Ernie

Software Developer

Supported and enhanced production backend systems for a large-scale telecom prepaid internet application, ensuring stability in live environments.. Participated in code reviews, identifying redundancies and contributing to improvements in code quality and maintainability.. Performed L2 production support, conducting daily health checks and resolving application and automation runtime issues.. Monitored application and automation performance to ensure high availability and reliable execution.. Contributed to the development of ARTH (Agentic Resolution for Triaging and Handling), a multi-agent system for ServiceNow ticket automation.. Developed OSCAR (One Stop Closure Agentic Resolution), a resolution agent that matches tickets to predefined tools or solutions and flags unmatched cases as 'No FLR'.. Built TriAg, a triaging agent using a RAG-based approach with PostgreSQL vector search and a locally hosted LLM for ticket classification and reassignment.. Implemented a fallback pipeline where unresolved tickets are routed from OSCAR to TriAg for further processing.. Collaborated with cross-functional teams using Jira and GitLab CI/CD to support releases, deployments, and operational improvements.