Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

Namratha Kilaru

Technical Account Manager
Dallas,TX

Summary

Professional with strong background in managing technical client relationships and delivering impactful solutions. Skilled in troubleshooting, software implementation, and providing tailored support, ensuring client satisfaction and loyalty. Highly collaborative team player focusing on achieving results and adapting to changing needs. Reliable and versatile with strong foundation in technical knowledge and excellent communication skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Technical Account Manager

Amazon AWS
02.2023 - 12.2024
  • Led cross-functional teams to deliver customized solutions that exceeded client expectations.
  • Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
  • Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
  • Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
  • Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
  • Developed and executed solutions to customer needs and drivers through hands-on engagement.
  • Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
  • Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
  • Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
  • Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.

Cloud Support Engineer – II

Amazon AWS
06.2020 - 02.2023
  • Implemented a prioritization protocol to streamline case routing from the DRE, reducing resolution times by 35% for high-priority AWS support tickets.
  • Served as Subject Matter Expert in Amazon Connect Service, enabling rapid setup of scalable contact centers.
  • Assisted strategic customers in troubleshooting and resolving their technical problems.
  • Engaged with customers on AWS Re-Post, resolving their queries and delivering expert advice.
  • Enhanced knowledge of cloud services and their updates through proactive self-learning.
  • Mentored new hires, facilitating their ramp-up in handling cases related to Development and Mobile services.
  • Facilitated interviews to select and onboard new employees for AWS.
  • Authored detailed troubleshooting articles to assist engineers in resolving customer cases.

Technical Lead

Mindtree
10.2014 - 06.2020
  • Provided tailored services and solutions to enterprise clients such as Home Depot and Southwest.
  • Led the delivery of services and solutions as the Automation Quality Assurance Lead.
  • Analyzed Sprint stories in the JIRA Portal to ensure alignment with project goals.
  • Participated in design review meetings to discuss and evaluate project stories.
  • Constructed traceability matrices by systematically evaluating JIRA Story cards to capture all relevant scenarios and permutations.
  • Authored comprehensive test cases based on prepared scenarios and uploaded them to ALM.
  • Executed test cases in development environments and updated status in tools such as ALM Quality Center.
  • Partnered with Product Owner to prioritize key regression test cases.
  • Developed automation test scripts using JBehave BDD Framework based on manual test cases.
  • Updating the ALM test suite by executing the test scripts and logging the defects in ALM
  • Developed enhancements to the framework used for executing automation scripts
  • Executed build triggers for automation scripts in Jenkins and disseminated reports through email.
  • Built and deployed applications using Gradle and Maven, Integrate with Jenkins and Nexus tools.
  • Configured and maintained SonarQube, ensuring timely upgrades and optimal performance.
  • Implemented and ran automation test scripts in Sauce Labs, enhancing testing efficiency across multiple channels.
  • Implemented JUnit test suites to ensure functionality across application layers.
  • Optimized application lifecycle management by setting up Concourse CI/CD for automated build, test, and deployment.
  • Executed deployment of services in Pivotal Cloud Foundry, contributing to improved operational efficiency.

Programmer Analyst

iTalent Inc
10.2012 - 11.2013
  • Services and Solutions provided to enterprises like US Bank and ICON Clinical Research.
  • Involved in the design review meetings to discuss about the user requirement document with the project manager and business Analyst
  • Prepare technical design document with dataflow and class diagrams
  • Develop portlets using maven-based spring MVC framework with Ibatis
  • Build and deploy the application using Hudson
  • Creating new themes, structures, templates and adding content to the organizations
  • Involved in performance tuning of application
  • Performing code reviews to ensure the quality standards and coding guidelines are followed.
  • Developed workflows to evaluate configuration settings in order to run the studies
  • Designed and developed Workflows in the ICON Flex tool using the components developed by the product team to run in both IVR and IWR systems
  • Performing Unit testing to check the functionality in both IVR and IWR Systems
  • Packaged and promoted the workflows to other environments
  • Logging into the Bugzilla and Fix the bugs raised by the quality assurance team

Software Engineer

Satyam/Mahindra Satyam
10.2005 - 02.2010
  • Services and Solutions provided to enterprize clients like SBI Life, Citi Bank, NYSE.
  • Analyzing requirements and providing estimates for development of each module
  • Involved in designing the application prototype screenshots in HTML
  • Involved in End-to-End development from UI design in flex and Java
  • Development of the common and custom UI components and Custom Validators in Flex
  • Proactively identified and created reusable components
  • Design and Development of Data Access Layer using Hibernate and Spring
  • Implemented REST Based Web services which basically depends on web standards (GET, PUT, POST, DELETE) using jersey API and the data send in JSON format
  • Effectively utilized CVS tool for Version control
  • Created Test Scripts by analyzing the functional Design Document
  • Involved in production support and maintenance and resolved the issues in java
  • Involved in coding SOAP based web services to communicate with other application to get the response
  • Involved in production support and maintenance issues
  • Checking the code to the ClearCase version control too.

Education

Bachelor of Engineering - Electrical Engineering

Nagarjuna University

Skills

  • Java
  • JavaScript
  • BEA WebLogic
  • MS Visual Source Safe (VSS)60
  • CVS, Clear case
  • Git
  • JUnit
  • My SQL,
  • Selenium
  • Cucumber BDD
  • AWS Cloud Services
  • Software development
  • Client onboarding
  • Teamwork
  • Teamwork and collaboration
  • Attention to detail
  • Active listening
  • Customer relationship management
  • Technical consultation

Certification

  • AWS Certified Developer – Associate - Amazon Web Services.
  • Amazon Connect Subject Matter Expert (SME)

Timeline

Technical Account Manager

Amazon AWS
02.2023 - 12.2024

Cloud Support Engineer – II

Amazon AWS
06.2020 - 02.2023

Technical Lead

Mindtree
10.2014 - 06.2020

Programmer Analyst

iTalent Inc
10.2012 - 11.2013

Software Engineer

Satyam/Mahindra Satyam
10.2005 - 02.2010

Bachelor of Engineering - Electrical Engineering

Nagarjuna University

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Namratha KilaruTechnical Account Manager