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Software Support Engineer - Coggle Diagram
Software Support Engineer
CDR Fallout Tracking and Repairing
Daily tracking of received CDRs (Call Detail Report) on automated e-mail reports on DOMO, maintained by ETL data pipelines, extracting datasets from SQL defined views.
CDR fallout repairing by creating SQL stored procedures to identify missing information on devices, SIM cards, and other required identities to link received usage with the correct customer
CDR fallout reporting on not traceable devices
Query database reporting and business intelligence tools for corporate data visualization
Integrated SQL database views into DOMO ETL pipelines, transforming and cleansing data to deliver reliable datasets for enterprise reporting and analytics.
Designed and maintained automated data workflows in DOMO through ETL development, consolidating information from multiple SQL sources to support business-critical dashboards and reporting improving data accuracy, consistency, and accessibility for business stakeholders.
Collaborated with business teams to define reporting requirements and deliver scalable dashboards that enhanced data-driven decision-making.
Service Delivery Optimization & Workflow Automation
created n8n automated reports on application support ticketing system to prioritize and categorize issues and track progress and status on tickets.
Managed and tracked support tickets, bug reports, feature requests, and change requests, as well as root cause analysis tasks, all in a single source of truth using Azure Boards.
Designed and implemented IT service solutions aligned with business requirements and operational objectives.
Directed service rollout activities, including deployment planning, testing, and production implementation using Azure Pipelines
Supported critical business services by managing incidents, service requests, and problem-resolution activities.
Analyzed service performance trends and drove continuous improvement initiatives to enhance reliability and user experience.
Maintained adherence to SLA commitments through proactive monitoring, performance reporting, and issue escalation management.
Partnered with stakeholders to identify service gaps and implement process improvements that increased operational efficiency.
Implemented monitoring and telemetry dashboards (Azure Monitor, App Insights, Log Analytics) to proactively detect cross‑system issues and reduce incident response times.
Correlated logs and performance metrics across interconnected applications to identify root causes and prevent recurring incidents.
Built automated alerting rules that notify support teams of performance degradation, enabling faster triage and minimizing service downtime.
Finance Invoice Generation and Automation / Month-end closing
Review SQL views and stored procedures for invoice generation and fix bugs encountered.
Work with Finance to collect the requirements and feedback on business rules and fixes needed on calculations for invoice generation.
Prepare and schedule along with development team the backend / frontend releases to support finance needs.
Supported the implementation and continuous enhancement of automated dunning processes, enabling timely customer communications, payment follow-ups, and service lifecycle management based on billing status.
Collaborated on the automation of dunning letter generation, including payment due-date evaluation, balance calculations, notification scheduling, and delivery of customer-facing communications.
Contributed to the design and support of automated service suspension workflows triggered by overdue payments, ensuring compliance with business rules and billing policies while minimizing manual processing.
Documentation
Designed and implemented a centralized documentation repository in Azure DevOps Wiki, developing standard operating procedures (SOPs) and technical documentation covering application support, data schemas, business processes, and platform concepts to improve operational efficiency and knowledge transfer.
Data Operations & Production Support
Developed and executed complex SQL scripts to perform bulk data inserts, updates, and corrections in production databases, ensuring data integrity and supporting the rollout of new business processes.
Designed and implemented data migration activities, including legacy system data conversions, schema updates, and production data transformations to support application enhancements and system upgrades.
Collaborated with cross-functional teams to analyze data requirements and deliver SQL-based solutions for non-automated workflows, enabling seamless process adoption and operational continuity.
Maintained and optimized database objects, views, and data models while supporting ETL and data integration initiatives, leveraging SQL and relational database technologies to improve data quality and accessibility.
Enhanced operational efficiency by automating recurring data preparation and migration tasks.
SLA Management and KPIs
Designed and implemented KPI dashboards leveraging ticketing system data to monitor team performance, workload distribution, and service delivery effectiveness.
Developed operational metrics and reporting solutions tracking ticket status, first response time, aging, and time since last update, enabling proactive management of support activities and SLA compliance.
Transformed service management data into actionable insights through dashboarding and performance analytics, identifying bottlenecks and opportunities for continuous process improvement.
Established SLA-focused monitoring and reporting frameworks, providing leadership with real-time visibility into service performance, response trends, and operational health.
SIM / eSIM Operations & Automation
Managed bulk service transactions including SIM/eSIM activations, plan modifications, and usage-control configurations (Autobar), ensuring accurate enforcement of spending and consumption thresholds across customer accounts.
Executed large-scale SIM and eSIM lifecycle operations across multiple carrier integrations, leveraging Python automation scripts and business APIs to provision, update, and manage subscriber services efficiently.