IT Support & Release Lead Specialist

Subhashini Chittepu

Phoenix, AZ 201-***-**** *****.********@*****.*** LinkedIn:

Professional Summary

IT Support Specialist with 9+ years of experience providing application support, troubleshooting technical issues, and assisting end users across healthcare, insurance, and financial domains. Strong background supporting CRM and BPM applications (including Pega), resolving Level 1–2 incidents, analyzing logs, and collaborating with cross-functional teams. Adept at managing multiple tickets, documenting solutions, and delivering excellent customer service through phone, email, and chat. Skilled in issue triage, root-cause analysis, and supporting production environments.

Core Competencies

Help Desk / Service Desk Support

Incident Management (L1/L2)

Ticketing Systems (Jira, Rally, Service Desk)

Application Troubleshooting (CRM, Pega)

Customer Service & End-User Support

Technical Communication

Knowledge Base / FAQ Usage

SQL (basic querying)

Logs & Monitoring (Splunk, Tomcat, Unix/Linux)

Hardware/Software Troubleshooting

Agile/Scrum Collaboration

Technical Skills

Category

Skills

Applications

Pega PRPC, CRM tools, SOAP UI, Postman, Splunk

Issue Tracking

Jira, Rally, Confluence

Operating Systems

Windows, Linux, Unix

Databases

Oracle, MS SQL Server

Networking/Tools

FTP, Telnet, PUTTY

Programming (Basic)

Core Java, C, C++

Professional Experience

Infinite Computer Solutions — IT Support Analyst / Application Support (Apr 2024 – Dec 2025)

Client: Molina Healthcare – Clinical Profile Application

Provided daily support for enterprise clinical applications, resolving user issues related to member 360 data, claims, demographics, and service history.

Performed Level 1–2 troubleshooting by analyzing logs, API responses, and data from source systems (CCA, Salesforce, QNXT, QDRM).

Responded to tickets within SLA, documented findings, and communicated resolutions clearly to non-technical users.

Supported QA teams during testing cycles and assisted with validation for large-scale enhancements.

Participated in deployment activities and performed post-deployment checks to ensure system stability.

Collaborated with API teams, business users, and offshore teams to resolve issues efficiently.

Environment: Pega 8.7, SQL Server, Linux, Tomcat, Splunk, Postman

Cognizant Technology Solutions — Service Desk / Application Support Analyst (Dec 2019 – Mar 2024)

Client: Express Scripts – Care Central Rx Processing

Supported pharmacy operations by troubleshooting claim processing, insurance changes, and workflow issues.

Worked directly with technicians and pharmacists to resolve application issues during pilot releases.

Investigated integration failures using logs, API traces, and Splunk dashboards.

Managed tickets in Jira and ensured timely updates and resolution.

Assisted QA teams with test execution and validation of fixes.

Supported release deployments using Jenkins.

Client: BB&T – CEO Complaint System

Provided support for a Pega-based CRM used for complaint intake and tracking.

Resolved issues related to UI, workflow steps, and data inconsistencies.

Client: Wells Fargo – IRMT

Supported customer remediation workflows and resolved application issues across compliance and audit teams.

Client: CSAA – Mobilities (MRM)

Supported CTI call integration and IVR-related issues for customer service agents.

Monitored logs via Splunk and resolved real-time user issues.

Syntel — Technical Support Engineer / Integration Support (Oct 2016 – Jul 2019)

Provided application and integration support for multiple Pega 7.x platforms across American Express and Anthem.

Troubleshot SOAP/REST service failures, validated request/response structures, and coordinated with API teams.

Resolved UI rendering issues, data page errors, and connector failures.

Participated in Pega version upgrades and fixed uplift-related defects.

Supported UAT, regression testing, and production validation.

Documented recurring issues and contributed to knowledge base improvements.

Environment: Pega 7.x, WebSphere, SOAP UI, JIRA, Tomcat, Windows/Unix

Education

Master of Computer Science — Manipal University, India

Bachelor’s Degree — Sri Krishna Devaraya University, India

Certifications

Pega CSSA (7.1)

Pega PCSSA (8)

Pega CSA

Professional Scrum Master – PSM I & PSM II

Additional Strengths

Strong ability to translate technical issues into simple, user-friendly explanations.

Excellent multitasking skills — able to manage multiple tickets simultaneously.

Experience supporting large-scale enterprise applications with high user volume.

Calm, patient, and customer-focused approach to problem solving.

Contact this candidate