RIYAZ SHAREEF
Bengaluru
Summary
Seeking a position to apply exceptional problem-solving and collaborative skills as part of a team to work in a thoroughly professional work environment where different opportunities are available to demonstrate the skillset and knowledge acquired which can be translated into effective attainment of organization and personal goals. Focused Senior Service Engineer ready to apply 10 years of experience to growth-oriented role. Specializing in improving performance and increasing production power while controlling costs. Adept at performing troubleshooting, repairs and new installations.
Overview
11
11
years of professional experience
Work History
Senior Service engineer
Microsoft Corporation India Pvt Ltd
07.2023 - Current
- Assisted as a Senior Service Engineer in the troubleshooting and maintenance of cloud-based healthcare products, focusing on DAX copilot, DAX Nursing (AI based application), and other similar platforms
- Thoroughly analyzing server and local machine logs and events to promptly identify problems and offer effective solutions
- Demonstrated proficiency in supporting applications and products throughout a 10-year career in IT
- Experience includes expertise with multiple support tools like Linux, SQL, Splunk, Fiddler, Salesforce, JIRA as well as working knowledge of Microsoft Azure
- Oversaw a staff of 10 members responsible for gathering dumps and logs, conducting issue replication in internal LAB for testing, and documenting bug reports for the development team
- Collaborated with the team to address software bugs by consistently updating JIRA cases and monitoring progress
- Collaborated with both internal and external stakeholders, development architects, and managers to ensure projects were delivered on time
- Utilized close communication with development and QA managers to resolve performance challenges
- Demonstrated expertise in application validation, implementation, and unit testing
- Managed and communicated updates to business units and senior management
- Implemented strategies to drive improvements in operational metrics and continuously enhance performance
- Assist with major incident handling and root cause analysis
- Provided technical content and training to PFE field, account teams, and support team
- Develop and deliver technical content and training for the PFE field, account teams, and support team.
Senior Software Support Engineer
Nuance Communications
01.2017 - 01.2023
- Ensured seamless functionality of DMO, PMM, and DMNE speech recognition software through dedicated L2 and L3 support for doctors and clinical staff
- Managed a range of user issues, spanning from single to multiple users at site level, along with resolving critical High Priority DMO Support cases involving RDP, VMware and Citrix environments
- Performed analysis of server and local machine logs to troubleshoot and resolve problems
- Successfully replicated errors by gathering dumps and logs, utilizing internal lab for issue reproduction and bug reporting
- Effectively utilized JIRA to document and address software bugs, ensuring efficient problem-solving processes
- Contributed to the creation of a robust Knowledge base (KB) by documenting troubleshooting solutions
- Updated and managed articles and code at Confluence Pages
- Assisted peers by offering training and support during Critical Incidents(CI) and major outages
- Successfully resolved client escalations and critical incidents, reporting comprehensive RCAs
- Utilized MS applications like Microsoft Marketing cloud for sending tailored Disruption and Outage notifications to client groups
- Engaged in periodic product validation for (DMO and PMM) to test software before release on both staging and production environments.
Senior Messaging Engineer
Microland
09.2013 - 11.2017
- Managed Exchange server operations for a hybrid environment consisting of Exchange versions 2010, 2013, and 2016
- Setup and configured Data Availability Group (DAG) to ensure reliable data access
- Resolved troubleshooting tasks related to DAG performance
- Demonstrated ability to troubleshoot various database problems including mounting, dismounting, suspending and resuming operations
- Add/Remove of Transport rules & SMTP Connectors for mail routing
- Resolved mail delays, bounce issues, and message tracking problems
- Troubleshot various Exchange Server issues, including OAB, Public Folder Migration, Email Address policy, and GAL
- User and Mail Admin Tasks - Creation / Deletion / Change / Move IDs
- Managed the installation of security updates for Exchange servers
- Troubleshot user-related issues by monitoring system and application logs, as well as server end log and event viewer activities
- BlackBerry Enterprise Server: Installing & Configuring BAS and BES Servers
- Managing and maintaining Blackberry Enterprise Server
- Troubleshooting the activation of Blackberry device from the Server end
- Good Mobile Server: Managing and maintaining Good Mobile Server
- Troubleshooting the activation of user device from the Server end
- Adding/Removing of users in Good Mobile.
Education
Bachelor of Engineering -
KNS institute of technology
07.2023
PUC -
Sri Sai Sathyanarayana PU College
Skills
- Team player
- Conflict Management
- Public Speaking
- Testing and debugging software systems
- System validation
- Windows Server knowledge
- Cloud Computing
- Incident Management
- Performance Optimization
Activities
- Chess
- Cricket
- Gym
- Billiards
- Travel
Timeline
Senior Service engineer
Microsoft Corporation India Pvt Ltd
07.2023 - Current
Senior Software Support Engineer
Nuance Communications
01.2017 - 01.2023
Senior Messaging Engineer
Microland
09.2013 - 11.2017
Bachelor of Engineering -
KNS institute of technology
PUC -
Sri Sai Sathyanarayana PU College