Results-driven Cloud Infrastructure & AI Engineer with nearly 10 years of experience in Azure cloud platforms, Linux administration, SAP HANA, high availability clusters, storage, backup, disaster recovery, and enterprise customer support. Certified in AZ-900, AI-900, and AZ-120. Currently pursuing a Master’s in Artificial Intelligence and Machine Learning with hands-on experience in Machine Learning, NLP, Generative AI, RAG, Python, SQL, Power BI, Tableau, and automation technologies. Experienced in managing critical customer escalations, handling executive-level communications, resolving high-impact outages, leading technical investigations, mentoring engineers, delivering trainings, and driving customer success.
Hi, I’m
FARHANA MIRDHE
Technical Support Engineer
Bengaluru
Summary
Overview
7
Certifications
11
years of professional experience
Work History
Microsoft Pvt Ltd
Customer Support Escalation Engineer
07.2020 - Current
Job overview
- Resolve complex Azure infrastructure, storage, networking, Linux, SAP HANA, clustering and high-availability issues for enterprise customers.
- Act as technical lead for critical customer escalations and major incidents, driving investigations through resolution.
- Work directly with enterprise customers, architects and leadership teams to provide technical guidance and service restoration plans.
- Manage challenging customer situations and high-pressure escalations while maintaining customer confidence.
- Collaborate with Azure engineering and product teams to resolve platform-level issues.
- Mentor engineers and provide technical leadership during complex investigations.
- Deliver internal technical trainings and knowledge-sharing sessions on Azure, Linux, SAP HANA and clustering technologies.
- Develop automation solutions using Power Automate, Python, SharePoint and Copilot to improve operational efficiency.
- Create Power BI and SharePoint dashboards for reporting, operational insights and trend analysis.
- Participate in AI innovation initiatives and hackathons focused on Generative AI and automation.
- Built AI-driven healthcare projects using Natural Language Processing (NLP) techniques for medical text analysis and intelligent recommendations.
- Developed an AI-based intruder detection system using Machine Learning and Computer Vision techniques as part of Master’s coursework.
- Built proof-of-concepts leveraging LLMs and RAG for intelligent knowledge retrieval and support automation.
- Coordinate cross-functional teams during critical incidents and drive customer communications through resolution.
- Lead for customer proactive support.
NetApp (Sutherland)
Technical Support Engineer
12.2019 - 06.2020
Job overview
- Supported enterprise storage, backup and availability solutions. Troubleshot performance, capacity and availability issues.
Wipro Technologies
Project Engineer
05.2015 - 11.2019
Job overview
- Managed server infrastructure, backup environments, migrations, and enterprise IT operations to ensure seamless IT service delivery.
Education
PES University
Master's from Artificial Intelligence & Machine Learning
06-2026
University Overview
BITS Pilani
B.Tech from Computer Science
01-2019
University Overview
KHK College
Diploma from Electronics
01-2015
University Overview
Skills
Microsoft Azure, Azure Virtual Machines, Azure Storage, Azure Backup, Azure Site Recovery
SAP HANA on Azure, Pacemaker Clusters, High Availability & Disaster Recovery
Linux Administration (RHEL, SUSE), Windows Server Administration
Storage, SAN, Backup Technologies, EMC Networker, NetBackup
Python, SQL, Power BI, Tableau
ML, Agentic AI, NLP, Power automate, AI
Certification
Microsoft Certified: Azure Fundamentals (AZ-900)
Timeline
Customer Support Escalation Engineer
Microsoft Pvt Ltd
07.2020 - Current
Technical Support Engineer
NetApp (Sutherland)
12.2019 - 06.2020
Project Engineer
Wipro Technologies
05.2015 - 11.2019
KHK College
Diploma from Electronics
BITS Pilani
B.Tech from Computer Science
PES University
Master's from Artificial Intelligence & Machine Learning
Leadership & Key Achievements
Leadership & Key Achievements
- Led multiple business-critical customer escalations involving Azure infrastructure and SAP workloads.
- Recognized for handling high-pressure customer situations and executive stakeholder communications.
- Delivered internal trainings and mentoring programs for technical teams.
- Developed automation solutions that reduced manual effort and improved operational efficiency.
- Demonstrated team leadership and coordination across global engineering organizations.
Hobbies
Hobbies
Learning new language, new technology, upgrading my skills, exploring food places and travelling