Adusupalli Purnima

Over 5 years of experience in Healthcare and IT Services Organizations with Master's degree in computer science and Bachelor's degree in computer science & information technology. Quick learner and proficient in problem solving with good analytical skills. Currently working for 2 years for Lumen Technologies as Jr Engineer and Worked for 2 years as Technical Support in EClinical Works

Jr Engineer - Infosys, USA

(2024-04)

Client: Lumen Technologies

• Managed copper and fiber inventory across multiple service areas, accurately building and maintaining records in LFACS, SWITCH, EMS, CMS, and Service Delivery/NCON systems.
• Handled incoming calls and chats, achieving one-contact resolution and resolving customer escalations for delayed orders to ensure high-quality service
• Worked on End – End processing on Orders by clearing RMA in different systems through resolving issues related to discrepancies in Bonding groups, Denied service issues, DD issues , Discrepancies in Assignments in different systems , RMA related to Vlan, Issues related to Outages, Armor tickets, Issues on voice and data ports, Registering the ONT Issues ,Issues related to Modem , Terminal.
• Served as a subject matter expert on ensuring accurate database records and compliance with operational standards, leveraging strong multitasking and analytical skills to correct record discrepancies.
• Collaborated closely with co-workers, SME , and other departments like DSLOPS, Programming, LARG teams to resolve speed issues and network issues efficiently.
• Worked independently with minimal supervision and assistance, applying training materials and reference documents to maintain high accuracy and efficiency in resolving issues.
• Supported shift coverage including weekends and holidays to meet service level standards

Intern - Tredence, USA

(2023-11 - 2024-01)

• Snowflake training completed in Snowflake Partner network
• Good Understanding in Snowflake Architecture and snowflake features like Clone, Time Travel, Stages, Fail Safe Multi-Clustered Warehouse, CDC(Streams and Tasks) Learned to implement data pipelines in Snowflake
• Integrating snowflake between AWS S3, writing sql queries in worksheets to analyze data
• Establish Snowflake connection with Visualization tools such as Tableau, Power BI and analyze data.

Technical Account Manager - eClinical Works - Westborough, MA

(2011-09 - 2013-09)

Provided Technical support to the EMR products by collaborating with eClinicalWorks customers and providing day-to-day support in resolving various product related issues and support needs.

• Proficiently resolved production issues related to: Workflow, ensuring smooth operation of healthcare processes. Data quality, maintaining high standards of accuracy and integrity. Product-specific issues, addressing EMR software-related challenges. Environment-specific issues, ensuring system stability in different setups. Networking issues, ensuring seamless communication between systems. Scheduled tasks, ensuring timely execution of critical processes. Report generation issues, enabling clien
• Wrote queries in MySQL or MSSQL to identify and resolve issues.
• Conducted regular product reviews with clients, providing insights into new features, updates, and best practices to optimize their EMR usage.
• Developed and maintained detailed records of client interactions, technical issues, and solutions, contributing to the continuous improvement of support processes.
• Assisted in the creation of knowledge base articles and troubleshooting guides to help clients self-solve common issues and improve user satisfaction.
• Collaborated closely with development and QA teams to prioritize and resolve client-reported issues, facilitating product improvements and client satisfaction.
• Worked with different teams to resolve client issues in Testing environments, Stage, and Production environments by connecting to the system using remote desktop connectivity applications.
• Actively participated in the identification, documentation, and tracking of software defects, creating detailed bug reports for efficient issue resolution.

Application Developer - IBM India Ltd.

(2008-05 - 2008-11)

• Campus Selected for IBM and got trained in JAVA, Oracle, and IBM Identity Management tools (Tivoli Integrity and Tivoli Access Management)
• Worked in Security and Privacy departments using Tivoli Integrity and Tivoli Access Management tools.

Master of Science - Computer Science - Rivier University Nashua, NH, USA

Bachelor of Technology - Computer Science and Information Technology - JNT University Hyderabad, India