Mar 2022 – May 2023 · 1 yr 2 mos · Bengaluru, Karnataka, India · Remote

Dec 2021 – Feb 2022 · 2 mos · Bengaluru, Karnataka, India · Remote

Jan 2020 – Dec 2021 · 1 yr 11 mos · Bengaluru, Karnataka, India · Remote

• Continuously monitoring the Service Events, engaging cross-functional teams at the right time to ensure the reported incidents are resolved within the agreed SLAs.
• Drive continual improvement for existing service processes and procedures by identifying CLCA opportunities, coaching/training the Frontline on process gaps.
• Interact with Cross-Functional teams like Level 2 Team, Sales, Field Services, Parts Planning, CQM(Quality), and Engineering Team to drive customer issues to a logical closure.
• Engaging other OEM partners like Microsoft VMWare/RHEL etc. as and when needed to bring the customer-reported issues to a satisfactory closure.
• Worked on various projects to improve the Resolution Management
• Engagement Process. (RM-TAM Transformation/RM Engagement Optimization).
• Represented the India Resolution Team in the BGR4 ISO9K External Audits and completed the audits with Zero NC and Zero Observation. Work effectively
• with Field services, parts, and logistics team to successfully deliver customer onsite troubleshooting.
• Worked in successfully delivering RCA for critical issues and have been able to avert multiple WUR (Whole Unit Replacement) demands from customers and work effectively to restore customer confidence in the product and process.

Aug 2014 – Dec 2019 · 5 yrs 4 mos · Bengaluru, Karnataka, India · On-site

• SAN & NAS storage provisioning, LUN masking, Zoning, Storage
• Replication setup, Snapshot & Cloning, LUN Deduplication and Compression, VMware
• Datastore & Vvol integration with Dell EMC Unity storage system.
• Hands-on working experience with Dell EMC Unity, VNX , ENAS storage performance
• assessment and fine tuning.
• Supported storage migration into the next-gen infrastructure, to help deliver a simpler,
• modern and efficient storage, database and server environment.
• CIFS file shares, NFS mounts on production environment.
• LACP & FSN configuration in storage system to achieve high availability.
• SAN & NAS Storage DC / DR test drills.
• Provided technical assistance on Common Antivirus Agent (CAVA) in Dell EMC Unity and VNX storage system.
• Worked closely with product engineering and other teams to ensure any reported issues are addressed and documented for future knowledge and resolution.
• Reproduce issues by re-creating scenarios in a lab environment.
• Provided technical assistance to Dell EMC partner (Wipro Technologies and Tata Elxsi) support engineers.

Apr 2014 – Jul 2014 · 3 mos · Bengaluru, Karnataka, India · On-site

Jan 2014 – Mar 2014 · 2 mos · Bengaluru, Karnataka, India

May 2013 – Nov 2013 · 6 mos · Bengaluru, Karnataka, India · On-site

Feb 2013 – Mar 2013 · 1 mo · Bengaluru, Karnataka, India

Nov 2012 – Jan 2013 · 2 mos · Bengaluru, Karnataka, India