Summary
Overview
Work History
Education
Skills
Timeline
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Manognya S

Austin,AR

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

5
5
years of professional experience

Work History

Technical Support Engineer

Vantage ERP LLC - Client - Staples
07.2023 - Current
  • Resolved technical cases created by customers to troubleshoot unexpected behaviors and answer technical questions about ServiceNow software and platform.
  • Demonstrated empathy and built trust while communicating with customers via web, chat, email, case updates, and direct telephone support.
  • Utilized diagnostic tools to isolate potential causes of issues and diligently managed and resolved challenging issues.
  • Coordinated assistance from additional teams for complex cases, demonstrating collaborative problem-solving skills.
  • Provided input across business units regarding process and product improvements based on customer feedback.

Software Development Engineer

Amazon
06.2022 - 07.2023
  • Developed and maintained Java-based web applications using Spring Boot and ReactJS
  • Optimized software performance by implementing efficient algorithms and code optimizations.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
  • Collaborated with DevOps for CI/CD pipeline enhancements, incorporating Kubernetes for deployment.
  • Established monitoring alarms and utilized AWS Simple Notification Service (SNS) for email alerts
  • Designed and implemented over 10 frontend pages using HTML5, CSS3, Bootstrap, and JavaScript
  • Demonstrated proficiency in AWS API Gateway design, configuration, and management.

Support Engineer

Cluster IT Solutions
05.2019 - 07.2020


  • Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
  • Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
  • Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.

Education

Certification in Product Manager -

University of Texas at Austin
Austin, TX
01.2024

Master of Science in Computer Science -

University of Missouri-Kansas City
Kansas City, MO
05.2022

Bachelor of Technology in Computer Science -

Jawaharlal Nehru Technological University
05.2019

Skills

  • Java
  • JavaScript/TypeScript
  • SQL
  • Python
  • UNIX Shell Bash
  • Spring Boot
  • Reactjs
  • Redux
  • Hibernate
  • JUnit
  • Java Persistence API (JPA)
  • Java Database Connectivity (JDBC)
  • Microsoft SQL Server
  • AWS DynamoDB
  • MongoDB
  • HTML/CSS
  • Git
  • Amazon Web Services (AWS)
  • Visual Studio Code
  • IntelliJ IDEA
  • Eclipse
  • Docker
  • Kubernetes

Timeline

Technical Support Engineer

Vantage ERP LLC - Client - Staples
07.2023 - Current

Software Development Engineer

Amazon
06.2022 - 07.2023

Support Engineer

Cluster IT Solutions
05.2019 - 07.2020

Certification in Product Manager -

University of Texas at Austin

Master of Science in Computer Science -

University of Missouri-Kansas City

Bachelor of Technology in Computer Science -

Jawaharlal Nehru Technological University

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Manognya S