Experienced Cloud and DevOps Lead with 8 years of hands-on expertise in multiple Cloud providers, infrastructure automation, and security implementation. Proven track record of leading cross-functional teams, managing Agile workflows, and aligning technical initiatives with business objectives. Advanced practitioner of Terraform with expertise in modular design, state management, and multi-environment deployments. Exceptional communicator with proven ability to collaborate across development, operations, and business teams to implement technical solutions aligned with organizational goals. Also specialize in cloud security configurations, compliance management, and cost optimization, bringing a disciplined and mission-oriented approach to delivering high-quality solutions.
• Provided comprehensive technical support for enterprise customers, resolving an average of 50 complex issues weekly
• Diagnosed and troubleshot network connectivity problems, hardware failures, and software configuration issues
• Maintained detailed documentation of technical problems and solutions in the knowledge base system
• Collaborated with cross-functional teams to escalate and resolve critical infrastructure and service issues
• Implemented standardized troubleshooting procedures that reduced average resolution time by 35%
• Conducted regular system health checks and preventative maintenance to minimize service disruptions
• Managed customer support tickets through the full lifecycle using enterprise ticketing systems
• Trained and mentored junior support staff on technical procedures and customer service best practices
• Participated in 24/7 on-call rotation to ensure continuous support coverage for critical systems
• Maintained 95% customer satisfaction rating based on post-resolution surveys
• Developed basic automation scripts to streamline repetitive support tasks and improve team efficiency
• Created user documentation and self-help guides to empower customers with common issue resolution
• Conducted regular knowledge sharing sessions to improve technical capabilities across the support team
• Collaborated with development and operations teams to identify recurring issues and implement permanent fixes
• Participated in change management processes to minimize impact of system updates on end users