamlined and reliable application releases.
  • Coordinated a seamless transition of network infrastructure from Python to JavaScript, increasing customer satisfaction levels by 18%.
  • Assisted in developing an automated ticketing system using Java, improving support operations response time by 35%.
  • Automated routine database maintenance tasks with SQL queries, reducing manual effort by 20% and increasing the reliability of database operations.
  • Developed and tested Bash restore scripts to rapidly recover data and system configurations, reducing recovery time and ensuring business continuity in event of failure.
  • Managed integrations between SaaS applications and other systems to streamline workflows and facilitate seamless data exchange, enhancing operational efficiency.
  • Designed and implemented custom KPIs in Geneos to monitor application performance, including response times, transaction rates, and error rates, enhancing visibility into system health and performance.
  • Utilized advanced visualization features in Geneos, including dynamic graphs, gauges, and tables, to effectively represent and analyze data, improving insights and decision-making.
  • Developed custom Power BI visuals using Python scripts to enhance data storytelling capabilities, incorporating advanced analytics and sophisticated visualizations.
  • Utilized issue tracking systems such as Jira and ServiceNow to efficiently manage and resolve support tickets, ensuring timely resolution and effective issue management.
  • Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
  • Tracked problematic system errors by implementing various user support tracking metrics.
  • Curated best-practice cloud security guidelines adopted by key industry players, establishing the company as a thought leader in cloud security.

Education

Bachelor of Science -

Sathyabama University
Chennai, India
06.2018

Skills

    Programming & Scripting: Python, PowerShell, Bash, Java, Linux, Javascript and Ruby

    Cloud Platforms: AWS, Azure, IBM Cloud

    Databases: PostgreSQL, MySQL, MongoDB, Microsoft SQL Server

    Monitoring Tools: Geneos, Grafana, Zabbix, Datadog, Dynatrace

    DevOps Tools: Docker, Kubernetes, Jenkins, GitLab CI

    Data Engineering: ETL, Data Pipelines, Real-time Data Processing

    Ticketing Systems: JIRA , ServiceNow, Zendesk, Dynamics 365

    Networking: TCP/IP, DNS, DHCP, VPN, Firewall Configuration (Cisco, Juniper)

    Operating Systems: Windows Server, Linux, Android, Unix

Key Skills

Data Analysis | Technical Support | Information Technology Solutions | User Experience | Quality Assurance

Testing | Project Management | Programming | Computer Networks and Infrastructure | Problem Solving

Timeline

Application Support Engineer

ADP
09.2022 - Current

Application Support Analyst

American Express
01.2021 - 08.2022

Technical Support Analyst

IBM
08.2018 - 12.2020

Bachelor of Science -

Sathyabama University

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Pooja Reddy PApplication Support Engineer