Data Engineer Technical Support

FATHIMA SULTANA SHAIK

Cloud Data Engineer

Farmington Hills, MI 48335 **********************@*****.*** 947-***-**** LinkedIn PROFESSIONAL SUMMARY

Proactive and detail-oriented Cloud Data Engineer with 4+ years of experience in AWS cloud services, cloud infrastructure support, scripting automation, and incident resolution. Adept at providing Tier 1 & Tier 2 technical support, troubleshooting complex issues, and ensuring seamless customer experience across cloud environments. Strong communicator with a passion for solving problems and improving service reliability. Skilled in AWS services (EC2, S3, Lambda, Redshift), scripting with Python and AWS CLI, and cloud monitoring tools.

CORE SKILLS

Cloud Platforms: AWS (EC2, S3, Redshift, Lambda, CloudWatch, SQS, IAM, Glue), Azure (Data Factory, Synapse) Technical Support: Tier 1/Tier 2 Support, Incident & Request Management, Root Cause Analysis, Customer Troubleshooting Automation & Scripting: Python, Bash, AWS CLI, Infrastructure Automation Monitoring & Logging: AWS Cloud Watch, Azure Monitor, Log Analytics, Performance Tuning Issue Resolution: Troubleshooting AWS Infrastructure, Networking Concepts, Support Ticket Handling Soft Skills: Excellent Communication, Cross-functional Collaboration, Documentation, Analytical Thinking Tools: Git, JIRA, ServiceNow, MS Office

PROFESSIONAL EXPERIENCE

PNC Financial Services – USA - Cloud Data Engineer (AWS & Azure Support) Jul 2024 – Present

Provided AWS infrastructure support, resolving Tier 1/2 incidents and requests related to EC2, S3, and Redshift services.

Automated infrastructure provisioning and monitoring tasks using Python and AWS CLI scripts, reducing manual efforts by 30%.

Collaborated with support teams to triage and escalate complex cloud issues, ensuring SLA adherence and customer satisfaction.

Monitored system performance using AWS CloudWatch, identified anomalies, and proactively remediated potential outages.

Created technical documentation and knowledge base articles to streamline support operations and reduce ticket recurrence.

Assisted internal teams with issue replication, environment setup, and testing of AWS configurations. HCL Technologies – India - Data Engineer / Cloud Support Analyst May 2019 – Jul 2022

Delivered cloud-based support for data pipelines and infrastructure using AWS (EC2, S3, Glue) and Azure services.

Diagnosed and resolved customer issues related to data processing, access permissions, and service disruptions.

Built reusable automation scripts using Python and Bash to support infrastructure health checks and service monitoring.

Supported real-time system monitoring, log analysis, and incident reporting using AWS CloudWatch and Azure Monitor.

Acted as the first point of contact for internal/external teams, ensuring timely issue resolution and clear communication.

Maintained thorough support documentation, processes, and root cause reports for critical incidents.

Configured IAM roles and policies to manage access permissions securely across AWS services for internal users and development teams.

Supported cloud migration tasks by validating AWS resource configurations and performing compatibility assessments to minimize downtime during transitions.

EDUCATION

M.S. in Computer and Information Sciences - University of Michigan – Dearborn, MI GPA: 3.6 Apr 2024 B.Tech in Engineering - Gokaraju Rangaraju Institute of Engineering and Technology – Hyderabad, India GPA: 3.8 Oct 2020 CERTIFICATIONS

AWS Certified Cloud Practitioner

Microsoft Certified: Azure Fundamentals

Microsoft Certified: Azure Data Fundamentals

Microsoft Certified: Azure Administrator Associate

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