PRASANTH GUTTA
Summary
- Over 7+ years of experience as a Technical Production support in implementing, and maintaining database systems, delivering impactful solutions for leading IT companies.
- Specialising in technical support within IT infrastructure and software sectors. Can ensure high levels of customer satisfaction and swift resolution of complex technical issues.
- Utilise comprehensive knowledge of network protocols, operating systems, and hardware components to provide top-tier support.
- Resourceful Technical Support Engineer with knack for resolving complex technical issues. Known for improving customer satisfaction through effective troubleshooting and clear communication.
- Contributed to significant reduction in downtime by implementing streamlined support processes. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving.
- Driven professional with knack for problem-solving and database management, combining strong analytical abilities with deep understanding of SQL.
- Proficient in database design and optimisation, alongside excellent communication skills. Ready to contribute to innovative data solutions and enhance operational efficiency.
- Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
- Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
- Expertise in Backup & Recovery solutions.
- Motivated engineering professional experienced in product design and development. Focused on innovating production systems through targeted analysis and solutions. Meticulous and methodical across technical tasks for reliable results.
- Experienced in troubleshooting 3-Tier Architecture.
- Provided on call support to troubleshoot the application and resolving bugs.
- Experience in designing ETL for data movement between excel, flat file, RDBMS like Oracle, DB2 and SQL Server using Bulk Insert, BCP utility, DTS and a variety of SSIS (ispac) packages including custom transformations for a wide range of business requirements.
- Experience in Debugging and Monitoring tools .
- Extensive knowledge in Production Support (L2 /L3 Level of Support), Enhancement and Maintenance.
- Provided on call support to troubleshoot the application and resolving bugs.
- Expertise in hosting L2/L3 weekly meetings, problem ticket calls, client calls.
Overview
8
8
years of professional experience
Work history
Technical support engineer
Lincoln Tech Solutions
01.2024 - Current
- Shared knowledge about latest technological advancements with the team, fostering a culture of continuous learning and development.
- Collaborated with cross-functional teams to ensure smooth system functioning.
- Evaluated existing work procedures regularly for identifying improvement opportunities.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Developed comprehensive user guides to facilitate effortless use of technology.
- Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
- Offered technical expertise to contribute to 2nd and 3rd line of support.
- Offered technical advice to programmers and developers to help optimise designs.
- Implementing CRs (change requests) by following ITIL methods.
- Have experience in dealing with different teams around the globe SPS clients.
- Having good repo with other Development teams while deploying the projects in production and understanding their requirements.
- Effective and rapid response to major incidents(p1) and chair all major incident customers & technical meetings to a further level.
- Creating Incidents, service requests, changes based on application requirement.
- Trouble shooting for the end users' requirement and Optimizing Queries.
- Conducting periodic health checks for application servers, databases & application and resolving escalated issues to the right team.
- Restating gateways, processes queues and web services via Unix environment.
- Worked on support tools like Jira, Confluence, Pager-duty, Logic Monitor.
- Engaged in Incident management & Problem management.
Software Engineer I
Quest Diagnostics HTAS
08.2021 - 11.2022
- Provided application support and operations support
- Responsible for providing access to respective users to explore their application
- Provided on call and ticket, mail response operations
- Worked as application servers and application database administrators
- Engaged in Incident management & Problem management
- Experience in handling 24/7 support projects.
- Generated different reports using MS SQL Reporting Services.
- Worked and coordinated with developers in writing and tuning new stored procedures.
- Worked on SSIS packages to import the data from Oracle, Access, and text files.
- Created a mirrored database on report server using Database Mirroring with high performance mode.
- Responsible for stored procedures optimization, performance tuning and index tuning.
- Handled change management, documented processes for SQL server and service packs installations.
Software Engineer
VENGAI Software Solutions
02.2020 - 07.2021
- Implemented CRs (change requests) by following ITIL methods
- Dealt with different teams around the globe SPS clients
- Maintained good rapport with other Development teams while deploying the projects in production
- Effective and rapid response to major incidents (p1) and chaired all major incident customers & technical meetings
- Created Incidents, service requests, changes based on application requirement
- Designed Tables, Constraints, Views, and Indexes in coordination with the application Development
- Troubleshot for the end users' requirement and Optimized Queries
- Conducted periodic health checks for application servers, databases & application and resolved escalated issues
- Handled change management, documented processes for SQL server and service packs installations.
