ARFIA FIRDOUS
Chicago,IL
Summary
Results-driven DevOps Engineer with a solid foundation in CI/CD automation, cloud infrastructure (AWS, Azure), containerization (Docker, Kubernetes), and configuration management. Dedicated to optimizing software deployment workflows, improving system reliability, and implementing industry-leading DevOps practices. Passionate about driving efficiency and delivering high-quality solutions that meet business objectives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Engineer II
Mitratech
12.2022 - 12.2023
- Managed and automated policy management solutions using PolicyHub and SQL queries
- Provided technical troubleshooting and database management, optimizing system performance
- Collaborated with DevOps teams to enhance system deployment efficiency and compliance management
- Governance, Risk, and Compliance Tools: PolicyHub and Continuity
- Client Liaison: Act as the primary point of contact for clients, managing communications through emails and calls to address inquiries and resolve issues effectively.
- Daily Responsibilities: Conduct UI testing and database management to troubleshoot and resolve client issues, ensuring a seamless user experience and timely support.
- Policy Management Expertise: Utilize PolicyHub, a comprehensive policy management software, to facilitate the creation, approval, and communication of policies. Enhance organizational efficiency and compliance through intelligent distribution, knowledge assessments, and reporting.
- Client Support: Collaborate with both on-premise and hosted clients, leveraging SQL for data analysisand resolution of client concerns.
- Continuity Solutions: Work with Continuity, a cloud-native regulatory change management and risksolution designed for the financial services industry. This tool is continuously updated by subject matterexperts to ensure compliance with evolving regulations.
- Cross-Functional Collaboration: Partner with cross-functional teams to develop solutions for recurring technical challenges, fostering a culture of innovation and continuous improvement.
- Knowledge Development: Create comprehensive troubleshooting guides for internal use, enhancing team knowledge and performance while streamlining problem resolution processes.
- Performance Excellence: Consistently meet and exceed performance metrics, contributing to the overall success and reliability of governance, risk, and compliance initiatives.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Senior Quality Analyst
Amazon Development Center
08.2020 - 11.2022
- Developed and optimized geospatial data pipelines using QGIS and Python
- Managed data validation and process automation to improve operational efficiency
- Led a team in improving data accuracy and system integration for Amazon Maps projects
- Amazon - LMAQ MAPS (Data Evaluation) Team
- Expertise in Geographic Information Systems: Leveraged QGIS to analyze and visualize spatial data, contributing to various high-impact projects within the team.
- Data Management and Analysis: Utilized Microsoft Excel extensively for data manipulation and project tracking, ensuring accuracy and efficiency in all deliverables. Initially engaged in North America and Europe use cases, gaining a comprehensive understanding of regional data requirements.
- Detailed Building Layout: Developed and refined layouts to optimize operational efficiency.
- Bollard by Amazon: Contributed to innovative projects enhancing safety and functionality.
- Workflow Management: Maintained meticulous records of daily activities by updating trackers and workflow tools, ensuring transparency and accountability.
- Process Improvement: Created and revised procedures, checklists, and job aids aimed at minimizing errors and enhancing operational efficiency.
- Data-Driven Insights: Employed various analytical tools to investigate issues deeply, utilizing data to inform decision-making and drive improvements.
- Metric Development: Provided input on new metrics and tools, offering suggestions to enhance productivity and quality across projects.
- Quality Assurance: Improved product quality by implementing rigorous testing protocols and identifying areas for enhancement. Developed and maintained comprehensive quality assurance documentation to ensure consistency and reliability in processes.
Application Support Engineer
Microsoft
12.2018 - 02.2020
- Developed and deployed CI/CD pipelines for mobile applications using Azure DevOps & Jenkins
- Monitored and optimized cloud-based DevOps solutions, ensuring system uptime and security
- Managed containerized deployments using Docker and Kubernetes, enhancing scalability
- Mobile DevOps Expertise: Extensive experience with App Center, specializing in Mobile DevOps. Successfully developed and deployed mobile applications, contributing to various key features such as Build, Test, Distribute, Analytics, Diagnostics, and Push notifications.
- Collaboration with Development Teams: Actively collaborated with software development teams to identify and resolve errors and bugs in newly released software. Assisted in the deployment of release fixes, ensuring a smooth transition and minimal disruption for users.
- DevOps Proficiency: Knowledgeable in Azure DevOps tools, including Boards, Pipelines, Repos, Artifacts, and Test Plans. Proficient in using Jenkins, Git, CI/CD methodologies, Docker, and Ansible commands to streamline development processes.
- Worked closely with developers to provide feedback on application designs based on user requirements.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Customer Support Excellence: Delivered exceptional professionalism and support to customers,maintaining the company's commitment to service excellence. Managed approximately 50-60 chats,calls, and emails daily, achieving an average customer satisfaction rating of 90% each month.
- Issue Resolution: Proactively reduced client downtime by quickly addressing and troubleshooting software defects and bugs, ensuring optimal performance and reliability.
- Partnership and Planning: Collaborated with the development team on product development and application support plans. Actively participated in design and planning sessions for future software rollouts, contributing valuable insights and recommendations.
Education
M.S - Information Studies
Trine University
05.2026
Post Graduate Diploma - DevOps
Purdue University
10.2024
Diploma - Cybersecurity
Annamalai University
12.2022
B.Tech - Electronics & Communication Engineering
VTU
06.2018
Skills
- Jenkins
- Azure DevOps
- Ansible
- Terraform
- AWS
- EC2
- S3
- Lambda
- Docker
- Kubernetes
- Python
- Bash
- SQL
- PowerShell
- Prometheus
- Load Balancing
- CCNA Concepts
- Git
- GitHub
- HTML
- CSS
- ReactJS
- DevOps fundamentals
- Source code management
- MS office
Websites
Certification
- AWS Certified Cloud Practitioner
- French A1 (Basic Proficiency)
Academic Personal Projects
- CI/CD Pipeline Development: Built and automated CI/CD pipelines for enterprise applications.
- Infrastructure as Code (IaC): Deployed AWS cloud resources using Terraform.
- Container Orchestration: Implemented Kubernetes clusters for microservices-based applications.
- Monitoring & Logging: Set up Prometheus and Grafana for performance monitoring.
- E-Commerce CI/CD: Designed and deployed a CI/CD pipeline for an e-commerce platform.
Personal Information
Hobbies: Traveling, Cooking, Fitness, Henna Art, Cloud Computing Innovations
Timeline
Technical Support Engineer II
Mitratech
12.2022 - 12.2023
Senior Quality Analyst
Amazon Development Center
08.2020 - 11.2022
Application Support Engineer
Microsoft
12.2018 - 02.2020
Post Graduate Diploma - DevOps
Purdue University
Diploma - Cybersecurity
Annamalai University
B.Tech - Electronics & Communication Engineering
VTU
M.S - Information Studies
Trine University
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