Shalini Prakash
Product Support Engineer
Hyderabad
Summary
Professionally skilled Cloud Support Engineer with 5 years of experience in developing, maintaining, and optimizing cloud computing solutions. Proven ability to leverage expertise to enhance organizational efficiency and provide exceptional customer support. Seeking to contribute to a dynamic team and deliver top-tier service in cloud technology.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Cloud support Engineer
Sonata Software
10.2022 - Current
- Diagnosed and resolved complex hardware and software issues for customers
- Provided Tier 1 and Tier 2 support for customers
- escalated complex issues to senior level support when necessary
- created and maintained documentation for support processes
- responded to customer inquiries in a timely and professional manner
- worked with engineering and product teams to resolve
- provided technical support for cloud infrastructure, troubleshooting issues and resolving incidents to ensure optimal performance and uptime.
- Implemented and maintained cloud-based solutions, including virtual servers and storage systems, to meet client requirements and quality standards.
- Collaborated with cross-functional teams to design and deploy new cloud services, enhancing scalability and security for clients.
- Conducted regular performance monitoring and optimization of cloud environments, identifying and implementing proactive solutions to improve efficiency and cost-effectiveness.
Cloud Support Engineer
Mindtree
09.2021 - 09.2022
- Developed tools to automate the monitoring and resolution of cloud infrastructure issues
- Identified and resolved complex problems with cloud infrastructure
- collaborated with teams to design, implement, and optimize cloud infrastructure
- Created and maintained documentation for cloud infrastructure
- Provided training to new team members on cloud infrastructure
- Implemented cloud infrastructure solutions for clients, increasing efficiency and reducing downtime by 20%.
- Resolved 100+ technical issues related to AWS, Azure, and Google Cloud Platform for clients in a timely manner.
- Conducted regular system audits to ensure security and compliance with industry standards.
- Collaborated with cross-functional teams to design and deploy scalable cloud solutions for high-profile clients.Developed tools to automate the monitoring and resolution of cloud infrastructure issues
- Identified and resolved complex problems with cloud infrastructure
- Collaborated with teams to design, implement, and optimize cloud infrastructure
- Created and maintained documentation for cloud infrastructure
- Provided training to new team members on cloud infrastructure.
Analyst Clinical Application
HCL Technologies
09.2019 - 09.2021
- Verified the accuracy of data before it was entered into company systems
- checked for errors in data and corrected them when necessary
- Analyzed data to look for trends and patterns
- presented findings to managers and other decision-makers
- Identified root cause of complex application issue and provided solution to team.
- Developed SQL query to gather data to support analysis.
- Utilized Excel to manipulate data to support analysis.
- Wrote process documentation for new application processes.
- Trained new team members on application processes.
- Created process maps
- led implementation and integration of new clinical application software, resulting in improved efficiency and accuracy in patient data management.
- Collaborated with cross-functional teams to identify and address user needs, ensuring seamless adoption of clinical technology solutions.
- Analyzed system performance data and identified areas for improvement, leading to optimization of application functionality and user experience.
- Provided ongoing training and support to end users, resulting in increased proficiency and utilization of clinical applications across the organization.
Senior Process Executive
Cognizant
09.2018 - 09.2019
- Managed timely and accurate processing of clients' documents
- Monitored workflows to ensure deadlines were consistently met
- Reviewed and approved processed documents for accuracy
- Identified discrepancies and escalated to supervisors for prompt resolution
- Stayed informed of processing procedures and updates
- Conducted training sessions for new staff members
Education
12 - Science
Baldwin Academy
Patna, Bihar10 - undefined
Baldwin Academy
Patna, BiharBachelor of Engineering - Computer Science
SJBIT Bangalore
Bangalore, Karnataka 08.2013 - 05.2017
Skills
TIME MANAGEMENT
Accomplishments
Recognized as the top performer on the team for consistently exceeding goals and delivering exceptional results.
Additional Information
6 Years of total experience
Languages
Hindi
Advanced (C1)
English
Advanced (C1)
Interests
Content creation
Travel vlogging
Timeline
Cloud support Engineer
Sonata Software
10.2022 - Current
Cloud Support Engineer
Mindtree
09.2021 - 09.2022
Analyst Clinical Application
HCL Technologies
09.2019 - 09.2021
Senior Process Executive
Cognizant
09.2018 - 09.2019
Bachelor of Engineering - Computer Science
SJBIT Bangalore
08.2013 - 05.2017
12 - Science
Baldwin Academy
10 - undefined
Baldwin Academy
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