Nikhila Pulluri
Hyderabad
Summary
Experienced IT professional with over 9 years of expertise in system operations, advanced technical support and Oracle Database administration. Skilled in incident management, root cause analysis, and troubleshooting complex database issues for high-availability systems. Proven track record in delivering exceptional customer support, maintaining system stability, and providing proactive solutions to mission-critical environments. Strong analytical, problem-solving, and interpersonal skills, with a commitment to optimizing IT operations and ensuring the highest levels of customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Technical Support Engineer
Salesforce Inc
02.2021 - 02.2024
- Proficiently managed a range of technologies including Windows Server, Network Monitoring, MS SQL, Linux Server, and AWS
- Worked closely with Tableau Server clients to seamlessly integrate the application into their business processes
- This involved covering installation, data connectivity, analysis, and performance while addressing intricate technical issues
- Supported Tableau products by resolving incidents and user queries, ensuring high availability and reliability with 24/7 standby maintenance
- Helped my customers to develop interactive dashboards and reports using Tableau to support data-driven decision-making
- Delivered 1st, 2nd & 3rd level support for all incidents and requests, ensuring timely resolution
- Addressed and resolved bug fixes, performed root cause analysis, and tracked issues to closure
- Demonstrated extensive customer-facing experience, ensuring global customer satisfaction
- Collaborated with cross-functional teams, including customers, Developers, and business stakeholders, to align reporting with business objectives
- Communicated complex data insights effectively to both technical and non-technical stakeholders, ensuring clarity and actionable understanding
- Utilized a combination of product management and application knowledge to guide customers through successful implementations
- Applied in-depth troubleshooting and debugging skills, leveraging extensive knowledge of systems, databases, and applications to identify and address the root cause of customer issues
- Assisted customers in translating their requirements into actionable visualizations tailored to business needs
- Acted as a team player, fostering a collaborative and positive work environment within the analytics and reporting team
- Collaborated with Product Management, Sustaining Engineering, Sales Consultants, and Support Management to resolve issues, employing strong technical, customer service, and interpersonal skills to build solid cross-functional relationships
- Provided technical training and support to optimize customer usage of Tableau products
- Maintained high-quality service delivery and customer satisfaction through QA processes
IT Support Specialist (L2)
DBS Bank Ltd
02.2020 - 01.2021
- Delivered customer support for Oracle databases, ensuring mission-critical systems were optimized and performance issues were resolved quickly.
- Acted as the primary point of contact for escalated technical support issues, providing expert-level troubleshooting and solutions for Oracle databases and Oracle RAC.
- Leveraged Oracle diagnostic and monitoring tools to proactively identify and resolve database issues, preventing system downtimes and ensuring high availability.
- Collaborated closely with clients' IT staff to provide tailored support, resolving complex technical challenges and fostering strong customer relationships.
- Conducted customized proactive services for clients, recommending solutions to optimize Oracle Database performance and reliability.
- Provided mentorship to junior colleagues, assisting in troubleshooting, training, and technical guidance for database-related issues.
- Worked closely with development and support teams to escalate and facilitate the resolution of complex issues.
Senior Software Engineer
Netcracker Technologies
04.2018 - 01.2020
- Managed Windows and Unix servers, ensuring optimized performance and overseeing backup operations
- Managed solutions services hosted by Netcracker for TWC, employing robust products ICOMS and CRM to handle customer orders, provisioning, billing, and lifecycle management
- Utilized AS/400 technology to develop ICOMS, an end-to-end solution facilitating order processing and maintenance, integrated with a user-friendly Java-based CRM for efficient order management by Customer Service Representatives
- Oversaw remote-managed services, hosting products within TWC network, ensuring seamless functionality for both TWC and BHN projects
Senior System Engineer
Infosys Ltd
12.2017 - 03.2018
- Acted as a Senior Production Support Engineer for the State Bank of India (SBI) client, offering on-site support and collaborating closely with clients
- Engaged in Production Support, specifically managing the Finacle Product Alert solutions module at Infosys
- Proficiently managed customer calls and email communications, ensuring swift and effective issue resolution
- Collaborated with L3, testing, and infra teams to identify issues, propose solutions, and implement them for problem resolution
- Regularly prepared and presented weekly reports to highlight ongoing activities and updates
- Effectively handled change-related calls and initiated Change Requests (CRs) as part of the change management process
Software Engineer
TechMahindra Ltd.
05.2014 - 12.2017
- Provided technical support and enhanced user experience for Bahrain, Botswana, Oman, and Israel by resolving technical issues and modifying applications
- Managed diverse modules like Branch, Retail, Saral, and BCQP for various foreign countries, ensuring smooth functionality and user access
- Conducted database updates to address issues and consistently met Service Level Agreements (SLAs) for problem resolution
- Delivered Route Cause Analysis (RCA) reports to the customer, elucidating the root causes of technical issues
- Collaborated with L3 support and Finacle Team for bug fixing, maintenance, and utilizing Finacle web services in our applications
- Actively participated in Disaster Recovery (DR) activities and regular production movements to ensure system integrity
- Provided daily and weekly status reports to clients, ensuring comprehensive and consistent updates on product status
Education
Bachelor of Technology (B.Tech) -
Institute of Aeronautical Engineering (IARE)
06.2014
Skills
- Technical Troubleshooting
- Incident Management
- Problem Management
- Analytical Skills
- Problem-Solving Skills
- Customer Service Orientation
- Microsoft SQL
- Oracle Database Administration
- Oracle ASM/RAC
- Collaboration
- Communication
- Server Maintenance
- Server Management
- Monitoring
- System Health
- Tableau Server Administration
- Tableau Mobile
- Data Visualization
- Backup Operations
- Restore Operations
- RedHat Linux
- Unix
- Ubuntu Administration
- Tableau Desktop
Certification
Tableau Server Certification, 02/01/23
Accomplishments
- CSAT Recognition, 02/01/22
- Customer stalwart for CSAT, 03/01/22
- Customer Champion for CSAT, 05/01/22
- Customer Stalwart for CSAT, 05/01/22
- Backlog Burndown Raffle Winner, 10/01/22
Timeline
Lead Technical Support Engineer
Salesforce Inc
02.2021 - 02.2024
IT Support Specialist (L2)
DBS Bank Ltd
02.2020 - 01.2021
Senior Software Engineer
Netcracker Technologies
04.2018 - 01.2020
Senior System Engineer
Infosys Ltd
12.2017 - 03.2018
Software Engineer
TechMahindra Ltd.
05.2014 - 12.2017
Bachelor of Technology (B.Tech) -
Institute of Aeronautical Engineering (IARE)
Similar Profiles
Venkata Kamaraju KommarajuVenkata Kamaraju Kommaraju
Senior Signature Technical Support Engineer at Salesforce IncSenior Signature Technical Support Engineer at Salesforce Inc
Aditya SahuAditya Sahu
Lead Member of Technical Staff at Salesforce IncLead Member of Technical Staff at Salesforce Inc
Epole Edie MarcelineEpole Edie Marceline
Cloud Infrastructure Engineer at Salesforce IncCloud Infrastructure Engineer at Salesforce Inc