FAYAZUDDIN MOHAMMED

Core Cloud Support Responsibilities Provisioning & Resource Management Monitoring, Logging & Incident Response IAM & Security Management Automation & Scripting Customer Interaction & Ticket Management Cost & Usage Optimization Knowledge & Documentation

• Delivered Tier 1/2/3 support for Azure and AWS cloud environments, managing incidents, service requests, and system outages.
• Diagnosed and resolved issues with compute (Azure VMs / EC2), storage (Blob / S3), and networking (VNETs / VPC, NSG / Security Groups).
• Provided hands-on support for services like Azure App Services, AWS Elastic Beanstalk, Lambda, and RDS.
• Provisioned and configured Azure and AWS resources using Azure Portal, AWS Console, ARM Templates, CloudFormation, and Terraform.
• Assisted teams with onboarding and configuring Azure Subscriptions and AWS Accounts aligned with tagging, budget alerts, and compliance policies.
• Monitored infrastructure and application performance using Azure Monitor, AWS CloudWatch, CloudTrail, and third-party tools like Datadog and New Relic.
• Configured alerting rules and log analytics for proactive detection and resolution of service degradation and failures.
• Led incident response efforts including triage, communication, resolution, and RCA documentation.
• Managed Azure Active Directory and AWS IAM policies, roles, and users, ensuring least-privilege access and secure configurations.
• Investigated and remediated security alerts from Defender for Cloud and AWS Security Hub.
• Assisted with MFA configurations, SSO integrations, and identity federation between cloud and on-prem systems.
• Automated routine support and remediation tasks using PowerShell (Azure), AWS CLI, and Python scripts.
• Used Systems Manager (SSM) and Azure Runbooks to push automated fixes and patches across multiple instances.
• Improved deployment efficiency, automating processes using CI/CD pipelines.
• Handled cloud-related service tickets via ServiceNow and Jira, ensuring SLA adherence and customer satisfaction.
• Collaborated with application, DevOps, and infrastructure teams to drive root cause analysis and resolution of high-impact issues.
• Used AWS Cost Explorer and Azure Cost Management to analyze spending patterns and recommend cost-saving measures.
• Implemented automation to turn off non-production environments during off-hours.
• Created and updated internal knowledge base articles and runbooks for known issues and recurring support tasks.
• Trained junior support engineers on Azure and AWS troubleshooting best practices.
• Improved incident management workflows by creating comprehensive documentation on troubleshooting procedures and common issues resolution steps.
• Developed custom scripts/tools as needed to automate routine tasks, increasing overall team productivity and efficiency.

• Provide support and guidance for technically proficient customers managing complex public and private cloud infrastructure
• Work independently or with teammates to resolve customer issues
• Communicate issues to engineering team and track them to resolution, providing guidance and recommendations on processes and techniques to automate and orchestrate clients environments
• Configuring deploying and troubleshooting IP networks, virtual infrastructures, cloud-based resources, and related technologies
• Creating and maintaining knowledge base articles and technical documentation, customers onboarding, training, and skills transfer, Testing software for new bugs with QA Team
• Effective and efficient communication skills in English (written and verbal).
• Managed virtualized environments using VMWare vSphere, including installation, configuration, and maintenance of ESXi hosts and virtual machines.
• Provided technical support and troubleshooting for Linux and Windows servers, resolving issues related to performance, security, and connectivity.
• Collaborated with development teams to deploy applications in cloud environments and ensure optimal performance and reliability.

• Resolve outage issues by isolating programs and collaborating with engineers to find fixes
• Monitor network security, isolate potential security vulnerabilities, and remedy security issues that could compromise the network
• This includes running diagnostics programs on networks to pinpoint problems and monitor overall network health
• Interacts with network and hardware engineers as well as system and database administrators, regarding network/system activities and outages
• Works with the most current technologies and ensures that our network and systems are fully maintained and operational! Provides technical analysis to all customers to isolate issues and develops strategies to restore or activate services
• Identifies network problems, isolates root causes, and initiates corrective action.
• Administered Windows Server infrastructure, including Active Directory, Group Policy, DNS, and DHCP services.
• Managed virtualized environments using VMWare vSphere, including server provisioning, performance tuning, and resource management.
• Installed, configured, and maintained Linux servers for various applications, ensuring system security and stability.
• Conducted regular system backups, disaster recovery planning, and security audits to mitigate risks and ensure data integrity.
• Provided technical support to end-users, troubleshooting hardware and software issues, and resolving tickets in a timely manner.
• Managed and executed server patching activities to maintain system integrity and security.
• Implemented timely patching of servers to address vulnerabilities and minimize security risks.
• Developed patching schedules and procedures to ensure minimal disruption to operations.
• Collaborated with cross-functional teams to coordinate patching efforts and maintain service availability.
• Conducted thorough testing post-patching to validate system functionality and performance.
• Documented patching activities and maintained accurate records for compliance and audit purposes.

• Deputed at various sites for City of Ottawa
• Responsible for providing technical support to customers, Troubleshooting Installing, and configuring Windows Laptops, iPad, and various Printers
• Configuring Network devices like Routers, and switches
• Monitoring and responding to alerts using client monitoring system.

• Responsible for providing technical support to customers, installing, and configuring Windows servers, with its core services like Active directory, DNS, DHCP, iSCSI, NFS
• Installing and maintaining exchange server
• Configuring Network devices like Cisco Routers, switches, firewalls
• Monitoring and responding to alerts using client monitoring system
• Installing Operating system using images, Managing Virtual machines with VMware ESXi Hypervisor
• Installing, monitoring, and troubleshooting backup software's to ensure smooth running of backups, using tools like (VEEAM, Symantec Backup Exec & Barracuda backup)
• Engaging ISP and Vendor to resolve major outages
• Installing and troubleshooting network devices like, Printers, scanners, routers, switches, NAS & SAN.

• Responsible in supporting core Banking application for the largest Islamic bank in Saudi Arabia, using CA-Unicenter and Remedy ticketing system to manage end users to resolve applications and software issues, within server database and other critical systems
• Responsible for creating runbooks for business users to understand new capabilities
• Creating technical documents to support and install various application
• Recording detailed step by step report for every successful or unsuccessful actions taken to resolve tickets/incidents
• Effectively communicate applications or technical problems with key-stakeholders, development team, end users and supervisors
• Testing fixes in test environment before deploying it in production environments.