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Cloud support engineer at Microsoft

Durham, North Carolina, United States
August 01, 2018

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Resume: Contact: +1-602-***-****


Obtain a challenging position that utilizes my multifaceted management skills including in Technology, Operations, product Management and leverages my subject matter expertise in implementing IT Services Management (ITSM) solutions based on ITIL processes.

Profile Snapshot

8.5 years of experience playing various roles starting with Project Coordinator, IT Security Analyst, Application Support Analyst, Sitecore Administrator, TRIRIGA Administrator and Azure Cloud Support Engineer.

Well versed in Software production, Software Development Life Cycle (SDLC) processes and release of software products.

Acquired knowledge and understanding of subjects like: ITSM, IT Security and Compliance Issue & Patch Management (Deploying Hotfixes), Windows/Linux servers and domains.

Experienced in Server/code deployment, application support in Production environment (debugging, troubleshooting, log analysis and performance tuning IIS/.NET based web applications).

Experience in project deployment, configuration, migrations or providing support/solution utilizing a variety of Microsoft Azure PaaS/IaaS Services.

Experience in implementing security measures on Azure cloud, at different levels (perimeter security, operational security, audits & logging) – Azure VNETs, Network ACLs, Cloud load balancers & App Gateways, firewalls, VPN configuration and Enabling Azure-provided auditing & logging features etc.

Experience in deploying Azure Network security best practices by performing below :

Logically segment subnets; Control routing behavior; Enable Forced Tunneling; Use Virtual network appliances; Deploy DMZs for security zoning ; Avoid exposure to the Internet with dedicated WAN links ;Optimize uptime and performance ; Use global load balancing; Disable RDP Access to Azure Virtual Machines ; Enable Azure Security Center ; Extend your datacenter into Azure

Good understanding of web applications, web servers, application firewalls, frameworks and protocols with respect to web application development, deployment, and operation.

Experience in networking and web standards such as DNS, DHCP, TCP/IP, HTTP, web security mechanisms, proxies, firewalls and load balancers.

Good understanding of communication protocols (TCP/IP, ICMP) and routing protocols (e.g. BGP, OSPF)

Experience in vulnerability management, including testing, scanning, and patching

Knowledge of internal/external compliance/regulatory concepts, standards, methodologies and controls (e.g. ITSM/ITIL, ISO 27001, HIPAA, SOX, etc…)

Experience with AD/ADFS extension to the Cloud (SAML)

Website troubleshooting: IIS, Azure Web apps and how HTTP requests are handled by IIS.

Familiar with Site Setup, IP bindings, Application pools, Output caching, compression, Web Farms, session state, Application Request Routing (ARR) and URL Rewrite.

Utilized PowerShell, Python, XML, HTML, SQL and APIs for cloud engineering and production support.

Working experience in ETL processing using DB2 Data Warehouse Center (DWC).

Thorough experience with Data Extraction, Transformation (data cleansing, apply business rules, etc.) and Loading using Data Warehousing ETL Tool like DB2 Data warehouse.

Experience on Incident (Work under SLA (Service Level Agreement)), Problem (Identifies and resolves problems in a timely manner by doing RCA.), Release Engineering and Change Management process to increases productivity, scalability & performance of application in Production environments.

Technical Experience

Technical Skills

Programming : Basics of ASP.NET, SQL, HTML

Scripting Language : PowerShell, CLI, Javascript

Databases: SQL Server, MYSQL, DB2 Data Warehouse Center (DWC).

Networking : LAN/WAN, TCP/IP, DNS,DHCP,VPN, Active directory

Operating System & Web Technologies: Windows, Linux, IIS, Jenkins.

