Customer Service Support Engineer

Tiruzer Meselu

Cell: 206-***-****; ********@*****.***

Location: Seattle, WA

CAREER OBJECTIVE:

I am an IT professional with more than 6+ years of IT and Support engineer experience with Azure IAAS, PAAS, and SAAS I am seeking to obtain a challenging responsibility in a professional environment to utilize my analytical like Customer Service problem-solving skills, track and follow-up troubleshooting on issue until solving the problem, escalate unsolved problem, document all support cases, and technical knowledge for the mutual growth of the company and me.

Design and Implement DevOps practices at a large scale using open-source tools to achieve faster application deployment cycles and to achieve high up-time of applications using a stabilized and self-healing infrastructure.

Hardworking go-getter, highly organized, dedicated, and committed to professionalism. Effective team player with an ability to work easily with diverse populations, positive work ethic and dedication on my project.

PROFESSIONAL SUMMARY AND SKILLS:

Server: Windows Server 2008/2012, 2012R2; Microsoft Exchange 2013, 2016, 2019; Experienced with Azure Active Directory, Microsoft Exchange, DNS, OS security, and systems patching,

Mail Flow: DNS—Troubleshooting SPF; MX records.

Migration: Database, domain, Migration testing.

Technical Support: Own, troubleshoot, and solve technical issues, using collaboration, best practices, and transparency within and across teams ; Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience ; Create and maintain incident management requests for the product group or engineering group ; Identify technical or strategic cases that require escalation.

Exchange Online: Microsoft Exchange Online, PowerShell, Admin Portal, ADFS

O365 apps: SharePoint Online, Skype for Business, One Drive, Word, Excl, Power point

Leadership: Project Coordination, project planning, timelines, cost estimations, and check SLA.

SQL Server (SSMS): Create DB tables and Store procedure, indexes, functions, Trigger… Design, maintain applications …

Kubernetes: the deployment, scaling, and management of Docker Containers

Azure SQL DB: Detailed knowledge of Microsoft SQL Server On-premises and on Azure SQL how to Administer, create, import/export, maintain, and customize manually and use SQL Queries

Fiddler: debug web application by capturing network traffic b/n internet and test computer

Kusto: to identify the issue when and where the issue occurs.

Web: HTML AND HTML5, CSS, JavaScript, JSON

Microsoft Azure: IAAS, PAAS, SAAS

Azure user Admin: MFA, RBAC, AAD/AD Security

Virtual Machine: troubleshooting connection, Snapshots and backup disk, Move and Migration (subs to subs, RG to RG, classic to ARM) Scale up and down ..

DevOps: Git, GitHub, Jenkins, CI/CD, configer Azure Pipeline, Azure Instance Moniter Docker.

WORK EXPERIENCE:

June 2022- present

Jr. SRE/Azure DevOps Engineer

Wipro Pvt. Client: Microsoft.

Worked on Azure Backend Architecture and Services i.e. “Classic cloud services” and their resources utilization.

Migrated the Azure Classic Cloud Services to “Cloud Services extended support” using deploy automation script.

Building and enhancing CI/CD Pipeline through Azure DevOps.

Driving system automation, scheduling and configurations using shell scripts.

Code Repository management using Azure DevOps for different releases, creating build, and deployment jobs for Azure Application Insights Architecture.

Supporting Build & Deployment of .Net, C# projects for Bug Fixes, and latest Versions.

Create, Renew and Update Azure key vault (KV) Certificates and Adding those certificates into cloud instances.

Implement system operations practices, data lifecycle management, backup, Monitor Cloud instance and disaster recovery.

Provided dedicated DevOps support for Release, Planning and Deploy manage from test environment till production and Maintain deployment history to analyze any regressions.

Monitoring ICM live site and TSG for customers.

Use Geneva and Kusto queries to identify and analyze issues on cloud services.

Document policies, practices, and processes related to the DevOps lifecycle.

Develop and document procedures for working with Azure boards and new repositories.

Technologies that I used to develop & deploy automations are: .Net, Git, ARM Templates, CI/CD pipeline configurations, PowerShell, EV2 ARM Templates, Ev2 PowerShell YAML.

September 2021-June 2022

Cosmos Capacity for Mindtree/Microsoft

Helping MS customers manage their storage resources on Cosmos.

Helping MS customers get access to data located on another virtual clusters.

Moving data from one VC to another VC.

Update, Edit, Add, and Remove data on Azure DevOps using C#.

Promotions and supports a culture of compliance, risk avoidance/mitigation the storage, and corporate accountability throughout organization through technical leadership.

May 2020- September 2021

Microsoft Azure SQL DB Support Engineer

For Mindtree/Microsoft

Deploy into Azure SQL with Create Azure SQL Server/Database

Loading and Moving Data in-and-out of Azure SQL Databases: Migration from On-Prem to Azure or Azure to Azure

Managing & Monitoring Azure SQL resources: Alert, Threat Detection, Performance monitoring, Query Performance, Automatic Tuning…

Connectivity issues like Firewall, Authentication

Business Continuity & Disaster Recovery features in Azure SQL DB

Azure Automation & Runbooks

Azure SQL Data Sync: Set Up Data Sync, Troubleshooting Sync issues.

Created, managed, escalated, and/or transferred cases in Microsoft internal ticketing system.

Effectively managed tickets while providing timely updates to customers within service level agreements.

Azure Data factory: Migration from On-Prem to Azure cloud using Azure Factory

Azure Data Lake to design, implement and manage complex data storage and processing solutions on the Azure cloud platform.

2018 – 2020

Microsoft Office 365 Exchange Online Support Engineer:

For Mindtree/Microsoft

Migrate users and Tenant into Office 365 GCC High/DOD.

Manage all aspects of Office 365 Apps, including mobile, MFA, and access policies.

Configuring and Troubleshooting Microsoft Teams: call quality dashboard, call drop, connection peer to peer, Federation issue with Skype for Business.

Troubleshooting on SharePoint: move files out of a sync folder; repairing or reinstalling sync conflicts between Office and SharePoint.

Manage Microsoft Exchange in an Office 365 Government cloud SaaS.

Troubleshoot Office 365 Apps problems via PowerShell and Admin Portal: connectivity issue with Exchange Active sync logs; AD, Azure AD.

Set up Domain which is add new domain remove.

Configure GCC High/DOD affected objects SMPT (mailbox, mail users, shared mailboxes…)

Supporting U.S. Government clients (GCC High and Department of Defense) via phone and email.

Created, managed, escalated, and/or transferred cases in Microsoft internal ticketing system.

Collaborated with engineering teams and specialized support teams to resolve complex technical issues. Focused on Migration Tenant issues with DNS, Mx Record, and Outlook such as Mail flows, NDR, Autodiscover, Auth/Cred Prompts, inbox Rules and Calendar Management and include Office 365 Apps.

Identified and mitigated high severity cases while engaging the required team for collaboration.

Effectively managed tickets while providing timely updates to customers within service level agreements.

EDUCATION:

Completed June 2017 AAS in Computing Technology Network Administration South Seattle WA.

Completed August 2008 BS in Civil Engineer at Addis Ababa Ethiopia.

I received 2 times Award Closing 100+ tickets with 5 Starts, working hard every day to improve my skills and performance. Also, I often stepped up to help the team in many ways.

I received SpotOn Award for Outage managing 90+ calls and 50+ Severity1 tickets.

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