Shourya Singh
Gurugram
Summary
Dynamic Cloud Support Engineer with extensive experience in managing and optimizing complex cloud systems. Proven track record in diagnosing technical issues, implementing innovative cloud strategies, and enhancing network performance. Notable achievements include leading projects to bolster cloud infrastructure security and improving operational efficiencies. Committed to leveraging technical expertise to drive organizational success in a technology-focused environment.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Cloud Support Engineer
Amazon Web Services
Gurugram
10.2022 - Current
- Trained team members and users in newly implemented and emerging technology to enhance business productivity.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Served as a frontline technical point of contact for escalated issues in AWS services, including ELB, CloudWatch, and AutoScaling.
- Acted as SME for AWS CloudWatch, providing advanced diagnostics, performance analysis, and issue resolution.
- Led high-priority incident management, collaborating with engineering and DevOps teams to ensure swift resolutions and conduct root cause analyses.
- Engaged directly with customers to deliver actionable solutions and maintain high satisfaction levels.
- Designed and implemented optimizations for AWS platform stability and monitoring tools.
- Developed detailed documentation and training materials, enhancing team knowledge and efficiency.
- Conducted technical interviews to assess candidates’ expertise in cloud technologies and problem-solving skills.
- Contributed to in multiple and launches, ensuring minimal service disruption.
- Spearheaded resolutions for high-severity escalations, reducing resolution times by 30% without the SLA being breached.
- Performed various beta testing for multiple new incorporated features.
- Achieved 97% customer satisfaction through effective solutions and communication.
- Performed detailed case analysis in order to reduce similar customer reach outs which resulted in 25% of reduced number of cases with the similar type of issues.
Trust and Safety Associate( AWS Digital Messaging)
AMAZON
03.2021 - 10.2022
- Identification and prevention of possible business risks/threats and maintaining proper checks to limit organizational as well as client loss
- I have been doing several checks in order to onboard an enterprise clients regarding our services( i.e SES/SMS)
- Effectively identifying problems and issues by performing relevant research using the appropriate tools
- Able to effectively manage high severity cases in order to prevent any skstakeholder's loss
- Analyze identity and pattern of any fraud and misuse of AWS platform
- Identify the trend that needs to be addressed and communicate the findings to the respected stakeholders
- Address the site violations in timely manner and also escalate it in case it's needed
- Have been taking up initiatives to maintain healthy work relations among the peers by connecting the teams together
Customer Service Associate( Internationl Phones) and Support Matter Specialist
AMAZON
06.2018 - 03.2021
- As a Support Matter Specialist I have trained new hired batches of Amazon
- I have trained the new hired batches regarding the process and have been their voice coach as well
- I have also supported the new skill launch of a complete new site
- I also have an experience of handling a complete team and also helped and motivated them in meeting their metrices
- I have also used my analytical skills in determining between the fraud client and usual client accounts before proceeding with any exceptions
- I also used to analyze the trend of clients reaching out to us for any exception and concession and their pattern of issues
- Determines eligibility by comparing client information to requirements
- Establishes policies by entering client information; confirming pricing
- Informs clients by explaining procedures; answering questions; providing information
- Maintains communication equipment by reporting problems
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
Education
B.Tech - Computer Science
ABES Institute of Technology
01.2018
Intermediate -
St. John's School
Marhauli01.2014
High School -
St. John's School
Marhauli01.2012
Skills
- Cloud Platforms: AWS (CloudWatch, EventBridge, AutoScaling, ELB)
- Monitoring Tools: Application Insights, AWS CloudWatch
- Programming Languages: Python, Java, SQL
- Operating Systems: Unix/Linux, Windows
- Networking: Cloud networking, distributed systems
- DevOps Practices: CI/CD, performance monitoring, Terraform
Achievementsstrengths
Won All Rounder Champion Trophies in School, Anchored all Annual Events In College, Won Rapid Fire Round (Big Data Thon Event - 2017), Goal oriented, Positive attitude, Team player, Quick learner, Extrovert
Languages
- English
- Hindi
Hobbies and Interests
- Singing
- Reading
- Travelling
Projects
Library on Cloud, Online Library Portal for the handy access of traditional library management system., Develop and update the database of books., Online book issue and return., Student and teacher login pages.
Professionaltechnicaltrainings
- Web Designing, Aptron, Noida, Basics of Web Design, Adobe Flash, HTML & DHTML, Java Script, How to Create Website, Web Hosting By FTP, Testing and Implementation
- Web Analytics, Accenture, Certified Web Analyst., Explored different types of analytics., Learned to apply Google Analytics.
- Data Science Bootcamp 2020, Udemy
- Business Intelligence Analyst Bootcamp 2020, Udemy
- Certified Scrum Product Owner (CSPO), Scrum Alliance
Personal Information
- Father's Name: Sunil Kumar Singh
- Mother's Name: Vidya Singh
- Date of Birth: 11/09/95
- Nationality: Indian
Certification
- CloudWatch Subject Matter Expert
- AWS Cloud Quest: Cloud Practitioner
- AWS Partner: Generative AI Essentials (Business)
- AWS Certified Solutions Architect – Associate
- Certified Scrum Product Owner (CSPO)
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
- Designated AWS certified speaker.
- Rewarded as a CloudWatch SME.
- Mentored mutiple new hire batches with a maximum of 5 designated mentees under me in each batch.
- A part of technical interview panel and have taken 30+ interviews.
Timeline
Cloud Support Engineer
Amazon Web Services
10.2022 - Current
Trust and Safety Associate( AWS Digital Messaging)
AMAZON
03.2021 - 10.2022
Customer Service Associate( Internationl Phones) and Support Matter Specialist
AMAZON
06.2018 - 03.2021
B.Tech - Computer Science
ABES Institute of Technology
Intermediate -
St. John's School
High School -
St. John's School
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