Performance /Connectivity Tools : Iperf, Nttcp, NetMon, Wireshark, Fiddler

Tools Familiarity

Enterprise Tool: MS Excel, Manage Now, Maximo, Service Now, HP SAW

Agile Tools : Rally

Statistical Tool :Minitab

Software Products: TRIRIGA, SiteCore, Sharepoint, Office 365

Training and Certification Completed

Completed training in CMMi V1.2 Introduction

Completed training in Agile (SCRUM)


Six Sigma Green Belt Certified

ITIL V3 Certified and Scaled Agile (SAFe) Certified

ISO 2000 and 27001

Lean Six Sigma Implementation

Professional Experience

Mind Tree Ltd - USA August 2011 – Present

1.Cloud Support Engineer 04/2017 - Present

Client: Microsoft (Redmond)

Environment: Azure

Key responsibilities:

Understand the existing application and hybrid cloud architecture of customer; identify issues specific to Azure Service or Azure platform with Azure network resource provider service; conduct product in-depth diagnostic on Azure platform and services to provide design and architectural solutions promoting reliability and redundancy.

Solve complex problems arising in hybrid cloud environment involving broad azure product knowledge thereby driving the deployment of the customer network into azure cloud platform.

Diagnose, analyze and troubleshoot hardware, software and network issues and situations requiring critical thinking skills. Implement design and break fix solution for azure Active directory, virtual networks, virtual machines, web applications, storage accounts and other Azure cloud services.

Perform RCA for service downtimes by running extensive diagnostic and creating bugs to enhance the feature of Azure platform. Analyze logs using wireshark, network monitor, TCP dumps etc to provide design modification and root causes for performance issues.

Provide configuration management and automation solution using Azure PowerShell, Azure CLI, CHEF and PUPPETs for deployment and maintenance of cloud and custom applications on Microsoft Azure’s cloud platform.

Work with the client stakeholders during the various stages of cloud migrations. Assist with issues during migration of network resources among different subscriptions, regions, deployment models, active directory tenants etc.; and migrating on-premises workloads to the cloud.

Develop tools and APIs; to support the organizations’ build & deployment pipelines; to automate troubleshooting and diagnostics activities.

Analyzes, designs and implements solutions using software defined networking, virtual computing resources and software defined storage both in-the-cloud and on-premise.

Provide design solution to implement software load balancing services like traffic manager, load balancer, application gateways (WAF) and diagnose performance and stability related issues.

Handle issues with the setup and configuration of IIS, virtual networks including provisioning of address space, subnets, network security groups, virtual machine configuration, network interface cards, Azure domain name services, firewalls and content delivery networks.

Setup metrics, create rules for alerts, assign storage accounts for logging and address issues with performance monitoring services like network watcher and network insights.

Advise on plan for deployments, migrations and decommissioning Azure network components with minimal impact on the performance.

Work closely with Development/Engineering to develop a DevOps platform that meets the needs for capacity, scale and reliability and fill feature gaps.

Analyze performance, utilization, and health data for trending and analysis, server capacity, and testing. Drive requirements as needed for future growth.

Support the full life cycle of cloud based solutions including tools, technologies, and best practices for development, deployment, and maintenance of cloud hosted services.

Provision new servers, maintain and upgrade existing servers; provide hardware and software solutions to enhance network security.

Create technical reviews and raise bug tickets for component and provide permanent fixes.

Develop and grow internal technical knowledge base on the entire cloud infrastructure services and create troubleshooting guides for Azure network configuration and performance issues.

2.Lead Application Support Analyst 12/2015 - 03/2017

Client: Amex (Phoenix)

Environment:, SQL, IIS, Windows Server, TRIRIGA, SharePoint, Rally, ServiceNow.

Key responsibilities:

Act as primary point of contact for all technical deliverables and to handle business, users and application issue/queries.

Troubleshoot applications access issue, profile set up, password resets, software configurations, break/fix instructions and mentor system administrators/support team.

Highlight and document instances for identified gap/defects/design fault/ code fix etc in application while testing and working with Tech Team towards resolution.

Communicate any planned system downtime to the business community and worked with development and infrastructure team to troubleshoot any unplanned system downtime.

Validation and testing of application after any code migration, infrastructure uplift (server/network) as per the change record. Coordinate with various technical teams such as DBAs, UNIX administrators, Network engineers, and development teams to troubleshoot/implement the system.

