PADMA PRIYA
Chennai
Summary
Results-driven IT professional with 16+ years of experience in network engineering, cloud environments, customer support management, and technical operations. Proven track record in troubleshooting, deployment, automation, and cross-functional collaboration. Skilled in multi-platform environments (Windows, Cisco, Juniper, Cloud) with professional certifications from CISCO, Juniper, and Microsoft. Adept at leading teams, managing escalations, and driving operational excellence through process improvements and automation.
Overview
16
16
years of professional experience
Work History
Manager - Customer Support Iotium
Technical Skills and Experience
08.2018 - Current
- Hands-on experience working in cloud environments including AWS and Azure.
- AWS: VPC configuration, VPC Peering, Transit Gateway setup and troubleshooting.
- Azure: Resource Groups, Storage Accounts, VM provisioning, and Route Table configuration for on-premise connectivity.
- Python scripting for automation, API integration, and support-related data processing.
- Familiar with BACnet/IP and BACnet routing concepts.
- Experience in Cisco Smart Rooms deployment processes.
- Perform analysis, recreate customer-reported issues, and provide detailed Root Cause Analysis (RCA).
- Verify and validate environments prior to production release to ensure stability and compliance.
- Reproduce critical customer issues and coordinate with Engineering teams for bug fixes or enhancements.
- Develop internal documentation, Standard Operating Procedures (SOPs), and knowledge base articles.
- Lead training and mentoring programs for new team hires.
- Manage escalations and collaborate with cross-functional teams for deployment and support resolution.
- Work closely with customers for issue clarification, troubleshooting guidance, and deployment support.
TAC Engineer
Juniper (via CSS Corp)
09.2013 - 02.2018
- Analyzing, monitoring, configuring and troubleshooting network issues for Juniper EX and QFX series platforms.
- Working on problem tickets on the daily basis to ensure the issues are getting resolved in a timely manner.
- Distributing the problem tickets among the team and performing audits on those tickets to make sure they are heading towards resolution.
- Assessing and recommending network designs, IP address schema and system services to the clients.
- Performing packet level analysis to isolate the network device related issues.
- Troubleshooting issues related to layer 2/3 network connectivity on customer networks with related to other vendor products like CISCO, HP, and IBM.
- Configure, test and replicate the issues in the lab environment to provide a fix.
- Assess and recommend software upgrades or downgrades to the clients if they hit a bug.
- Filing Problem Reports with engineering team for Software Bug investigation.
- Assessing and recommending improvements to clients over network operations, Juniper hardware and Juniper operating systems during related issues.
- Prepare, document and upload the Knowledge base articles to the online portal containing a problem and its resolution to help the clients.
- Monitoring network traffic, and activity, capacity and usage to ensure continued integrity and optimal network performance during client maintenance windows.
- Responsible for providing RCA (Root Cause Analysis) reports, after the customer faced any issues in the Enterprise network.
- Assisting the escalations from L1 engineers.
- Mentoring of new engineers in floor.
- Ensure the Team is getting updated regarding new Technology and Features in EX platform by taking presentations and discussions.
- Assist to plan and Implement the new policies/upgrades in the team as per management requirement.
- In Juniper Platform Hands on Experience in:
Senior Trainer
NIIT
10.2011 - 09.2013
Network Admin/Trainer
Secent Technologies
11.2010 - 10.2011
Executive Tech Support
Accel IT Resources
08.2009 - 11.2010
Education
B.E. - Computer Science & Engineering
Periyar Maniammai College of Technology for Women
01.2009
Skills
- Cloud Platforms: AWS (VPC, VPC Peering, Transit Gateway), Azure (Route Tables, Storage Accounts), VMware, OpenStack
- Networking: Juniper EX/QFX series, Cisco (VLAN, VTP, ACLs), L2/L3 Protocols (BGP, OSPF, RIP, VLAN, STP, MSTP)
- Automation and scripting: Python, API integrations
- Security: Firewall Filters, ACLs, 8021X, DHCP Snooping, NAT
- Tools: Wireshark, IXIA, SNMP, Port-Mirroring, sFlow
- Leadership & Operations: Team management, technical escalation, knowledge base development, training & mentoring
Languages
- English
- Tamil
Timeline
Manager - Customer Support Iotium
Technical Skills and Experience
08.2018 - Current
TAC Engineer
Juniper (via CSS Corp)
09.2013 - 02.2018
Senior Trainer
NIIT
10.2011 - 09.2013
Network Admin/Trainer
Secent Technologies
11.2010 - 10.2011
Executive Tech Support
Accel IT Resources
08.2009 - 11.2010
B.E. - Computer Science & Engineering
Periyar Maniammai College of Technology for Women