Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Indraja Pendkar

Seattle,WA

Summary

  • Technical & Cloud Support Engineer with 3+ years of experience in troubleshooting, ticket management, and cloud technologies.
  • Resolved 75% of technical issues on first contact, enhancing customer satisfaction and reducing downtime.
  • Decreased ticket resolution time by 30% through proactive troubleshooting and knowledge sharing.
  • Expertise in system, network, and application troubleshooting, reducing system downtime by 40%.
  • Skilled in AWS (EC2, S3, RDS, VPC, IAM, High Availability, Load Balancing, Amazon Aurora).
  • Proficient in networking troubleshooting tools (Traceroute, Ping, iPerf, Dig/nslookup, cURL, Wireshark).
  • Experience in MSSQL Server administration, writing complex queries with multi-table joins.
  • Strong documentation and process improvement skills, implementing ticket categorization and FAQs to enhance resolution time.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Cloud Support Engineer

Gurukul
Bellevue, USA
08.2023 - Current
  • Provide technical support for AWS-based software and network issues, reducing system downtime by 30%
  • Troubleshoot and resolve issues in AWS EC2, S3, RDS, and network connectivity
  • Manage and prioritize support tickets in ServiceNow and JIRA, achieving a 75% first-call resolution rate
  • Automate infrastructure deployments using AWS CloudFormation and Terraform to streamline environment provisioning
  • Develop knowledge base articles for AWS-related troubleshooting to improve team efficiency and response time
  • Provide proactive solutions for system performance tuning and cloud cost optimization using AWS Cost Explorer and right-sizing strategies

Cloud Mastery Bootcamp

Digital Cloud Training
Seattle, USA
02.2023 - 03.2024
  • Gained hands-on experience in AWS services (EC2, S3, RDS, VPC, Lambda), security best practices, and cloud architecture design
  • Worked on building, deploying, and managing scalable cloud environments using AWS CloudFormation and Terraform

Technical Support Engineer

KCLS
Auburn, USA
07.2016 - 02.2018
  • Resolved escalated customer issues, providing proactive solutions to enhance satisfaction and reduce support calls by 25%
  • Installed, configured, and maintained AWS and on-premises servers, ensuring high availability and uptime
  • Ensured secure and optimized configuration of AWS-based applications, including regular monitoring using AWS CloudWatch and CloudTrail

Software Engineer

Netizens IT Solutions
Mumbai, India
04.2014 - 02.2015
  • Developed .NET (C#) and SQL-based applications to meet client requirements
  • Provisioned and managed multi-tier web applications on AWS (EC2, RDS, S3, IAM, ALB, CloudWatch)
  • Implemented cost optimization strategies, reducing AWS cloud spending by 15% using AWS Cost Explorer and right-sizing resources

Education

Master of Computer Applications (MCA) -

Swami Ramanand Teerth Marathwada University
India
01.2014

Skills

Cloud & Virtualization: AWS (EC2, S3, RDS, VPC, IAM, Load Balancing, Lambda, CloudWatch, CloudTrail), Azure, VMware, Hyper-V
Networking & Security: TCP/IP, DNS, DHCP, VPN, VPC, Firewalls, Routing, NAT Gateways, Security Groups, Network Diagnostics (Traceroute, Ping, Wireshark)
Operating Systems: Linux/Unix, Windows Server
Databases: MSSQL, MySQL, Amazon RDS, Aurora
Tools: JIRA, ServiceNow, Wireshark, Git, AWS CloudFormation, Terraform, Ansible
Troubleshooting & Documentation: Cloud & network issues, system errors, database performance, writing SOPs, maintaining knowledge bases

Certification

  • AWS Cloud Practitioner, 2023-2026
  • CCNA - Cisco
  • .NET - NIIT
  • AWS Certified Solutions Architect - Associate, In progress

Accomplishments

  • Reduced ticket resolution time by 30% by implementing more efficient troubleshooting protocols and creating comprehensive knowledge base articles.
  • Optimized AWS cloud costs by using right-sizing strategies, reducing unnecessary resource usage by 20%.
  • Decreased system downtime by 40% through proactive maintenance, network optimizations, and cloud infrastructure monitoring.
  • Increased customer satisfaction by resolving issues on the first call, contributing to a 75% first-call resolution rate.
  • Automated cloud infrastructure deployments with AWS CloudFormation and Terraform, improving deployment speed by 50%.

Timeline

Cloud Support Engineer

Gurukul
08.2023 - Current

Cloud Mastery Bootcamp

Digital Cloud Training
02.2023 - 03.2024

Technical Support Engineer

KCLS
07.2016 - 02.2018

Software Engineer

Netizens IT Solutions
04.2014 - 02.2015

Master of Computer Applications (MCA) -

Swami Ramanand Teerth Marathwada University

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Indraja Pendkar