Summary
Overview
Work History
Education
Skills
Websites
Awards
Affiliations
Accomplishments
Certification
References
Work Availability
Work Preference
Quote
Software
Interests
Timeline
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Avi Sistla

Avi Sistla

Cumming,United States

Summary

Dynamic Product Support Engineer at Digital.ai with expertise in technical troubleshooting and cross-functional collaboration. Proven track record in streamlining support processes and enhancing customer satisfaction. Skilled in root cause analysis and effective communication, driving improvements in application performance and user experience. Committed to delivering innovative solutions and optimizing support workflows.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Product Support Engineer

Digital.ai
North Atlanta, Georgia
07.2016 - 06.2025
  • Manage incoming support inquiries using the Zendesk platform, focusing on issues related to the Agility and Digital.ia Platform applications.
  • Investigate and thoroughly document the range of technical challenges encountered by users, collaborating with external customers and internal Product, Development, and Quality Assurance teams.
  • Develop and refine support processes and procedures, clarifying responsibilities and streamlining workflows.
  • Route and escalate technical issues to the appropriate Quality Assurance and Development teams for root cause analysis and resolution.
  • Collaborate with the Development team to accurately document, prioritize, and monitor the progress of reported defects.
  • Provide clear and concise updates to customers regarding issue resolution progress, working collaboratively to ensure solutions are tested and accepted.
  • Develop and maintain comprehensive technical documentation, including network diagrams and knowledge base articles, for both internal and external solutions.
  • Partner with cross-functional teams and business units to ensure effective support and alignment with their needs.
  • Acquired in-depth knowledge of SSO principles to facilitate customer access to the Digital.ai suite through the new Platform application.

Business Analyst

TSYS
Alpharetta, Georgia
09.2015 - 07.2016
  • Diagnosed and resolved client-side and internal application issues through collaboration with customers and internal teams.
  • Analyzed and documented the scope of issues, including user impact, financial implications, and solution timelines.
  • Conveyed issue scope, impact, and resolution timeframes to clients, collaborating with them to test and approve solutions.
  • Led Scrum ceremonies, facilitating collaboration between QA and Development teams to ensure issue resolution and process adherence.
  • Facilitated daily stand-up meetings to monitor issue progress and remove impediments for various teams.
  • Documented and tracked application issues using Jira and Service Manager ticketing systems.
  • Developed and maintained documentation, network diagrams, and Wiki articles related to internal applications.
  • Collaborated with cross-functional teams to address their application-related needs.
  • Assigned issues to QA and Development for root cause analysis within the Production Support Group.
  • Developed process and procedure documentation to clarify responsibilities for the Business Analyst team in the support process.
  • Utilized Toad to execute queries against Oracle databases.

Production Support Engineer

Cardlytics, Inc.
Greater Atlanta Area
02.2015 - 09.2015
  • Responsible for trouble shooting issues with Cardlytics internal production systems and some client facing applications.
  • Provide root cause analysis and document issues and fixes for internal production systems and the client facing applications.
  • Work with the various business units to better support the internal apps and increase application uptime.
  • Work with the various business units and development teams to improve application functionality and design.
  • Create application related documentation for trouble shooting and informational purposes.
  • Use the Jira incident tracking system to create and manage trouble tickets.

Application / Operations Support Engineer

The Rainmaker Group
Alpharetta, GA
05.2012 - 02.2015
  • Work to identify, track and report on key infrastructure metrics.
  • Using industry tools such as Spotlight on SQL to gather data on infrastructure KPI’s. Analyzing the data to spot trends in application server, web server and database server performance.
  • Analyze and gathered data in an effort to help the application groups identify opportunities to improve application design and efficiency.
  • Responsible for creating the corporate desktop and laptop image. Used SmartDeploy and MS Hyper V to accomplish the task.
  • Created reports using SSRS to capture key performance metrics and use that information to diagnose issues and identify opportunities to improve performance for multiple applications.
  • Work with various groups within the company and with outside vendors to create better procedures and policies for onboarding new customers, change control, configuration and maintenance of all applications.
  • Assist in training new members of the Operations Support team.
  • Responsible for Tier 1 and Tier 2 application support including answering the support phone line, and monitoring the e-mail- and web-based ticket system.
  • Troubleshoot server-side application issues using remote desktop (RDP).
  • Log into client machines using GoTo Meeting to troubleshoot client-side application issues.
  • Work with management to improve the policies and procedures for the application support group.
  • Use the ticketing system to enter, update, and document incidents and resolutions.
  • Monitored and ensured completion of the LRO nightly processing for 200 clients.
  • Accurate diagnosis of errors caused by application-level or Windows operating system configuration or errors.
  • Use of SQL Enterprise Manager (SQL 2000) and SQL Server Management Studio (2005/2008) to troubleshoot basic data related issues.
  • Edited and maintained all of the XML based client configuration files.

