Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Sangeetha Mandapaka

Alpharetta

Summary

  • 14+ years of IT experience in IT Infrastructure support projects with ITIL,Agile knowledge,Azure Cloud implementing and managing release processes for code through development, test, and production environments.
  • Experience in Technically Leading Software Development Projects, Designing Projects and implementing projects.
  • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews.
  • Experienced in all phases of the SDLC (Requirement analysis, development, testing, Implementation and troubleshooting), with strong programming, software upgrade and application support skills across technology platforms.
  • Extensive experience in administering, programming, deploying, configuring, and fine-tuning of JEE Application Servers like IBM Web Sphere 5.1/6.0.2, BEA Web Logic, Apache Tomcat and JBOSS.
  • Perform regular monitoring of the health of application and its infrastructure such as RAM, CPU & Disk Utilization,
  • Experience in implementing disaster recovery plans and participating in Disaster Recovery testing.
  • Experience in designing enterprise-wide database backup and recovery plans.
  • Comprehensive experience in Change Management and ticketing system software such as Team track, Service Now ticketing tool, service center and Remedy.
  • Self-motivated team player with excellent verbal and writing communication skills.
  • Experience in DevOps: CI/CD pipelines, migrate on-premises applications to cloud platform, deployed applications using Docker and Kubernetes. Tools: Jenkins, Bit Bucket, GitLab Action.
  • Engage on weekly maintenance builds, Package and deployments of applications and security updates.
  • Ensure 24 * 7 production support for applications and infrastructure as per agreed SLAs.
  • Extensive experience in handling L2 and L3 support. Involved in managing/coordinating with offshore team.
  • Domain experience in Financial Services, Retail, Energy, Manufacturing, Tech.

Overview

19
19
years of professional experience

Work History

Production Support Team Lead

Freddie Mac
03.2020 - Current
  • Assisted leadership in the development and implementation of robust security policies and procedures. This involved regular security audits, vulnerability assessments, and the establishment of best practices to ensure consistent and secure product delivery.
  • Worked closely with vendors and third-party suppliers during resolution of escalated incidents or outages.
  • Ensured compliance with industry standards and best practices when deploying new applications or making changes to existing ones.
  • Documented and analyzed business reports for prompt communication, follow-up, and ongoing support.
  • Solid understanding and experience in cloud computing-based services and technical design and implementations, including IaaS, PaaS, and SaaS.
  • Deployed patches or updates for existing applications following change management guidelines.
  • Analyzed and monitored system performance metrics such as CPU utilization, memory usage and disk space.
  • Assisted with the planning, testing, implementation, maintenance, monitoring and evaluation of various applications used by the organization.
  • Assisted with the migration of legacy systems onto modern technology platforms while ensuring minimal disruption of services.
  • Maintained knowledge base articles regarding common issues encountered when using supported applications.
  • Developed and implemented application support processes to ensure high availability of critical applications.
  • Tested software applications prior to deployment in production environment.
  • Provided technical guidance to users on application-related issues, including installation, configuration, upgrades and troubleshooting.
  • Performed root cause analysis for complex production incidents and implemented preventive measures accordingly.
  • Collaborated with other IT teams on system integration projects involving multiple platforms and technologies.
  • Provided training sessions for users regarding the use of key enterprise-level software applications.
  • Resolved escalated tickets related to application support within agreed upon SLAs.
  • Collaborated with internal teams to resolve customer issues and support customer service goals.
  • Escalated complex issues by working with engineering team to resolve promptly.
  • Suggested changes to support practices to drive improvements.
  • Performed troubleshooting and resolution for company-wide technical issues.
  • Facilitated communication between customers and technical personnel by translating business requirements into technical solutions.

Application Support Lead

Synapsis, Inc
Duluth
10.2018 - 03.2020
  • Implementation of Distributed Availability Groups on Azure Cloud.
  • Designed and implemented database migration on-premises to the Azure cloud for a very large database.
  • Resolved complex technical problems related to applications and architecture.
  • Conducted code reviews to ensure quality assurance standards are met.
  • Leading the responsibility to drive innovation based on the data, which is the first-time effort in the organization to move towards a completely data-driven business.
  • Provide a cloud database management subject matter expert during SOW proposals.
  • Maintained up-to-date knowledge of current industry trends and best practices.
  • Coach and mentor technical team members as required.
  • Provided guidance on application architecture design decisions based on industry standards.
  • Responsible for configuring servers, processes, and automating tasks to improve reliability and cut down on development time.
  • Implement highly available and disaster recovery solutions in Azure to meet the customer SLA requirements.
  • Analyze an organization’s data management, input, and security needs, and help develop tools that support data access and information security.
  • Solid experience in Tableau and Power BI, creating reports for business.
  • Provided training and guidance on usage of application software tools as needed.
  • Monitored performance of applications to ensure optimal performance levels are met.
  • Utilized source control tools to manage versions of projects efficiently.

