Devi Peddakotla

Result-oriented professional with 7.5 years of overall IT experience as a system administrator, salesforce admin, business analyst and quality analyst.

Senior Software Engineer

(2017-02 - 2024-07)

• Worked as a Senior Software Engineer from Feb 2017 to 26-07-2024.

JACOBS

• Worked on Voice SD project from scratch to provide service to Global customers on calls and chat 24/7.
• Good in the ServiceNow tool and have worked on Incidents, SCTASK, RITM, and Service requests.
• Good Knowledge of Active Directory and Enabling/Disabling the account.
• Able to handle all issues in Microsoft Office 365.
• Providing network folder access and distribution list access.
• Providing some licenses for Autodesk versions like Auto CAD, ESRI ARCGIS and CIVIl3D.
• Able to handle the installation and troubleshooting of construction-related software.
• Handling laptop performance-related issues.
• Will resolve the ServiceNow tickets with the client’s query and technical issues.
• Good knowledge of creating and executing call scripts, call tactics/etiquettes to handle various situations like frustrated customers, and phonetics usage.
• Handled Calls, Chats, Emails, and web submissions to resolve customer issues.
• Ensure the entire issue has been ticketed and resolved before SLA.
• Providing support in Application installations, Office 365 issues, Network related issues, Printer troubleshooting and sharing knowledge articles with the new team members.

Salesforce COE

Accel#2: WOTM

• Involved in business requirements gathering and preparing functional documents like BRD, use case documents and process flow diagrams that defined the primary goals, objectives, and scope of the project.
• Developed document working prototypes and workflow diagrams to facilitate a better understanding of the project.
• Performed complete analysis of existing systems in the organization and corresponding business processes for sales and marketing.
• Created custom objects, email templates, flows etc.
• Created user manual documents that help end-users in using a particular system, product or service seamlessly.
• Developed technical document which includes functionality, architecture, and implementation of the project.
• Importing data using the data loader tool.
• Created and maintained reports and dashboards to provide fast access to key business metrics.
• Testing the application developed by the team in the sandbox environment.

Salesforce COE

Accel#1: Order Management

• Requirement gathering and documentation.
• Monitoring the team.
• Creating users and roles under administration settings.
• Involved in the import and export of data into the salesforce application.
• Generated custom reports and dashboards. Worked on different profiles and permission sets.
• Creation of flows, email templates, email alerts and filed updates to implement business logic.
• Worked on standard objects. Maintained and developed the custom objects, custom fields, custom tabs, and validation rules.
• Defined lookup and master-detail relationships on the objects and created junction objects to establish connectivity among objects.
• Involved in Salesforce.com application setup activities and customized the apps to match the functional needs.
• Good knowledge of Web-to-Case, Email-to-Case, Knowledge Articles, and Omni Channel.

PRAHS

PRAHS-eTMF

• Involved in requirement overview meetings to get a better understanding and raise doubts to get clarified.
• Preparing weekly/monthly reports.
• Project-wise reports.
• Report data with Excel functions.
• Managed the team, prioritized and assigned tasks to the team members.
• Conducted daily status calls and prepared MOMs, motivated the team.
• Participated in case studies and effectively worked on HDTS.
• Interacting with the Clients, stakeholders, and External users.
• Granting and revoking access to the Users.
• Handled study maintenance and performance issues.
• Unlocking the documents.
• Worked with IP release workflows.
• Effectively Worked on Patch testing and preparing Patch Testing documents.
• Effectively working with multiple types of tickets.
• Good exposure on Summit Ai and BMC Remedy force.
• Worked with general workflow issues, document deletions, workflow Running and Workflow error issues.
• Training-related issues and metadata issues.
• Workflow To-Do-List, working with UARs.
• Document corruption, working with Folder related issues.
• Having good experience in PINC, Involved in Internal Audits.
• Preparing monthly metrics, artifacts, and project-related documents.
• Involved in the requirements, design documents, and understanding functionality of the process.
• Preparation of QMS documents, effectively working with Audit logs and application testing.
• Handling escalated tickets.
• Responsible for sending Daily and Weekly Execution (Status) Reports to Managers.
• Completing Cornerstone training before the due date.
• Good Functional and technical knowledge delivered to clients.
• Worked with Exporting studies, users access removals.
• Granting and Removing Box access to the Users.
• Working with External users, generating reports in Box.

Master of Computer Applications - SVU