# Anil Kumar Reddy Lella - Experienced Technical Support Specialist
Source: https://hello.cv/anillella
Ludwigshafen

## Links
- LinkedIn | https://linkedin.com/in/anil-kumar-reddy-lella-077b5a369

## About
Highly experienced Technical Support Specialist with over 12 years of expertise in enterprise software environments, specializing in L2/L3 issue resolution, API integration, and SaaS platforms. Proven ability to reduce incident volume by 30%, achieve 98%+ SLA compliance across 1,000+ annual tickets, and lead cross-functional teams. Adept at root cause analysis, data integration, and client-facing communication, consistently driving customer satisfaction and operational efficiency in multi-lingual support contexts.

## Work
### Technical Support Specialist | Accenture (Client: BASF)
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Technical Support Specialist at Accenture, leading a 6-member team and providing L2/L3 support for PROS Pricing & CPQ tools to ensure high SLA compliance and optimal system performance.
- Led a 6-member technical support team, overseeing performance metrics and managing escalations to ensure high-quality service delivery and issue prevention.
- Maintained SLA compliance above 98% across 1,000+ annual tickets by optimizing support processes and proactive issue resolution strategies.
- Reduced repeat incident volume by 30% through proactive ticket analysis, comprehensive documentation, and strategic expansion of the knowledge base (Confluence).
- Validated and successfully deployed over 25 application fixes with zero post-deployment escalations, ensuring system stability and seamless updates.
- Investigated complex data anomalies and provided critical integration support using PHPMyAdmin, SQL, and API tools, resolving key system issues.
### Application Support Lead | Tech Mahindra (Client: BASF)
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Application Support Lead at Tech Mahindra, delivering L2/L3 support for Smart Pricing systems and managing critical deployments and upgrades.
- Delivered comprehensive L2/L3 support for Smart Pricing systems, overseeing successful deployments and upgrades to enhance system performance and reliability.
- Configured and rigorously tested complex data loads utilizing Oracle APEX and OWB, ensuring robust data integrity and optimal system functionality.
- Handled integration monitoring, conducted in-depth log analysis, and performed proactive system health checks to identify and resolve potential issues.
- Collaborated effectively with vendor (PROS) to resolve complex platform issues, significantly improving system stability and aligning solutions with evolving business needs.
### Data Migration Engineer | Tech Mahindra (Client: MTNL)
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Data Migration Engineer at Tech Mahindra, responsible for ETL processing, comprehensive data validation, and technical documentation for PeopleSoft CRM.
- Developed and executed efficient PL/SQL scripts for ETL processing within PeopleSoft CRM, ensuring accurate and timely data transfers.
- Supported the full data validation lifecycle, from initial mapping to post-load reconciliation and user signoff, ensuring data integrity across all stages.
- Produced detailed technical documentation and actively supported QA testing cycles, contributing to robust and reliable data migration processes.
- Supported over 15 successful client API integrations with platforms like Salesforce and SAP, ensuring seamless data flow and system interoperability.

## Education
### Jawaharlal Technological University, Hyderabad | Electrical & Electronics Engineering
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## Languages
- English
- German
- French

## Skills
### Technical Support & Operations
- Technical Support (L2/L3)
- Root Cause Analysis
- Issue Tracking
- Escalation Handling
- Monitoring & Troubleshooting
- Log Analysis
- Email Alerts
- Job Scheduling
- Functional Testing
- Release Validation
### API & Integration
- API Integration Support
- Configuration Management
- REST/SOAP APIs
- (S)FTP
- Web Services
- Data Integration
### Databases & ETL
- SQL
- PL/SQL
- Oracle
- MSSQL
- PHPMyAdmin
- ETL Processing
- Data Validation
### Tools & Platforms
- Jira
- ServiceNow
- Salesforce
- Azure DevOps
- GrayLog
- Confluence
- MS Office (Excel, Word, PowerPoint)
- Oracle APEX
- Oracle Warehouse Builder (OWB)
- PeopleSoft CRM
- PROS Pricing & CPQ
### Soft Skills & Communication
- Client-Facing Communication
- Cross-functional Team Leadership
- Customer-Centric Mindset
- Problem-Solving
- Analytical Thinking
- Technical Adaptability
- Proactive Troubleshooting
- Knowledge Base Documentation
- User Guides
- Technical Documentation

## Interests
### Music
- Regional music
### Sports
- Playing cricket
### Technology
- Exploring tech tools
- Process automation

## Source
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