Senior DevOps & Cloud Engineer Resume Title

Palaniappan Venkatachalam, Senior DevOps & Cloud Engineer

Charlotte, North Carolina, United States, 609-***-****, *****.******@*****.*** PROFILE Senior DevOps & Cloud Engineer with 15+ years of experience designing, developing, deploying, and supporting large-scale contact-center and cloud infrastructure. Proven expertise with Infrastructure as Code, Docker, Kubernetes, Google Cloud, Git Lab, Genesys, Avaya, Nuance, Verint and related telephony platforms, combined with strong automation and tooling skills (Python, Shell scripting, Github & Argo CD) to reduce manual work and improve reliability. Seeking a challenging role to leverage expertise in DevOps Technologies and Cloud infrastructure to contribute to a dynamic team. TECHNICAL SKILLS

Core Google Cloud Skills

• Compute and Networking: Proficiency with Google Compute Engine, Kubernetes Engine, Cloud Functions, and VPC networking demonstrates the ability to deploy scalable applications and manage cloud infrastructure.

• Storage and Database Services: Knowledge of Cloud Storage, Cloud SQL, Firestore, Bigtable, and Spanner shows ex pertise in managing structured and unstructured data as well as global-scale databases.

• Cloud Security & IAM: Understanding Identity and Access Management (IAM), encryption, and best practices for se curing cloud resources illustrates a focus on enterprise-grade security.

DevOps and Automation Skills

• Infrastructure as Code (IaC): Proficiency with Terraform.

• CI/CD Pipelines: Experience using Cloud Build, ArgoCD,Gitlab,GitHub Actions enhances development workflow

• efficiency.

• Monitoring & Logging: Familiarity with Promotheus,Grafana,Datadog,Splunk,Foglight,AppDynamic,Kibana, to demonstrates the ability to maintain performance and troubleshoot production systems.

AI / Emerging Tech

Retrieval Augmented Generation (RAG), Model Contaxt Protocol(MCP), Langchain

Contact Center / Telephony

Genesys Servers, Genesys Mobile Services,Genesys Administrator, Nuance components, Nuance License Manager, Nuance Recognizer, Nuance Vocalizer, Nuance Speech Server, Language Packages, Avaya Servers, Avaya One X Agent, Avaya CMS, Avaya Messaging,System, IC Server, Sip server, TServer, GVP Servers, Session Manager.

Programming

C#.Net, Python, Shell Scripting,

Databases / Platforms

Cassandra, SQL Server Management Studio 2016, Oracle 10g, Vector Database ACHIEVEMENTS

I have completed Google AI Essential Certificate.

Received appreciation for implementing http request-based pod dynamic auto scaling in kubernetes.

Received Appreciation from Spectrum Customer Operation Team Vice President on implementing distroless docker image to get rid of Image size issue almost reduced to 80%.

Received an award from Senior Director on implemented AI Agent using RAG pipeline to helped on assisting business users to know more about billing information in split manner and also provide recommendation of how better can utilize amount on services like Mobile/Internet/ Video etc..

Received appreciation from Senior Manager on resolving Crashloopbackoff production issue in short turn around to avoid bigger impact to business.

EMPLOYMENT HISTORY

Feb 2021 – Present Charter Communication DBA Spectrum – Senior DevOps Engineer Charlotte Developed and Maintained infrastructure as code, resulting in a 40% reduction in building the resources time manually and 30% increase in system reliability. Experience in migrating existing infrastructure into cloud environment using infrastructure as code (Terraform).

Managed Mid-size team members and provided training on DevOps standard practice to follow per company policies.

Collaborate with Architecture and Development team to build infra resource for Kubernetes includes both Onperm and cloud(GCP).

Experience in upgrade Kubernetes cluster to new version Control Plane and Worker Nodes.

Experience in deploying application into containerize platform in both Onperm and Cloud using Kubernetes and GKE.

Experience in CRD and CR in Kubernetes.

Implemented automation process of finding out drift detection on cloud resources using GitHub.

Experience in developing application using Python, C#.net helped using in automation process.

