Application Support Change Management
Resume:
Swetha Changal
Mobile: +1-949-***-****
Email: *******.******@*****.***
LinkedIn: linkedin.com/in/swethapanjala
Professional Summary
Seasoned Analyst with over 8 years of experience in IT and application support. Dedicated to delivering high-quality solutions and exceptional service. Strong analytical, communication, and troubleshooting skills, adept at working in dynamic, team-oriented environments and collaborating within a diverse global team.
Extensive Domain Expertise: Significant exposure across various business domains including Background Screening, Auto Lending, Lending and Payment, and Housing & Construction.
Technical Troubleshooting: Expert in diagnosing and resolving platform and client issues, collaborating with internal teams, customers, and vendors to address application-related concerns. Incident, Request, Problem, Change Management. Strong understanding of IT incident management processes and terminology.
Stakeholder Collaboration: Worked directly with Product Owners, Account Managers, Developers, and Engineers to resolve system issues and train new users.
Documentation & Analysis: Created and maintained comprehensive business analysis documentation, including business requirements, user stories, process flows, and wireframes.
Agile Methodology: Strong knowledge of SDLC, STLC, Bug Life Cycle, and expertise in Agile project methodology.
With a proven track record of delivering high-quality support and analysis, I am dedicated to leveraging my skills and experience to contribute to the success of your organization. My ability to navigate complex technical environments, coupled with my commitment to collaboration and continuous improvement, makes me an asset to any team.
Key Skills
Methodologies: Agile, Waterfall
Programming & Tools: Java, JSP, HTML, JDK1.2, JavaScript, Servlet, JDBC, Oracle 9i, Windows XP, TestNG
Collaboration Tools: Atlassian Jira, Confluence, QA Complete, EE Prod (Events Explorer), Salesforce, ServiceNow
Monitoring & Analysis: Kibana, Splunk, Datadog, Postman API, NetSuite, SendGrid, Spice, Samba, Swagger, XML, JSON
Version Control: GitHub, GitLab
Database Management: MS SQL Server, MySQL, Oracle, MongoDB
Professional Experience
Accurate Background – Irvine, CA, USA
Sr. Application Support Engineer
May 2021 – May 2024
Led the orchestration of Accurate Background's Ace proprietary platform, training new users on Ace ACCEL ANOW requirements.
Created SOPs for troubleshooting platform issues, developing and maintaining support documentation and troubleshooting guides.
Collaborated with Product Owners, Account Managers, Developers, and Engineers to resolve system issues and prioritize system fixes.
Performed RCA for the issue and provided fix and work-arounds.
Developed and implemented SQL queries to help investigate and analyze issues.
Utilized SQL for data gathering, issue investigation, script creation, and Excel automation, generating weekly reports for senior leadership.
Hosted weekly meetings with senior leadership and maintained vendor relationships.
Participated in release and validation activities when additional support is needed from product teams.
Researched and diagnosed complex software issues raised by clients.
Triaging and exception conditions raised by our Operations teams.
Documented workaround solutions wherever possible.
Documented steps to reproduce issues for internal and external resources.
Created and managed support tickets to escalate client issues on priority based.
Worked on several client reports using SQL, Tableau skills, MongoDB.
Responded promptly to user inquiries, incidents, and service requests, supporting engineers during user acceptance testing after bug fixes.
Worked with several vendor support teams to identify the root cause and resolve issues.
Organized and prioritized work schedules as needed.
Conducted QA testing for software upgrades and changes, performing duties outside normal work hours as needed.
Saguna Consulting & Services – Irvine, CA, USA
Client's: AutoGravity, Hoffman Concrete, IF illumination foundation
IT Support
January 2016 – March 2020
Provided Tier 1 and 2 support for clients via a support ticketing system.
Utilized ServiceNow for ticketing and project management tasks.
Tested application functionality on both devices timely.
Executed basic to mid-level SQL queries to investigate data issues.
Documented and escalated problems as necessary.
Provided prompt answers to all questions and inquiries.
Investigated issues with the application using logs, errors, and codebase reviews.
Created and presented consolidated daily reports containing issue details to the development group.
Experienced with IT service management tool like Service Now, Jira.
Performed RCA for the issue and provided fix and work-arounds.
Escalated issues to management based on severity level.
Developed Test Plans, Test Cases, Test Scripts, Expected Test Results, and Test Procedures from functional requirements.
Executed test cases manually and reported bugs using Mercury Quality Center/HP.
Updated Test Plans and Test Cases periodically to manage changes in requirements.
Attended weekly status meetings with development and management teams.
Followed Agile testing methodology, participated in daily SCRUM meetings, and tested each SPRINT deliverable.
Defense Research and Development Laboratory (DRDL) – India
Java Developer/QA Analyst
October 2005 – June 2006
Collected and analyzed technical data.
Prepared technical design documents.
Created Test Procedures and Test Cases from requirements for Black Box and White Box testing of the application.
Working closely with developers and project leads to ensure thorough testing based on requirements.
Extensively worked with White Box Testing for Java applications.
Involved in fixing bugs during the system testing phase.
Expert in testing applications developed in Java and J2EE.
Education
MS in Computer Applications
Osmania University, Hyderabad, India
Certifications/Courses:
Python, Business Analysis Foundation, Tableau, R Programming, Selenium, The Data Scientist Toolkit
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