Summary
Overview
Work History
Skills
Education
Projects
Accomplishments
Certification
Eportfolio
Timeline

Shahrukh Hafiz

Senior Technical Solutions Representative
Bangalore

Summary

Highly skilled and experienced Technical Support professional transitioning to a role in DevOps and Cloud Engineering. With six years of hands-on experience in technical solutions, I am equipped to contribute to the success of the organization by delivering excellent services and driving innovation in cloud infrastructure.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
6
6
Certificates
3
3
Languages

Work History

Senior Solution Analyst( Social Media)

HP Inc
Bangalore
08.2022 - Current
  • Providing support to relevant posts on HP Forums, Facebook, Twitter, and YouTube
  • Acting as role of an “ambassador”, remaining focused and positive when engaging with HP Customers and Partners
  • Delivered prompt remote and onsite technical support to end-users, addressing a wide range of IT-related concerns.
  • Effectively communicating and using sound judgment to create positive relationships and brand loyalty in social media channels
  • Able to take initiative,Proactive,Positive attitude, Identifies and resolves customer issues using easily understood written communication
  • Plans, monitors and directs operational/technical team activities to achieve business and operation’s targets
  • Educated users on best practices for hardware and software usage, enhancing their self-troubleshooting abilities.
  • Collaborated with team members to develop and implement strategies for improving helpdesk efficiency.

Solution Analyst 2(Premium Support)

HP Inc
Bangalore
01.2020 - 07.2022
  • Skilled at working independently and collaboratively in a team by handling executive escalations.
  • Excelled in every quarterly goal and received Rockstar award in FY21 Q3
  • Conducted regular hardware and software updates, ensuring systems were up-to-date and secure.
  • Assisted clients with network connectivity and printer setup, enhancing overall user experience.
  • Maintained accurate documentation of technical issues, solutions provided, and steps taken for future reference.
  • Assisted in the deployment and setup of new workstations, ensuring proper functionality and user accessibility.
  • Diagnosed and resolved software conflicts, hardware malfunctions, and network connectivity problems.
  • Conducted hardware repairs, including component replacements and upgrades, to extend system lifespans.

Solution Analyst 1(EMEA PS & PRINT)

HP Inc
Bangalore
06.2016 - 12.2019
  • Provided assistance to EMEA Region for PC and Print
  • Learned CRM Skills, E-Mail and Chat Etiquette's
  • Developed and maintained courteous and effective working relationships.
  • Learned the basics of Sales at Point of Service and delivered exceptional results in SAPOS for both PC and Print products.
  • Provided onsite technical support to clients, diagnosing and resolving hardware and software issues efficiently.
  • Installed, configured, and maintained operating systems, software applications, and hardware components.

Skills

Strong understanding of version control systems such as Git

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Education

Bachelor of Technology - Computer Science And Programming

United Institute Of Technology, Prayagraj
06.2010 - 06.2014

Post Graduate Diploma - Cloud Computing

Great Lakes, Bangalore
01.2019 - 11.2019

Projects

OpenStack Single Node Deployment on EC2 Skills and Tools - OpenStack, Open Stack Dashboard - Horizon, RDO distribution of Open Stack

Building Scalable and Resilient Applications Google Cloud Platform Skills and Tools - GCP Instance Template, GCP Instance Group, Autoscaler, HTTP Load Balancer

Moving & Deploying a Web App to AWS Fargate Skills and Tools - Docker, ECS, LoadBalancer, ApacheTomcat

Building an Automated Business Process using Managed Services on a Public Cloud Skills and Tools - Kinesis, DynamoDB, S3, SNS

Cloud-based file share and sync solution Skills and Tools - VPC, EC2, Security Group, Internet Gateway/Instance

Capstone Project App Re-Engineering – Moving Web App On-Premises to Cloud (AWS) Skills and Tools – ECS Cluster deployed using CodeCommit, CodeBuilt and CodeDeploy, JSON.

Accomplishments

  • Supervised team of 10 L2 engineers in managing the Open Cases with minimum case age and maintaining sNPS of 80.
  • Collaborated with Tech Leads in the development of Project Cheetah to cross train the identified engineers in both PS and Printers across the APJ, NA and EMEA markets to manage the SL and sNPS.
  • Recognized by the HP CSC Director for WOW Customer Experience among 100 samples
  • Recognized by the AMS Team for Rockstar Award in FY22 for sNPS,opens cases and AHT.
  • Provided Input For introducing " Challenge to Process " initiative for incorporating ideas by L2 engineers.

Certification

Post Graduate Diploma in Cloud Computing Training - 9 months

Eportfolio

https://eportfolio.mygreatlearning.com/shahrukh-hafiz

Timeline

Senior Solution Analyst( Social Media) - HP Inc
08.2022 - Current

Learning Linux Basics Course

08-2022
Solution Analyst 2(Premium Support) - HP Inc
01.2020 - 07.2022

Cloud Hero: Infrastructure Modernization

01-2020
Great Lakes - Post Graduate Diploma, Cloud Computing
01.2019 - 11.2019

Post Graduate Diploma in Cloud Computing Training - 9 months

01-2019

CompTIA A+ (220-901) Cert Prep: 1 Core Processing

09-2018

Computer Components and Peripherals for IT Technicians

05-2017

Windows 10: Configure and Support Core Services

04-2017
Solution Analyst 1(EMEA PS & PRINT) - HP Inc
06.2016 - 12.2019
United Institute Of Technology - Bachelor of Technology, Computer Science And Programming
06.2010 - 06.2014

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Shahrukh HafizSenior Technical Solutions Representative