Paras Pahwa

• Managed incoming calls, emails, chats, incidents, and alerts using ServiceNow, ensuring detailed logging and timely resolution of issues in compliance with ITIL standards and SLAs.
• Documented all incidents, alerts, events, and problems using standardized reporting methods to maintain accurate records and facilitate root cause analysis.
• Utilized checklists and troubleshooting guides to systematically identify and address user issues related to operating systems, MS Office, Google Workspace, Active Directory, VPNs, firewalls, printers, and network devices.
• Coordinated ticket resolution efforts from initial logging through to closure, escalating complex issues to appropriate teams while maintaining clear communication with end users.
• Provided on-site and remote support to end users, assisting with incident management, service requests, and change logging.
• Adhered strictly to France holiday calendar and time zone requirements to ensure consistent support coverage for European users.
• Collaborated with cross-functional teams to uphold the company’s quality management system and meet or exceed service level agreements.
• Maintained basic knowledge of cloud technologies, including AWS cloud services, supporting cloud-related inquiries and assisting with escalations when necessary.
• Fostered a positive customer service environment, demonstrating strong verbal and written communication skills and a commitment to teamwork.

• Provided first-level technical support to end users via phone, email, and live chat, resolving hardware, software, and network issues efficiently.
• Logged, tracked, and managed support tickets using ServiceNow, ensuring all incidents and requests were accurately documented and resolved within SLA guidelines.
• Troubleshot and resolved issues related to operating systems (Windows, macOS), Microsoft Office Suite, VPN connectivity, printers, and network devices.
• Assisted users with account management tasks, including password resets and access provisioning through Active Directory.
• Escalated complex technical problems to higher-level support teams while maintaining clear communication with customers.
• Followed ITIL best practices for incident, problem, and change management to maintain service quality and compliance.
• Collaborated with cross-functional teams to provide timely updates and improve the customer support experience.
• Maintained up-to-date knowledge of company products, services, and industry trends to provide accurate information and guidance to customers.
• Delivered excellent customer service, demonstrating patience, empathy, and strong communication skills in every interaction.

• As a Technical Support Specialist with a focus on DevOps, my primary role was to provide technical assistance and support to clients and customers, both internal and external, in the context of DevOps tools, practices, and infrastructure.
• Managed the configuration and setup of user accounts and systems.
• Tracked service requests through a ticketing system such as Remedy or Service Now.
• Configured Kubernetes clusters for container orchestration purposes in a multi-cloud environment.
• Managed Azure Kubernetes Service (AKS) clusters for containerized applications, ensuring high availability and scalability.

• Led complex cloud migration projects, including discovery, planning, execution, and optimization of infrastructure and application workloads transitioning from on-premises data centers to AWS.
• Conducted in-depth assessments using AWS Migration Evaluator, Application Discovery Service, Migration Hub, and AWS Application Migration Service to evaluate existing environments and define tailored migration strategies.
• Executed database migrations using AWS DMS, ensuring data accuracy, minimal downtime, and performance tuning post-migration.
• Re-architected legacy applications into cloud-native designs, including microservices-based and containerized architectures, to enhance performance, scalability, and maintainability.
• Built automated infrastructure provisioning and deployment pipelines using Terraform, Ansible, and CI/CD tools, reducing deployment time and improving consistency.
• Integrated secure networking solutions using AWS Direct Connect and Site-to-Site VPN, ensuring stable, encrypted connectivity between cloud and on-premises systems.
• Collaborated with cross-functional teams including DevOps, security, and operations to align cloud environments with compliance and governance standards.
• Provided post-migration support, including performance monitoring with CloudWatch, incident response, and environment tuning for reliability and cost efficiency.
• Authored detailed documentation, runbooks, and migration playbooks to support knowledge transfer and future migrations.

Key Technologies:
AWS (EC2, RDS, S3, Lambda, VPC, DMS, CloudWatch), Terraform, Ansible, Jenkins, Python, Bash, Git, ServiceNow, Elastic, Windows & Linux OS

Key Achievements:

• Migrated 150+ enterprise workloads to AWS with 99.9% uptime, reducing infrastructure costs by 35%.
• Designed reusable Terraform modules that cut provisioning time by 60% across multiple projects.
• Recognized by senior leadership for executing a seamless migration for a global retail client with zero customer-impacting downtime.

• As an Information Technology Specialist, I was assigned the role of managing our organization's IT infrastructure, ensuring that technology systems and services run efficiently, securely, and in line with the organization's objectives, which include IT support, system administration, network management, and more.
• Key Responsibilities: Technical Support: Provide technical support to end users, addressing hardware and software issues, troubleshooting problems, and resolving technical inquiries.
• Increased team productivity and automated repetitive tasks with batch files using PowerShell scripts.
• Participated in IT department meetings to identify continuous improvement opportunities and enhance delivery of IT services to users.
• Configured, monitored and maintained email applications or virus protection software.

• Ensuring that customers or end-users of a product or service have a positive experience by providing technical assistance and resolving any issues they may encounter
• The specific roles and responsibilities of a Technical Support Engineer can vary depending on the company, industry, and the complexity of the product or service they are supporting
• Customer Assistance, Troubleshooting, Problem Resolution, Documentation, Communication, Product Knowledge, Remote Support, Escalation, Customer Education, Quality Assurance, Feedback Collection, Knowledge Sharing, On-Call Support, Customer Feedback