- Worked with various SSIS packages which involve Transactions, restart ability and roll back techniques.
- Handling production support issues, application performance issues.
- Provided on call support to troubleshoot the application and resolving bugs.
- Expertise in preparing communication mails to notify the admins regarding business outages.
Cloud engineer
SAP Labs Pvt Ltd
08.2019 - 01.2020
- Architected systems to minimise potential intrusion points and overall security weaknesses.
- Maintained system compliance with legal requirements and company security standards.
- Created strategies for disaster management and recovery to minimise future disruption.
- Administered routine updates and patches on all hosted systems maintaining their efficiency and reliability.
- Implemented utilisation, throughput and latency testing to maximise network capacity.
- Maintained high availability of cloud services by diligently monitoring system performance.
- Provided cloud support to clients, resolving issues and improving user experience.
- Resolved critical technical issues with cloud services, ensuring smooth operations.
- Monitored cloud management and data storage to confirm proper availability of services.
- Monitored computer virus reports and regularly updated virus protection systems.
- Reviewed customer history to recommend appropriate products and services.
- Engaged with stakeholders to build relationships and brand awareness.
- Improved efficiency and productivity by acquiring new skills.
Data analyst
Indmax IT Services
06.2018 - 05.2019
- Supervised mathematical, actuarial and statistical clerks.
- Fostered integrated and open collaborations to co-create shared value research and innovations.
- Streamlined data processing with automation techniques.
- Applied mathematical principles, models and techniques to diverse sectors.
- Mitigated risks by identifying and resolving data discrepancies rapidly.
- Designed questionnaires to support logical data acquisition and analysis.
- Identified trends in data to help inform decision-making processes.
- Enhanced business operations by developing custom data models.
- Analysed patterns in large volumes of data, provided key insights.
- Coordinated workflows for junior researchers and statistical assistants.
- Generated comprehensive reports using Tableau to visualise complex concepts easily.
- Optimised data systems efficiency through regular system audits and updates.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
- Handled high volume calls to address customer inquiries and concerns.
Data analyst intern
Indmax IT Services
06.2017 - 06.2018
- Improved data quality by cleansing, validating and categorising raw information.
- Researched data integrity issues and identified root causes of inconsistencies and required cleanup.
- Identified business opportunities by analysing sales trends and customer behaviour patterns.
- Helped team collect and analyse data to evaluate operational difficulties.
- Supported back-end infrastructure by managing web APIs and Azure SQL databases.
- Facilitated better decision making with high-quality, relevant, timely reports.
- Extracted and presented sales and product data from inventory database to enable financial forecasting.
- Reorganised databases by removing duplicates and categorising key contacts to improve usability.
- Designed questionnaires to support logical data acquisition and analysis.
Skills
- SQL
- Windows
- Jira
- Pager-duty
- Putty
- Confluence
- Logic monitor
- Change Management
- Incident Management
- Problem Management
- Systems Analysis
- Project Management
- Innovative thinking
- Testing and maintenance
- Continuous learning
- SQL Database
- Time-management
- Technical troubleshooting
- Customer service orientation
- Critical-thinking
- Debugging aptitude
- Database administration
Accomplishments
- Provided value adds to simplify the operational tasks in current project.
- Received 'Good Job' award for good performance for 2017 & 2018.
Timeline
Technical support engineer
Lincoln Tech Solutions
01.2024 - Current
Software Engineer I
Quest Diagnostics HTAS
08.2021 - 11.2022
Software Engineer
VENGAI Software Solutions
02.2020 - 07.2021
Cloud engineer
SAP Labs Pvt Ltd
08.2019 - 01.2020
Data analyst
Indmax IT Services
06.2018 - 05.2019
Data analyst intern
Indmax IT Services
06.2017 - 06.2018
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