Tejeswar Reddy
Greater London
Summary
Results-driven IT professional with over 8 years of experience, specializing in the configuration, implementation, and support of AppDynamics solutions. Proven track record in enhancing system observability and performance for diverse clients. Expertise in troubleshooting, performance tuning, and collaborating with technical teams to integrate systems seamlessly. Recognized for delivering top-tier application support with a commitment to staying updated on the latest technologies. Seeking to leverage these skills in a new role as an AppDynamics Professional Implementer. Collaborating with clients and development teams to resolve application issues promptly. Proficient in incident analysis, troubleshooting, proactive monitoring using AppDynamics. Highly skilled in maintaining effective communication, conducting daily checks, and ensuring optimal application performance. Recognized for resolving 500+ issues with a 98% customer satisfaction rate and achieving a 96% SLA in my previous role. Proficient in Jira for support ticket tracking, SQL for database queries, and One Note for documentation, reducing resolution time by 30%. Seeking new challenges to continue delivering top-notch application support services and contribute to organizational success.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Application Support Analyst
APCOA Parking
07.2023 - Current
- As an Application Support Specialist, I play a pivotal role in harmonizing parking, sustainable mobility, and urban life via advanced technology, overseeing services for Hillingdon, Bromley, Bexley councils, and East Herts
- Proactively collaborate with clients and development teams to swiftly troubleshoot application issues, ensuring seamless functionality
- Assume ownership of incident logging alongside the 1st line team, orchestrating a streamlined resolution process for maximum efficiency
- Orchestrate daily calls with the internal team to maintain a comprehensive overview of ongoing incidents, monitor progress, and address pending resolutions
- Institute a robust escalation framework for critical issues, guaranteeing prompt elevation to higher support tiers for resolution
- Integrate technical expertise with clear and concise communication to deliver exceptional application support services, driving organizational success
- Conduct regular audits and assessments of application performance, identifying areas for optimization and implementing solutions to enhance overall efficiency
- Provide comprehensive training and guidance to end-users to ensure proficient utilization of supported applications, fostering user satisfaction and maximizing system effectiveness
- Collaborate closely with cross-functional teams to facilitate seamless integration of new applications and updates, ensuring minimal disruption to business operations
- Maintain up-to-date documentation and knowledge bases to support efficient troubleshooting and knowledge transfer within the support team and across the organization.
Technology Analyst
Infosys
Hyderabad
06.2019 - 07.2023
- The Microsoft CEE Team is integral in ensuring seamless operations across our e-commerce platforms, bridging the gap between business groups, developers, finance, and frontline support
- Our primary focus lies in supporting end-to-end product payment processes, including both commercial services like Azure and Office Suite, and consumer products like Xbox and Microsoft Store
- We also oversee the settlement and reconciliation of millions of financial transactions daily, ensuring accuracy and efficiency
- Configured and implemented tailored AppDynamics solutions to enhance the observability and performance capabilities of our clients' systems
- Collaborated closely with clients to understand their specific needs, ensuring that AppDynamics configurations met their unique requirements
- Worked with internal and external technical teams to smoothly integrate AppDynamics with existing systems, optimizing performance monitoring
- Provided best-practice guidance for deploying and utilizing AppDynamics, ensuring clients achieved maximum benefit from the platform
- Engaged in extensive troubleshooting and performance tuning, resolving over 500 issues and handling 50+ Live Site Incidents to ensure optimal system operation
- Analyzed incident data to identify underlying causes, proposed effective resolutions, and eliminated recurring issues, contributing to a 98% customer satisfaction rate
- Managed change requests and collaborated with project managers to prioritize and address key issues, ensuring projects stayed on track
- Utilized tools like Jira for support ticket tracking and OneNote for documentation, achieving a 30% reduction in resolution time and enhancing overall team efficiency
- Provided training on new application features and AppDynamics updates, leading to a 50% reduction in support requests and improved client satisfaction
- Maintained up-to-date knowledge of the latest AppDynamics and related technologies to deliver cutting-edge solutions and support to our clients.
Software Engineer
H-Line Soft Information Technology Pvt. Ltd
Hyderabad
05.2016 - 07.2019
- It operates in over 160 countries through 755 agencies, it designs and implement intelligent solution to take care of your cargo right across the supply chain
- Analysed requirements and prepared reports and dashboards using MicroStrategy reporting software
- Demonstrated advanced proficiency in data visualization techniques, creating intuitive dashboards for real-time sales and customer data
- Collaborated with cross-functional teams to gather and analyze data, providing valuable insights to improve business operations
- Developed database objects, such as tables, views, and materialized views, using SQL
- Supported the testing team in identifying and resolving defects, ensuring timely and efficient issue resolution.
Education
B.E -
Vinayaka Missions University
06.2009 - 04.2013
Skills
- Product Management & Ownership:Product management
Roadmap development
Backlog grooming
Sprint planning
Stakeholder engagement
Product lifecycle knowledge
User experience understanding
Business analysis
Requirements gathering
Change management
- Agile & Project Methodologies:Agile methodologies
SCRUM principles
JIRA
- Technical Skills:AppDynamics Configuration & Implementation
ServiceNow
SQL knowledge
Information Technology
ITIL understanding
- Problem-Solving & Analysis:Analytical Thinking
Troubleshooting (Problem Solving)
Incident Management
Data-Driven decision making
- Communication & Client Satisfaction:Communications
Outstanding communicator
Customer Satisfaction
Certification
SAFe 6 Product Owner/Product Manager
Languages
English
Timeline
Application Support Analyst
APCOA Parking
07.2023 - Current
Technology Analyst
Infosys
06.2019 - 07.2023
Software Engineer
H-Line Soft Information Technology Pvt. Ltd
05.2016 - 07.2019
B.E -
Vinayaka Missions University
06.2009 - 04.2013
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