Application Support

Conarc
08.2008 - 05.2012
  • Responsible for Tier 0 and Tier 1 application support including answering the support phone line, and monitoring the e-mail- and web-based ticket system.
  • Log into client servers and troubleshoot server-side application issues using remote desktop (RDP), VPN, Citrix, PCAnywhere, VNC, and other remote access software.
  • Log into client machines using GoTo Meeting to troubleshoot client-side application issues.
  • Work with management to improve the policies and procedures for the Support Team.
  • Use the ticketing system to enter, update, and document incidents and resolutions.
  • Prepare and configure Windows Server 2003 and 2008 for application-specific requirements.
  • Accurate diagnosis of errors caused by application-level or Windows operating system configuration or errors.
  • Resolve configuration issues with IIS such as configuring application pools, mapping application handlers, and editing web configuration files.
  • Use of SQL Enterprise Manager (SQL 2000) and SQL Server Management Studio (2005/2008) to troubleshoot basic database-related issues such as lack of database or network/host connectivity.
  • Write basic T-SQL and FoxPro queries to extract specific data from tables in order to troubleshoot data-related issues.

Associate Manager Desktop Support

AutoTrader.com
Atlanta Metropolitan Area
01.2007 - 07.2008
  • Handle any duties expected of an analyst and act as manager when the desktop support manager is not present.
  • QA the analysts tickets to make sure they are being resolved properly and in a timely manner.
  • Assign and track incoming projects for the group.
  • Handle escalations from team members.
  • Worked with management to improve the policies and procedures for the Desktop Support Group.
  • Onboard and train new analysts.
  • Managed Active Directory by adding and deleting computers. Also, responsible for enabling, disabling and extending user accounts. Use SMS to push software.
  • Act as a liaison between the Desktop Support Group and other departments in IT during interdepartmental projects or issues.

Supervisor Desktop Support

AutoTrader.com
09.2006 - 01.2007
  • Handle any and all duties expected of an analyst and act as manager when the desktop support manager is not present.
  • Monitor and assign open tickets to the analysts in the group.
  • Coordinate incoming projects and supervise them to completion.
  • Act as a point of escalation for the analysts and associates in desktop support.
  • Train new hires in desktop support on policies, procedures and technical matters.
  • Process new hire requests and terminations in a timely manner.

Desktop Support Analyst

AutoTrader.com
10.2001 - 09.2006
  • Responsible for solving any and all client related problems with our 600 internal users and 600 remote users.
  • Build and configure hardware for both internal and remote users.
  • Create software images for both internal and remote users.
  • Install software and hardware for remote and internal users.
  • Designed and maintained the Desktop Support Group intranet site.
  • Assist remote users in setting up high speed internet (cable and DSL), home networks (router configuration) and wireless home networks.
  • Travel to regional update meetings when major software updates or new hardware rollouts are done.
  • Write instructional documents for both users and desktop support analysts.
  • Responsible for vendor relations and for ordering equipment from various vendors (desktops, laptops and peripherals for the enterprise).
  • Organized and maintained the inventory store rooms.
  • Assist the desktop support manager in creating and enforcing new policies and procedures.

Education

Bachelor of Science (BS) - Parks, Recreation and Leisure Facilities Management

North Georgia College and State University
01.1999

Skills

  • Computer Hardware Troubleshooting
  • Technical troubleshooting
  • Issue escalation
  • Root cause analysis
  • Technical documentation
  • Customer service
  • Cross-functional collaboration
  • Process improvement
  • Data analysis
  • SQL querying
  • Zendesk management
  • Agile methodologies
  • Application support
  • Effective communication
  • Team collaboration
  • Training and onboarding
  • Software installation
  • Hardware support
  • New product support
  • Instruction writing
  • Hardware upgrades
  • ITIL framework
  • User training
  • System optimization
  • Adaptability
  • Project coordination
  • Multitasking capacity
  • Analytical thinking
  • Application installations
  • Project Management
  • Inventory Management

Awards

Lifecycle Support / Customer Comments

Affiliations

  • Avid Tennis Player
  • Avid Pickleball Player
  • PC Builder

Accomplishments

  • While at Digital.ai I was recognized for being an integral part of a large project to move our hosted customers off Ping Federated SSO and onto our Digital.ai Platform. During this project I worked with teams from some very well known, Fortune 500 companies and was able to complete the project in the allotted time. This was a big money saver for the company and big win for the Platform Team.

Certification

  • Scrum Master Certified

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureWork from home option

Quote

"There are things known and there are things unknown, and in between are the doors of perception."
Anon

Software

Zendesk

Salesforce

Sumo Logic

SAML Tracer

Service Now

SQL Server Management Studio

IIS

Interests

Tennis

Fitness

Family

Pickleball

Timeline

Product Support Engineer

Digital.ai
07.2016 - 06.2025

Business Analyst

TSYS
09.2015 - 07.2016

Production Support Engineer

Cardlytics, Inc.
02.2015 - 09.2015

Application / Operations Support Engineer

The Rainmaker Group
05.2012 - 02.2015

Application Support

Conarc
08.2008 - 05.2012

Associate Manager Desktop Support

AutoTrader.com
01.2007 - 07.2008

Supervisor Desktop Support

AutoTrader.com
09.2006 - 01.2007

Desktop Support Analyst

AutoTrader.com
10.2001 - 09.2006

Bachelor of Science (BS) - Parks, Recreation and Leisure Facilities Management

North Georgia College and State University

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