Savitha Shetty
Bengaluru
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
1
1
Certification
Work History
Specialist – Technical Support
AT&T Communications Services Private Limited
- Monitor and optimize cloud infrastructure performance
- Configure and maintain AWS services such as EC2, S3, RDS, and VPC
- Troubleshoot and resolve AWS cloud infrastructure issues
- Provided production support for network monitoring applications such as SMARTS, Nagios, and Vitalnet.
- Implemented and configured LibreNms monitoring tool.
- Troubleshot system management tools functions (monitoring) when errors occurred; performed troubleshooting network issues and device discovery issues by analyzing logs
- Supported the EMC SMARTS monitoring platform and resolved issues related to network monitoring
- Worked on performance issues on Linux and Windows servers, optimizing CPU, memory, and disk usage
- Participated in meetings related to P1 incidents, providing root cause analysis and SLA details to the leadership team
- Resolved issues related to SNMP monitoring and network connectivity
- Coordinated change management activities as a change coordinator
- Ensured resolution of all P1 issues within SLA; assisted the product owner in prioritizing product backlog items in Jira
- Collaborated with application owners to gather details and support requirements for a smooth transition to Tier2 team
- Successfully led the migration from RHEL5 to RHEL7 servers, ensuring minimal disruption and improved system performance
- Collaborated with application owners to gather requirements and support a smooth transition to the Tier 2 team, resulting in seamless knowledge transfer and enhanced support capabilities
- Implemented knowledge management systems for incident resolution, improving efficiency and reducing resolution times
- Monitored and reported on service desk performance metrics, including response times, resolution times, and customer satisfaction, leading to continuous improvement and enhanced service delivery.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Service Desk – L2 Support
Accenture India Private Limited
- Resolved P1 and P2 tickets on a priority basis, ensuring timely resolution
- Reviewed KPIs for the service desk team; provided feedback for improvement
- Monitored & reported on service desk performance metrics, including response times, resolution times, and customer satisfaction
- Developed & maintained knowledge management systems for incident resolution
- Provided support for monitoring tools such as BMC Performance Manager Portal and EMC SMARTS
- Worked on various types of monitoring, including databases, servers, networks, log files, event logs, processes, and network devices
- Set up email notifications for monitoring alerts; implemented knowledge management systems for incident resolution, improving efficiency and reducing resolution times
- Monitored and reported on service desk performance metrics, including response times, resolution times, and customer satisfaction, leading to continuous improvement and enhanced service delivery.
Service Desk Lead
Infoservices Private Limited
- Monitored & managed incidents in BMC Remedy ITSM, provided L2 support, participated in Sev1 incident bridge calls, escalated P1 incidents, kept users informed, collaborated with engineers for operations, generated incident reports, and coordinated with Procurement for asset orders.
Service Desk
Allied Digital Services Limited
- Managed incident, problem, & asset management for over 1000 assets, coordinated with vendors, tracked incident tickets, maintained inventory, conducted review meetings to achieve SLA metrics, and sent incident notifications & outage reports on time.
- Streamlined service desk operations for increased productivity and faster response times.
IT Helpdesk
CMS Computers Private Limited
- Created incident reports for SLA calculation, provided L1 support for Outlook issues, assigned incidents to engineers for L2 support, and coordinated with vendors for IT equipment delivery, printer installation, router installation, leased line connection, and network cabling, among other tasks.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
IT – Help Desk Coordinator
Linear InfoTech Private Limited
- Assigned tickets to engineers based on priority, prepared incident reports of engineers in an Excel sheet, and closed incidents while maintaining records of IT assets.
Education
Electronics And Communications Engineering
Engineering Diploma in Electronics & Communication engineering - Govt Polytechnic for Women Hassan.
Skills
- Strategic IT professional with 13 years of experience in IT Service Operations- Tier2/Tier3 Linux support, Shell scripting, Incident Management, Change Management, AWS support and providing Application Support,
- Strong expertise in Linux & Windows server optimization
- Experience in designing and deploying highly available, scalable and reliable applications in AWS, experience in using CloudFormation for provisioning and maintaining infrastructure in AWS cloud
- Deep hands-on knowledge of various AWS services like VPC, EC2, ELB, EBS, IAM, S3, Auto Scaling, cloud Wach, RDS, Cloud formation, Route53 etc
- Network Monitoring
- Performance Optimization
- Infrastructure monitoring
- AWS Cloud Support
- Application Support
- Application Support for monitoring tools such as EMC SMARTS, Nagios, Vitalnet and LibreNMS
- Linux and shell Scripting
- Proficient in Windows & Linux Operating Systems
- Linux & Network Troubleshooting
- Cloud Computing Expertise in AWS
Certification
- RHEL7 – RedHat Certified System Administrator (RHCSA)
- Certified Scrum Master (CSM)
- AWS Solution Architect - Associate
- Microsoft Azure Administrator - AZ-103
- Microsoft Azure Fundamentals- AZ-900
- Prince2Agile (Foundation & Practitioners)
- ITIL V3 Foundation
Languages
English
Kanadda
Hindi
Tulu
Timeline
Specialist – Technical Support - AT&T Communications Services Private Limited
Service Desk – L2 Support - Accenture India Private Limited
Service Desk Lead - Infoservices Private Limited
Service Desk - Allied Digital Services Limited
IT Helpdesk - CMS Computers Private Limited
IT – Help Desk Coordinator - Linear InfoTech Private Limited
Govt Polytechnic For Women Hassan - , Electronics And Communications Engineering
- RHEL7 – RedHat Certified System Administrator (RHCSA)
- Certified Scrum Master (CSM)
- AWS Solution Architect - Associate
- Microsoft Azure Administrator - AZ-103
- Microsoft Azure Fundamentals- AZ-900
- Prince2Agile (Foundation & Practitioners)
- ITIL V3 Foundation
Similar Profiles
Ramprasath PandianRamprasath Pandian
SALES SUPPORT-ANALYST (Global Sales Operations) at Tata Communications Ltd. (Payroll of Prompt Personnel Consultancy Services Private Limited)SALES SUPPORT-ANALYST (Global Sales Operations) at Tata Communications Ltd. (Payroll of Prompt Personnel Consultancy Services Private Limited)
DHARANI JDHARANI J
Senior Network Engineer at TATA COMMUNICATIONS LIMITED / Novamesh Private LimitedSenior Network Engineer at TATA COMMUNICATIONS LIMITED / Novamesh Private Limited
D VasuD Vasu
Deputy Director - OEM at Communications Test Design India Private LImitedDeputy Director - OEM at Communications Test Design India Private LImited