Technical Support Engineer
VMware Software
Total years of experience :18 years, 1 Months
Key Result Areas:
•Providing high-end technical support on systems, managing incidents and ensuring high end-user satisfaction levels through solution of their problems
•Offering technical support to resolve issues with End-User Computing Products such as VMware Esxi, Horizon View, User Environment Manager, App volumes, VMware Workstation, VMware Fusion and various real time technical issues over the telephone, email or WebEx session
•Managing design & implementation of problems and conflicts
•Conducting process training, process knowledge tests & training to bridge the process gaps, identifying the learning gaps of associates and planning training to address the same
•Coordinating with various teams like Quality Assurance, Engineering, Sales, Marketing, Operations & Administrations to address their problems
•Assisting customers with the issues on deploying Virtual desktop infrastructure and troubleshooting VDI pools
•Engaged in:
•Managing and Upgrading virtual environment and installing of patches
•Recommending best practices for virtualization related issues
•Converting physical machine to virtual machine (P2V and V2V )
•Logging support cases and case activities in sales force
•Installing and configuring VMware Esxi 5.5, 6.0 and 6.5 environments and Virtual Center Management
•Administration & support of VMware HA & DRS and vMotion
•Snapshot consolidation of virtual machines, Cloning and so on
•Handling Escalation issues in a timely manner according to Standard Operating Procedures
•Assigning the Customer Support request (SRs & email threads) to the team members
•Troubleshooting problems pertaining to performance tuning, network administration, application conflicts and system bugs & meeting deadlines and TAT without compromising quality norms and adhering to SLA
•Deploying & configuring VM’s from templates and, creating new virtual machines, cloning, creating templates, deploying VM's from OVF template, exporting VM’s as OVF files & decommissioning VM’s
Highlights:
•Acknowledged thrice as the Knowledge Champion - KX Hero Award
•Received the vSatisfy Award for maximum surveys and customer satisfaction
•Mentored a team of 7 Support Specialists / Technical Support Engineers for routine maintenance
•Led IT Management and Systems Administration for the corporate network of 500 (number) users and clusters or servers in a 24-hour production environment while maintaining 85% uptime of network resources
•Supervised asset management to provide high availability with low inventory holdings; facilitated IT Asset standardization for bulk purchase benefit and lower cost of ownership resulting in cost savings
•Ramped up incident Service Level Agreement (SLA) adherence from 80% to 85% through daily reviews; improved recovery times for complex incidents resolved same day
Highligts:
•Rendered technical support for Dell Laptops, Servers, Printers Peripheral Devices & so on
•Install, configure laptops, desktops and printers
•Troubleshooting on windows Operating systems.
•Also provided limited support to multiple third-party application like MS Office, MacAfee and adobe installations and basic troubleshooting for factory installed software’s and conferencing with vendors if necessary.
•Remove virus / malware using third party software tools.
•Configure email clients like Outlook express, Configure wireless router or access point, printers, and peripheral devices in a network for small business.
•Troubleshoot for wireless connectivity issue.
•Managing users, roles and objects via Active directory.
•Ensure smooth operations of both hardware and software that runs on the system environment with minimal down time
•Maintains a regular preventive maintenance check and scheduling as required.
•Perform all system back-ups as per schedule.
•Updating Helpdesk log for problems and repairs, ensuring action is taken as per SLA ensuring Customer Satisfaction
•Active SPOC to identify top call drivers, update work around for model specific issues and research fix as per the Dell Support Resolution Specialist Panel
•Recognzied with several awards for customer satisfaction and contributions towards the business operations
(Worked for Lenovo Technical Support for Lenovo’s ThinkPad’s, Idea Pads and Desktops)
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from
courses: VMware Certified Professional 6, 5 & 5.5 – Data Cen ter Virtualization •ITIL® Foundation Certificate in IT Service Management •MCSA