Ramya Krishna Addepalli

Responsible for the smooth operation of Cisco commerce Platform including CISCO Financial
Month, Quarter and Year end close activities. Provide support through ITIL processes, including
monitoring, sophisticated problem-solving, and addressing data, configuration, and system
issues.
• Act as the primary point of contact for production support, managing and resolving tickets
across various business units
• Triage and prioritize support tickets based on urgency and impact
• Conduct root cause analysis and apply critical thinking to solve complex problems
• Analyze trends in support tickets to proactively identify recurring issues and implement
long-term solutions
• Collaborate closely with business users, analysts, and developers to understand issues and
enhancements
• Ensure timely and effective resolution of issues while maintaining a high level of customer
satisfaction
• Follow Industry best practices for security, scalability, and performance
• Document processes, resolutions, and recurring issues for knowledge management and
training purposes
• Collaborating with business partners, data and IT professionals, scrum teams, and other business analysts

• Integrated business processes between Cisco, partners, and customers as part of QA and production support efforts using technologies such as Salesforce

• Handled handling production issues related to Salesforce CPQ, including product configuration errors, pricing discrepancies, and quote generation failures.

• Worked with business users and sales teams to address CPQ related issues, troubleshoot incidents, and ensure timely resolution of production problems.

• Performed functional and regression testing, logged defects in JIRA, and conducted UAT testing for CPQ enhancements and deployments.

• Provided L2 production support, performed root cause analysis and impact analysis for high priority defects reported post deployment.

• Created detailed bug reports and coordinated with developers and product owners for resolution and deployment activities.

• Documented known issues, FAQs, and workaround steps in Confluence/SharePoint to enable faster ticket resolution.

• Provided on call support for critical business modules and ensured adherence to SLA timelines.

• Collaborated with cross functional global teams and actively participated in Agile ceremonies such as daily stand ups, sprint reviews, and retrospectives to ensure QA alignment with business goals.

• Received Star of the Quarter Award, On the Spot Award and performer of the Quarter Award for 2024 and 2025

· Integrated business processes between Cisco, Partners, and Customers as part of Support and Development efforts using technologies like CPQ Salesforce, Primavera P6, Oracle Projects

· Strong experience in L1/L2 Salesforce /Primavera and oracle projects troubleshooting user issues and ensuring minimal downtime. Documented solutions and created knowledge base articles and trained end users. Collaborated with business and technical teams to resolve issues and implement enhancements

· Received multiple appreciations from Leaders/renewal specialists and business on handling application issue and helped with deal submission process which are more than 10M.

· Worked as Developer for Emerson, Carillion and UGI Corporation accounts Creating plsql stored procedures, XML reports along with AOL and BI reports. Monitored system performance, integrations and supported release testing.

· Received Performer of the year award for 2022/2023

· Integrated business processes between Cisco, Partners, and Customers as part of Support and Development efforts using technologies like CPQ Salesforce, Primavera P6, Oracle Projects

· Strong experience in L1/L2 Salesforce /Primavera and oracle projects troubleshooting user issues and ensuring minimal downtime. Documented solutions and created knowledge base articles and trained end users. Collaborated with business and technical teams to resolve issues and implement enhancements

· Received multiple appreciations from Leaders/renewal specialists and business on handling application issue and helped with deal submission process which are more than 10M.

· Worked as Developer for Emerson, Carillion and UGI Corporation accounts Creating plsql stored procedures, XML reports along with AOL and BI reports. Monitored system performance, integrations and supported release testing.

· Received Performer of the year award for 2022/2023