Indhumathy Santhakumar

• Active listening and feedback Incorporation for Emotional intelligence and Relationship building.
• Designed and implemented a highly scalable, secure cloud infrastructure, resulting in a 50% reduction in downtime and a 25% increase in system performance.
• Ability to work effectively in diverse teams in a team-oriented environment.
• Coordinate with all the relevant groups to analyze the cause and perform in-depth analysis to determine the permanent fix.
• Team Leadership, Mentoring, Time management, Project management, prioritization, Decision making and Strategic planning.
• Backup and disaster recovery.

• Improved code deployment efficiency by automating processes with CI/CD pipelines. Developed and managed branching strategies, triggers, and integrations between Bitbucket and AWS using GIT.
• Monitored automated build and continuous software integration process to drive build/release failure resolution.
• Knowledge of monitoring, logging, and cost management tools that integrate with AWS.
• Successfully managed deployments on both on-premises and AWS environments.
• Creating and updating Security Groups as per the requirements.
• Creating an AMI from the instance and to reuse.
• Back up the EBS volume using the snapshot lifecycle Policy and Implementing IAM policies reducing 30 % security incident.
• Deploying new image updates and config updates in the client environment using shell script.
• Writing Docker compose files, and Kubernetes deployment files for the Development, UAT, and production environments.

• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Improved customer satisfaction by addressing and resolving technical issues efficiently.
• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Support and maintain confidential app accounts, licenses, and migration.
• XML and Schema for authoring, finding root causes in Manual issues.

Project 1: FlightOps solution Description: Pilot manual issue. Project 2: Fleet solution Description: Maintenance manual issue. Project 3: QA role Description: UI, Device (IOS and Android), and automation testing. Project 4: Manufacture solution Description: Manufacture manual issue. (POC CLIENT - ROLLS ROYCE). Project 5: ITS role for L1 and L2 (vSphere) basic support.

(Client: Rolls-Royce, Thales Group, Boeing, American and JetBlue Airlines)

• Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Reduced customer complaints with proactive issue identification and resolution strategies.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.

• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Investigated and resolved customer inquiries and complaints quickly.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.