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
Problem solving Abilities
Helping CX in best possible way
Aws,Azure, windows server, microsoft application and tools such as CST CMAT DFM
Google tools such as pushpin
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