Flexible Technical Support Engineer and Operational Routing Engineer with 4+

years of experience helping clients maintain smooth operations.

WORK EXPERIENCE

2021-July - Technical Support Engineer

Current Ziwo Technology PVT LTD(Cloud Contact Software Centre),
Bangalore
 Analyzed issues to identify troubleshooting methods
needed for quick remediation.
ANIL KOTARU  Documented faults and bugs for referral to development
Technical Support staff for use in updates.
Engineer  Performed root cause analysis of reported issues to enact
corrections.
CONTACTMEAT  Configuring the providers on servers and tested the
providers and routed the traffic.
Address :3-13, Bayyavaram,  Escalating issues to the service Providers and follow up.
Guntur, Andhra Pradesh, identifies, diagnoses and resolves the technical problems.
522402.  Configure the Voice flows and Dial plans and working
Phone: +918555090435 hours & ECS based on customer requirement and delivered
to the production on time.
E-mail: anilkotaru7@gmail.com
 Start and stop & restart the servers. and if needed and
LinkedIn:https://www.linkedin.
install the software packages.
com/in/anil-kotaru-230808190
 Monitoring servers Disk usage and taking action
accordingly and if needed resize the disk/volume on AWS
SKILLS SUMMARY & servers. LB attaching & detaching and health checks
checking when changes pushed on the servers.
 Problem Solving  Deployment VMs On AWS and enabled the monitoring
 Quick Learner
tools. Knowledge on monitoring tools like Grafana,
 Team management Kibana, Fresh Ping.
 Linux Commands  Working on AWS Console, EC2, Load Balancer, Target
 Customer handling groups, Auto Scaling, AMI, IAM Role. EBS and AWS
 Cronjobs(Crontab) Metrics.
 Basics of shell scrips and GIT  Taking requirement from client and getting fulfilled via
requests. Tech/Dev Team
 Cloud Services (AWS, EC2,  Good Knowledge of, Linux commands, MySQL and basics
LB (Target Groups), EBS, of Shell Scripting.
Volumes, AMI, IAM, Auto  Setting the cronjobs and aware of Rest APIs and
Scaling, Cloud Watch) Integrations and used on Slack, Git, etc.
 Monitoring Kennel, SMPP,  Hands on experience on Jira to report the bugs and issues
SIP, Asterisk logs and to the development team.
Application logs.
 Preparing RCA for a raised issues and providing solution to
 Grafana, Kibana and Fresh
clients.
ping.
 Experience in Clout contact
2019-Feb - Technical Support Engineer
centers
2021-June MOB Texting (3M Digital Network PVT LTD), Bangalore
 Good experts in Voice flows.
 Learning GitHub, Jenkins,  Served as primary point of contact for support relating to

Ansible and Docker owned solutions and products.

 Analyzed issues to identify troubleshooting methods
needed for quick remediation.
AWARDS RECEIVED
 Explain the product and applications to the customers

Quest on Questions competition remotely using any desk and TeamViewer.

winner ( 2020) in 3 M Digital  Working on reports delivery reports call reports

Networks Pvt Ltd monthly/weekly and quarterly wise.

 Maintained response times to support business continuity.
 Responded to support requests from end-users and patiently
LANGUAGES
walked individuals through basic troubleshooting tasks.
 Resolve Fresh-desk and fresh-chat queries about
ENGLISH
production and application issues and services
TELUGU  Good understanding and experience in Ticketing tools and
boat chat escalations raised by the customers. Handle
EDUCATIONAL
Customer queries Over Phone, Mail Whats-app and Skype
HISTORY
and Other Communication mediums.
2013-Auguts-2017 May  Monitoring the logs from Servers and checking the SMS
delay and voice calls delay.
B.Tech. Electrical and
 Escalating issues to the service Providers and follow up.
Electronic Engineering
identifies, diagnoses and resolves the technical problems.
NRI Institute of Technology  Knowledge on SMPP, Kennel, Bulk Messaging, Cloud
Telephony products, Two ways SMS, REST API, etc.
Vijayawada.
 Upgrading the software in servers, Kennel Log Monitoring,
setting up server alerts via Fresh-ping.
 Hands of Experience on Linux Commands, and Writing
database queries when needed to fetch data from backend.
 Routing SMS Traffic to various operators as
when needed to be based on volume.
 Handling Domestic and International SMS and Voice
related Support.
 Knowledge Domestic and International DID & VMN
Numbers and Click2call, Outbound campaign calls and
basic IVR Configurations.

DECLARATION

I hereby affirm that the information provided above is true to

the best of my knowledge and correct.

Anil Kumar.