Vidhya G Email & Phone Number

Bengaluru, Ka, In

- Worked closely with Akamai’s premium customers and their technical operations teams to identify and rectify technical problems, employing a blend of service delivery and account management skills for effective solutions during both the pre-sales and post-sales stages.- Performed real-time troubleshooting during calls and efficiently handled numerous high- severity (Sev1) cases, demonstrating resilience and composure in critical situations.- Acted as a consulting engineer on various shifts, leading the charge in tackling complex issues and managing escalations to guarantee quick and satisfactory outcomes for customers.- Engaged in diligent monitoring and communicated updates on issue progress to customers, maintaining a commitment to transparency and proactive engagement throughout the problem-solving process.- Embarked on a journey to obtain a Cloud Computing certification, underscoring a dedication to ongoing learning and adaptation to new technologies, particularly with Akamai’s shift towards cloud computing solutions [Linode].- Assumed the role of primary contact in managerial absence, showcasing leadership abilities and readiness to navigate challenges effectively.

- Led real-time proactive monitoring of diverse live broadcast events (Cricket, Olympics, FIFA, IPL, Black Friday, and major E- commerce sales) to ensure flawless execution and an optimal user experience.- Addressed critical on-call issues with proficiency in CDN configurations, security measures, and TCP/IP protocols, achieved swift resolutions, and maintained system reliability.- Achieved high CSAT scores from premium customers, recognized for exceptional issue resolution and support experience.Key Achievements:- Received awards from global customers for rapid response and effective issue resolution.

- Served as the primary support engineer for various events, showcasing skills across web and media products and steered issue-resolution efforts.- Enhanced technical expertise through comprehensive training in diverse products, mastering web, security, and media tools and concepts.- Specialized in web protection (WAF) and DDoS mitigation, applying deep knowledge in certificate management and DNS solutions.Key Achievements:- Earned positive feedback for contributions to whiteboard sessions and support from managers, customers, and mentors during events.

Bengaluru, Karnataka, India

- Addressed a broad spectrum of technical issues, including Windows OS, shared drives, Office 365, laptop hardware, Cisco VPN, RSA tokens, and internet connectivity, delivering comprehensive application support.- Contributed to creating Knowledge Base articles, leveraging Service Now and AOTS (BMC Remedy) for efficient ticket management.- Led a team of 15 analysts, overseeing daily operations, ensuring compliance with procedures, and reporting improvements to senior management.- Seamlessly integrated ITIL practices to enhance service management strategies and ensured alignment with industry best practices for IT service delivery and support, resulting in improved service quality and operational efficiency.Key Achievements:- Awarded Ms. FIXIT for the highest ticket resolution count in October, November, and December 2019. Named 'Best Rookie of the Month' at DXC Technology in September 2018.