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SNEHITHA MAKAM

@snehithamakam

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Service Engineer at Zoom who co-developed an agentic AI platform and helped reduce support tickets by 22%.

India

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At Zoom Video Communications, I investigate production escalations across application, operating system, networking, client-server, and VDI layers. I’ve resolved approximately 2,800 issues for Premier and Premier Elite customers, using log analysis, network traces, and root-cause analysis.

I developed VISTA self-service troubleshooting and contributed to ATLAZ incident-analysis automation. VISTA contributed to 22% fewer support tickets, while ATLAZ improved issue resolution time by 28%.

I co-developed an agentic AI platform at Zoom using TypeScript and NestJS microservices. My contributions included Kubernetes-optimized deployment, MongoDB checkpoints for fault recovery, and SSE workflow monitoring.

Earlier, as a Software Engineering Intern at NVIDIA, I developed Hugging Face Transformer punctuation models and WFST text normalization for speech recognition. I also contributed to Russian Conformer training.

Experience

Work history, roles, and key accomplishments

Current

Service Engineer

Current

Zoom Video Communications

Jul 2022 - Present (4 years 3 months)

Owned complex production escalations for 40+ Premier/Premier Elite customers, resolving approximately 2,800 issues across application, OS, networking, client-server, and VDI layers. Investigated high-impact failures through log analysis, network traces, and RCA, and automated log ingestion and diagnostic analysis.

TCP IP UDP TLS DNS SIP Wireshark MTR CURL WinDbg SQL TypeScript NestJS Kubernetes MongoDB VDI incident investigation RCA Log Analysis Disaster Recovery Automation

Software Engineering Intern

NVIDIA

Jan 2022 - Jun 2022 (5 months)

Developed Hugging Face Transformer punctuation models and WFST text normalization for ASR, achieving 0.1 WER and 0.22 CER. Contributed to Russian Conformer training.

Hugging Face Transformers WFST ASR WER CER Conformers NLP Speech Recognition

Education

Degrees, certifications, and relevant coursework

IIITDM Kancheepuram

B.Tech + M.Tech, Electronics and Communication Engineering (Signal Processing)

Grade: 9.12/10

Pursued an integrated B.Tech + M.Tech in Electronics and Communication Engineering with a focus on Signal Processing, graduating in May 2022. Achieved the Institute Gold Medalist rank with a GPA of 9.12/10.