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@sandhyapallavithadak
Support Engineering Lead with a decade of IT industry experience.
With a decade of experience in the IT industry, I have developed a comprehensive understanding of support services, including production and non-production support, incident management, and root cause analysis. I am currently seeking opportunities in support lead or manager roles where I can leverage my expertise to drive efficient and effective support operations. My proven track record in overseeing support functions equips me to deliver impactful leadership and successfully manage support teams.
In my current role as a Specialist at AT&T Communications, I established a Non-prod Triage team and managed the seamless migration of an entire project from a vendor to an in-house setup within a tight three-month timeline. I have maintained a 99% SLA and enhanced stakeholder satisfaction through various automation strategies. My previous experience as a Senior Support Engineer at Walmart allowed me to refine incident management procedures, significantly improving SLA performance. I am eager to contribute to an organization's success by optimizing support processes and ensuring seamless operations.
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Work history, roles, and key accomplishments
AT&T Communications
May 2022 - Present (3 years 6 months)
As a Support Engineering Lead, I established a Non-prod Triage team, managed the migration of projects from vendor to in-house, and oversaw team management and performance assessments. I maintained a 99% SLA and enhanced stakeholder satisfaction through automation strategies.
Walmart
Jun 2021 - May 2022 (11 months)
In my role as Senior Support Engineer, I provided L1 & L2 support for Linux systems and improved incident management procedures, which enhanced SLA performance significantly.
TechMahindra
Nov 2014 - Apr 2021 (6 years 5 months)
As a Software Engineer, I supported on-prem application server deployments, managed certificate operations, and implemented monitoring solutions, creating automation scripts to enhance efficiency.
Degrees, certifications, and relevant coursework
Master's in Business Management, Business Management
2024 - 2025
Pursuing a Master's in Business Management with a focus on Strategy and Leadership, aimed at enhancing leadership skills and strategic thinking in business contexts.
Bachelor of Technology, Engineering
2010 - 2014
Completed a Bachelor of Technology (B.Tech) program, gaining foundational knowledge in engineering principles and practices.
Software and tools used professionally
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