Bhavana Kengegowda

• Provide fast-paced SL2 technical support for all applications used by the Collateral business.
• Collaborated with senior leadership to develop a vision and plan for successful implementation of changes.
• Lead internal weekly change call to review changes, assess risk/impact of implementing the change,review impact on other services,confirm no other changes are scheduled on same infrastructure causing conflict,make decision on approving/rejecting changes and clarify action items or responsibilities for scheduled changes.
• Participate in CAB meetings to assess and recommend approval/rejection of proposed changes in timely manner
• Manage the estate of Windows and UNIX application and database servers with an emphasis on using & refining Geneos monitoring to proactively maintain stability.
• Lead the global team by helping them with resolving major IT issues in production.
• Recommending and implementing solutions to mitigate repeat product issues.
• Taking ownership and responding to open support tickets.
• Closing open support tickets by adhering to the production support service level agreements.
• Identifying and implementing automation opportunities to ensure success.
• Highly experienced supporting Trade and payment applications.
• Provide excellent service, manage relationship with stakeholders to deliver high quality service to the business.
• Work closely with the Collateral Operations team, Global Technology onshore & offshore Development teams, and various Technology teams.
• Create and manage high priority incident tickets. Work with members of the team and developers to resolve incidents, ensuring that affected users and management are always kept informed.
• Work with developers to validate software releases ensuring advanced warning, appropriate technical and user testing has been completed.
• Own problem tickets that have been raised for application set.
• Collaborate with technology partners to provide resolution for open problems or ensure that the appropriate parties have been tasked to solve it.
• Provide IT support and deal with business users on support or requirement gathering.
• In executing these duties, utilize Java, Python and Shell, Solace, TIBCO or MQ using JMS, Oracle Management, SQL scripts,performance management and a solid understanding of monitoring systems like ITRS Geneos, Netcool and Tivoli.
• Communicated with clients to define business objectives and present individualized solutions.
• Addressed technical issues and guided end users through resolution.
• Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
• Improved application performance through optimization of flow processes.
• Contributed to continuous improvement and quality assurance tasks.
• Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
• Increased productivity and reduced ksl rate by automating workarounds through ansible.
• Knowledge trained different team members on new technical tools which is useful to improve support process.
• Collaborated with multidisciplinary teams to design and implement new technology features.
• Explained project technical risks and benefits during project kick-off. Updated technical documentation, product specifications, and technical training materials.

• Provide fast-paced SL2 technical support for all applications used by the Collateral business.
• Collaborated with senior leadership to develop a vision and plan for successful implementation of changes.
• Lead internal weekly change call to review changes, assess risk/impact of implementing the change,review impact on other services,confirm no other changes are scheduled on same infrastructure causing conflict,make decision on approving/rejecting changes and clarify action items or responsibilities for scheduled changes.
• Participate in CAB meetings to assess and recommend approval/rejection of proposed changes in timely manner
• Manage the estate of Windows and UNIX application and database servers with an emphasis on using & refining Geneos monitoring to proactively maintain stability.
• Lead the global team by helping them with resolving major IT issues in production.
• Recommending and implementing solutions to mitigate repeat product issues.
• Taking ownership and responding to open support tickets.
• Closing open support tickets by adhering to the production support service level agreements.
• Identifying and implementing automation opportunities to ensure success.
• Highly experienced supporting Trade and payment applications.
• Provide excellent service, manage relationship with stakeholders to deliver high quality service to the business.
• Work closely with the Collateral Operations team, Global Technology onshore & offshore Development teams, and various Technology teams.
• Create and manage high priority incident tickets. Work with members of the team and developers to resolve incidents, ensuring that affected users and management are always kept informed.
• Work with developers to validate software releases ensuring advanced warning, appropriate technical and user testing has been completed.
• Own problem tickets that have been raised for application set.
• Collaborate with technology partners to provide resolution for open problems or ensure that the appropriate parties have been tasked to solve it.
• Provide IT support and deal with business users on support or requirement gathering.
• In executing these duties, utilize Java, Python and Shell, Solace, TIBCO or MQ using JMS, Oracle Management, SQL scripts,performance management and a solid understanding of monitoring systems like ITRS Geneos, Netcool and Tivoli.
• Communicated with clients to define business objectives and present individualized solutions.
• Addressed technical issues and guided end users through resolution.
• Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
• Improved application performance through optimization of flow processes.
• Contributed to continuous improvement and quality assurance tasks.
• Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
• Increased productivity and reduced ksl rate by automating workarounds through ansible.
• Knowledge trained different team members on new technical tools which is useful to improve support process.
• Collaborated with multidisciplinary teams to design and implement new technology features.
• Explained project technical risks and benefits during project kick-off. Updated technical documentation, product specifications, and technical training materials.

