Azat User
@azatuser
Technical Support Engineer specializing in OpenStack cloud infrastructure, incident investigation, and monitoring.
ZimbabweWhat I'm looking for
I’m a Technical Support Engineer with 5+ years of experience specializing in cloud infrastructure (OpenStack), incident investigation, and system monitoring. I provide L2/L3 support for production environments with a strong focus on maintaining SLA compliance, including 99.8% SLA compliance for high-priority incidents.
I automate diagnostics and monitoring workflows using Bash scripting to streamline alerts and speed up issue resolution, reducing routine manual tasks by 25%. I investigate complex platform issues with Linux and root-cause analysis, resolving 40+ infrastructure anomalies monthly, and I support reliability through CI/CD-driven infrastructure cleanup and diagnostics workflows.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
3HCloud
Nov 2024 - Present (1 year 9 months)
Provided L2 support for production OpenStack cloud infrastructure and hardware nodes, maintaining 99.8% SLA compliance for high-priority incidents. Developed and optimized custom Bash scripts for automated quota resets and alert diagnostics, reducing routine manual tasks for the L2 team by 25%.
Technical Support Engineer
NDA
Jan 2023 - Nov 2024 (1 year 10 months)
Resolved complex technical inquiries and platform requests from institutional brokers via Jira Service Desk, achieving an average 95%+ CSAT score. Conducted peer reviews of support tickets and documented internal workflows, creating 30+ troubleshooting guides in Confluence to streamline issue resolution and onboarding.
Technical Support Specialist
ProCloud
Jul 2022 - Jan 2023 (6 months)
Provided L2 support for enterprise OpenStack-based environments, managing allocations for 100+ virtual environments/projects. Configured network connectivity, administered resource quotas, and executed automated VM provisioning workflows while improving average ticket resolution speed by 20% through deeper Linux/OpenStack diagnostics.
Technical Support Specialist
Insales Rus
Feb 2020 - Jun 2022 (2 years 4 months)
Resolved 2,000+ deep technical platform bugs and system errors for high-volume e-commerce clients while consistently meeting strict SLA targets. Investigated platform errors using Postman API calls and database queries, and supported network tasks including configuring and deploying 150+ SSL certificates and DNS zone records.
Education
Degrees, certifications, and relevant coursework
Moscow Aviation Institute
Specialist degree (Engineer), Special organisational technical systems
2014 - 2019
Specialist degree (Engineer) in Special organisational technical systems in the Aerospace faculty at Moscow Aviation Institute from 2014 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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