Dilshad Kaur
Bilingual Production Support Engineer @Hcl Group
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WORK HISTORY
Bilingual Production Support Engineer @Hcl Group
Mississauga, ON, CA
Handling Server VM provisioning both Windows and Linux from the azure console as well by running the script from Ansible tower. PROD and Staging deployments from Team city and octopus onto the target VM’s. Monitoring the alerts on splunk dashboard for system resources and following the wiki and KB articles to fix the disk issues or the system resource issues. Monitoring the Lens dashboard and incase of any known issue restarting the PODs or checking with the Devops team for any issue. Managing Active directory for creating new Email DL, Shared Mailbox, Users, Security groups, DNS name, CNAME, Email DL rules, Generic account, Service account Managing the on premise windows and Linux server, installing application and services. Troubleshooting the production issue and settings alerts in splunk alert and push via mail to slack, providing on-call support as per roster during the weekend for the existing live applications. Managing, creating the system resource for the Linux and Windows on premise and Cloud machines using splunk. Handling Incident management, Change management, Problem management and Knowledge management completely based on ITIL panel under tool like Service-Now. Creating new KB articles on service now by working with respective team and updating the existing ones. Working alongside the development team, cloud team, Devops team, network team to solve the issue raised by the client. Working with all the teams during the various planned maintenance. Follow the escalation ladder to open a bridge call to involve respective team depending upon the severity of the issue. Working in an offshore onshore model so doing weekly calls for sync up and also with the client for the ongoing issue or any SLA breach. Preparing and taking handovers to and from offshore team to ensure the health of system is all good and we don’t breach any SLA.
EDUCATION
Alliance française
DELF A2, French language
Delhi University
Master of Arts - MA, English Language and Literature, General
Alliance française
DELF A1, French
Alliance française
DELF B1, French language
Indira Gandhi National Open University
Bachelor's degree, Computer Engineering
Delhi University
Bachelor of Arts - BA, English Language and Literature, General
Alliance française de Toulouse
DELF B2, French Language
ABOUT DILSHAD KAUR
Worked on Azure Cloud Environment on various service Virtual machine, IAM, Log Analytics, Azure AD, Alerts, Application Insights, Monitor, Boot diagnostics. Working on Migration by following ITIL practices from CGI to HCL for the client suncor. Working with various teams like Cloud operations and Network support team for migration of complete Dev, QA environment. Worked on Microsoft azure platform and performing complete setup of creating VM’s from ansible tower to to create both windows and Linux based VM’s. Over 4+ years of experience with Ubuntu 16••••04 and 20.04 and Windows Server 2008-R2/2012-R2/2016/2019 Knowledge of networking concepts (Configuration of networks, router configuration and wireless security, TCP/IP, VIP, VPN, Content Filtering, Load balancing, VLANs, and routing in LAN/WAN,Ethernet Portand wireless networks). Knowledge of TCP/IP, HTTP, FTP, NIS, NIS+, DNS, DHCP, NFS, NAS. DNS, Active Directory and Domain Controller Deployments to Staging and PROD environments from Octopus and Team City. Experience in working with containers in Azure AKS Kubernetes cluster and monitoring through Lens Experience in working with Disaster Recovery and Disaster Contingency Plans. Knowledge with UNIX shell commands, Bash commands, Power shell. Experience on Monitoring tools like Splunk, Grafana, Lens. Experience in ITIL Service Management - Incident Management, Problem Management, Capacity Management and Vendor Management Work in 24X7 environments with on call rotational support. Working with Bilingual clients internal and external to make sure both OLA and SLA not breached. Working on Ticketing Tools like Salesforce, Service now and Jira and following the best practices for ITIL. Experience with creating/updating bilingual documentation/KB article for new/recurring issues and update the existing documentation in case of any modification. Working with various teams and ensure we don’t breach the SLA and also meet the OLA. Working in the offshore onshore model with efficient handover and weekly meetings within the team and with the client.
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