Varada P

VARADA P SENIOR TECHNICAL SUPPORT ENGINEER Abu Dhabi, United Arab Emirates 00000 ◆ - ◆-◆ WWW: www.linkedin.com/in/varada-prasannan- PROFESSIONAL SUMMARY Knowledgeable Technical Support Engineer with over 4 years of experience in diagnosing, troubleshooting, and resolving technical issues across diverse systems and software platforms. Proficient in Python, SQL, log analysis, CRM Management and deployment, with a strong aptitude for understanding and explaining technical details to non-technical users. Good in delivering exceptional customer service, ensuring a seamless user experience, and maintaining high client satisfaction levels. Experienced in working within Agile and Scrum frameworks, actively participating in sprint planning, daily stand-ups, and retrospectives to enhance team collaboration and project delivery. • • • • • • SKILLS CRM Management • SQL Server Management IIS, Load Balancing • Linux, Basics of Shell scripting DevOps principles, CI/CD pipelines, Jenkins • Splunk, Dynatrace, Kibana Python • Service Now, Jira Control-M • Cloud technologies Debugging, Troubleshooting Logs (TP, HIS,etc) • Incident management PROFESSIONAL EXPERIENCE Senior Client Technical Support Engineer, 06/2024 - 04/2025 Fiserv India Pvt Ltd – Bangalore, KA • Providing Level 2 technical support for Online Banking, Mobile Banking, and Card Management products using CRM, ensuring timely resolution of escalated incidents and inquiries within SLAs. • Diagnosed root causes of recurring issues in online banking that reduced future occurrences by 40%. • Coordinated and executed over 10 change requests, adhering to ITIL best practices, resulting in a 30% reduction in post-deployment incidents. • Actively participated in Major Incident Management bridge calls, collaborating with cross-functional teams to swiftly resolve high-impact incidents affecting critical banking systems. Decreased incident resolution times by 20% through effective coordination and communication, ensuring alignment with service level agreements (SLAs). • Provided on-call support for critical systems, ensuring 99% uptime and minimal service disruptions during off-hours. Technical Support Engineer [Contract], 08/2023 - 04/2024 Amazon (through Dexian Pvt Ltd) – Bangalore, KA • Providing Level 2 Technical Support for the Amazon Product Detail Page, ensuring timely resolution of tickets within SLAs • Assisted in the development of new support tool which controlled the ticket count in the ticket pool by 75% within a span of 8 months. Delivered training sessions to partner teams. • Standardized documentation practices, enhancing knowledge sharing and improving first-call resolution rates by 15% • Maintained CI/CD pipelines utilizing AWS Code-Pipeline and CodeBuild, resulting in a good reduction in deployment time and enabling multiple daily production deployments. Production Support Engineer, 01/2021 - 08/2023 Tata Consultancy Services – Bangalore, KA • Clients : Uni-Credit Bank, British Telecom • Utilized SQL Developer to identify and resolve over 50 data-related issues monthly, improving data accuracy by 30%. Analyzed application and database logs to troubleshoot issues. • Handling deployments and executed sanity tests on critical systems post-deployment, achieving a 99% success rate and reducing rollback incidents. • Conducted regular server health checks, identifying and addressing potential issues, leading to a decrease in unplanned maintenance events. EDUCATION Bachelor of Science: Computer Science, 08/2016 - 05/2020 APJ Abdul Kalam Technological University - Trivandrum, KL GPA: CGPA 8.36 • Elected Treasurer of College Of Engineering Muttathara OTHER Awards: Shining Star of the Month [Fiserv], Best Team Award [TCS] Languages: English, Malayalam, Hindi Visa Status: Dependent