Sowmya Dama

Experience

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  Teradata

  Mar 2018 - Mar 2019

  Technical Support Analyst

  TECHNICAL SUPPORT:Provided technical support to clients/customers, troubleshooting various Teradata products and solutions.Effectively handled a high volume of tickets, averaging approximately 20 tickets per day, ensuring timely resolution.Demonstrated expertise in troubleshooting Teradata Database, Tools, and Utilities, utilising Teradata's knowledge base, documentation, and diagnostic tools effectively.Collaborated with the Hadoop team, successfully handling AWS cloud incidents.Worked in a large-scale multinational organisation like Teradata, gaining valuable experience in a dynamic and diverse environment.Managed higher severity incidents that required database restart via BTEQ.SERVICE LEVEL AGREEMENTS:Attained an impressive track record in meeting Service Level Agreements (SLAs), resolving approximately 90% of tickets within the designated timeframe.Effectively managed incidents based on agreed SLAs, ensuring efficient and timely issue resolution.COLLABORATION AND TEAMWORK:Collaborated closely with cross-functional teams, including hardware, operating systems, database, and backup and recovery engineers, fostering effective communication and collaboration.Worked collaboratively with internal and external stakeholders, demonstrating strong teamwork to efficiently resolve incidents.Thrived in a diverse and talented team, actively sharing knowledge and skills, contributing to collective growth and success.CUSTOMER SATISFACTION:Ensured utmost customer satisfaction by providing high-quality technical support and delivering positive experiences.Proactively offered guidance and support to end users through various communication channels, ensuring their needs were met effectively.Contributed to continuous improvement initiatives by actively providing feedback and valuable suggestions, driving positive changes in support processes.Documented knowledge articles to address recurring incidents, enabling self-service support, and enhancing efficiency. Show less

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  Pakuranga Pizza club

  Feb 2023 - Jul 2023

  Club crew

  Making and Cutting Pizza