Sarath Mohan

• Investigate and resolve incidents related to cloud Azure environments. This may include diagnosing networking issues, server downtime, service outages, or application errors.
• Assist in troubleshooting complex cloud infrastructure issues involving virtual machines, storage, databases, networking, and security configurations.
• Support the automation of cloud infrastructure provisioning, deployment, and management.
• Communicate with customers to understand technical issues and provide timely and accurate support. They might assist with specific cloud service configurations, service limits, security configurations, etc.
• Use monitoring tools (e.g., CloudWatch, Azure Monitor) to review system performance and identify issues before they escalate into critical problems.
• Ensure that critical patches and updates to cloud services or applications are applied in a timely manner.
• After incidents are resolved, conduct a root cause analysis to understand why the problem occurred and recommend changes to prevent future occurrences.
• Work with development teams to understand application-specific issues or to troubleshoot code-related issues impacting cloud services.
• Help train Tier 1 engineers, and provide mentorship or guidance on complex cloud service issues.
• Periodically assess and audit customers' cloud environments to identify potential improvements or risks.

Windows/Unix Tier 2 Engineer | Managed Services Business

• Effectively managed and resolved client incidents, service requests, and change requests, ensuring timely completion within the defined SLA.
• Implemented both hardware and system-level changes, adhering to best practices and client requirements.
• Managed multiple high-priority tasks concurrently, ensuring the prompt resolution of critical issues and minimizing downtime.
• Utilized strong communication skills to clearly explain complex technical issues to clients, as well as collaborate across various internal departments.
• Contributed to enhancing customer satisfaction by resolving intricate technical challenges efficiently and within the specified timeframes.
• Provisioned, configured, and managed a range of Azure resources, including virtual machines, storage accounts, databases, and networking components.
• Proactively monitored and assessed the performance and health of Azure services and resources, identifying and addressing potential issues to maintain optimal performance and service availability.

• Elevated service quality by optimizing workflows and adopting industry best practices to enhance delivery standards.
• Improved incident management efficiency, leading to quicker resolution times and streamlined operational performance.
• Conducted in-depth root cause analyses to address recurring challenges, deploying sustainable solutions to prevent future occurrences.
• Enhanced client satisfaction by reducing response times through proactive system monitoring and swift issue resolution.
• Maintained high service availability by identifying potential risks early and implementing preventive strategies to mitigate them.
• Established robust change management frameworks that ensured seamless client experiences during system upgrades and migrations.

• Completed CCNA and MCSA certification courses at Spinox Innovations while serving as a Trainee Network Engineer.
• Acquired practical experience in configuring and troubleshooting Cisco routers and switches.
• Gained proficiency in managing and administering Windows Server 2008 R2 as part of the MCSA certification training.
• Minimized downtime by proactively monitoring system performance and promptly resolving detected anomalies.