Geethika John
Seattle,WA
Overview
11
11
years of professional experience
Work History
Lead Solutions Analyst/Incident Management/Problem Management
Point Click Care Company
Maryland
07.2019 - Current
- Implemented Swarming process for incident management and reduced 60% MTTR for incidents
- Launched Incident Management process to ensure Incidents are resolved within SLA and action items defined to invoke the Problem Management Process
- Coordinated bridge calls for major incidents to bring together all teams and vendors required to resolve the incident
- Lead a group of 8 Support Engineers in successfully managing ticket queues, navigating escalations, and meeting KPIs by developing their technical knowledge
- Define and Drive process and procedural improvements to achieve better service efficiency
- Generated incident & performance metrics (RCA, Post incident reports) for KPI reporting
- Manage incident-related training, including cross-training of our SREs, DevOps, and Application Engineers
- Escalation management for any reported escalations
- Led the launch of customer support portal for users, defining key success metrics, analyzing stakeholder feedback
- Support transition of new services to ensure process requirements are fulfilled for Go live
- Own all problem tickets and drive resolver groups for delivery of the Root Cause Analysis
- Communicate, facilitate, and own all Problem Mgmt
- Calls and drive subsequent action items (Ais) to completeness
- Perform pro-active Problem management considering the volume of incidents, the significance by focusing on Priority 1 and 2 incidents and the trend and patterns of incident occurrence(s)
- Ensure high IT Service availability and user productivity, less disruption, reduced expenditure on fixes, and reduced costs in resolving repeat incidents as a result through Problem Management activities.
Senior Applications Engineer /Scrum Master
Audacious Inquiry/PointClickCare
Maryland
12.2017 - 07.2019
- Prepared reports by collecting, merging, analyzing, and summarizing information using SQL and Excel
- Created monitoring tasks using stored procedures and SQL agent job
- Responsible for customer support Daily Scrum, Sprint Review and Retrospectives
- Configured new subscribers, sources (or modifying existing) in the application
- Supported application for multiple customers
- Solved JIRA tickets and providing customer updates
- Created and updated ITIL process documents and workflow diagrams
- Acted as a liaison between business and technical personnel to ensure a mutual understanding of processes and applications
- Took part in the 24
- 7 on call rotation for monitoring the alerts generated by the system and ensure proactive measures to prevent major failure.
Technical Support Engineer
Applied Software Inc
Maryland
05.2016 - 11.2017
- Developed custom reports for end users using complex SQL Queries and FoxPro
- Managed databases including backups/restores, cleanup, performance monitoring disk usage and report gathering using TSQL
- Configured and maintained HL7 interface communications
- Resolved production incidents, answered questions from end-users on applications/technology, and served as the primary contact for escalated issues
- Ensured that complex defects and problems were resolved through production releases and upgrades
- Interacted professionally with diverse group of technology resources, including developers, business analysts, project managers, support teams, vendors & senior managements and take part in Agile/Scrum meeting.
Data Analyst
General Assembly
01.2017 - 04.2017
- Analyzed real world data using Excel, PostgreSQL and Tableau to sport trends and illustrated compelling stories using data visualization and dashboards
- Project: Analysis of Montgomery Count's Traffic Violations - Analyzed the correlation between DUI and other variables like Gender, Hour of the day, Day of the week, Proximity to Liquor Store - Created visually impactful dashboard in Tableau for Visualization and story board for presentation
- Performed mathematical operations and statistical functions like mean, median, correlations coefficients and standard deviation
- Data Source: https://data.montgomerycountymd.gov
MS Office Instructor
Montgomery County Gilchrist Center
08.2015 - 02.2016
- Tutors Basic Computer Course II to a class of 15 to 20 students
- Develops curriculum for the course
- Prepares lecture materials, assignments, and projects
- Evaluates student's assignments and projects
- Contents Covered: Fundamentals of Internet (Browsing, Email, Chat), Microsoft Office (Word, PowerPoint, and Excel)
System Engineer
Tata Consultancy Services
Kochi India
05.2013 - 06.2014
- Participated in requirement gathering, planning and design of TCSBANC'S Jasper reports
- Developed complex SQL /PLSQL queries as per client requirements for regulatory bank reports using Jasper reports and Oracle Reports Builder
- Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query
- Designing and creating SQL Server tables based on the user requirements and enhancements to the product
- Worked as part of the QA team, Designed, created & executed manual test cases
- Reported and tracked defects to their closure using JIRA
- Acted as a single point of contact for many customers including HDFC Bank, MBL South Africa, BOI, Commonwealth Bank of Australia
- Received Outstanding performer award in 2013.
Education
Bachelor of Technology - Electronics and Communication
Federal Institute of Science and Technology (MG University)
09.2012
Skills
- Technical Skills & Tools:
- Microsoft SQL Server
- Advanced Excel (Pivot Tables, VLOOKUP)
- PL/SQL
- FoxPro, C
- Tableau
- Jasper Reports
- AWS
- Oracle Reports builder
- JIRA
- Bugzilla
- HL7
- Atlassian Suite
- Customer support
- Easy Bi
- Service now
- Kanban
- Aha
- Statusio
- ServiceNow
- Salesforce
Timeline
Lead Solutions Analyst/Incident Management/Problem Management
Point Click Care Company
07.2019 - Current
Senior Applications Engineer /Scrum Master
Audacious Inquiry/PointClickCare
12.2017 - 07.2019
Data Analyst
General Assembly
01.2017 - 04.2017
Technical Support Engineer
Applied Software Inc
05.2016 - 11.2017
MS Office Instructor
Montgomery County Gilchrist Center
08.2015 - 02.2016
System Engineer
Tata Consultancy Services
05.2013 - 06.2014
Bachelor of Technology - Electronics and Communication
Federal Institute of Science and Technology (MG University)
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