Arfia Firdous
Chicago,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
TECHNICAL SUPPORT ENGINEER II
MITRATECH
12.2022 - 12.2023
- I work for Governance Risk Compliance tools: PolicyHub and Continuity
- Primary point of contact to all the clients via Emails and calls
- Daily tasks involves UI testing and Database work, wherein we are required to check database to sort clients issues
- From creating, approving, and communicating policies to intelligent distribution, knowledge assessments, and reporting, PolicyHub policy management software not only saves time and improves efficiency, but it also provides an organization with a defensible compliance program
- I work with both On-Premise and Hosted clients
- I use SQL in day to day work.
- Continuity is a cloud-native, automated regulatory change management and risk solutions for the financial services industry, continuously updated by subject matter experts.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Consistently met or exceeded performance metrics, contributing to overall team success.
SR. QUALITY ANALYST
AMAZON DEVELOPMENT CENTRE
08.2020 - 11.2022
- At Amazon I worked for LMAQ MAPS (DATA EVALUATION) team
- Experience using QGIS tool
- Utilized Microsoft Excel regularly to work on projects
- Initially worked on NA and EU use cases as well
- Here are the few projects which i have worked and still working
- Detailed Building Layout
- Bollard by Amazon
- Maintained records of day-to-day work by updating trackers or workflow tools
- Created and revised procedures, checklists and job aids to reduce errors.
- Leverages appropriate tools and applications to dive deep into issues using data
- Provides inputs on new metrics and tools and comes up with suggestions to improve productivity and quality.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Developed and maintained quality assurance procedure documentation.
APPLICATION SUPPORT ENGINEER
MICROSOFT
12.2018 - 02.2020
- Experienced on product named App Center (Mobile DevOps)
- Hands on experience in making mobile applications
- Worked on various features of Mobile DevOps i.e.; Build, Test, Distribute, Analytics, Diagnostics and Push
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Knowledge of Azure DevOps Boards, Pipelines, Repos, Artifacts, Test Plans Knowledge of Jenkins, git, CI/CD, Docker, Ansible commands
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service
- Handled approximately 50-60 chats, incoming calls and emails per day from customers
- Received an average 90% Customer satisfaction rating every month.
- Reduced downtime for clients by swiftly addressing and troubleshooting software defects and bugs.
- Partnered with development team on product development and application support plans.
- Participated in design and planning exercises for future software rollouts.
Education
Master of Science - MS In Information Studies
Trine University
Angola, IN12.2025
Post Graduate Program in DevOps(Online Program) -
Purdue University
West Lafayette, IN10.2024
Post-Graduate Diploma in Cybersecurity - Cybersecurity
Annamalai University
12.2022
Electronics And Communication Engineering -
Visvesvaraya Technological University
08.2018
Skills
- Azure DevOps
- Active Directory
- Customer Support
- Mobile DevOps
- MS Office and Outlook
- Windows troubleshooting
- App Centre
- Desktop Support
- Technical Support
- CCNA, SQL, Manual Testing
- Software as a Service (SAAS)
- Networking Fundamentals
- Container platforms, Kubernetes & Docker tool
- Azure Web Apps
- QGIS, GIT, Python Script
- Basic Git commands, Docker commands
- Application and Software Support
- Currently working on DevOps live projects
- Implementing Continuous monitoring using Nagios and Prometheus
- Python programming
- Artificial Intelligence
Certification
- CCNA Routing and Switching
- Manual Testing
- Invictus Self Defense Workshop
- SQL
Accomplishments
- KSCST (Karnataka State Council for Science and Technology) approved for Final Year Project and received a cash prize. (08/2017 - 06/2018)
- 2nd Prize in VTU (Visveswaraya Technological (University) Exhibition in the final year of Engineering project. (04/2018 - 05/2018)
Hobbies and Interests
- Reading Books
- Snooker
- Public Speaking
- Exploring Places
- Cricket
- Badminton
- Henna designing
Languages
French
Professional Working
English
Full Professional
Hindi
Native or Bilingual
Timeline
TECHNICAL SUPPORT ENGINEER II
MITRATECH
12.2022 - 12.2023
SR. QUALITY ANALYST
AMAZON DEVELOPMENT CENTRE
08.2020 - 11.2022
APPLICATION SUPPORT ENGINEER
MICROSOFT
12.2018 - 02.2020
Master of Science - MS In Information Studies
Trine University
Post Graduate Program in DevOps(Online Program) -
Purdue University
Post-Graduate Diploma in Cybersecurity - Cybersecurity
Annamalai University
Electronics And Communication Engineering -
Visvesvaraya Technological University