Shankar Boyapati

Experience

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  Knoah Solutions

  Jul 2016 - Apr 2017

  Support Officer
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  ICICI Bank

  Oct 2018 - Oct 2020

  Information Technology Analyst
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  State Street

  Oct 2020 - Nov 2021

  Technical Support Engineer

  *Good knowledge on ITIL framework and follow processes for incident, problem and change management*Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents*Strong database skills, with the expertise to write complex SQL queries with ease.*Experience in application monitoring and performance monitoring using standard tools such as Azure monitor, Dynatrace, Splunk, etc.*Handle customer communication and have used CRM and collaboration tools like Servicenow and Jira*Creation of knowledge-base articles and documentation to help customers self-serve*The ability to efficiently communicate as the internal specialist with customers at an executive level on in-depth technical details, progress, and next steps.*Proactive alert monitoring and driving corrective and preventive actions to ensure solution availability Show less

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  Blue Yonder

  Nov 2021 - now

  Support Engineer II