Sumedha Agasimani

Senior Software Engineer (Support)

Subex Limited•  January 2023 - Present•  Bengaluru India

Supported Telstra Telecom Company in operations and managed over 50 change requests quarterly. Resolved 95% of complex customer technical issues through collaboration and industry-best troubleshooting practices. Diagnosed errors, reviewed code, debugged, validated, and conducted root cause analysis to resolve issues, achieving a 90% issue resolution rate. Contributed to 30% reduction in case escalation by replicating bugs to verify and address them, and enhancing automation. Provided technical leadership and mentoring to a team of 10 support engineers, resulting in a 20% improvement in their troubleshooting efficiency. Ensured system stability through rigorous UAT and production validations achieving a 15% improvement. Collaborated with Product Engineering teams, Services, Support, and regional teams, leading technical engagements that improved cross-functional communication by 40%. Mastered the Subex ROC PS application (Interconnect Billing system), enabling in-depth understanding of CR implementation and impact, resulting in a 50% increase in successful change request implementations.

Software Engineer (Support)

Subex Limited•  August 2021 - December 2022•  Bengaluru India

De-escalated 95% of difficult customer situations, working with executive levels and mentoring team members, resulting in a 30% increase in customer satisfaction. Coordinated training for new hires, conducted skill gap analysis, and delivered targeted training sessions, leading to a 25% improvement in team competency. Utilized SQL and update over 200 queries monthly, managed 100+ API and REST calls, reducing issue resolution time by 20%. Analyzed machine-generated data with Splunk, monitored system performance, and identified network issues including SSL, achieving 98% accuracy in issue detection. Diagnosed and resolved Java-based application exceptions, supporting cloud technology implementations, and troubleshooting efforts, leading to a 15% reduction in application downtime. Leveraged Agile methodologies to streamline the change request process, reducing development time by 40%.