Diveena Anto Nella
Houston,TX
Summary
Experienced Technical Support Engineer with a strong background in software development and system analysis. Proven ability to troubleshoot and resolve complex technical issues, enhance software efficiency, and improve customer satisfaction. Skilled in SQL, Agile methodologies, and full-stack development with expertise in API integration and project coordination. Adept at collaborating with cross-functional teams to drive business process improvements and deliver tailored solutions. Holds a Master's degree in Information Technology and certifications in Data Science and Generative AI.
Overview
5
5
years of professional experience
5
5
Certification
Work History
Technical Support Engineer
Heartland Restaurant Group
07.2024 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Enhanced security protocols, conducting thorough audits and implementing necessary updates to safeguard against potential threats.
System Analyst
Propel Solutions Inc
02.2023 - 06.2024
- Collaborated with cross-functional teams to develop system solutions tailored to business needs.
- Provided technical support for end-users, resolving issues promptly and effectively.
- Enhanced user experience through the implementation of interface updates and usability improvements.
- Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
- Fostered a culture of continuous improvement within the organization by actively soliciting feedback from end-users on system performance and incorporating user suggestions into future development efforts.
Project Coordinator
Point N Save
08.2022 - 12.2022
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
Software Developer
Silver Oak Technovations
03.2017 - 03.2021
- Improved software efficiency by troubleshooting and resolving coding issues and saved time and resources by identifying and fixing bugs before product deployment.
- Spearheaded adoption of containerization, significantly improving deployment workflows and environments' consistency.
- Developed customized software solutions for diverse clients, resulting in increased satisfaction and repeat business.
- Streamlined workflows by creating reusable code libraries for common functions and features across multiple projects.
- Collaborated closely with cross-functional teams to identify and resolve system bottlenecks, ensuring smoother operations.
Education
Master of Science - Information Technology
Westcliff University
Irvine CA12.2022
Bachelor of Science - Computer Applications
Mahatma Gandhi University
Kerala India03.2016
Skills
Technical Support
- Technical Troubleshooting
- Problem-Solving
- Application support
- Business Process Analysis
- Web Services
- Application Integration
- SQL Proficiency
- Project Documentation
- Software Debugging
- Remote Diagnostics
- Network Operational Enhancements
- System Configuration Changing
- Bug tracking
- Server maintenance
- Hardware upgrades
- Ticket management
- Project Coordination
- Time Management
- Detail Oriented
- Team Coordination
- Documentation Management
- Critical Thinking
- Object-Oriented Programming
- Web application development
- Testing and debugging
- Agile development methodologies
- Git proficiency
- API Integration
- SQL integration
- Code Review
- Back-end frameworks
- PHP, Java, Python, React, JavaScript, jQuery, DHTML, XML, CSS specialist
- Source and Version Control: Git, GitHub
- SOAP and RESTful Web Services
- Agile
- API design knowledge
- DevOps principles
- Test Automation
- Full-stack development
Certification
- IBM Data Science Professional Certificate - IBM June 2024
- Python for Data Science - IBM Jun 2024
- Generative AI Google Jun 2024
- Salesforce Administrator June 2023
- Salesforce Developer I June 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Engineer
Heartland Restaurant Group
07.2024 - Current
System Analyst
Propel Solutions Inc
02.2023 - 06.2024
Project Coordinator
Point N Save
08.2022 - 12.2022
Software Developer
Silver Oak Technovations
03.2017 - 03.2021
Master of Science - Information Technology
Westcliff University
Bachelor of Science - Computer Applications
Mahatma Gandhi University
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