Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Personal Information
Certification
Timeline
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NITHIN KUMAR R

NITHIN KUMAR R

Ambattur

Summary

Accomplished technical support professional with a proven track record of providing effective solutions to complex technical issues. Demonstrated expertise in managing escalations and improving system performance through collaborative problem-solving efforts. Recognized for adaptability and dedication to achieving team goals, with strong skills in troubleshooting and customer communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Engineer

Walmart Global Technology Services Private Ltd
08.2020 - Current
  • Developed and maintained detailed documentation of troubleshooting procedures and resolutions, streamlining future problem-solving efforts.
  • Contributed valuable insights during product development meetings based on firsthand experience supporting endusers.
  • Participated in after-hours on-call rotations, providing reliable support coverage for urgent client concerns outside regular business hours.
  • Assisted new hires with onboarding tasks, including system setup and training on company policies and procedures.
  • Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
  • Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
  • Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
  • Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
  • Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
  • Reduced ticket response time by automating routine tasks and optimizing workflows within the support team.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
  • Handling support tickets and driving for closure with minimal TAT.
  • Creating KB articles and stackoverflow answers for support issues to enhance developer experience.
  • Coordinating with Engineering teams for process improvement activities and acquiring additional scope of work.
  • Monitoring grafana dashboards for any high priority alerts,
  • Involving in Devops activities like configuration changes to the network flow.


Network Engineer (Interface Security Systems)

CSS Corp Private Limited
10.2019 - 08.2020
  • Troubleshooting LAN/WAN networks remotely by logging to Cisco Routers, Netgear and Forinet switches.
  • Troubleshooting network connectivity issues remote as well as manually by handling customers through calls/ chats.
  • Configuring and Troubleshooting ISP based modems from different vendors which includes AT&T, Comcast, Verizon, Spectrum etc.
  • Handling customers and ISP providers through calls and fixing the network issues remotely by troubleshooting.
  • Monitoring the network alerts such as switch down, Router critical, WAP critical through Manitou substation.
  • Troubleshooting High packet loss, intermittent issues and providing network stability.
  • Handling various high priority tickets ranging from SEV 1 to SEV 4.
  • Having co ordination with Level 2/ Level 3 team and hand off escalation cases.
  • Logging into the Cradlepoint and configuring network issues.
  • Providing timely action on the issues logged in the ticketing tool within the specific SLA.
  • Tools and applications used are Manitou, Navision, OVRC, Cisco Meraki, Cradlepoint, Putty.

Engineer - Network Planning and implementation

Tata Communications Transformation Services Ltd
05.2017 - 10.2019
  • Support and provide solutions for network failures
  • Responsible for planning the Core network connectivity.
  • Planning the installation of switches and routers and per client requirement.
  • Installation of Nokia 7210 SAS-E and SAS-SX switches with 1Gb backhaul.
  • Installation of Cisco ASR 903 Routers with 10Gb backhaul connectivity.
  • Migration of circuits from SAS-E to SAS-SX.
  • Hands On experience on network build tools which includes Cramer, Amdocs CRM, MORI , TC10.

Education

Bachelor of Engineering - Electronics and Communication Engineering

Velammal Engineering College
01.2016

Skills

  • CDN
  • F5 Load balancer
  • GSLB
  • SLB
  • HTTP,HTTPs
  • DNS, TCP/IP
  • Splunk, Grafana
  • Problem management
  • Network configuration
  • JIRA
  • Cloud Native platform
  • Azure fundamentals

Accomplishments

Was awarded with a Bravo star award for being part of a critical decommission activity for migrating more than 150 sites from Zycada CDN to other Multi CDN setup.


Was part of Automating the JIRA task were repetetive follow ups and new assignee will be added automatically.


Improving the support process by enhancing slack support thread by adding auto GENAI responses with the keyword trigger.


Helped onboard new associates to the team acting as a SME to the Product support.



Languages

English
Tamil
Telugu

Personal Information

Date of Birth: 01/27/95

Certification

  • Azure AZ 900
  • CCNA Routing and switching.

Timeline

Tier 2 Technical Support Engineer

Walmart Global Technology Services Private Ltd
08.2020 - Current

Network Engineer (Interface Security Systems)

CSS Corp Private Limited
10.2019 - 08.2020

Engineer - Network Planning and implementation

Tata Communications Transformation Services Ltd
05.2017 - 10.2019

Bachelor of Engineering - Electronics and Communication Engineering

Velammal Engineering College

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NITHIN KUMAR R