Rutvik Patel

Junior DevOps Engineer with hands-on experience building and automating cloud infrastructure using AWS, Terraform, Kubernetes, and Docker. Practiced in CI/CD pipeline development with GitHub Actions, infrastructure-as-code workflows, and scripting in Python and Bash. Experienced in supporting technical users through documentation, SOPs, and direct troubleshooting — eager to develop and maintain DevOps tooling that helps customers deploy and operate their own environments successfully.

Technical Support II at CONCENTRIX (2024-06 – Present)

• Resolved 40+ complex hardware, software, and network connectivity tickets weekly, maintaining a 95% CSAT score in a high-volume production environment.
• Reduced ticket escalation rates by 30% by accurately diagnosing Tier 1/Tier 2 LAN/WAN issues, including DNS resolution, DHCP, TCP/IP, and VPN access failures.
• Maintained 96% adherence to SLAs while monitoring system alerts, triaging incidents, and escalating critical issues to Tier 3 engineering teams across the distributed North American infrastructure.
• Created and maintained customer-facing technical documentation, SOPs, automation playbooks, and troubleshooting guides directly supporting end-user success and reducing repeat escalations.

Junior System and Cloud Admin (Remote) at SMART TECHNOLOGY (2024-11 – 2025-11)

concurrent with Concentrix

• Provisioned and managed 20+ Linux and Windows servers on AWS using Terraform, reducing manual infrastructure deployment time by approximately 50% through repeatable IaC workflows.
• Maintained 10+ containerized applications on Kubernetes, performing rolling deployments, pod health monitoring, and namespace management — improving deployment consistency and reducing environment drift across dev and staging clusters.
• Supported Active Directory administration, including user provisioning, group policy management (GPO), DNS, DHCP, and access control configuration across the environment.
• Wrote Python and Bash scripts to automate server provisioning checks, log rotation, and system health monitoring across 20+ Linux servers, reducing routine manual tasks by approximately 4 hours per week.
• Deployed and maintained virtual machines using VMware vSphere/vCenter and Hyper-V; assisted with disaster recovery, backup validation, and infrastructure maintenance.

PG - Applied Network Infrastructure and System Administration in Applied Network Infrastructure and System Administration – Ontario College Certification (2023-01 – 2024-04)

Bachelor of Engineering in Computer Engineering – Gujarat Technological University (2018-07 – 2022-06)