Japan Patel

Phone:437-268-0305

Email:japanpatel0305@gmail.com

Summary

A dedicated IT Support Professional with a five-year track record of providing comprehensive technical support and systems administration, currently transitioning into a Cloud Engineer/DevOps role. I excel at diagnosing and resolving complex issues in Windows environments and across the Microsoft 365 environment, including Exchange Online, Entra ID, Intune and on-prem Active Directory. My expertise extends to scripting with PowerShell, Python, and Bash to automate routine tasks and solve problems at scale. With a solid foundation and experience in Docker and Git, and have hands-on project experience with AWS services.

Technical Skills

Cloud Platforms: AWS (S3, Lambda, API Gateway, CloudFront, DynamoDB, IAM)
DevOps & CI/CD Tools: Docker (Windows & Linux containers), Git, GitHub, GitOps, Terraform, CI/CD pipeline concepts
Microsoft 365 & Endpoint Management: Exchange Online, Entra ID (Azure AD), Microsoft Intune, Autopilot
Scripting & Automation: Python, Bash, PowerShell
Operating Systems: Windows Server, Windows 10/11, Linux (Ubuntu, CentOS)
Tools & Collaboration: ServiceNow, Jira, Notion, ClickUp

Projects

Containerize Dev environment (Entertainment Partners)

Containerized IIS-based microservices and SQL Server database using Docker Windows Containers, enabling developers to work locally and offline while supporting multiple versions of microservices and databases simultaneously.
Developed reusable container images for future microservice releases and automated environment setup with Python and PowerShell scripts, allowing developers to deploy complete environments with a single command.
Improved developer productivity and onboarding efficiency by reducing setup time from hours/days to minutes and eliminating IIS limitations of running only one version of an app.
Tools: Docker, SQL server, Windows Containers, Python, Powershell, Windows IIS, .NET 8.0

Cloud Resume Challenge (AWS)

Deployed personal resume website on AWS S3 with CloudFront CDN for high availability and low-latency global access.
Built serverless backend using AWS Lambda integrated with API Gateway to handle API requests.
Implemented visitor counter feature with DynamoDB to persist visitor data and return updated counts via API.
Gained hands-on experience with cloud-native development, serverless architecture, and APIdriven design.
Tools:AWS S3, CloudFront, API Gateway, Lambda, DynamoDB, IAM

Experience

Technical Support Engineer II

Entertainment Partners, Toronto, ON | 2023 – Present

Automated endpoint provisioning using Intune Autopilot and PowerShell, reducing onboarding time by 40% and ensuring compliance with security policies.
Deployed and managed applications via Microsoft Intune, leveraging scripting to enforce policies and eliminate manual configuration errors.
Administered Active Directory and Entra ID, automating identity lifecycle tasks and improving security posture.
Monitored cloud-hosted payroll systems using Grafana dashboards, proactively responding to alerts such as insufficient AWS instances to maintain service availability.
Partnered with developers to troubleshoot production issues, enabling timely feature releases and improving system reliability.
Authored knowledge base documentation, reducing escalations by 15% and standardizing troubleshooting processes.
Supported patch management, system upgrades, and compliance initiatives, achieving 100% audit readiness.
Automated repetitive tasks with PowerShell, improving operational efficiency and freeing up team resources.
Core Skills:Automation (PowerShell), Endpoint Management (Intune, Autopilot), Identity & Access Management (AD, Entra ID), Cloud Services (M365), Security Compliance, Incident Response, Documentation, Collaboration.

Service Desk Analyst

Global Mentoring Solutions (Sherweb), Toronto, ON | 2022 – 2023

Delivered Tier 1 & 2 support for Windows, macOS, mobile, and cloud platforms via ITSM tools, consistently meeting SLA targets and reducing downtime.
Managed Active Directory, Office 365, and Google Admin accounts, streamlining user lifecycle management and improving security compliance.
Supported VPN connectivity and remote access troubleshooting, ensuring secure productivity for distributed teams.
Provided access support for critical Accounting/CRM/ERP applications, maintaining uninterrupted business operations.
Diagnosed OS, connectivity, and malware issues, improving system performance and security posture.
Documented incidents and solutions in AutoTask, standardizing processes and accelerating future resolutions.
Core Skills:ITSM & Incident Management (AutoTask), Identity & Access Management (Active Directory, Office 365, Google Admin), Cloud Services (Microsoft 365, Google Workspace), Remote Connectivity (VPN), Endpoint Support (Windows, macOS, iOS/Android), Security & Compliance, Documentation & Knowledge Sharing, Customer Service.

Service Desk Analyst

Buchanan Technologies, Charlottetown, PEI | 2021 – 2022

Resolved 50+ daily incidents via phone, email, and chat, achieving 95% first-contact resolution in a high-volume environment.
Administered Active Directory, VPN access, and DUO 2FA, ensuring secure authentication and reducing access-related issues.
Installed, repaired, and troubleshot Office 365 and proprietary enterprise applications, minimizing downtime.
Configured VPN clients and network printers, restoring connectivity and maintaining operational continuity.
Created and managed distribution lists in Office 365 Admin Center, improving internal communication efficiency.
Documented incidents in Remedy, Helix SmartIT, and EasyVista, ensuring consistent service delivery and knowledge sharing.
Administered DUO 2FA authentication portal, assisting users with device migrations and ensuring security compliance.
Documented incidents in ITSM tools (Remedy, Helix SmartIT, EasyVista), ensuring consistent service delivery and knowledge sharing.
Core Skills:Incident Management (Remedy, Helix SmartIT, EasyVista), Identity & Access Management (Active Directory, DUO 2FA), Cloud Services (Office 365), Remote Connectivity (VPN), Application Support (Office 365, Proprietary Apps), Endpoint Support (Windows), Security Compliance, Process Documentation, Collaboration.

Education & Certifications

Certificate in DevOps York University, North York, ON | 2024 – 2025
Certificate in DevOps with Docker University of Helsinki, Finland | 2024