6.6 years of experience working as a skill based engineer in NAS (Isilon Storage Systems) and APEX Cloud Platform Engineer. A result oriented professional with expertise in Networking, SMB, NFS protocols and Performance issues. Leading a technical team of 8 with exceeding key performance indicators. Seeking a position that allows me to enhance my technical skills towards the growth of the company and the best of Customer Experience.
Elastic Cloud Storage Systems - Rack and Capacity expansions
Leadership skills, Team work
Organizations and Communication skills
Work History
Senior Engineer - APEX Cloud Platform Engineer , 06/2021 to 04/2022 Dell EMC – City, STATE,
Supporting APEX customers integrated with Powerscale and Powerstore.
First point of contact in APJ for Powerscale related issues.
Expertise in handling Performance, Capacity, SMB, Network related issues integrated with Powerscale.
Knowledge transfer within the team coming in with different knowledge background.
Collaboration with Engineering team on every day basis in resolving new issues we encounter with the product and shadowing our daily troubleshooting steps. Explaining common issues we encounter everyday and on how we troubleshoot to resolve the issue.
Assisting the customers in configuring the product according to their requirement in collaboration with the engineering team.
Reproducing the scenario in our lab to understand better and present the same across the engineering team.
Technical Support Engineer II - Powerscale , 05/2018 to 06/2021 DELL EMC – City, STATE,
Centralized Technical Expert for SMB Protocol, Networking and Performance Issues while providing technical assistance for a broad spectrum of skills relating to Isilon OneFS OS.
Working with Politically Escalated Clients, Business critical customers in resolving Data Unavailability situations through agile approach regaining customer access to data ensuring business continuity.
Knowledge transfer to L1 and L2 Support Engineers and assistance with Complex Customer Escalations globally.
Diagnose issues from logs, Packet Captures via Wireshark and Tshark, Data Performance analysis via shell-scripting, Work closely with engineering team, reporting and assisting on bug fixes causing production impact.
Prioritized TSE for Sev1, impacting customer business environment, impeccable ability to handle Hot customers.
Develop and deliver Knowledge base articles and training materials based on identified issues with solutions benefitting the team in providing agile resolutions to the Customers. Currently published 6 articles on the Dell Support site.
Troubleshooting and assisting on Isilon and Elastic Cloud Storage Integration.
Reproduce customer issues in a controlled lab environment to aid in finding quicker resolution
Leading a team of 8 engineers responsible for CSAT scores, Backlogs and overall Key Performance indicators. Led a mentorship program to rapidly develop skills of new hire and global team mates.
Managing editor leading a team of 3, in charge of publishing monthly newsletter which showcases new product features and exhibiting inhouse talent.
Technical Support Engineer I - Powerscale, 08/2015 to 04/2018 DELL EMC – City, STATE,
Technical support and knowledge to resolve customer issues accurately and efficiently across different spectrums of Isilon such as File Systems, Administration, Upgrades.
Working with Field engineers remotely during on-site troubleshooting.
Cluster networking, setting up DNS records and Isilon SmartConnect configurations, Microsoft Active Directory Management.
Started to work on Performance cases and try to identify the reason behind Performance on a Live Cluster/ Production environment and resolving them on a timely manner restoring vital Performance of the cluster.
Received multiple appreciation emails from Customers like Walt Disney, Bank of America and more, Account’s team and also the Upper Management for exceeding customer expectations consistently by providing superior service and support.
Education
Master of Technology : Software Engineering , Expected in BITS Pilani - , GPA:
CGPA- 6.10/10
Bachelor of Computer Application: , Expected in PESIT - Bangalore, GPA:
GPA: 3.74/4
Accomplishments
Bronze Award: Customer Satisfaction champion with all-time count of 56 surveys with 99% CSAT value during quarter 1 2017.
Mentorship Award for Q1 and 2 in 2017.
Excellent Team Player with great attitude for quarter 2, 2019.
In-house Newsletter Editor Q2 2020 for passion and dedication towards creating an innovative work culture making the team unique.
All Rounder Award for Q4 2020
Certifications
Information and Storage Management Version 2.0 (EMCISA)
Specialist - Platform Engineering, Isilon Version 3.0
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