Overview
Work History
Education
Skills
Summary
Timeline
Generic

Shweta Bhojwani

WA

Overview

13
13
years of professional experience

Work History

Service Engineer, Tier 3

Microsoft
07.2024 - Current
  • Provide Tier 3 technical support and escalation management for Bing Ads, covering Syndication, Advertiser API, Analytics, and Ad Campaigns.
  • Lead a team of vendors, ensuring quick resolution of high-impact issues.
  • Work closely with Engineering teams to identify bugs, perform root cause analysis (RCA), and drive issue resolution within SLAs.
  • Create and execute SQL queries (Kusto) and custom Cosmos scripts for data analysis.
  • Troubleshoot reporting API and UI issues, debug advertiser website code, and review UET RAW logs for resolution.
  • Participate in on-call rotations for 24/7 operational support.
  • Train Copilot for handling initial support queries.

Technical Support Engineer

Google
10.2019 - 02.2024
  • Provided L2/L3 support for Google-acquired products like AppSheet, Chronicle, and Neverware.
  • Managed a team, documented support processes, and mentored junior engineers.
  • Provided developer support for Firebase products and APIs, troubleshooting complex customer issues.
  • Queried databases using SQL and DremelProxy to verify client data.
  • Handled escalation management, liaising with Engineering and Development teams.
  • Assisted GCP Enterprise clients with billing issues, RCA documentation, and postmortems.
  • Created KPI and milestone reports for Engineering and Product Management teams.

Technical Support Engineer - Azure VM

Mindtree Ltd.
06.2019 - 10.2019
  • Provided technical support for Azure Virtual Machines (VM), troubleshooting Linux system, DNS, TCP/IP, and network issues.
  • Assisted customers with deployment-related problems and managed escalation cases.
  • Utilized ServiceNow for case tracking and ticket resolution.
  • Worked with VMware administration, Windows system administration, and virtualization.

Build Engineer 1

Denali Advanced Integration
02.2019 - 06.2019
  • Company Overview: Microsoft
  • Monitored and troubleshot Microsoft Office365 builds for Windows, Mac, and SharePoint Online.
  • Managed SQL Server databases and executed queries for debugging issues.
  • Maintained CI/CD pipelines using Azure DevOps, ensuring smooth build deployment.
  • Investigated and debugged build failures in a large production environment.
  • Microsoft

Student Assistant

California State University
05.2017 - 12.2018
  • Managed university servers and maintained uptime using OpManager.
  • Provided IT support for students and faculty, resolving portal and software-related issues.
  • Tracked and reported server database performance.

Support Analyst

BNP Paribas India Solutions
09.2015 - 01.2017
  • Monitored and troubleshot test environments, ensuring uptime for QA teams.
  • Conducted SWAT/Triage calls for issue resolution involving Test Managers and Development teams.
  • Managed application servers and performed CI/CD pipeline deployments using Jenkins and Hudson.

Software Engineer

Accenture Services Pvt. Ltd.
06.2012 - 09.2015
  • Managed defect tracking and testing phases, including BVT, functionality, regression, UAT, and post-live activities.
  • Led a team of 20, mentoring members and documenting interdependencies between teams.
  • Performed CI/CD deployments using Jenkins, BMC Bladelogic, and HP Service Manager.
  • Troubleshot application environment issues, analyzing JVM logs and server configurations.
  • Provided direct client support, offering technical explanations and post-deployment troubleshooting.

Education

M.S. - Computer Engineering

California State University, Fullerton
Fullerton, CA
12.2018

B.E. - Electronics Engineering

University of Mumbai
01.2012

Skills

  • SDLC
  • Troubleshooting
  • Agile
  • Production Support
  • Networking
  • GCP & Azure Enterprise Support
  • Escalation & Risk Management
  • CRM
  • IT & Customer Support
  • Debugging
  • Team & Vendor Management
  • Communication
  • Multitasking
  • Aqua Data Studio
  • SQL Server Management Studio
  • Kusto
  • Dremelproxy
  • Azure DevOps
  • Google Cloud Platform
  • Google Workspace
  • ServiceNow
  • SharePoint
  • Salesforce
  • Smartsheet
  • Firebase
  • Power BI
  • Tableau
  • Microsoft Office
  • Visual Studio Code
  • JIRA
  • Jenkins
  • GitHub
  • Hudson
  • Lotus Notes
  • BMC Remedy
  • Bladelogic
  • Copilot

Summary

Service Engineer with 12 years of experience in technical support and operations, currently providing Tier 3 support for Microsoft Bing Ads, leading vendor teams, and driving issue resolution through data analysis and collaboration with Engineering. Previously delivered L2/L3 support for Google-acquired products and Azure VMs, managing teams, handling escalations, and ensuring SLA compliance and customer satisfaction.

Timeline

Service Engineer, Tier 3

Microsoft
07.2024 - Current

Technical Support Engineer

Google
10.2019 - 02.2024

Technical Support Engineer - Azure VM

Mindtree Ltd.
06.2019 - 10.2019

Build Engineer 1

Denali Advanced Integration
02.2019 - 06.2019

Student Assistant

California State University
05.2017 - 12.2018

Support Analyst

BNP Paribas India Solutions
09.2015 - 01.2017

Software Engineer

Accenture Services Pvt. Ltd.
06.2012 - 09.2015

M.S. - Computer Engineering

California State University, Fullerton

B.E. - Electronics Engineering

University of Mumbai

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Shweta Bhojwani