Apr 2026 – Present · 0 mo

Jun 2022 – Apr 2026 · 3 yrs 10 mos

• Provide world class technical support to Red Hat enterprise customers
• Work with Red Hat enterprise customers across the globe on 24x7 basis that requires one to work in different shifts periodically
• Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
• Exceed customer expectations by providing outstanding customer service
• Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
• Collaborate on customer cases with the intention of mentoring and coaching team members as well as exceeding customer expectations.
• Contribute to the global Red Hat knowledge management system while working on customer issues
• Contribute to the global initiatives within the organization that helps us drive the better customer experience.
• Accomplishments:
• 1. Award : Red Hat Chairman 2024
• 2. Award as "Inspirational Leadership" for leadership skills in CY25 Q2

Sep 2020 – Jun 2022 · 1 yr 9 mos

• " As a Senior Technical Support Engineer, my roles include leading the Anaconda and shells domains technically. I am working more aligned with the deep troubleshooting part."
• Accomplishments and Responsibilities
• 1. Award : Red Hat - Dogfood Contest RHEL 9: Secured 2nd Rank in the whole GSS for Red Hat Enterprise Linux 9 Dog-fooding Contest involving finding the bugs and testing the internal version of Red Hat Enterprise Linux 9 before Beta release.
• 2. Awarded as "Red Hat Enterprise Linux Champion" in 2021
• 3. Continuing being an important and critical resource in Anaconda & Shells Domain from APAC region.
• 4. Involving clients and other Vendors in a common platform in case of critical problems.
• 5. Leading the domain technically for actions.
• 6. Responsible for demonstration and implementation of the new technological features in RHEL Anaconda. (e.g convert2rhel, leapp, UEFI boot)
• 7. Training the new hires and mentoring them to be familiar with the domain.
• 8. Mentoring them for creating and publishing the Knowledge base solutions.
• 9. Involving with Engineering team through Bugzilla to get fixes/patches.
• 10. Assisting Red Hat Hiring and Recruitment team by conducting Face to Face or Virtual Technical Interviews.

Dec 2018 – Sep 2020 · 1 yr 9 mos

• "Working as a Technical Support Engineer in Anaconda and Shells team. The major roles are applied in cantboot, SELinux, yum, rpm, binaries and libraries corruption, bootloaders, REAR recovery."
• Accomplishments and Responsibilities
• 1. Awarded as "Rockstar of the Red Hat Quarter" for outstanding performance in 2020
• 2. Awarded as "Customer Champion"' for most customer appreciations in 2020
• 3. Awarded as "Rockstar of the Red Hat Quarter' for outstanding performance in 2019
• 4. Award : Red Hat - Dogfood Contest RHEL 8: Secured 10th Rank in the whole GSS for Red Hat Enterprise Linux 8 Dog-fooding Contest involving finding the bugs and testing the internal version of Red Hat Enterprise Linux 8 before Beta release.
• 5. Trained new members on Existing Technologies
• 6. Collaboration with the Engineering, Product Management and Support Management team.
• 7. Provide backup as a critical resource.
• 8. Help Management team for hiring process and technical interviews.

Dec 2017 – Dec 2018 · 1 yr

• " As an Associate Technical Support Engineer, the goals were to provide technical support to customers by taking incoming calls and responding to web-based inquiries, perform diagnostics as well as troubleshoot and develop solutions for customer issues, exceed customer expectations by providing outstanding customer service, develop relationships with in-house engineers and developers to guide creative solutions and improve customer satisfaction and contribute to the global Red Hat knowledge management system. "
• Accomplishments and Responsibilities
• 1. Mentoring the Intern Candidates.
• 2. Received Awards from Various People within Organization.
• 3. Resolved multiple customer problems and filed number of bugs in Red Hat Enterprise Linux
• 4. Published Knowledge Base Solutions with Troubleshooting techniques and customer problems.

Jul 2017 – Dec 2017 · 5 mos

• " As a Trainee Associate Technical Support Engineer, the primary job responsibilities were to gather information for each bug and provide analysis to fully understand the issue, propose and discuss fixes or workarounds and provide advice to educate customers, collaborate with engineering, product management, and support management teams to prioritize customer requests and incorporate the findings to Red Hat's knowledge base. "
• Accomplishments and Responsibilities
• 1. Published few of Knowledge Base Solutions with Troubleshooting techniques and customer problems.
• 2. Successfully completed the in-house training provided by Red Hat Experts and got qualified to get on role position within the organization.