Alok Shaw
Pune
Summary
Experienced Cloud and Infrastructure Engineer with hands-on expertise in Microsoft Azure IaaS, Linux administration, and Kubernetes orchestration. Skilled in deploying, managing, and troubleshooting cloud infrastructure, Windows Server environments, and containerized applications.
Currently enhancing Python programming for automation of cloud infrastructure, Kubernetes, platform engineering.
Overview
19
19
years of professional experience
Work History
Technical Consultant
Concentrix
Pune
01.2025 - Current
- Assisted in the installation and configuration of Kubernetes clusters using kubeadm on Linux environments.
- Provisioned, configured, and maintained Linux virtual machines (Ubuntu, RHEL, CentOS) in Microsoft Azure.
- Managed Azure Managed Disks, snapshots, and disk attachment/detachment operations.
- Configured and managed Persistent Volumes (PV) and Persistent Volume Claims (PVC) for persistent storage requirements.
- Configured Kubernetes Ingress resources to enable HTTP/HTTPS routing for containerized applications.
- troubleshot Kubernetes Pods, Deployments, Services, and Nodes using kubectl, ensuring timely incident resolution within SLA.
- Managed production support for Azure Virtual Machines, Docker containers, and Kubernetes workloads, ensuring service availability and operational stability.
- Performed Azure Virtual Machine provisioning, startup/shutdown, resizing, and routine health checks.
- Created and managed Azure VM snapshots, custom images, and backup-related activities to support recovery operations.
- Troubleshot Azure VM boot, connectivity, disk, and performance issues using Azure Portal and diagnostic tools.
- Optimized Azure VM performance by resizing virtual machines, selecting appropriate disk SKUs, and monitoring resource utilization.
- Executed Azure VM disk operations, including OS disk replacement and data disk attach/detach activities while ensuring data integrity.
- Assisted in Azure managed disk migration using snapshots and Azure Storage replication to support disaster recovery initiatives.
- Documented operational procedures, troubleshooting steps, and deployment activities to support knowledge sharing and operational excellence.
- Azure Virtual Machines (Windows & Linux)
- Executed VM disk swap operations (replace OS disk, detach/attach data disks) with zero data loss
- Migrated disks across regions using Azure Storage replication & snapshots
Technical Specialist
LTI Mindtree
Pune
04.2022 - 01.2025
- Provisioned, configured, and managed Azure Virtual Machines across multiple environments
- Created Azure VMs from existing OS disks, performed snapshot creation
- Migrated Azure VMs and associated resources across VNets, Resource Groups, and Subscriptions with minimal downtime.
- Built custom VM images using managed and unmanaged disks to standardize deployments and reduce provisioning time.
- Performed advanced Azure VM troubleshooting using Boot Diagnostics, Serial Console, and VM Redeploy, reducing VM downtime.
- Acted as SME for RDP connectivity issues
- Migrated storage and VM-related data using Azure Storage Explorer and Azure Storage Browser.
- Optimized performance and cost by upsizing/downscaling Azure VM SKUs, aligning compute resources with workload requirements.
- Troubleshot and resolved issues related to Azure VM Guest Agent and VM Extensions to restore monitoring and automation.
- Handled Azure migration issues, including Classic to ARM, Subscription-to-Subscription, and Resource Group migrations.
Senior Escalation Engineer (L2)
Concentrix
Pune
01.2019 - 03.2022
- Promoted and decommissioned Windows Servers (2008–2019, SBS, Essentials) in enterprise environments.
- Troubleshot No Boot and BSOD issues, restoring system availability with minimal downtime.
- Diagnosed and resolved Active Directory replication, SYSVOL, and AD database issues.
- Performed FSMO role transfer and seizure during planned maintenance and DC failures.
- Supported and resolved server migration issues ensuring data integrity and service continuity.
- Created and maintained custom Azure VM images using Managed and Unmanaged disks.
- Captured Azure VM images for standardization, DR, and future provisioning.
- Resolved Azure VM issues using Boot Diagnostics and Azure Serial Console.
- Migrated disks between Standard and Premium Storage based on performance requirements.
- Managed Azure Disk Snapshots and performed restores during data corruption incidents.
- Created and administered Azure File Shares for application and user workloads.
- Provided 24×7 enterprise support to customers across EMEA, APAC, and North America.
- Handled daily service requests, incidents, problem records, and detailed documentation.
Technical Service Desk Executive
MSR IT Solution PVT.LTD
Kolkata
11.2017 - 09.2018
- Provided remote technical support to UK-based clients via phone and email, ensuring high customer satisfaction.
- Managed incidents across multiple severity levels (P1–P4) and consistently met defined SLAs.
- Created, modified, and managed user accounts in Active Directory, including password resets and account lock/unlock.
- Administered and supported desktop environments, printers, smartphones, and enterprise applications.
- Installed, configured, and maintained system drivers, network settings, and peripheral devices.
- Troubleshot Windows OS issues including no-boot failures and Windows Update errors.
- Performed software deployments, security patching, and system updates across end-user devices.
- Diagnosed and resolved hardware, software, and connectivity issues to minimize downtime.
Technical Support Executive.