Meetings with business, users and Infra teams that request our inputs on the application status, data/technical documentation required to understand the application flow/architecture (during migration).

Provide input to administering and maintaining all production and internal environments.

SCRUM calls to provide status update on assigned task and tickets and to highlight the instance of issue/bug/defect in the application by creating user stories in Rally.

Administers, maintains and manages security for sites and subsites on Sharepoint

Provided Amex Project support to project leaders on Sharepoint.

Coaching and mentoring team members on new application related issues/upgrades/enhancements and tasks assigned by the dev team.

TRIRIGA Administrator Responsibilities:

Creating & configuring TRIRIGA related to forms, portal, work flows, Business Objects, Association, State Transitions.

Knowledge on TRIRIGA Functional - Capital Projects, Lease Management, RE Transaction, Space Planning, Facilities Asset Management.

Support and maintenance of modules like space management, real estate management and lease accounting.

Experience in TRIRIGA application development, maintenance and support.

Manage production deployment, outage planning, patch and break fix deployment.

Participate in requirement discussions with functional SMEs.

Format file, Import and Export data/file using Data Integrator.

Create custom queries to validate business reports.

Knowledge on Report Manager, Document Manager, Security, List Obj, Space Manager, Data Integrator, Label Manager, Object Manager, BIRT Report.

Involved in Configuration/Customization of the TRIRIGA Platform for all modules.

Knowledge in building TRIRIGA integration and configuring data connect and data integrator.

Involved in TRIRIGA Migration to new platform/application versions.

3.Web Administration of SiteCore Platform 06/2014 - 11/2015

Client: P &G

Environment: ASP.Net, Windows 2003/2000 Server, SQL Server 2005, CMS, SVN.

Key responsibilities:

Lead planning and coordination for releases.

Triage requests and reported issues Review system logs to troubleshoot and resolve SiteCore issues in a Production (high-criticality) environment.

Database clean activities to remove artifact data from the databases.

Rebuild all the database indexes and implement maintenance plans.

Configuration and administration of Sitecore.

Configuration Management: Regular duties include troubleshooting server/application configuration errors, and managing dynamic configuration values (*XML,*GUI interfaces)

Perform configuration changes in the infrastructure that triggers App pool recycle as per the release windows like Index Creation, Site Definition, SiteHTML Cache, Web.config, Code Deployment.

Create and deploy SiteCore packages.

Manage source code, source code repository SVN, configuration management, and build deployment activities.

User addition and role assignment, SVN User Add/Remove, Migration Request (complex - noncomplex Package) for SIT, UAT, Prod.

Works on New Website Request, Node Creation, Index Creation, CNAME Creation request, IIS Binding request, SSL Request, TTL Request, Version Creator, CDN invalidate, URL Redirection, Sitecore Cache Clear.

Perform Re-Indexing after Major Configuration Changes.

Create, deploy, publish, edit, modify, organize, delete as well as maintain, manage and store content from central interface on web pages.

Install new Packages, languages (locale), delete content, publish content and media library Items, manage security, configure the instance etc.

Works with developers, stakeholders & SMEs to identify and resolve build or deployment problems.

4.Production Support of Web Applications 08/2011 - 05/2014

Client: American Express (BFSI)

Environment: ASP .Net, C#, Windows 2K Server, SQL Server, SVN

Key responsibilities:

Review system logs, identify errors and provide RCA for the high severity issues.

Monitor Server Health and provide the solution to performance issues. Log Incidents/failures. Troubleshoot application Incidents based on the Knowledge Database.

Come up with IMR reduction initiatives and monitor escalations for L2/L3 Incidents and ensuring closure within the SLAs.

Create, Review, approve the production changes and maintain production E3 Windows servers.

Provide Investigation, Analysis and Resolution of Production Error.

Production job/program code correction and write SQL extracts to support trouble shooting.

Perform Impact analysis for application enhancements.

Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

Deployment of project related software's developed in .NET frameworks on production environment.

