Rawali Ponnada
Auckland,New Zealand
Summary
Service-focused IT Support & DevOps Professional with over 5 years of combined experience in technical support, incident management, and DevOps engineering. Proven expertise in resolving complex IT issues, managing service requests, and ensuring SLA compliance. Strong background in Microsoft environments, customer service, and cross-team collaboration. Looking to bring strong technical, organizational, and communication skills to a fast-paced Service Desk Engineer role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
Concentrix
Auckland, NZ
12.2023 - Current
- Respond to technical and non-technical queries, maintaining high customer satisfaction.
- Track and resolve service requests including account, payment, and access issues.
- Guide users through website/application features and troubleshoot problems in real time.
- Use CRM and ticketing platforms to log, escalate, and follow up on incidents.
DevOps Engineer
Cognizant
India
03.2020 - 04.2023
- Managed and escalated incidents across infrastructure, network, and software layers.
- Supported internal teams with efficient resolution of cloud and on-premise system issues.
- Built documentation and SOPs for recurring issues, contributing to knowledge base growth.
- Participated in Agile sprint planning and collaborated with developers on change requests.
- Identified and resolved complex cloud performance issues, enhancing system reliability and user satisfaction.
- Experience in resolving network-related queries, Linux, operating systems, and troubleshooting.
- Design, code, test, and implement software CI/CD pipelines for Java, using tools like Bitbucket, Jenkins, Git.
- Creating a Jenkins pipeline in GitHub and automating regular releases using GitHub, Ansible, and Kubernetes.
- Good working knowledge of AWS services, like EC2 and VPC (Virtual Private Cloud).
Technical Support Engineer
GlobalLogic Technologies
India
11.2017 - 12.2019
- Delivered Level 1 and 2 support to end users on Windows OS, Office apps, and internal tools.
- Resolved technical incidents over phone and chat while maintaining KPI targets.
- Maintained technical documentation and guided users through troubleshooting steps.
- Managed user accounts and permissions in Active Directory and Azure AD.
- Supported Office 365 applications and handled VPN and basic network configuration issues.
Education
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
Hyderabad06.2015
Skills
- Incident & Service Request Resolution
- Microsoft Windows OS & Office 365 Support
- Active Directory & Azure AD Administration
- Ticketing Tools & CRM Systems
- Knowledge Base Documentation
- Customer Communication & Issue Escalatio
- Linux/Network Troubleshooting
- Agile/Scrum Methodologies
- Time Management & Prioritization
- VPN
- Jira
Certification
- AWS Certified DevOps Engineer – Professional
- ISTQB Foundation Level – Certified Tester
- ITIL Foundation (familiar with principles and practices)
Timeline
Customer Service Advisor
Concentrix
12.2023 - Current
DevOps Engineer
Cognizant
03.2020 - 04.2023
Technical Support Engineer
GlobalLogic Technologies
11.2017 - 12.2019
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering
Jawaharlal Nehru Technological University
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