Senior Staff Support Engineer

• Aug 2023 - Present

Staff Support Engineer

• Jun 2022 - Aug 2023

Senior Technical Support Engineer

• Nov 2019 - Jun 2022

Blogger

• Jan 2017 - Present

L4 Technical Support

• May 2019 - Nov 2019

Senior Technical Support Engineer

• Dec 2017 - May 2019

Cloud Solution Engineer

• Aug 2017 - Dec 2017

Rubrik provides the industry’s first Converged Data Management platform with the Rubrik r300 Series Hybrid Cloud Appliance, fusing enterprise-class data management with web-scale IT. Organizations use Rubrik to deliver live data access to recover from failures and accelerate application development.

ENGINEER.II.CUSTOMER SUPPORT.CUSTOMER ADVOCACY

• Dec 2016 - Aug 2017

Resolve issues of customer involving the Cisco UCS-B and UCS-C series Data Center Servers in addition to related Fabric Interconnects, SAN, Fiber Channel over Ethernet, MDS, and other 3rd party related networking gear and hardware. Act as a single point of contact for high impact issue resolution through escalation and management across multiple divisions of Cisco and 3rd Parties. Work on complex solutions to triage root cause, solve issues, or collaborate with other Customer Service Engineers to resolution. Maintain high customer satisfaction while delivering quality support. Interface and collaborate with ,end-users, and internal engineering departments to drive resolution for technical issues. Troubleshooting/Triage of Data Center Solutions including VMware, vSphere, VCenter, Cisco UCS Servers. Show less

Technical Support Engineer

• Dec 2013 - Nov 2016

Accountable for ESXi host build, firmware update, configuration, VUM patching including configuration and management of Virtual Networks. Experience on products VSAN and SRM Accountable for physical server build using ILO, virtual server build, configuring and patching using windows WSUS. Administering, installing, managing, troubleshooting virtual environment issues related to ESXi, and vCenter. Installing, Configuring & maintaining of windows Server 2000, 2003, 2008 & 2012. Handling issues related to disk space & System Performance. Deploying & configuring VM’s from templates and WDS, creating new VM’s, cloning, creating templates, deploying VM’s from OVF template, exporting VM’s as OVF files & decommissioning VM’s. Administering of Blade Servers through Onboard administrator. Helping customers in Install ,Configuration and Management. Accountable for the resolution for Storage related issues(Configuration of LUNs and deal with SCSI,iSCSI and Fiber Channels) Working with different Storage and Networking Vendors to work with the Physical Storage devices as well as Switches. Configuring FCOE with ESX1. Re-configuration of SSO and Update manager. Currently working on ESXi and also worked on ESX 4.0 & 4.1. Accountable for priority 1(Sev 1 cases), and work with the engineering team if there is any escalation on Product. Creating and reviewing of SOP’s for various tasks and updating SOP’s to reflect changes Performing a V2V conversion using standalone converter and from VMware vSphere. Regular follow ups with customer , and deal with escalated cases. Reviewing performance charts and work with System operations team , co-ordinate with them and help to resolve customers issue on priority. Responsible for preparing RCA document for Severity 1 & Severity 2 calls. Show less

Technical Support Engineer

• Nov 2011 - Nov 2013

• Perform standard repeatable, reliable processes to monitor the alerts generated from the client environment. • Escalation process management, handling and resolving. • Managing the Priority queues contemplating the required changes on the incidents where multi-level intervention is required. • Knowledge of 3 different teams process: Service Request Office, Provisioning and Accounts teams • Single Point Of Contact for 2 teams: Service Request Office and Accounts teams • Communicating and coordinating actively with clients, Vendors, Applications and Internal team on all the major reported issues Internal knowledge database update: • Collection and sharing of the knowledge • Notification of the process to be updated to whole teams across the globe. • Transfer and make available all documents using shared folders and files (Word and Excel) • Communication between team members and Process owners for coordination of the new process to be applied • Regular process improvement suggestions provided Show less