Configure and Manage IAM Policies, Roles and Permissions to ensure least privilege access.

Experience in implementing CI/CD for multi-tier architecture microservices using cloud pipeline, GitLab, Github and ArgoCD. Reduced deployment time by 50% and increased frequency of application deployment release by 35%. Experience in installing, configuring and managing ArgoCD (GitOps) for continuous delivery of software.

Experience in handling production support incidents raised via JIRA / Cherwell / Ivanti ticketing portal system.

Experience in developing AI Agent using RAG and MCP Pipeline with Guardrails in place to safeguard sensitive information. Implemented Customer Bill Statement scanning mechanism and provide recommendation and detailed information about billing to customer.

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Sep 2016 — Jan 2021 Senior Associate, Cognizant Technology Solutions Teaneck Client : Charter Communication DBA Spectrum

Duration : 1/10/2017 to 01/30/2021

Project Description: Provided Technical support for Charter contact center applications like Avaya CM, CMS, SMGR, ETS studio, Virtual Hold, IVR, Verint, SIP, Aspect. Addressing day to day Call Center Agent facing issue with handling calls in Avaya along with other tool issues like Appbar, ASAPP Chat, Credit Calculator, Agent OS, NICE Toolbar, ETS Studio, UCM & UCC. Performed Tier 1, 2 & 3 production support for applications under Customer Care Operations. Developed scripts to automate repetitive tasks and proactive monitoring. Deployment of application into production, Paired with change management team to get approval of changes and prepared MOP and Monitoring plan also involved in RCA preparation for bigger impact of production issues. Also handled large number of ServiceNow/Cherwell inflow tickets related to call center issue were agents facing in day- to-day job like Dropped / Dead air calls, Misrouted IVR Calls, automation job failures, call recordings etc... Plenty of tools like PRTG, App Dynamic, CYARA, Datadog, Kibana, Fog lights & Splunk etc... In place to monitor proactively of whole charter eco system for stability to make sure business functioning efficiently without any issue. Client : Express Scripts

Duration : 09/05/2016 to 11/30/2016

Project Description : Worked in the specialty department with multiple teams like IVR, Routing, and RxHome, Jphone, and Outbound team. Involved with business stakeholders to do project planning and estimation of the projects in the portfolio. Also, worked on developing workflow application regarding prediction offered based on IVR request using UCS database lookup for patient identification and write the journey timeline which we can able to view it in GMS GUI, Used Soap UI and Rest client to send request and response for look up in UCS, also did load test with the help of these tools. Implemented customer journey in workflow using genesys platform components. Also involved on troubleshooting production issue via oncall basis. Jan 2010 — August 2016 Senior Software Developer, INTUPOINT INC D/B/A Pointel Solutions Responsibilities : Developing, Installing, configuring, Testing and supporting Genesys platform. Genesys Server : Sip Server, Resource Manager, Media Control Platform, Reporting Server, Outbound Contact Server, Outbound DB Server and Outbound Stat server. Project Description: Developed multiple applications using .Net framework both Thick and Thin Client with help of Genesys SDK to support call center agents. Applications like Softphone, Stacktikcer, DCCM, Chat and Email applications etc.. Also having very good experience with platform deployment and production support as well, Deployed and setup Genesys voice platform components and outbound components into UAT and PROD environment with enabling SSL security. Implemented HA sync for Sip server and T- Server components and clustering features has implemented for Resource manager to enabled hot standby mode. Installed latest version of nuance components and it has additional components to deploy while compare with earlier version. We have implemented TLSv1.x for secure and encrypt passing signals and transferring data between components. Implemented Preview, Push Preview and Progressive dialing mode in multi-site environment. It should have CPD features to detect Answering machine detection in progressive mode.I have worked with multiple clients related to setting up call center infra using genesys platform. EDUCATION

Jan 2009 MCA (Computer Application), SRM Institute of Science and Technology, Chennai Jan 2006 B.Sc (Computer Science), Bishop Heber College, Trichy Jan 2003 XII, Jothi Matriculation Higher Secondary School Jan 2001 X, Sri Vidya Mandir Secondary School

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