Rupa Pandoria Email & Phone Number

Charlotte, North Carolina, United States

Vendor for Charter Communications ( Distributed Access Architecture)

Charlotte, North Carolina, United States

▪ Technical Liaison as a full time contractor for BOA's flagship CashPro team, supporting 35k clients and 500k users across 175 countries contributing to nearly half a billion dollars in annual revenue.▪ Led a comprehensive internal wiki overhaul, validating and reformatting 500+ content pieces, cutting information search time by hundreds of hours, preserving institutional knowledge, and hitting a self-imposed 6-month deadline.▪ Ensured stability and performance of production environments collaborating off-hours when production environments were down.▪ Facilitated JDK upgrade Installations for ~14 applications, enhancing security across all environments.▪ Directed and coordinated with multiple operations and development teams to support customer resource provisioning, installing, upgrading, and maintaining applications on servers.▪ Innovated and streamlined the firewall request process, improving efficiency and tracking with JIRA.▪ Actively participated in rehost meetings & PI planning meetings, where Agile methodology was employed addressing team production or pre-production issues and providing timely resolutions, as part of the ‘Systems’ car.▪ Proficiently utilized proprietary BOA Tools and software to support change requests and work requests, applying the project management software JIRA.▪ Extensive hands-on experience in UNIX (Solaris), Linux, and Windows system infrastructure, covering network, firewall, and authentication deployments.▪ Validated firewall requests by logging onto Redhat servers and confirming opened ports using Python scripts.▪ Supported server authentication, permissions, and filesystem tasks efficiently using BOA Tools and software, including ARM, Confluence, SharePoint, PowerShell, and more, to facilitate change requests, work tasks, and status updates.

Charlotte, North Carolina, United States

▪ Independently deployed a SaaS POS system (Meevo) for 10 spa locations, a new cloud computing solution. Simultaneously, managed and supervised the core network infrastructure. This centralization and optimization of a 15,000-client database led to improved reporting availability and enhanced customer retention strategies. ▪ Researched and executed a tailored ticketing system in alignment with the franchise business model, resulting in enhanced incident management and substantial reduction in time dedicated to complex problem-solving.▪ Optimized productivity by transitioning office work from Google Sheets and Gmail to Office 365 as the Office 365 administrator. Successfully migrated the corporate office and around 30 employees to Microsoft 365, providing on-site training in Word, Excel, SharePoint, Outlook, Stream, and Teams.▪ Validated and implemented suggestions for process improvements and enhanced operational efficiencies.▪ Effectively delivered set-up of cloud-based audio systems (Cloud Cover) throughout all 10 locations.▪ Implemented multiple SOPs Best Practices, knowledge base documents, and instructional video MOPs using Microsoft Stream.▪ Demonstrated high adaptability and flexibility, including working evenings and weekends to ensure the successful completion of all projects and task.

Lawrenceville, Georgia, United States

▪ Swiftly diagnosed and provided solutions to technical issues for over ~30 MSO’s including but not limited to TWC, Charter, Cablevision, Comcast, Brighthouse, TiVo servicing 1000’s of clients. ▪ Regularly dispatched to on-site locations (California, Hawaii, New York, Ohio, North Carolina and more) for troubleshooting and the construction of new headend racks. ▪ Successfully restored video and operational issues escalated from the Cisco TAC team by troubleshooting and providing technical mitigations for operational problems, working on up to ~5-8 tickets per day. ▪ Demonstrated advanced configuration and support expertise with advanced video equipment, including SDV/VOD, interactive cable set-top box controllers, multiplexers, MPEG transport, and edge QAMs. ▪ Created and maintained comprehensive technical documentation detailing processes and procedures utilized in regular video operations, including providing training to junior engineers. ▪ Monitored and refreshed progress and information within the trouble ticketing system, simultaneously diagnosing issues and executing corrective actions in close collaboration with multiple teams.▪ Developed problem resolution procedures necessary to meet serviceability requirements. ▪ Performed administration of servers, and backup/recovery operations while effectively providing support 24/7 including on-call rotation. ▪ Utilized network traffic analysis tools, including Wireshark and TCPDump.