Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pooja Bhukya

Sydney,Australia

Summary

Experienced Operations Engineer with 9 years of expertise in configuring CI/CD pipelines and scripting deployment processes. Skilled Technical Support professional known for resolving complex technical issues and providing top-notch customer service. Recognized for promoting team collaboration, adapting to changing requirements, and achieving results. Proficient in troubleshooting, problem-solving, and building positive client relationships for reliable support.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

ServiceNow
09.2023 - Current
  • Has practical knowledge of the ITSM Tool ServiceNow.
  • Provided technical support to all the services like Third party identity providers, Email infrastructure, webservices, Authentication etc to troubleshoot the Issues reported during the integration with ServiceNow.
  • Written Multiple Knowledge Articles/documents and also trained the teammates related to the recurring issues which reduced the TSE reduced the efforts of the TSE's in similar issues by 60%.
  • Help customers with the custom JavaScript code issues and
  • Resolved service user requests within target timeframes.
  • Drive the Customer escalations/P1/P2 issues and resolve the issues with shortest time and received great CSAT's for the Team.
  • Raising Prb's with Dev team and working on the workaround for the customers and also following up with dev team for the quick resolution based on the severity of the issue.

SENIOR CLOUD DEVOPS ENGINEER

Accenture
02.2022 - 08.2022
  • Designing and implementing Azure Solutions across a range of cloud models like SaaS, PaaS, IaaS, and integrated on-premises, on-demand workloads with the Azure public cloud.
  • Extensively worked on Building and Installing servers, creating multiple resources like in Azure through Azure Resource Manager Templates (ARM) or Azure Portal and provisioned them using Terraform templates.
  • Created, updated and maintained dev-ops scripts to manage, distribute and secure company data.
  • Performed advanced engineering in configuration, management and deployment of AWS,Azure and GCP cloud environments.
  • Worked with Version Control, Build & Release Management and Deployments of the Solutions to the DEV, QA & PROD Environments leveraging Azure DevOps/VSTS principles/process (CI/CD) and toolsets of Visual Studio, AKS (Azure Kubernetes Service), Application Insights, Log Analytics.
  • Provisioning multiple servers/instances using infrastructure as code such as Terraform and CloudFormation, which helped in upgrading the infrastructure by 25% to cloud.
  • Developed build and deploy scripts using MAVEN and initiated them using Jenkins to move from one environment to other environments. Used Maven to build java-based web applications and integrated it with Nexus repository.
  • Integrated Ansible with Jenkins to provide automation, continuous integration & Continuous Deployment through Jenkins and wrote Playbooks to automate Ansible servers using YAML scripting.
  • Used Splunk APM for log aggregation and analysis on different application servers.
  • Experience in JIRA for ticketing and as well as defect tracking system and configure various workflows.

DevOps Engineer

Tcs Synergy Park
09.2020 - 02.2022
  • Monitored automated build and continuous software integration process to drive build/release failure resolution.
  • Wrote code and developed tools and integrations to meet cross-platform user needs.
  • Worked with cross-functional design teams to create software solutions that improved overall functionality and performance.
  • Implemented best practices to protect data and assets.
  • Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
  • Supervised software life cycle from preliminary needs analysis to enterprise-wide deployment and support.
  • Documented project design for reference and future use cases.
  • Investigated new and emerging software applications to select and implement administrative information systems.

DevOps Engineer& Operations Team Lead

TCS
03.2019 - 08.2020
  • Problem Management by aligning with Scrum masters & Dev teams. Highlighting the improvements needed from different teams and areas. Handling end to end release activities. (ITT, UAT, PROD, DR) Involved in Automation activities to reduce manual tasks.
  • Performed root cause analysis on Incidents and impact mitigation strategies.
  • Working closely with the development team for new projects by providing NFRs and traveling with them until GO live. providing necessary documentation and knowledge to the Ops team.
  • Created Dashboards in Dynatrace, Kibana which shows E2E operations. Weekly meetings with Domain managers, Sales SPOCs, SLM.
  • Worked on Microservices Architecture, Java, node.js application support.
  • Worked as a operations team lead at onsite and lead a team of 4 members and helped them in training and providing guidance regarding the release activities.

Cloud Support Engineer

Tcs Synergy Park
07.2017 - 03.2019
  • Used metrics to monitor application and infrastructure performance.
  • Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.
  • Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
  • Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
  • Understood client needs and objectives by conducting proactive customer and data analysis.
  • Operational support to few Proximus customers facing applications.
  • issues reported by users, troubleshoot all production issues, follow up the fixes with Squad & Development team and release them to production.
  • Daily server health checks on all linux servers. Implementing Alert, monitoring strategies.
  • Automated, Revamped Daily Morning checks form legacy emails to Web dashboard.
  • Designed and Developed Dashboard for all ordering channels and it helped to understand the hourly, daily, monthly reports. This dashboard played a vital role to improve sales and generate revenue for clients.
  • Scheduled shell scripts for disk space clearance, CPU utilization, alerting mail for stuck and failed orders.

Assistant System Engineer Trainee

Tcs Synergy Park
07.2016 - 06.2017
  • Worked effectively in both independent and team environments to exceed IT goals.
  • Worked with various departments on integrating new processes for software and manual usage.
  • Monitored, tracked and prioritized new work requests at Help Desk within set response times.
  • Maintained computer systems, installed and upgraded new systems.
  • Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
  • Configured, installed and upgraded SQL databases.
  • Created flowcharts, diagrams and other documentation.
  • Verified compliance with applicable performance metrics and compatibility expectations.
  • Conducted end-user reviews for modified and new systems.
  • Analyzed security logs to determine and alleviate network threats.
  • Automated data collection activities to increase productivity.

Education

Bachelor of Technology - COMPUTER SCIENCE AND ENGINEERING

ACHARYA NAGARJUNA UNIVERSITY
05.2016

Skills

  • Cloud Platforms: Azure,Aws,Servicenow
  • Infrastructure Provisioning Tools : Terraform, Azure Resource Manager, Cloud Formation
  • Configuration Management Tools: Ansible
  • CI /CD Tools: Jenkins, Gitlab Pipelines
  • Build Tools :Maven
  • Containerization Tools : Docker
  • Source Code Management :GIT, GitHub, Gitlab, Azure Repos
  • Logging & Monitoring Tools :Splunk, Dynatrace, Grafana
  • Scripting & Programming Languages : Python, PowerShell, Bash/Shell, JavaScript, Perl, C, PHP, Java/ J2EE
  • Application/Web Servers Apache Tomcat, NGINX, IIS, JBoss41, WebSphere
  • Operating Systems : UNIX, Linux, Solaris
  • Bug Tracking Tools : JIRA, HP Quality Center
  • Databases: DB2, MySQL,MongoDB

Certification

Certified System Administrator - CSA

Timeline

Technical Support Engineer

ServiceNow
09.2023 - Current

SENIOR CLOUD DEVOPS ENGINEER

Accenture
02.2022 - 08.2022

DevOps Engineer

Tcs Synergy Park
09.2020 - 02.2022

DevOps Engineer& Operations Team Lead

TCS
03.2019 - 08.2020

Cloud Support Engineer

Tcs Synergy Park
07.2017 - 03.2019

Assistant System Engineer Trainee

Tcs Synergy Park
07.2016 - 06.2017

Bachelor of Technology - COMPUTER SCIENCE AND ENGINEERING

ACHARYA NAGARJUNA UNIVERSITY

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