Experience

Host Analytics Inc

• Software Development
• 1 - 100 Employee

• Technical Support Engineer

  • Aug 2018 - Present

  Working in CFL Operations team. Working in CFL Operations team.



Hyland

• Hyderabad Area, India

• Technical Support Engineer – Content Engineer.

  • Sep 2017 - Present

  • Provided thorough support and problem resolution for customers on call and on case basis. • Resolving an issue on call on priority basis with a remote session using WebEx, Zoom meeting and TeamViewer. • Gathering the primary details like screenshots and logs related to the issue and services for imagenow application and resolving the issue accordingly. • Request approvals for executing database manipulation queries and Data Purging on DB servers on maintenance with Level 3 resource. • Escalate the application issues to level 2 and 3 Content Engineers. • Worked on cases reported in CRM and newly introduced Si-scr ticketing tools, also have created work order for team issues. • Issued license codes to new and existing customers for scanners and printers to the imagenow functionality. • Maintenance of application and database servers on the hosted environment using server commander. • Critical Call monitoring and application maintenance. • Worked on .ini files for application settings and port issues • Worked on .sysfp files to generate fingerprint of the scanner and printer settings from DB and web.config files, pif.all log files to check the issues. • Worked according to the shifts on priority basis and production down scenarios. Show less



innRoad

• Hyderabad Area, India

• Production Support Engineer – Level 3

  • Aug 2016 - Jan 2017

  Constant maintenance and support to the applications and servers which are running in United States and the client hotels. • Worked on cases reported in Salesforce.Desk.com a ticketing tool, resolving priority and non-priority issues, related to the above modules. • On Call and live assistance given for the US Customer support and the clients on priority and critical issues. • Worked on the reported cases, by cross checking the functionality and replicating the issues, also reported bugs in the applications, provided resolutions with counterpart actions on application and system errors. • Hosted client websites for the clients who use Booking Engine and Mobile Booking Engine as the sources for their properties in innCenter. • Worked on the issues with Daily Flash, Ledger Balance and Transaction statement report generations as per the user’s request. • Performing root cause analysis for the critical production issues by running SQL profiler and debugging the SP's in production and demo servers. • Followed up with the implementation, QA and UI teams for the technical requests and possible analysis proactively. • Critical monitoring of reservation data from third party sources like Expedia, booking.com, innlink and other sources, running scripts and mapping the inventory, rates, rules related critical data for the clients and properties. • Worked with web.config files, setting up a website associating with DB, providing full sync for the requested properties up to date. • Worked according to the shifts, maintained productivity and took responsible actions on team escalations involved in working with the above modules. Show less



M*Modal

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Application Support Engineer

  • Feb 2015 - May 2016

  • Constant support and maintenance for the applications which are running globally. • Working on Remedy tickets and resolving priority issues as well as non-priority issues, related to the modules by providing on call and remote session assistance for the clients. • Generating SQL queries related to the issues and assisting the Database team to resolve ASAP. • Maintenance and Health monitoring of production servers located globally wrt. Health check alerts coordinating with the US support team. • On Call and live assistance provided for the issues reported directly by the vendors, PCenters. • R&D on the daily generated issues, finding resolutions and counterpart actions for system and application generated errors. • Resolving the Incidents, problem records within SLA and deploying the changes across environments. • Remedy report generations as per the user request, • Performing root cause analysis for the production issues and resolving the tickets in remedy tool. • Following up with the interfacing teams for the possible technical risks proactively. • Prioritizing and Working on the change requests. • Knowledge transition to the new resources in team. • Taking Repository backup, domain backup for the client-end servers and sync all different environments up to date. • Working according to the shifts and maintaining productivity in the above modules. Show less



Firstsource

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Application Support Engineer

  • Aug 2013 - Jan 2015

  • Regular maintenance of Application and Database servers for I leverage (banking), IMS, Sky Track, applications. • Provided constant technical support for applications to ensure optimal durability and reliability – Investigated and resolved technical operational issues of the applications • Prioritize issues raised and resolve it accordingly. • Coordinating escalation and resolution of major service issues. • Provide technical support for IMS production workflow and troubleshoot issues. • Assisted in performing root cause analysis on problem areas. • Maintained remedy incident tickets and resolved within SLA • Resolving the Incidents, problem records within SLA and deploying the changes across environments. • Remedy report generations as per the user request. • Providing additional support to existing production support procedures and performance tuning. • Enhancements through scripting and database queries. Show less