Sohail Mohammed
IT Support Engineer
Austin,TX
Summary
Dynamic IT professional with hands-on experience at Capgemini and Automation Technologies, excelling in AWS support and system configuration. Proven ability to reduce resolution times through effective documentation and strong customer service skills. Proficient in managing enterprise endpoints and troubleshooting across diverse environments, ensuring seamless operations and user satisfaction.
Overview
3
3
years of professional experience
4
4
Languages
Work History
Junior Cloud Support
Automation Technologies
07.2025 - Current
- System & Application Support: Provided Tier 1 and Tier 2 technical support for a managed client base running on AWS, resolving an average of 35-40 support tickets per week related to service availability, configuration, and connectivity issues.
- Core Services Troubleshooting: Gained hands-on experience troubleshooting issues within fundamental AWS services, including Amazon EC2 (instance connectivity/sizing), Amazon S3 (access permissions/lifecycle policies), and basic Amazon VPC networking.
- Monitoring & Alerting: Utilized Amazon CloudWatch and third-party tools (e.g., Datadog) to proactively monitor client environments, addressing 5-10 critical alerts monthly before they resulted in major outages.
- Documentation & Knowledge Base: Authored and maintained 15+ internal knowledge base articles and runbooks documenting common resolutions for complex issues, resulting in a 15% reduction in average resolution time for new support staff.
- Scripting & Automation Exposure: Assisted senior engineers in deploying minor fixes using Python scripts and AWS CLI commands, specifically related to automating daily backup verification routines for client databases.
IT Support Engineer
Capgemini
08.2022 - 06.2025
- Led large-scale PC desktop and laptop deployment operations for multiple sites over a 2 year period, consistently adhering to strict deadlines and minimal supervision requirements.
- Managed and maintained enterprise endpoints utilizing SCCM and Active Directory (2 years hands-on experience), including deploying software, managing patches, and administering user accounts and access privileges.
- Provided Tier 2 technical support and troubleshooting for complex issues across diverse environments, including Windows 7, Windows 10, and Mac OS.
- Logged, monitored, and resolved an average of 80 technical incidents monthly using Service Now, ensuring efficient communication and timely ticket resolution within established SLAs.
- Successfully participated in major Windows migration activities, including user data backup, operating system installation, and post-migration validation for end-users.
- Demonstrated strong customer service and in-person communication skills while interacting with executive and non-technical staff to diagnose and resolve technical issues quickly and effectively.
- Building practical knowledge of Microsoft Intune for modern cloud-based device management and security policy enforcement.
Education
Master of Science - Information Technology
University of The Cumberlands
Williamsburg, Kentucky, KY 05.2001 -
Bachelor of Engineering - Information Technology
Osmania University
Hyderabad, India 05.2001 -
Skills
AWS support
Amazon EC2
Amazon S3
Amazon VPC
AWS CLI
System configuration
User account administration
Active Directory
SCCM management
Windows troubleshooting
Mac OS support
Service Now
Internship
AWS Cloud Virtual Internship: Oct 2021 – Dec 2021
Timeline
Junior Cloud Support
Automation Technologies
07.2025 - Current
IT Support Engineer
Capgemini
08.2022 - 06.2025
Master of Science - Information Technology
University of The Cumberlands
05.2001 -
Bachelor of Engineering - Information Technology
Osmania University
05.2001 -