ASHOKKUMAR RUDRAKSHALA
Hyderabad
Summary
Results-driven Professional technical support specialist with 14.6 years of experience in operations management, incident management, release management, change management, and ITIL procedures. Proficient in promoting team development to improve operational efficiency in IT industry in domains like telecommunications, gaming, and banking.
Expertise includes monitoring overall process functionality, identifying improvement areas, and implementing measures to maximize customer satisfaction levels. .Troubleshoots highly technical, complex issues with ease and patience.
Overview
15
15
years of professional experience
Work History
Technical Support Specialist
TechMojo Solutions
08.2022 - Current
- Determine the update & upgrade requirements and incorporate them into the network infrastructure
- Managing AWS resources like ELK, Kafka, Cognito, and Shield.Cloudfront
- Deliver troubleshooting assistance and support in diagnosing & fixing the technical issues within the system
- Play a significant role in establishing the knowledge base and SLAs
- Develop and handle the alerts for AWS Infra, App, and service related
- Created monitoring and configured Alerts in Grafana, Prometheus, ELK and Dynatrace.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Implemented feedback mechanisms to gather valuable insights from clients, resulting in continuous service improvement.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Assisted in the development of internal knowledge base articles to expedite issue resolution for both peers and customers.
- Conducted regular system maintenance tasks, ensuring optimal performance and minimizing downtime for endusers.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Monitored systems in operation and quickly troubleshot errors.
Technical Support Manager
Tanla Digital Solutions private limited
11.2020 - 07.2022
- Contributed to overseeing and facilitating IT systems, hardware, and software installation and maintenance
- Supervised the technical support and helpdesk roles, ensuring effective and helpful support were provided to end users
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Held responsible for developing and administering the VM, AKS services in the Azure cloud
- Utilized Azure Monitor, Azure AppInsights, and LAWKS for preparing the alerts
- Integrated Azure ADO with Freshdesk ticketing tool
- Facilitated the monitoring by configuring the logicapps and shared dashboards
- Attained excellent knowledge of Azure EventHub (Kafka), Redis, and Traffic Manager
- Worked on the dashboard and tools for health monitoring and reporting issues
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Tracked KPIs and created continuous improvement plans.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Actively responded to customer queries and resolved the queries as early as possible
- Performed Nagios configuration for monitoring the health status of hardware, OS, application status, and DB backups
- Actively addressed and handled the alerts and tickets that the users either auto-generated or created.
Technical Support Manager
Netxcell Limited
04.2012 - 11.2020
- Hands-on Azure experience in creating and managing VMs
- Led cross-functional team for successful completion of multiple large-scale projects, ensuring timely delivery within budget constraints.
- Maximized resource utilization with effective management of personnel, materials, and equipment for optimal project outcomes.
- Reduced production downtime by developing comprehensive maintenance plans and training staff on preventive measures.
- Increased product performance through rigorous testing procedures and meticulous attention to detail in design phases.
- Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.
- Developed technical documentation for seamless communication of complex engineering concepts among team members and stakeholders.
- Hands-on AWS experience in managing EC2 instances, developing EC2 instances, and provisioning EC2 instances
- Reviewed the appropriate application logs and traces to troubleshoot the issues
- Shouldered the responsibility of leading the installation, configuration, and maintenance of Linux flavors (RHEL 5.8, 5.10, 6.8) on different Hardware (Dell and HP servers)
- Downloaded the user data from FTP/sftp and updating the database by preparing the Shell scripts
- Ensured smooth operations by configuring the DB scripts for daily database backup and scheduled in the production server
- Led the installation and expansion of voice &signaling cards such as Dialogic, NMS, Keygoe, and Audio codes
- Closely worked with the development, technical support, and quality assurance teams
- Reviewed the client's business and ascertained their requirements
- Carried out the weekly server health check-up and jobs configuration for auto move/deleting the log files.
Senior Engineer
Ericsson India
07.2010 - 03.2012
- Maintenance of data centre with telecom prepaid network nodes
- Operations & Maintenance of VAS & CORE Nodes of Ericsson
- System Health Checkups, Restoration and Troubleshooting
- Software & Hardware health checks of servers and fault rectification
- Conducted tests to determine success of product performance.
- Documented and developed engineering procedures and processes.
- Back Up of all the IN nodes (Daily and Weekly)
- Handling Ericsson’s Intelligent Network operations for a customer base of more than 10 Million
- Trouble-Shooting of Network & System related Problems escalated by Network Operations Centre Resolution of Customer network related Complaints and subscriber data management
- Determined equipment failure root cause and implemented solutions.
Engineer
Serveen Software system
12.2008 - 05.2010
- Network administration, which includes designing the LAN, setting up and maintaining
- Testing of DSP cards
- User and disk management
- Installing software to the user desktops as per the requirement
- Backup and recovery of OS and user files
- Monitoring system performance
- Attending and troubleshoot day-to-day problems.
Education
Bachelor of Engineering -
Anna University
11.2008
Skills
Technical Skils
- OPERATING SYSTEM: LINUX RHEL 510 and 68 / WINDOWS SERVER
- Data Centre: Install & configure racks, physical replacement of server parts
- DATABASE: My SQL, PostgreSQL
- Scripting and Automation: Shell Scripting: Bash, PowerShell
- CI/CD: Jenkins, GitLab CI
- Containerization: Docker, Kubernetes
- Version Control: Git, SVN
- Monitoring: Prometheus, Grafana, Nagios
- Logging: ELK Stack (Elasticsearch, Logstash, Kibana)
- Cloud platforms: Azure and AWS
- Message Queue Systems: QPID, RabbitMQ, Azure Event hub, Kafka
- Telecom/VAS : IVR, OBD & IBD, SMSC, SS7, CIP, SIP, MCA, PCA, SDP, AIR, SGSN, ADC
- Communication: Slack, Microsoft Teams
- Service management tools: Jira, Confluence, Freshdesk, Fresh service Azuredevops
Domain Skills
- Technical Troubleshooting
- Application Installations
- Software Debugging
- Performance Optimization
- Customer Experience Management
- Incident Management
- Application Support
- Customer Support
- ITIL Processes
- Cloud Computing
- Performance Monitoring
- Change Management
- Ticket Support System Management
Accomplishments
Awarded As best manager of the year for Recognized for outstanding contributions to the support team, including mentorship of colleagues and consistently going above and beyond job responsibilities.
Academic Qualification
- B.E in Electronics and Communication Engineering from Anna University.
- Diploma in Electronics and Communication Engineering from Vasavi Polytechnic College.
Skype Id
ashokkumar.rudrakshala
Location
Hyderabad
Personal Information
- Father's Name: R Veerabhadra Rao
- Mother's Name: R Ganga
Timeline
Technical Support Specialist
TechMojo Solutions
08.2022 - Current
Technical Support Manager
Tanla Digital Solutions private limited
11.2020 - 07.2022
Technical Support Manager
Netxcell Limited
04.2012 - 11.2020
Senior Engineer
Ericsson India
07.2010 - 03.2012
Engineer
Serveen Software system
12.2008 - 05.2010
Bachelor of Engineering -
Anna University
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