Support customers using Digital and Device products through intelligent
self-service solutions and Tech Support organization.

• Proficient in Device Platforms (Desktops, Laptops, Tablets, Mobiles,
  Gaming consoles, Streaming devices) and Digital Services (Videos,
  Music, Apps, Video Games, streaming content, Cloud Storage) and
  associated technical terminologies.
• Translate technical information / instructions into a simple language
  that would ensure seamless troubleshooting.
• Strong Problem-solving skills and detail oriented.
• Awareness of latest trends and developments in the technology
  industry.
• Responsible to apply knowledge to new situations.
• Collaborate with team members and customers to share knowledge.

Serve as a key member of software development team as a QA tester on development projects for account installation unit.

• Proficiency in ID'ing Test Scenarios, Creating and update Test cases,
  Test data, executing test cases, Logging and Tracking Defects in
  Quality Center.
• Responsible for writing, monitoring, executing and evaluating
  application tests with industry standard testing tools and scripting
  languages.
• Executed manual test cases for functionalities such as Entering new
  cases in excel files, user errors in database, Opening Application.
• Executed Test Cases using Pega Application Lifecycle management
  and updated the status in Quality Center and logged defects in JIRA.
• Creating custom SQL queries(Oracle)to extract necessary data from
  database.
• Work closely with the Business Analysts, formulating test plans,
  preparing test cases, executing the tests, and fully documenting and
  reporting the results.
• User Acceptance testing, Functionality testing, Regression testing,
  Performance testing, End-to-End System testing on BI applications.
• Assist Test Manager in managing day-to-day testing activities, such
  as test monitoring and status reporting at the end of the testing day.
• Collaborating with the other member of the team to ensure that
  testing is efficiently and effectively covering all possible testing
  scenarios.
• Developing Load testing scripts for performance testing by using
  Visual studio.
• Strong QA concepts including testcase development, test execution,
  test report sharing, Defect filing, following up with developers to
  close critical items.

• Provided information about insurance policies to clients and answered any questions or concerns they had.
• Negotiated terms of coverage with clients while maintaining profitability for the company.
• Adhered to industry regulations when selling insurance policies.
• Created persuasive presentations that highlighted the advantages of purchasing an insurance policy from our company.
• Collaborated closely with team members to develop effective marketing campaigns for insurance products.
• Resolved customer complaints promptly and efficiently to ensure customer loyalty.
• Evaluated current processes related to telesales operations, making recommendations for improvement where necessary.
• Initiated contact with potential customers through cold calls, emails and other communication methods.
• Participated in training sessions to stay up-to-date on product knowledge and industry regulations.
• Developed relationships with existing customers through regular follow-ups, providing updates on changes in policy benefits or cost savings.
• Managed outbound call campaigns using CRM software systems such as Salesforce or Zendesk Sell.

• Plan, create and deliver lectures in accordance with the pace of the class.
• Develop and lead student projects throughout the program.
• Foster an environment that is safe and collaborative through engagement and development of positive relationships.
• Meet weekly with Lead Instructor & President.
• Meet individually with students & provide weekly reports on progress
• Participated in the program evaluation process.