About
Highly accomplished Senior Technical Support Engineer with over 8 years of expertise in troubleshooting complex Windows and Linux environments, including web technologies, systems administration, and multi-node systems. Proven leader in optimizing IT infrastructure operations and enhancing client satisfaction, consistently delivering exceptional customer experiences. Adept at reducing defects and streamlining processes in high-pressure environments, driving significant improvements in system reliability and service delivery.
Work
Bengaluru, KA, India
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Summary
Led advanced technical support for premium and signature clients, specializing in complex kernel debugging and performance analysis to optimize system reliability and client satisfaction.
Highlights
Optimized client satisfaction by 30% through expert kernel debugging and performance analysis of containerized systems across distributed, multi-node, and public cloud environments.
Reduced server launch defects by 15% by spearheading comprehensive documentation, rigorous testing, and timely deployment strategies.
Streamlined complex technical issue resolution by applying programming language expertise and system design principles, effectively advocating for customer needs.
Bengaluru, KA, India
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Summary
Provided senior-level technical support, enhancing system reliability and customer satisfaction by resolving complex issues and optimizing server provisioning within VMware environments.
Highlights
Enhanced system reliability by 20% by developing and implementing BASH scripts to resolve technically complex issues within VMware environments.
Increased customer satisfaction by 25% through effective management of escalation calls and delivery of timely solutions.
Decreased workflow server count by 30% and eliminated security vulnerabilities by streamlining server/VM provisioning, installation, and deployment processes.
Chennai, TN, India
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Summary
Delivered global ITES support for enterprise clients, focusing on data and network security, configuration management, and web services troubleshooting.
Highlights
Reduced configuration errors by 18% and improved client/server communication by expertly installing and configuring Encryption Management Server with LDAP and Active Directory.
Ensured robust data and network security for enterprise clients by providing global ITES support for Symantec encryption products.
Streamlined security workflows and ensured seamless single-sign-on access by troubleshooting and optimizing IIS web services.
Chennai, TN, India
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Summary
Provided comprehensive customer support for PCs, peripherals, networking, and software, earning recognition for exceptional performance and improving service delivery.
Highlights
Awarded the Galaxy Award for best performance in 2013 for delivering exceptional customer support across PCs, peripherals, networking, and software.
Enhanced service delivery by 15% through specialized expertise in resolving wired and wireless connectivity issues for smart automated homes.
Provided critical IT infrastructure support, including networking, Active Directory, LDAP, database fundamentals, and backup/storage, ensuring system stability.
Awards
5-Star Award Recipient
Awarded By
Salesforce
Recognized for delivering a high number of 5-star CSAT ratings.
CSAT Champion Award
Awarded By
VMware
Awarded for exceptional contributions to customer satisfaction.
Best Performer Award
Awarded By
CSS Corp
Recognized as a top performer for outstanding contributions.
Galaxy Award
Awarded By
CSS Corp
Awarded for best performance in customer support.
Skills
Technical Support & Troubleshooting
Kernel Debugging, Performance Analysis, Containerized Systems, Distributed Environments, Multi-node Environments, Public Cloud Services, IT Infrastructure Support, Server/VM Provisioning, System Reliability, Security Vulnerabilities, Client/Server Communication, Wired and Wireless Connectivity.
Operating Systems & Virtualization
Windows, Linux, VMware, Virtualization.
Networking & Protocols
Networking Protocols, DNS, DHCP, TCP/IP, HTTP, Routing, Load Balancing, IIS Web Services.
Directory Services & Identity Management
Active Directory, LDAP, SSO, SAML.
Programming & Scripting
General-Purpose Programming Languages, BASH Scripts, API, SQL (Basics).
Cloud & Monitoring
Cloud Monitoring.
Problem Solving & Escalation
Escalation Management, Problem-Solving, Technical Troubleshooting, Complex Technical Issues, Critical Thinking.
Client & Team Management
Global Client-Facing, Customer Needs Advocacy, Cross-team Collaboration, Mentorship, Customer Service, Client Satisfaction.
Process Improvement & Deployment
Documentation, Rigorous Testing, Timely Deployments, Service Delivery Optimization.