Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sonia Rai

Milton

Summary

ITIL V3 Foundation Certified Release & Deployment Specialist with 9+ years of experience in IT Service Management, Release Engineering, and Technical Support. Skilled in CI/CD pipelines, deployment automation, error troubleshooting, and ITIL-based processes. Strong expertise in release governance, vendor coordination, and multi-platform application support.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Release & Deployment Specialist

Solifi
01.2016 - Current
  • Build, package, and maintain software releases using TeamCity CI/CD pipelines, ensuring code integrity and deployment readiness.
  • Deploy applications across lower environments for QA and integration testing, collaborating with development and QA teams.
  • Package and prepare builds for production deployments, creating release notes, change forms, and rollback plans in compliance with ITIL change management.
  • Troubleshoot deployment issues by analyzing logs, identifying root causes, and resolving errors to minimize downtime.
  • Manage deployments on JBoss application servers and IIS web servers, configuring environments and validating successful rollouts.
  • Partner with cross-functional teams to ensure release governance, version control, and production stability.

Technical Solutions Rep III / Subject Matter Expert

Hewlett Packard Global Soft Pvt. Ltd.
11.2010 - 07.2015
  • Led and mentored a team of 10–12 analysts in L1/L2 technical support.
  • Managed Major Incident & Escalation processes for Severity 1 & 2 issues.
  • Supported end users with Windows, Mac OS, Office, VPN, Active Directory, Exchange.
  • Coordinated with vendors to resolve incidents and ensure SLA compliance.
  • Authored KB articles, performed audits, and conducted root cause analysis for continual improvement.

Process Associate

Aditya Birla Minacs
08.2009 - 08.2010
  • Delivered first-level technical support for Apple products (Mac OS, iPhone, iPod).
  • Logged and escalated incidents, consistently achieving high CSAT scores.

Education

Bachelor of Computer Applications -

North Bengal University
India

Skills

  • Release & Deployment: TeamCity CI/CD, JBoss, IIS, Change Management
  • ITSM Tools: BMC Remedy, HP Service Manager, ServiceNow
  • Technical Support: Windows, MacOS, Microsoft Office, Active Directory, VPN, VDI
  • Collaboration: Vendor Management, SLA Compliance, Incident/Problem Management

Certification

  • ITIL V3 Foundation
  • Microsoft Specialist: Windows 7, Enterprise Desktop Support Technician

Timeline

Release & Deployment Specialist

Solifi
01.2016 - Current

Technical Solutions Rep III / Subject Matter Expert

Hewlett Packard Global Soft Pvt. Ltd.
11.2010 - 07.2015

Process Associate

Aditya Birla Minacs
08.2009 - 08.2010

Bachelor of Computer Applications -

North Bengal University

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Sonia Rai