Mahesh Babu Gumma

Associate Engineer

Virtusa Consulting Services Private Limited•  June 2022 - August 2024•  Hyderabad

Administered and configured Jira, crafted custom workflows, and leveraged JQL(Jira Query Language) for automation, enhancing project management efficiency. Delivered technical support for SaaS platforms like Signals Notebook and FlexNet, diagnosing complex user issues through email, chat, and phone to enhance user satisfaction. Pioneered and automated user licensing processes for Atlassian products using Python's openpyxl library, cutting manual effort by 30% and improving operational efficiency by 20%. Utilized SQL to analyze, troubleshoot, and optimize database queries, improving system performance. Led knowledge transfer sessions to train and onboard new team members, ensuring smooth project transitions. Oversaw incident management in ServiceNow, coordinated resolutions, and facilitated communication through calls, chat, and email, resulting in a 20% reduction in resolution time. Resolved high-priority, production-critical issues by collaborating with 5+ internal teams, driving prompt solutions, and ensuring SLA compliance. Authored and published knowledge base articles in Confluence, empowering internal teams and customers with enhanced self-service capabilities. Excelled in a fast-paced environment, collaborated cross-functionally, and delivered client support during US shifts, ensuring 98% customer satisfaction.

Intern

Virtusa Consulting Services Private Limited•  January 2022 - April 2022•  Remote

Engineered and deployed email automation solutions as an intern project using Automation Anywhere, reducing manual tasks and enhancing communication efficiency. Managed alerts and incidents within a simulation environment in ServiceNow, facilitating the rapid resolution of 20+ incidents daily. Collaborated with cross-functional teams to optimize incident management processes, accelerating response times and improving service delivery. Gained hands-on expertise in workflow automation and IT service management, establishing a solid foundation in enterprise tools and best practices.