Professional Profile
Cloud Support Engineer with extensive experience in enterprise cloud environments. Proficient in incident management, triage, and service restoration. Skilled in system administration, monitoring tools, and cross-platform technical support (Azure & AWS). Proven track record in troubleshooting complex software issues and maintaining high operational efficiency.
Work History
- Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management).
- System administration and support for CloudBlue / Ingram Micro Xvantage Platform.
- Technical management of Cloud platforms including Microsoft Azure and AWS.
- Support for Webservers and Databases (Apache, IIS, MySQL, MSSQL and PostgreSQL).
- Utilize monitoring tools such as Zabbix and Site 24x7.
- Work with Application Protocols: DNS, HTTP, HTTPS (SSL), FTP and Network protocols: TCP/IP, UDP.
- Handle data formats and standards: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML.
- Programming and scripting using Bash, Python, PowerShell, and SQL.
- Proficiency with APIs (REST API via Postman).
- Document, publish and maintain knowledgebase articles to optimize the workforce and drive operational improvements.
- Troubleshoot customer issues via online meetings, email, and phone while maintaining thorough documentation.
- Use internal ticketing systems to track new feature requests, issue statuses, and resolutions.
- Troubleshoot and debug technical software issues and perform Quality Assurance/regression testing prior to release.
- Identify client's current and future needs to contribute to long-term product strategy.
- Collaborate with professional services, development, and sales for high-level issue escalation.
- Tailor customer business processes via ERP and Prometheus program configuration.
- Help customers understand technical aspects of ERP Plant Maintenance and manage new customer implementations.
- Assess business impacts of customer issues for prioritization and establish solid working relationships with large international accounts.
- Direct phone support to resolve technical customer issues.
- Performed user interface (UI) testing and accurate issue logging.
- Executed multi-step troubleshooting to ensure rapid resolution of hardware and software problems.
- Gained experience in a professional media environment workflow.
- Developed and maintained websites using WordPress as a Content Management System (CMS).
- Managed daily website content and performed UI testing for production updates.
Technical Skills & Proficiencies
Cloud & Infrastructure
- Microsoft Azure (Fundamentals)
- AWS (Amazon Web Services)
- Virtualization & Cloud Platforms
Scripting & Languages
- Python, Bash, PowerShell
- SQL (Scripting), HTML, CSS
- PHP, GO (Basics), React
Databases
- MySQL, PostgreSQL
- MSSQL / Windows SQL Server
Monitoring & Protocols
- Zabbix, Site 24x7
- DNS, HTTP/S, TCP/IP
- JSON, XML, REST API
Education
MIT-MBA
James Cook University | Nov 2017 – Aug 2019
Computer Science Engineering
Jaipur Engineering College | Jun 2012 – Jul 2016
Professional Year Internship Program (IT)
QIBA | Jan 2019 – Dec 2020
Core Competencies
- Confident, energetic, and hard-working professional.
- Ability to work under high pressure and multitask efficiently.
- Strong independent worker and collaborative team player.
- Excellent verbal and written communication skills.
- Passionate about continuous learning and career growth.