It Operations Technical Support

JOSEPH STEEGAN FERNANDO

Atlanta, GA ******.********@*****.*** 423-***-**** LinkedIn

Summary

Accomplished IT Operations Leader with over 15 years of experience in cloud technology, automation, and technical support. Proven expertise in managing large-scale cloud infrastructures and driving operational excellence while ensuring compliance. Recognized for implementing innovative solutions that enhance performance and exceed client expectations, resulting in multiple SS&C Blue Prism Customer Excellence Awards.

Experience

Shell India Markets Pvt Ltd

IT Operations Lead - Automation

11/2021 - Present

Directed a team of 10 IT professionals in optimizing cloud operations, achieving 99.9% uptime for over 800 Azure virtual machines through best practices in cloud architecture.

Spearheaded the strategic migration of legacy systems to Azure, realizing a 30% reduction in operational overhead and enhancing performance metrics by 40%, which resulted in improved service delivery and customer satisfaction.

Developed and enforced comprehensive disaster recovery and business continuity plans, ensuring data integrity and achieving less than 1% downtime during incidents, thus maintaining business continuity.

Established and monitored key performance indicators (KPIs) and service level agreements (SLAs) for cloud operations, driving a 20% increase in team accountability and performance measurement across cross-functional teams.

Enhanced incident response strategies through monthly simulation exercises, resulting in a 50% improvement in team readiness and incident management efficiency, significantly reducing response times during actual incidents.

Partnered with vendors to implement advanced cloud solutions, optimizing resource utilization and enhancing service delivery metrics by 25%, which improved client feedback scores and operational effectiveness.

Shell India Market Pvt Ltd

Lead Cloud Computing Engineer

10/2018 - 10/2021

Designed and executed scalable cloud architecture solutions that aligned with business objectives, achieving a 20% reduction in costs in Azure environments and improving system responsiveness.

Created automation scripts using PowerShell and Azure CLI, halving deployment times and facilitating CI/CD practices, which increased release frequency and reduced time to market for new features.

Conducted comprehensive assessments of cloud security protocols, identifying vulnerabilities and implementing strategic mitigation measures that enhanced the overall security posture by 30%, safeguarding sensitive data.

Championed cross-departmental initiatives that enhanced cloud service offerings, resulting in a 20% increase in client satisfaction scores by delivering timely and effective solutions.

Shell India Market Pvt Ltd

Lead RPA Developer

03/2010 - 09/2018

Architected and deployed RPA solutions that streamlined business processes, leading to a 40% increase in operational efficiency across departments and significantly reducing manual errors.

Collaborated with business stakeholders to identify automation opportunities, leading workshops that generated innovative solutions, optimized processes, and aligned with organizational goals.

Established a governance framework for RPA implementations, ensuring 100% compliance with internal policies and industry regulations, thereby promoting ethical automation practices.

Integrated machine learning algorithms into RPA solutions, enabling data-driven decision-making and enhancing predictive analytics capabilities, resulting in more informed strategic initiatives.

Hewlett Packard

Senior Quality Assurance (QA) Engineer

04/2008 - 02/2010

Led quality assurance initiatives across cloud projects, ensuring 100% compliance with quality standards and regulatory requirements for software deployments, which significantly minimized post-release defects.

Implemented automated testing frameworks that shortened testing cycles by 30%, accelerating release schedules and significantly enhancing product quality and reliability.

Conducted root cause analyses for defects, collaborating with development teams to implement corrective actions that improved software reliability by 25%, thus reducing support costs.

Hewlett Packard

Quality Assurance (QA) Engineer

05/2005 - 03/2008

Executed comprehensive software testing strategies, collaborating closely with developers to enhance application functionality and promote accessibility, which contributed to a better user experience.

Created and maintained detailed documentation of testing processes, facilitating knowledge transfer and continuous improvement within the team, thus enhancing overall team productivity.

Participated in cross-functional teams to identify process gaps and recommend solutions, contributing to overall software quality improvements and increasing stakeholder confidence in deliverables.

Certifications

• Cloud Certifications:

AWS Certified Solutions Architect - Associate

AWS Certified Security - Specialty

AWS Certified SysOps Administrator - Associate

Microsoft Certified: Azure Solutions Architect Expert

Microsoft Certified: Azure Administrator Associate

• Project Management Certifications:

Certified Associate in Project Management (CAPM)

Operations Management Foundations

Agile Project Management with Jira Cloud

• Automation Certifications:

Lean Six Sigma Green Belt Certification

UiPath: Robotic Process Automation (RPA)

Blue Prism Foundation Certification

Education

University of Madras

Master of Computer Applications (MCA) Apr 2008 – Jun 2010

Loyola College

Bachelor of Applied Science (B.Sc.), Computer Science Jun 2002 – May 2005

Skills

Cloud Infrastructure Management Project Management Operations Management

Azure & AWS Services Data Protection & Security Process Optimization

Client Relationship Management Technical Proficiency Stakeholder Engagement

Cross-Functional Team Leadership Budgeting & Financial Analysis

Accomplishments

Awarded multiple SS&C Blue Prism Customer Excellence Awards for outstanding client satisfaction and operational innovation.

Celebrated for over 10 years of dedicated service with Shell India Markets Pvt Ltd, consistently driving improvements in cloud operations and client services.

Disclaimer

I do hereby declare that the particulars of information and facts stated herein above are true, correct and complete to the best of my knowledge and belief.

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