Prerna Maurya
Support Engineer
Lucknow
Summary
Collaborative and Flexible Azure Cloud Support Engineer with 12+ years of experience helping clients maintain smooth operations. Expertise in windows,cloud systems and virtual environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Technical Support Engineer
MICROSOFT, ARR CLOUD, CE&S
11.2021 - Current
- Serves as primary point of contact for 150 plus customers for support relating to owned Azure solutions and products.
- Reduced SAP workload on Azure related root cause analysis issues by 10%.
- Collaborates with engineering, product group and other technical teams and worked on optimization of SAP customer by trend analysis.
- Explains technical information in form of story-telling to promote better understanding for non-technical users.
- Gathered trend data from customer calls, Cases inflow and worked with CXP team, reduced 15% cases on those common issues.
- Continuous research on new tactics, ways to better hone responses & shorten remediation times.
- Mentored nearly 5 New joiners in team for quick ramp-up in terms of Business supportability.
Subject Matter Expert
IBM – SME
01.2018 - 10.2021
- Responsible for end to end activities in VMware infrastructure for numerous clients
- Acted as technical team lead for VMware tower.
- Administration and management of ESXi servers ,VCenters.
- Capacity optimization and forecasting reports through Scripting
- Deployed Skyline health diagnostics tool for enterprise plus 20 customers for quick resolution turnaround time
- Worked with IBM cloud team and managed and actively owned pre-checks and pre-migration tasks for nearly 70 Servers to cloud.
- Management and administration of ~100 VMs deployed on Azure cloud.
- Designed and prepared VMware Upgrade plan, technical reports, studies, and related documentation.
Senior Analyst
Accenture Technology Pvt. Ltd
01.2018 - 01.2020
- Administration and management of ESXi servers and V Center 6.0
- Build, update and upgrade VMware hosts and VMware Vsphere.
- HPE chassis build, configuration and management.
- Worked on Images and patches deployment using SCCM manager.
- Creation and modification of VUM Baselines and host profiles.
IT Analyst
Tata Consultancy Services
09.2013 - 01.2018
- Installation and configuration of Virtual machines in VMware for 5 plus clients.
- Management of server remediation projects and administration of AD , DNS and DHCP infrastructure.
- Installation and maintenance of Windows 2003 and 2008 & 2012 servers.
- Provided resolution of the incidents raised using BMC remedy and ServiceNow.
- Maintained patch levels and general health of client environments utilizing various tools like ticket,email and sunguard monitoring.
- Remote and on-site troubleshooting and resolution at client locations.
Graduate Engineer Trainee
HCL Technologies Ltd
12.2010 - 08.2013
- Part of global support team, responsible for over 1500 Windows 2000 and 2003 and 2008 servers globally
- Support for Internal Project Running to secure Shares on global File servers.
- Installation and maintenance of Windows 2003 and 2008 servers on HP and Dell hardware.
- Maintain patch levels and general health of client environments using WSUS and SCCM.
Education
B.Tech - Computer Sc. & Engineering
Uttar Pradesh Technical University
Skills
Supporting Governance\Compliance
Servers management
Operational ExcellenceInterpersonal, Verbal and written communication
IT Infrastructure Planning
Customer relationship management
Root cause analysis
Staff education and training
Technical documents comprehension
Performance Optimization
Certification
MS Azure Fundamentals Certified
Accomplishments
- Comnet Jewel award in HCL.
- On the spot award in TCS.
- Recognition from HCL VP for NGO work.
- Customer Hero for Customer at Microsoft.
- Developed CHATBOT for team internal use .
Timeline
MS Azure Fundamentals Certified
08-2022
Technical Support Engineer
MICROSOFT, ARR CLOUD, CE&S
11.2021 - Current
VMware certified professional (v6.7)
09-2019
Subject Matter Expert
IBM – SME
01.2018 - 10.2021
Senior Analyst
Accenture Technology Pvt. Ltd
01.2018 - 01.2020
Microsoft certified azure associate (70-533)
09-2017
IT Analyst
Tata Consultancy Services
09.2013 - 01.2018
Graduate Engineer Trainee
HCL Technologies Ltd
12.2010 - 08.2013
B.Tech - Computer Sc. & Engineering
Uttar Pradesh Technical University