Amulya Chava
Bellevue,WA
Summary
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce
12.2023 - Current
- Resolve complex customer issues end-to-end by leveraging deep Salesforce expertise for debugging, troubleshooting, and root-cause analysis, consistently reducing time to resolution, and improving overall customer satisfaction.
- Guide customers on Salesforce best practices, provide expert feature explanations, and enhance self-service success by contributing to product documentation and user resources.
- Collaborate closely with Product Engineering and cross-functional teams to research, document, and prioritize critical bugs and feature requests, ensuring timely escalations, and effective case management.
- Recognized by leadership and peers for exceptional teamwork and support; consistently assisting colleagues, providing expert guidance, and fostering a positive team culture, while simultaneously exceeding individual performance goals.
Application Development Analyst
International Paper
10.2019 - 12.2023
- Involved in the Software Development Life Cycle (SDLC) for documentation, designing, and the system development phase.
- Provide guidance for the evaluation of the software application according to the client’s requirements.
- Analyze and review enhancements for compatibility, and perform integration testing.
- Collaborate with the development team, business analysts, and architects to create high-value products.
- Prepare and document the status report, records, and training materials for customers.
- Participate proactively in developing and maintaining team engineering best practices, such as test automation, test-driven development, and continuous integration/continuous deployment (CI/CD).
- Monitor the application for compliance with IT standards and policies.
- Manage the allocation and implementation of tasks, and provide support in project plan development.
- Work across cross-functional teams to understand project dependencies, risk management, change management, and ensure the identification and resolution of any problems.
- Collaborate with the QA team to create test plans, analyze test cases, identify issues, and escalate them to the appropriate teams.
- Provide on-call support coverage when needed.
Application Development Analyst
Uline
03.2019 - 08.2019
- Coordinate with a team of IT professionals to set specifications for new applications.
- Understand client requirements, and translate them into application features.
- Design mockups according to the app specifications.
- Perform functional and non-functional testing for the application features.
- Evaluate existing applications to reprogram, update, and add new features.
- Develop documents and handbooks to precisely represent the application design and functionality.
- Coordinated with multiple ART (Agile Release Train) teams for effective product and solution demos, enabling feedback from stakeholders.
- Monitor and support the integration and release plan from the planning to the execution phase through release.
- Collaborated with cross-functional teams to mitigate any risks, issues, and conflict resolution.
- Troubleshoot and debug the application using the necessary tools.
Application Development Analyst
Tekinvaderz LLC
12.2018 - 03.2019
- Collaborate with the rest of the team to ensure applications align with the organization’s goals, as well as the customer needs.
- Stay on track of the application life cycle to ensure necessary updates are completed on schedule.
- Carry out regular performance and security checks.
- Remain updated on current technology trends to keep the software as innovative as possible.
- Improve the overall application development process, and find ways to develop the apps.
- Administer the performance of applications to ensure that they are operating properly.
Business Analyst
First Consulting Group LLC
07.2018 - 12.2018
- Coordinated scrum activities, like sprints, retrospective meetings, and daily scrum.
- Managed and provided metrics and health status reporting, ensuring transparency to all stakeholders.
- Worked with the product owner to align teams with the product vision, sprint goals, and other necessary information.
- Elicited requirements using document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, business analysis, task analysis, and workflow analysis.
- Proactively communicated and collaborated with external and internal customers to analyze information needs, functional requirements, and deliver the needed artifacts.
- Facilitated meetings with developers and subject matter experts to establish the technical needs.
- Coordinated with the QA team and defined the testing strategy and risks.
- Provided significant contributions in the testing and debugging of new software, or enhancements to existing software.
Education
Master of Science - Information Technology Management
Campbellsville University
Campbellsville, KY03-2023
Master of Science - Technology Management
University of Bridgeport
Bridgeport, CT05-2018
Skills
- Customer Support
- Technical Documentation
- Software Development Lifecycle
- Quality Assurance
- Business Analysis
- HTML, CSS
- SQL Server
- Agile Methodology
- CI/CD
- GIT
Certification
- Salesforce Certified AI Associate
- Salesforce Certified Agentforce Specialist
- Salesforce Certified Data Cloud Consultant
- Salesforce Certified Sales Cloud Consultant
- Salesforce Certified Platform Administrator
- Salesforce Certified Platform Administrator II
- Salesforce Certified Platform App Builder
- Salesforce Certified Platform Sharing and Visibility Architect
Timeline
Technical Support Engineer
Salesforce
12.2023 - Current
Application Development Analyst
International Paper
10.2019 - 12.2023
Application Development Analyst
Uline
03.2019 - 08.2019
Application Development Analyst
Tekinvaderz LLC
12.2018 - 03.2019
Business Analyst
First Consulting Group LLC
07.2018 - 12.2018
Master of Science - Information Technology Management
Campbellsville University
Master of Science - Technology Management
University of Bridgeport