Sonica Jayanna

Experience

• 

  DXC Technology

  Mar 2021 - now

  Assisted in maintaining and optimizing continuous integration and continuous deployment (CI/CD) pipelines.Good hands-on experience with tools like Jenkins, Maven, Git Hub, and Docker.Troubleshoot build failures and deployment issues with the help of senior team members.Assisted in developing automation solutions to enhance incident response times from 70% to 97%.Completed 2 kaizens for implementing improvement plans and achieving 50% cost reduction.Contributed to the creation and maintenance of knowledge base articles and technical documentation.Took end-to-end ownership of ad-hoc escalations and collaborated with the teams.Solid knowledge of AWS tools like VPC, Cloudwatch, IAM, and S3 buckets. Show less • Provided 1st line technical support, answering support queries via ticketing tool, phone, and email.• Maintain a high degree of user service for all support queries and adhere to all service level agreements.• Respond to inquiries from clients and help them resolve any hardware or software problems.• Researched and resolved issues related to Remote Access, Backup, File Sharing/Synchronization, VPN and Software solutions.• Managed numerous cases that resulted in a quick turnaround with high customer satisfaction. Show less

  • Analyst II

    Aug 2022 - now

  • Senior Assistant Technician

    Mar 2021 - Aug 2022