Shruthi Chinthakayala

• Managed end-to-end upkeep and lifecycle operations of Meta’s server fleet and data center network infrastructure following rack turn-up, including comprehensive maintenance, troubleshooting, and repairs of ISP and OSP physical layers.
• Performed advanced diagnostics, troubleshooting, and remediation of Layer 0 and Layer 1 network issues, including fiber optic (single-mode and multi-mode) and copper (Cat6a, Cat6, Cat5e) media.
  Utilized OTDR, light source/power meter, and fiber inspection tools to locate and resolve optical losses, connector contamination, fiber breaks, and transceiver faults.
  
• Executed capacity upgrades, handled site-specific service requests, and performed both preventive and corrective maintenance to ensure optimal network performance and stability.
• Administered and documented network circuit troubleshooting, including diagnostics of DWDM, CWDM, and long-haul circuits.
  Followed detailed SOPs (Standard Operating Procedures) and MOPs (Method of Procedure) to assure precision and repeatability in maintenance and network changes.
  
• Led moves, adds, changes, and decommissioning (MACD) of network hardware, including rack turn-up activities, network build acceptance, and structured cabling QA/QC.
• Oversaw physical installation, replacement, and decommissioning of routers, switches, firewalls, optics, transceivers, and structured cabling.
  Conducted QA/QC on structured cabling (fiber trunk validation, patch panel labeling, polarity checks) to ensure adherence to Meta’s internal standards.
  
• Diagnosed and repaired network hardware, facilitated emergency restorations, and executed preventative maintenance to minimize downtime across critical data center operations.
• Coordinated and executed rapid incident response and service restorations under strict SLAs, minimizing MTTR (mean time to repair) and maximizing network reliability.
  Collaborated closely with NOC, network engineering, and vendor support teams for escalation, root cause analysis, and process improvement.
  
• Streamlined operational processes by integrating Run Ops and Repair functions under Internal Field Services, significantly improving efficiency, reducing handoff delays, and strengthening operational availability and infrastructure resilience.
• Monitored, tracked, and reported network incidents and maintenance activities via ServiceNow, Remedy, and proprietary Meta tools, ensuring SLA compliance and transparency.
  Demonstrated ownership over network availability, participating in on-call rotations, change management reviews, and cross-functional post-mortems.
  

• Configuration of Advanced Call Routing/Administrative ICM (UCCE) Scripts using Custom functions.
   Led the cutover from old local site-based routing to centralized SIP trunking, ensuring seamless transition
  and improved efficiency.
   Administered Cisco VoIP devices including IP Phones and Cisco Unified Communication Manager (10.x),
  ensuring optimal performance and reliability.
   Configured advanced call routing and administrative ICM scripts using custom functions, enhancing call
  handling capabilities and customer service efficiency.
   Implemented UCCE end-to-end troubleshooting methodologies, resolving complex issues and minimizing
  downtime.
   Installed and configured LAN/WAN networks, Cisco routers, and switches, implementing IPv4 and IPv6
  protocols on PTX platforms for enhanced scalability and performance.
   Managed Cisco ACI SDN architecture, reducing operating costs and automating IT tasks for greater data
  center scalability and visibility.
   Provided L1 and L2 support for UC and IPT issues, ensuring prompt resolution and adherence to SLA
  requirements.
   Led incident management efforts, resolving critical issues promptly and coordinating with TAC and third-
  party vendors for escalated support.
   Managed and optimized Palo Alto Firewalls, configuring rules and analyzing firewall logs to ensure network
  security and compliance with regulatory standards.
   Implemented least privilege user permissions using AWS IAM and Azure Active Directory, adhering to
  security best practices and company policies.
   Utilized SQL queries and commands to troubleshoot and resolve database issues in live and test
  environments, ensuring data integrity and system reliability.
   Provided Microsoft SQL Server architecture expertise, implementing best practices for database design and
  performance optimization.
   Ensured positive customer experience through First Call Resolution and minimized rejected resolutions,
  contributing to high customer satisfaction and service level adherence.
   Participated in creating proposals for service improvement plans, leveraging technical expertise to enhance
  operational efficiencies and service delivery.
   Updated and managed the knowledge base to ensure accuracy and accessibility of technical information for
  support teams.
   Trained and coached new hires, conducted analyst training sessions, and participated in hiring drives to
  build a skilled and cohesive team.
   Troubleshot issues with Win2000/2003, backups, Dell Servers, HP Servers, Exchange 2003, Citrix Metaframe
  4.0, SQL2005, HP Insight Manager, clustering, IIS, routers and switches.

Developed and executed complex SQL queries to extract, analyze, and report on UCCE and ICM data.
Developed and executed complex SQL queries to extract, analyze, and report on UCCE and ICM data, supporting
operational insights and decision-making processes.
Configured and maintained Cisco Dialer systems, ensuring compliance with dialing regulations and optimizing
system performance for seamless operations.
Collaborated with Cisco TAC and third-party vendors to resolve complex issues promptly, ensuring system
stability and minimizing downtime.
Implemented, configured, and troubleshooted routing protocols such as EIGRP, OSPF, and BGP, optimizing
network performance and reliability.
Escalated and supported Global NOC and local Network support teams for Accenture infrastructure worldwide,
ensuring high-quality service delivery and issue resolution.
Coordinated with centralized helpdesk teams to resolve reported incidents promptly, maintaining operational
efficiency and client satisfaction.
Played a key role in Infrastructure resiliency initiatives, bridging configuration gaps to achieve hardware-level
resilience as per Accenture standards.
Contributed to Capacity Management efforts, ensuring sufficient bandwidth availability and coordinating circuit
upgrades as necessary to meet project demands.
Led Problem Management efforts, conducting RCA analysis on Priority 1 incidents to identify root causes and
prevent future occurrences.

• Managed company data center and customer environments across 12 U.S. data centers using Nimzowitsch Spectrum.
• Handled daily troubleshooting for security infrastructure, including Cisco ASA firewalls and F5 load balancers.
• Implemented configuration changes on firewalls and security appliances as part of infrastructure expansion projects.
• Participated in firewall policy configuration, access control lists (ACLs), and VPN setup in collaboration with the security team.
• Monitored firewall logs and performed packet captures for advanced issue diagnostics and remediation.
• Supported outage resolution, root-cause analysis, and compliance-focused documentation for firewall-related incidents.
• Provided on-site support and coordination with third-party vendors for firewall hardware installation and maintenance.
• Acted as key contact for break-fix support involving firewall and security components.

• Responsible for maintaining an organization's local area network include installation, configuration, and testing of equipment.
• Installing LAN network components, tracking and renewing licenses for software and equipment as part of the ongoing maintenance of the network.
• Monitoring LAN performance and perform backups to ensure continuity in the event of network failure.
• Troubleshoot networks and user stations to identify and correct problems in a timely manner and escalating problems to vendor.
• Maintains network performance by performing network monitoring and analysis and troubleshooting network problems.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to jobs.