Support Engineer Application

MANASA REDDY KALLURI

Naperville, IL ***** 630-***-**** ***************@*****.*** ● Chicago, IL

SUMMARY OF QUALIFICATIONS:

* ********** ** ** *********** Support engineer in Microsoft- One of the major support clients of Infosys.

1yrs of experience in Microsoft Dynamics 365.

Automate daily task by developing workflows using Power Automate to minimize manual intervention.

An effective communicator with excellent positive approach and adaptability as per the environment, Interpersonal, Decision-Making Skills and good team player.

Flexible and versatile adapting to any new technology and working in a challenging environment.

TECHNICAL EXPERTISE:

CERTIFICATIONS:

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

OPERATING SYSTEMS:

Windows, Linux

PROGRAMMING LANGUAGES:

C, C++, C#, Python, SQL

WEB DEVELOPMENT:

HTML, ASP.NET

DATA SCIENCE AND STORAGE:

JSON, XML, NoSQL, MySQL, SQL Server, Oracle

DEVELOPMENT MANAGEMENT TOOLS:

Git, GitHub

EDUCATION:

Master of Science in Cybersecurity Expected: May 2025

Lewis University, Romeoville, IL GPA: 3.8/4.0[Running]

Bachelor of Technology in Computer Science September :2021

Jyothishmathi Institute of Technology and Science GPA: 3.0/4.0

Computer Science

WORK EXPERIENCE:

SYSTEM ENGINEER March 2022 – June 2023

Infosys, Hyderabad, India

Onboarded numerous users in the AMT tool, checked backend details in Unified Tool and UMT Tool, and provided chat support to customers, resolving their issues.

Troubleshot and researched to identify root cause analysis (RCA)

Ran Kusto and SQL queries in SSMS to troubleshoot issues and reported findings to leadership to prevent potential risks.

Managed Azure users to handle chats for different queues, created Incident Management (IcM) reports for further investigation, and reported bugs for specific issues.

Participate in the design and development of a data visualization tool, resulting in a 15% increase in stakeholder engagement and understanding of data insights.

Manage and administer the organization's Customer Relationship Management (CRM) system.

Customize CRM to meet business needs, including configuring fields, workflows, reports, and dashboards.

Ensure data integrity and accuracy within the CRM system by implementing data quality procedures and conducting regular audits.

Provide user support, training, and documentation for CRM users. • Collaborate with stakeholders to gather requirements and implement system enhancements. • Integrate CRM with other business systems, such as marketing automation platforms or ERP systems.

PROJECTS

Web Development Intern

Swecha Organization, Karimnagar, India

July 2020 – August 2020

Worked as a web API developer for a mutual fund-related project, managing user stories and ensuring smooth integration.

Contributed to a training-based project as a database and backend engineer, utilizing a capstone project as a model to create essential features.

Developed the project "Facilities Available in Government Schools" to translate the differences in facilities available over the years.

ACADEMIC PROJECTS

Modeling and Predicting Cyber Hacking Breaches: Developed a tool to predict data from breach incidents, analyzing error rates over time.

Currency Converter: Built using Forex and RealTimeCurrencyConverter libraries for business currency exchange needs.

Presented a seminar on robotics and its evolution using Artificial Intelligence and Machine Learning.

HONORS, ACTIVITIES AND VOLUNTEER EXPERIENCE:

Industry-Oriented Training in Python Programming by WebTek Labs Pvt. Ltd.

National Level Workshop on Ethical Hacking conducted by Ethical Edufabrica Pvt. Ltd.

Participated in the Internal Hackathon for Smart India Hackathon 2020.

LANGUAGE SKILLS:

Fluent in Telugu, English

Semi-fluent in Hindi

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