Production Support Engineer

Wipro Technologies
Wisconsin
02.2015 - 10.2018
  • Responsible for implementing and managing release processes for code through development, testing, and production environments.
  • Responsible for collecting the release scope from the project managers, as well as the release windows and cycles across a portfolio.
  • Performed root cause analysis to identify underlying causes of incidents.
  • Orchestrate the environmental activities, including the provisioning of the environments, configuration status, stability, and maintenance.
  • Created detailed documentation of process flows and configuration changes.
  • Identified, analyzed and resolved technical problems related to software applications.
  • Participated in post-incident reviews to document lessons learned from outages and failures.
  • Coordinated with development teams to ensure timely resolution of incidents.
  • Implemented change management processes to ensure consistency across environments.
  • Provided on-call support for critical production systems.
  • Assisted in the deployment of new releases into production environment.
  • Analyzed logs from multiple sources to identify patterns or trends in system behavior.
  • Generated reports on system availability, performance metrics and SLAs compliance.
  • Ensured that all IT infrastructure is up-to-date with latest security patches and upgrades.
  • Performed all aspects of database administration, including backup, recovery, and replication for SQL Server.
  • Solid experience on Plutora to track the releases and environment details.

Production Support Analyst

Wipro Technologies
Virginia
12.2012 - 01.2015
  • Collaborated with development teams on bug fixes and other improvements for existing applications deployed in the production environment.
  • Responsible for remediating Nezumi (security) violations and maintaining standards as per requirements.
  • Creating monthly metrics reports for resource utilization in projects, and forecasting future requirements from clients.
  • Monitoring the server and database to detect any problems in the performance or connections, especially if an error was notified by the application team in all environments.
  • Assisted with developing disaster recovery plans for mission-critical systems.
  • Performed daily backups of production data.
  • Diagnosed network problems using various tools such as packet sniffers, Wireshark.
  • Analyzed system performance metrics and identified areas of improvement.
  • Used computer in analysis and solution of business problems.
  • Tested, maintained and monitored computer programs and systems.
  • Developed, documented and revised system design procedures and quality standards.
  • Researched emerging technologies related to production systems.
  • Configured user accounts in the production environment.
  • Evaluated third party tools and services used within the company's IT infrastructure.
  • Ensured compliance with industry regulations related to security, privacy, change management.
  • Developed scripts to automate processes in the production environment.
  • Documented root cause analysis findings after investigating incidents that occurred in a live environment.

Support Engineer

Wipro Technologies
08.2006 - 12.2012
  • Involved in the installation of SQL Server 2008 R2 on consolidated and standalone environments, and maintains development and production databases (e.g., SQL Server databases).
  • Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
  • Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
  • Participated in regular meetings with management regarding project status updates.
  • Monitored system performance to ensure optimal functioning of services.
  • Trained other team members on relevant technologies and procedures.
  • Provided technical guidance when needed to other departments or personnel.
  • Created knowledge base documents for frequently asked questions.
  • Maintained inventory of all equipment used by the company's staff.
  • Participated in after-hours on-call rotation to provide 24/7 support for critical issues.
  • Coordinated with vendors and suppliers to resolve hardware and software issues.
  • Configured and maintained network devices, including routers, switches, and firewalls.
  • Provided remote troubleshooting and support for software and hardware problems.
  • Conducted root cause analysis for recurring problems to prevent future occurrences.
  • Assisted in the deployment of new software applications and hardware systems.
  • Ensured compliance with security policies and procedures to protect sensitive information.
  • Optimized system configurations for maximum performance and reliability.
  • Conducted regular system maintenance and updates to prevent potential issues.
  • Utilized advanced technical expertise to improve support processes and streamline customer service actions.
  • Advised management on the feasibility and implementation of new technology solutions.
  • Led workshops and webinars to share best practices and new technologies with the support team.
  • Worked on performance tuning and optimization, with strong analytical and troubleshooting skills for quick issue resolution in large-scale production environments located globally.
  • Worked with database tools IDERA, SQL Diagnostic Manager, SiteScope for multi-queries, Space Analyzer, and SQL Alerts (disk space alerts, SQL service alerts, CPU utilization alerts).

  • Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.
  • Trained end-users on new technologies and systems to enhance their understanding and efficiency.
  • Collaborated with development teams to report bugs and suggest improvements based on customer feedback.
  • Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
  • Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
  • Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
  • Analyzed system logs and performance metrics to proactively identify and mitigate potential issues.
  • Monitored system performance and recommended upgrades to improve efficiency and reliability.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.

Education

Bachelor of Computer Science -

Kasturba Gandhi College
India
01.2001

Skills

  • Postgres
  • Tableau
  • Power BI
  • Azure Cloud Infrastructure
  • Azure Platform Services
  • Snowflake
  • Database Migration
  • SQL Spotlight by Quest
  • Lite speed
  • Idera Diagnostic Manager
  • Red Gate
  • Jenkins
  • TFS
  • Solar Winds
  • Cloud computing
  • Incident management
  • Disaster recovery
  • Technical documentation
  • Data migration
  • User training
  • Capacity planning
  • Process documentation

Timeline

Production Support Team Lead

Freddie Mac
03.2020 - Current

Application Support Lead

Synapsis, Inc
10.2018 - 03.2020

Production Support Engineer

Wipro Technologies
02.2015 - 10.2018

Production Support Analyst

Wipro Technologies
12.2012 - 01.2015

Support Engineer

Wipro Technologies
08.2006 - 12.2012

Bachelor of Computer Science -

Kasturba Gandhi College

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Sangeetha Mandapaka