Teleperformance (Ingram Micro
Indore
11.2016 - 11.2017
- Delivered 24×7 technical support to EMEA and APAC customers via voice, email, and remote sessions, ensuring high customer satisfaction.
- Managed and resolved incidents across multiple severity levels, consistently meeting SLA and KPI targets.
- Acted as a key point of contact for channel partners, handling day-to-day technical and business requirement coordination.
- Provided remote and email-based troubleshooting for end-user and system-related issues.
- Diagnosed and resolved Windows OS issues, including performance, boot, and configuration problems.
- Troubleshot network connectivity issues (LAN/WAN, DNS, IP configuration, VPN basics).
- Identified and analyzed Microsoft 365 (O365) issues, performing initial troubleshooting and escalating to Microsoft Support when required.
- Handled high-level escalations, ensuring timely resolution and minimal business impact.
Senior Technical Support Executive
Xpression Infotech
Kolkata
08.2013 - 11.2016
- Delivered remote technical support to customers across UK, US, Canada, and Australia, ensuring high customer satisfaction.
- Managed refund cases effectively while implementing customer retention strategies.
- Troubleshot Windows OS issues across multiple versions (Windows XP, Vista, 7, 8, and 10).
- Diagnosed and resolved internet connectivity and browser-related issues.
- Identified and removed malware and virus infections, improving system security and performance.
- Resolved hardware and system failures, including laptop/desktop issues, no-boot scenarios, and BSOD errors.
Technical Support Officer
Convergys India Services Pvt.Ltd (Microsoft)
Bangalore
08.2012 - 08.2013
- Provided remote technical support to end users, ensuring quick resolution and high customer satisfaction
- Acted as an Escalation Engineer, handling critical incidents and proactively contacting customers within defined SLAs
- Diagnosed and resolved Microsoft Windows OS issues (Windows XP, Vista, 7, 8, 10)
- Troubleshot No Boot, Startup failures, and BSOD (Blue Screen of Death) issues
- Resolved Windows Update failures, patching errors, and system compatibility issues
- Identified and removed virus/malware infections on Windows laptops and desktops, restoring system stability
- Performed installation, uninstallation, and OS upgrades for Microsoft Windows platforms
- Diagnosed and fixed internet and network connectivity issues, ensuring minimal downtime.
Senior Technical Consultant
Sutherland Global Services (AT&T)
Chennai
01.2012 - 08.2012
- Provided remote technical support to AT&T customers, ensuring timely resolution and high customer satisfaction.
- Worked as an Escalation Engineer, handling complex and high-priority incidents within defined SLAs.
- Troubleshot Microsoft Windows OS issues across versions including Windows XP, Vista, 7, 8, and 10.
- Diagnosed and resolved No Boot and Blue Screen of Death (BSOD) issues on laptops and desktops.
- Identified and fixed Windows Update failures, system errors, and patching issues.
- Performed malware and virus troubleshooting to restore affected systems to secure working condition.
- Resolved internet connectivity and Wi-Fi issues, including network configuration and driver problems.
- Troubleshot and configured printer hardware and software issues, both local and network printers.
Senior Technical Associate
Wipro BPO (British Telecom)
Kolkata
01.2008 - 10.2011
- Provided remote technical support to UK customers, ensuring timely resolution and high customer satisfaction.
- Worked on the Escalation Desk, handling complex and high-priority network issues within defined SLAs.
- Diagnosed and resolved internet and network connectivity issues across residential environments.
- Troubleshot issues related to British Telecom (BT)–provided routers, including configuration and performance faults.
- Identified network faults and coordinated closely with the BT Wholesale Team for advanced troubleshooting and resolution.
- Resolved home printer network connectivity issues, including wireless and LAN configurations.
- Maintained regular follow-ups with customers and BT Wholesale teams until full issue closure.
- Scheduled and coordinated on-site engineer appointments for network issues within customer premises when remote resolution was not possible
Education
Bachelor of Science - BCA
IGNOU
Asansol01-2009
High School Diploma -
BIEC
01-2003
High School Diploma -
Priyadarshani Public School
Asansol01-1998
Skills
- Microsoft Azure IaaS
- Linux & Windows Administration
- Docker
- Kubernetes
- Python (Currently Learning)
- Incident Management & Technical Escalation Handling
Timeline
Technical Consultant
Concentrix
01.2025 - Current
Technical Specialist
LTI Mindtree
04.2022 - 01.2025
Senior Escalation Engineer (L2)
Concentrix
01.2019 - 03.2022
Technical Service Desk Executive
MSR IT Solution PVT.LTD
11.2017 - 09.2018
Technical Support Executive.
Teleperformance (Ingram Micro
11.2016 - 11.2017
Senior Technical Support Executive
Xpression Infotech
08.2013 - 11.2016
Technical Support Officer
Convergys India Services Pvt.Ltd (Microsoft)
08.2012 - 08.2013
Senior Technical Consultant
Sutherland Global Services (AT&T)
01.2012 - 08.2012
Senior Technical Associate
Wipro BPO (British Telecom)
01.2008 - 10.2011
Bachelor of Science - BCA
IGNOU
High School Diploma -
BIEC
High School Diploma -
Priyadarshani Public School