Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic
Nirosha Doradla

Nirosha Doradla

Austin,TX

Summary

Having 5.6 years of experience as an L2 IT Support Engineer recognized for high productivity and efficient task completion. Skilled in troubleshooting, software documentation, and system optimization to enhance application performance. Excel at problem-solving, communication, and teamwork, ensuring seamless integration and support across departments.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT - L2 Application Support Engineer -

Bank of America
11.2022 - 03.2025
  • Hands-on experience in distributed systems, such as Unix, Linux, and SQL/PLSQL.
  • Provide on-call weekend support for any customer-impacting severity P1 or P2 incidents.
  • Troubleshooting issues with monitoring tools like Splunk, Dynatrace, and message queuing systems of IBM MQ and Active MQ.
  • Knowledge of Bitbucket, JIRA, Confluence, ITSM, ServiceNow, and Remedy ticketing systems.
  • Having prior experience in problem and change management.
  • Analyzed data syncing issues across source systems, server files, logs, databases, and applications.
  • Perform analysis on the incoming incidents and requests, identify patterns for automation, and operation improvements.
  • Act quickly on batch job failures and familiarity with scheduling tool experience (CA Autosys, Control-M).
  • Renewed SSL certificates for production sites for Java applications.
  • Understanding of Linux/Unix basic commands and job scheduling (cron).
  • Having knowledge of Python and Unix shell scripting.
  • Coordinate with the development team, provide necessary support during deployment, and ensure a successful knowledge transition to the operations team on the deployments.
  • Developed Knowledge Base articles addressing recurring user issues.
  • Knowledge of networking fundamentals (TCP/IP, DNS, VPNs, and Firewalls).
  • Exploring new technologies like AWS (EC2, S3, Lambda, IAM, and Cloud Watch), Azure, GCP, microservices, and AI bots.

Production Support Analyst -

Cognizant Technology Solutions, CTS
11.2019 - 09.2022
  • Analyze and troubleshoot priority incidents, conduct investigations to ensure permanent closure, and develop remediation solutions to automate manual operational tasks.
  • Expert in analyzing issues, providing incident resolution, and creating RCA reports using Microsoft 365 tools.
  • Client interactions, committed to high-quality support, and securing 95% client satisfaction scores and task completion within time.
  • Monitored system alerts and responded to incidents in real-time.

Education

MBA - HRM

NMIMS University
Hyderabad
01.2022

B-TECH - CSE

JNTU Kakinada, India
01.2019

Skills

  • Java and Python
  • Linux and UNIX commands
  • MySQL, database
  • ServiceNow, JIRA, ITSM, and Zendesk
  • Splunk, Dynatrace, and AppDynamics
  • Change and problem management
  • Bit Bucket, Git GUI, Autosys
  • Postman, RESTful APIs, and Blade Logic
  • SSL ert renewal
  • Incident analysis
  • Root cause identification
  • UNIX shell scripting
  • Knowledge base creation
  • Process automation
  • Spring Boot, AWS, and microservices
  • Effective communication
  • Setup Alerting systems

Certification

  • ITIL4 Certification, ude.my/UC-90551517-1057-4e11-a854abf46645522b
  • Java Certification Course, ude.my/UC-5e2c6ac0-2d96-49ba-b03b57b4d4bb9f54

Awards

  • Received an appreciation of Cognizant Cheers award for the 'Quick learner, Problem-solving and Prompt support to business Users.
  • Received an Silver Award towards supporting 24/7 for Data Center release which was major milestone for Bofa Apps to launch a third data center in Pennsylvania and towards working tirelessly on production incidents ad restoring stability of the application working closely with product management team.

Timeline

IT - L2 Application Support Engineer -

Bank of America
11.2022 - 03.2025

Production Support Analyst -

Cognizant Technology Solutions, CTS
11.2019 - 09.2022

MBA - HRM

NMIMS University

B-TECH - CSE

JNTU Kakinada, India

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