Summary
Overview
Work History
Education
Skills
Websites
Accolades
Tools Used
Accomplishments
Timeline
Generic

VIJAYABHARATHI VIRUTHAGIRI

Bengaluru

Summary

Results-driven Technical Support Engineer with a strong background in network troubleshooting and customer support. Expertise in root cause analysis and cross-functional collaboration to drive timely resolutions for enterprise clients.

Overview

7
7
years of professional experience

Work History

Technical Support Engineer - MuleSoft

Salesforce India Pvt. Ltd.
11.2023 - Current
  • Provided technical support for Mulesoft Anypoint Platform, with hands-on troubleshooting and configuration across CloudHub 1.0, CloudHub 2.0 and Runtime Fabric (RTF) environments.
  • Supported deployments across both AWS and OpenShift-based Runtime Fabric clusters, assisting in diagnosing platform-level issues and infrastructure configurations.
  • Acted as a key liaison between customer success teams and engineering, collaborating closely to drive timely resolutions for global enterprise clients.
  • Performed root cause analysis on issues involving Kubernetes and Docker orchestration, platform networking and service discovery within RTF.
  • Assisted in configuring and validating VPCs, VPNs and private networking setups within AWS for secure connectivity.
  • Contributed to CI/CD pipeline discussions, providing insights on build and deployment workflows, familiar with the usage of GitHub repositories for managing configurations and integrations.
  • Ensured timely customer updates and follow-ups to maintain high satisfaction and adherence to SLAs.
  • Provided feedback to internal teams on platform enhancements based on customer scenarios and pain points.

Senior Enterprise Technical Support Engineer - SaaS

Infoblox Software Pvt. Ltd.
01.2022 - 11.2023
  • Dedicated DDI-SaaS support engineer currently handling more than 50+ globally leading enterprises around the world with their DNS, DHCP, IPAM configuration, network troubleshooting, and assisting them with the products' development, functionalities, etc.
  • Assisted the customers with SSO configuration and troubleshooting.
  • Experienced with API testing using the Postman tool and able to draft and read the Swagger API documentation.
  • Knowledgeable in all the Layers of the TCP/IP protocol and skilled in the L1, L2, L3, and L7 protocols.
  • Expertise in log analysis using Grafana-Loki, Kibana and in performance monitoring using Prometheus, Grafana.
  • Experienced with AWS EC2 instances, S3 bucket, AGA, and VPC.
  • Achieved 100% customer satisfaction with the higher number of cases handled so far.
  • Consistently collaborated with the R&D team, Sales, TAM, and Customer Support Specialists to ensure the customer concerns, and issues are addressed and resolved on time.
  • Proactively involved in testing the products and filed bugs and product enhancement requests.

Middleware Administrator for NTT's Client - Hilton Worldwide / Designation: Software Development Senior Associate

NTT DATA.
Bengaluru
11.2018 - 01.2022
  • Currently report to client from hospitality industry and maintain multiple middleware applications.
  • Administered Oracle WebLogic 12c server and Apache Tomcat server on Windows and Unix.
  • Configured, maintained and troubleshot issues for application servers (WebLogic, Apache Tomcat) and web server (Internet Information Services - IIS).
  • Deployed and troubleshot nearly 20+ web/enterprise applications and ensured 100% success rate among validation.
  • Handled security issues by installing and upgrading SSL Certs for nearly 50 client web/app server.
  • Successfully migrated 20+ applications from Oracle WebLogic 12c to Apache Tomcat 9.0.2 running on Java 1.8.
  • Facilitated Root Cause Analysis (RCA) on critical incidents and prevented the replication of problems and known errors.
  • Developed and ran scheduled jobs like Cronjobs.
  • Implemented process flow for Application Infrastructure Request, Change Request, and Incident Request.
  • Interacted with customers to solve their problems regarding issues related to specific application URL's.
  • Collaborated with clients and partners to ensure successful deployment of applications and received positive feedback upon validation.
  • Performed timely escalation of critical production incidents and proactively identified patterns of recurring incidents to improve service stability.
  • Worked under Standard Operating Procedure (SOP) framework and responded to incidents consistently meeting SLAs.
  • Provided 24/7 On-Call support on production environments including weekends and during holidays based on request.
  • Collaborated & built effective relationships with cross-functional teams to ensure strong management, cross-team dependencies and priorities.
  • Tools Used: ITSM/Ticketing Tool: ServiceNow, Salesforce; API Tool: Postman; Communication Tool: Slack, Webex, Zoom.

Education

Bachelor of Engineering (B.E) - Electrical and Electronics

SRM Valliammai Engineering College
Chennai
05.2018

Skills

  • Windows
  • Technical support
  • Network troubleshooting
  • Customer support
  • UNIX/Linux
  • SQL
  • GIT
  • Docker
  • Kubernetes
  • Terraform (basic)
  • Jenkins (basic)
  • Ansible (basic)
  • Oracle WebLogic 12c Server
  • Apache Tomcat 902
  • IIS
  • Amazon Web Services (AWS) - EC2, VPN, VPC, S3, CloudWatch, Athena
  • DNS
  • DHCP
  • TCP/IP
  • SSL
  • REST API
  • MuleSoft
  • SSO - SAML
  • Monitoring Tools - Prometheus, Grafana-Loki

Accolades

NTT DATA certified DevOps Professional - 2019, Automation Anywhere Certified Advanced RPA Professional - 2020, Knowledge of ITIL v4 Foundation principles, Certified Kubernetes Administrator - In preparation, Restorative, Responsibility, Discipline, Teamwork/Collaboration, Conflict Resolution, Consistency

Tools Used

ServiceNow, Salesforce, Postman, Slack, Webex, Zoom

Accomplishments

  • BloxOne High-Five Award in the year - 2023 from Infoblox

Timeline

Technical Support Engineer - MuleSoft

Salesforce India Pvt. Ltd.
11.2023 - Current

Senior Enterprise Technical Support Engineer - SaaS

Infoblox Software Pvt. Ltd.
01.2022 - 11.2023

Middleware Administrator for NTT's Client - Hilton Worldwide / Designation: Software Development Senior Associate

NTT DATA.
11.2018 - 01.2022

Bachelor of Engineering (B.E) - Electrical and Electronics

SRM Valliammai Engineering College

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VIJAYABHARATHI VIRUTHAGIRI