ANUSHA VUPPALA

The Customer Support Ticketing System was originally built as a single, monolithic application, which had difficulty handling increased traffic and scaling efficiently. To overcome these issues, we migrated to a microservices architecture. This change allowed us to scale the system, improve performance, and make it easier to manage.

Day-to-Day Work:

• EC2: Hosted the main services of the system, allowing us to quickly scale computing power during high-demand periods
• Amazon S3: Stored customer tickets and related files securely, with fast access for support teams
• Amazon RDS: Managed structured data like customer ticket details and user information, ensuring secure and reliable data storage
• Elastic Load Balancer (ELB): Balanced the traffic across multiple servers to prevent overload during peak hours, ensuring smooth service for users
• Amazon CloudWatch: Monitored the system's performance and alerted us to any issues, helping us fix problems quickly before they impacted users
• AWS IAM: Controlled who could access the system, ensuring only authorized users could see sensitive data
• AWS Route 53: Managed domain names, ensuring customers could access the system without any interruptions
• Terraform: Automated the setup of AWS resources, reducing manual errors and ensuring consistent infrastructure across different environments
• Docker: Containerized each part of the system (like ticket management and notifications) so they could be deployed easily and independently
• Kubernetes (AWS EKS): Managed the containers, ensuring they scaled automatically based on demand and stayed available
• Jenkins: Automated the process of building, testing, and deploying new features, making updates faster and more reliable

• Led the 2G and 3G Performance Management (PM) module in the FCAPS framework, optimizing network performance
• Managed end-to-end processing of network performance data, standardizing it for the common PM database
• Handled customer requests for C++ Modules, including enhancements, customizations, and problem reports
• Participated in feature testing, troubleshooting in live environments, and mentoring new team members
• Owned the ETLOAD engine, overseeing Software Configuration Management (SCM) and manual testing
• Adapted the ETLOAD engine from HP-Unix to Linux, demonstrating cross-platform versatility
• Established strong working relationships with clients to ensure clear communication of expectations and requirements throughout the project lifecycle