Keerthana Shanmugasundaram

As a solo Cloud Engineer at Ecopulse, I cross-functionally collaborate with DevOps, Security, and Product teams to transform Customer requirements into secure and scalable solutions by automating AWS infrastructure, reducing infrastructure costs by 35% and saving Ecopulse $1M in renewals and expansions. I positioned Cloud and Security teams as innovation leaders by optimizing authentication, automating synchronization, and building a Gen-AI pipeline, streamlining engagement strategies, and ultimately driving a 40% increase in long-term user retention. • Engineered a Cognito-based authentication system, accelerating login success rates by 28% by analyzing user-behavior metrics using monitoring tools, performing root cause analysis on failed authentication flows, and implementing targeted UI enhancements through continuous integration. • Automated 1M+ users synchronization between the database and Cognito, reducing data inconsistencies by 35%, by designing a serverless architecture using RDS, Lambda, API Gateway, and EventBridge with CloudWatch alarms to detect sync failures and latency anomalies. • Optimized chatbot response accuracy by 42% and enabled real-time knowledge updates by designing a GenAI pipeline for customer support chatbot using Bedrock, Transcribe, Cloudwatch, and SNS via cross-team collaboration. • Administered Cloudflare Zero Trust VPN, enhanced infrastructure security by 16%, ensured compliance, and boosted remote developer productivity by 20% by conducting detailed log analysis and configuring policies based on security best practices and organizational standards.

As the Senior Technical Support Engineer at Tata Consultancy Services, I led the Support team to transform the common customer pain points into technical requirements by designing workflow and integration tools, reducing IT ticket resolution time by 24% and achieving a 4.8/5 customer satisfaction rating. I built ITSM knowledge-base documentations that empowered the support team, boosting response speed by 40% over my 3-year tenure. • Led the ITSM team of 10+ members and streamlined incident, service request, change, and release management workflows, reducing IT ticket request resolution time by 24% through end-to-end automation while consistently meeting SLA technical requirements. • Optimized ticket handling by deploying custom business rules in Ivanti, reducing MTTA/MTTR, and cutting escalated ticket resolution time by 38% and led post-incident reviews to drive continuous service improvements. • Integrated 15+ SaaS applications into Ivanti, increasing operational efficiency by ~25%, by collaborating with cross-functional teams of development and leveraging JavaScript and REST APIs. • Enhanced overall system stability, reducing incidents by 30% and improving delivery by establishing standard operating procedures and implementing continuous feedback mechanisms into production workflows. • Achieved a 4.86/5 CSAT score by troubleshooting and debugging infrastructure issues, automating recurring support tasks, and reducing downtime by 18% through effective root-cause analysis.

• Developed custom ServiceNow applications, implementing client-specific business rules, UI policies, and automation scripts, resulting in a 22% ensuring alignment with business requirements. • Enhanced ServiceNow platform stability by performing end-to-end system testing, resolving critical incidents, preventing system outages and achieving 99.8% uptime across production environments. • Deployed advanced ServiceNow modules with custom workflows, scheduled jobs, and streamlining service operations and boosting user productivity by 15%. • Implemented ServiceNow performance analytics dashboards and workflow automations, collaborating with IT operations and Development teams to identify bottlenecks, improving system uptime and operational efficiency by 18%.

Relevant Coursework: Control Systems Engineering, Signals and Systems, Networking

Relevant Coursework: Containerization, Microservices, Operating Systems, Database Systems, Computer Networks