May 2021 – Aug 2024 · 3 yrs 3 mos · Pune, Maharashtra, India

May 2014 – May 2021 · 7 yrs · Pune Area, India

• Responsibilities:
• Leading a team of technicians based in Pune.
• Handling various escalations / critical customer issues.
• Help customers to deploy SUREedge in their network and help them to protect various clients for Remote And cloud Backups.
• Helping sales team to demonstrate and walk over the product for various prospects and new customers.
• Working with Development team and QA team to initiate any patches and resolve bugs wherever required.
• Developing a Knowledge base for Sureline Team.
• Working as a interface between management and team.
• Training Internal team on SUREedge and training various partners and customers.
• Building and maintaining high team morale.
• US Visit at Sureline systems :
• B1,B2 VISA holder for USA. Valid till year 2024.
• Trained Sales team for product and its featues. Interacted various US customers and has been part of various demos for new prospects.
• Performed live deployments for Sureline's Backup Appliance at customer premises and maintained history of backups for various customers servers.
• Interacted with product planning team for upcoming features and given Demos to various customers personally and via various Webinars.

Feb 2011 – Apr 2014 · 3 yrs 2 mos · Pune

• Responsibilities:
• The main role involves to process escalated cases to ADV team.
• To manage various issues with Backup Exec Appliance.
• Processing various logs collected by level 1 engineer [Frontline Engineers].
• Collecting new debug outputs to various logging tools provided by Backup Exec and managing Windows event logs in order to resolve the issue in timely manner.
• Managing and resolving various technical cases raised by Symantec Customers through various communications options like phone, Web, Email, remote support tool [WebEx].
• Installation, configuration for Backup Exec in Windows Server physical and Virtual environments.
• Configuration of storage devices such as disk based storage, Standalone tape drives, and robotic libraries.
• Troubleshooting Backup/ Restore issues for Active directory, SharePoint, SQL, VMware ESX / vSphere clients, Microsoft Hyper Machines.
• Extensive troubleshooting in VMWARE environment, Data stores, snapshot backups, GRT backups for guest machines.
• Intelligent Disaster Recovery.
• Configuring different policies, adding server roles in order to make it work with Backup Exec.
• Designing and implementing different backup strategies for customers.
• Troubleshooting permissions issues on SQL Server Management Studio.
• Troubleshooting permissions issues in SharePoint environment and VMWARE vSphere Client.
• Maintaining SLAs for the cases providing high end and customized solutions in order to achieve various goals.
• Handling major issues like disaster recovery, Domain controller recovery.
• Document resolution information in the form of Knowledge base articles.
• Networking issues like connectivity, firewall, and anti-virus issues.
• Configuring host files and managing various ports being used by various processes.
• Communication with Backline Engineers for known defects and applying orphan patches or hotfixes wherever applicable.

Sep 2010 – Feb 2011 · 5 mos · Pune Area, India

• Task / Issues Handling in Maersk GSC:
• AD Related Tasks:
• User Creation, deletion, unlocking, Resource / object movement from one OU to another OU, OU creation.
• Local Exchange mailbox, creation/deletion/movement from one storage group to another storage group.
• Maintaining Roaming profiles of users and there Home drives on the server.
• Creation of Distribution and Security groups.
• Adding / removing a user in a distribution group.
• Adding / removing the printers.
• Maintaining day to day support functionalities like Software installation, troubleshooting, mass software deployment and silent installation via scripts.
• Maintaining SLA status for each business within A.P. Moller group.
• Providing high end and customised solutions to the end customers.
• Local assistance & support to the team members for the applications troubleshooting and the other Maersk’s customized applications & Systems involved.
• Handling major issues and the escalated issues by Stake Holders and end users.
• Organize and participate in training and awareness events.

Aug 2008 – Sep 2010 · 2 yrs 1 mo · Pune Area, India

• Responsibilities:
• The end clients included doctors and eye practices.
• Provide end to end resolution to an issue.
• Achieving the SLAs and reaching the client expectations.
• Handled a team of technicians for EZ Frame.
• Internal training to new hires on various modules of EZ Frame and preparing technicians to go live.
• Handling Database issues with SQL 2005 server express edition.
• Documenting and handling Escalations while working with Development team.
• Reviewing escalations and encouraging enhancements to development team depending upon the level of contract of the customer.
• Documenting change request by the client and getting it implemented after working with EZ Frame development team.
• Maintaining SLAs for the cases raised by customers providing high end and customized solutions to the end customers.
• Integrating scanners, Web Cameras.
• Firewall configurations, managing exceptions, host file configurations.
• Handling critical situations like disaster recovery, rebuild of MaximEyes Server.

Sep 2006 – Aug 2008 · 1 yr 11 mos · Pune Area, India

• Responsibilities:-
• 24*7 Voice based support.
• Provide timely resolution for technical support issues via telephone, chat support assisting customers with their support needs.
• Troubleshooting and setting up Linksys networking devices for US North American customers.
• Supporting SOHO products.
• Linksys devices such as Hubs, Switches, Modem, Wired and Wireless Routers & Gateways.
• Wireless Access Points & Range Extender, Print Servers.
• Manage system processes and services as per guidelines given by client.