Track the server uptimes via automated server reports & plan reboots & post checkouts to ensure stability for the PROD box.

Ensure raised RFC has all the relevant approvals & details covering change nature, defects covered, Sign off from Testing, Roll back planned system consistency, Buffer time for implementation & sign off from Production support team-acting CAB.

Act as gate keeper for production environment for scheduled\emergency changes.

Prepare defect report and Works with developers, stakeholders & SMEs to identify and resolve build or deployment problems.

Track the server uptimes via automated server reports & plan reboots & post checkouts to ensure stability for the PROD box.

Perform Ticket trend analysis, quality checks, develop and review performance base-lining reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

Perform end-to-end incident management for critical and complex issues.

IT Security Professional April 2010 - August2011

IBM India PVT LTD through Artech Infosystems PVT LTD

Client: Barclays, USC

Role: IT security Analyst

Environment: ITIL, Issue, Patch, Change Management and Risk Management

Key responsibilities & Achievements:

Monitor for and review vendor patches for applicability and impact to network and systems.

Raising Changes to Fix the Non-compliance on the Servers (Linux and Windows), Network & Switches by driving the installation of Issues or APARs (Patch/hotfixes).

Responsible for Primary Control CBN, QEV IDs, handling starters and leavers process conducting SOX audit etc.

Held the role as point of contact for SOX and PCI Change and Incident Audit requests.

Experience in information security technologies like Vulnerability Management, Server Configuration Compliance, Patch Management, and Information Security Standards for OS and Applications etc.

Responsible for ensuring that all changes are appropriately documented & approved.

Involved in weekly presentations to the senior management for the week went by from an SRM (Security and Risk Management) perspective.

Involved in vulnerability assessment and N/W penetration testing, coordinating mitigation efforts with information system owners.

Interacting with the Client and updating end to end activity performed to fix the security issues.

Responsible for Risk assessment, Risk Impact and Residual Risk analysis.

We need to make sure that the IBM servers are compliant to different audits and are up to the standard specified by IBM. We need to give the data for auditors and make sure that the account status is green on that Audit and make sure different databases such as CEP and SESDR has the same level of information and as well the devices that need to be health checked should be present in Compliance DB.

Implement lean principles to improve the process by reducing the wastes.

To make sure that the server are compliant to different audits and is up to the standard specified by IBM. We need to give the data for auditors and make sure that the account status is green on that Audit. We need to make sure different databases such as CEP and SESDR has the same level of information and as well make sure that the devices that need to be health cheeked should be present in Compliance DB.

The project is to make sure that the devices are compliant according to IBM specific standards.

Project Coordinator April 2009 - April2010

RPS Networks and services Pvt Ltd

Key Responsibilities:

Handling and managing incidences during installation of BTS.

Was a part of change management of Huwaei BTS.

Leading The Team To Achieve The Target With In Time At Minimum Cost.

Maintaining the Quality of Work.

Team Management.

Co-ordinate Installation Teams and Integration Engineers.

Troubleshoot Site problems.

Responsible For Database Creation of Sites.

Responsible For Installation and Commissioning Of HUAWEI BTS.

Knowledge in basic networking and hardware troubleshooting.

Handling LMT of HUAWEI BTS.

Software and Hardware up-gradation of BTS sites.

Responsible For Outdoor and Indoor Installation of Telecom Equipment In Terms Of RF Feeder Cables, IF Cables, GSM and MW ANTENNAS at Pre-Planned Site Plan.

Monitor All The Electrical Connections From DG To PIU And There After To SMPS To Regulate Electrical Fluctuations.

Conducting RF cable sweep test using Site Master (VSWR) and BER testing.

Documenting Telecom works reports, as built plans and pictures.


B.E in Information Science from VTU, Belgaum, Karnataka in 2008.

Personal details

Name : Nilabh

Date of Birth : 25th April

Passport : J8904194

Personal skills : Good verbal and written communication skills, Willingness to learn and ability to grasp things quickly.

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