Vineelamary Bhandhanadham
Little elm,Texas
Summary
I'm a Dedicated L1 Production Support Specialist with 3+ years of experience providing first-level customer support, troubleshooting technical issues, and leveraging monitoring tools such as Splunk, Dynatrace, SolarWinds, and ThousandEyes to ensure system uptime. Adept at identifying, diagnosing, and resolving customer inquiries and escalating complex issues to higher-level support as needed. Looking to contribute my expertise in a dynamic environment focused on delivering seamless production support.
Overview
5
5
years of professional experience
Work History
L1 Production Support Specialist
Fidelity Investments
02.2024 - 09.2024
- Monitored production environments using Splunk, Dynatrace, and SolarWinds to identify potential issues and ensure optimal system performance.
- Responded to 50+ customer inquiries daily, providing solutions and basic troubleshooting for system-related issues.
- Used ThousandEyes to diagnose network performance issues, identifying and resolving bottlenecks that impacted application availability.
- Created and managed support tickets using ServiceNow, ensuring detailed logging of customer interactions and solutions provided.
- Escalated unresolved or complex issues to L2/L3 support teams when necessary, ensuring timely resolution for critical incidents.
- Assisted customers with account setup, product feature explanations, and general usage inquiries, improving customer satisfaction scores by 15%.
- Collaborated with internal teams to identify recurring issues and implemented preventive measures, reducing ticket volume by 10%.
IT Support Analyst
DXC Technologies
03.2020 - 08.2022
- Provided first-line support for production issues, including hardware, software, and network-related problems, ensuring timely resolution.
- Leveraged Splunk and Nagios to monitor system health and proactively address performance issues, reducing downtime by 20%.
- Assisted users in troubleshooting application errors and performance slowdowns using Dynatrace, improving incident response time by 30%.
- Managed and maintained knowledge base articles for common technical issues, enabling quicker issue resolution for users and support teams.
- Used SolarWinds to track and optimize network performance, identifying latency issues and addressing them before they affected end-users.
- Engaged in routine system health checks, reporting on system stability, performance metrics, and alerts from monitoring tools.
- Worked closely with L2 support and developers to escalate and resolve escalated incidents, ensuring system reliability.
Education
Master of Science - Computer And Information Sciences
Sacred Heart University
Fairfield, CT12.2023
Bachelor of Science - Computer Science
KHIT
Guntur, India06.2020
Skills
- Monitoring Tools: Splunk, Dynatrace, SolarWinds, ThousandEyes
- Ticketing Systems: ServiceNow, JIRA, Zendesk
- Languages: Basic SQL, Bash scripting
- Operating Systems: Windows, Linux
- Version Control: Git
- Other Tools: Nagios, Grafana, Kibana, VMware
Timeline
L1 Production Support Specialist
Fidelity Investments
02.2024 - 09.2024
IT Support Analyst
DXC Technologies
03.2020 - 08.2022
Master of Science - Computer And Information Sciences
Sacred Heart University
Bachelor of Science - Computer Science
KHIT
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