• Work with Architects on any design flaws and support them for any technical support.
• Collaborate across teams with experts in different domains such as NSX to get advice and apply wherever required.
• Responsible for managing the remediation process and technical resources by collaborating and coordinating with internal teams.
• Single point of contact for customer during critical situations and escalations and to directly work with the technical specialists to manage the escalation and resolution of problems & incidents.
• Follow SLA matrix and give utmost importance for P1 incidents and provide updates to leadership and stakeholders every 15 minutes on such issues.
• Provide timely report of the escalations to the customers and internal leaderships and the steps taken to mitigate the risks.
• Talk to customer and stakeholders on a regular basis to understand the customer satisfaction and proactively check on any upcoming issues.
• Oversee top tier customer critical account technical support situations to insure all elements of clinical support are progressing to issue resolution.
• Work with multiple vendors to get their support for issues which our internal team is unable to fix in the Infrastructure.
• Monitor and evaluate Support Engineer and Senior Support Engineer’s monthly performance.
• Meet monthly key support performance goals for customer satisfaction;
• Report, analyse and resolve system, customer and operational issues that impact service quality.
• Leading a windows upgrade project of 8000 servers across Accenture

Roles:

• Acting as liaison between the customer & various support functions within NetApp to add value and facilitate better customer experience
• Pro-Active approach to customers with Technical Expertise to provide them quicker solutions.
• Notify customer of new product features and fixes field/product alert analysis and recommendations
• Manage special projects as assigned by management to meet customer and cross-functional team needs.
• Conducting regular operational service reviews and provide customer-tailored best practice recommendations.
• Understands the customers' environment and apply NetApp knowledge to improve the overall support experience.
• As needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations.
• Influence customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations.

Roles:

• Acting as liaison between the customer & various support functions within NetApp to add value and facilitate better customer experience
• Pro-Active approach to customers with Technical Expertise to provide them quicker solutions.
• Notify customer of new product features and fixes field/product alert analysis and recommendations
• Manage special projects as assigned by management to meet customer and cross-functional team needs.
• Conducting regular operational service reviews and provide customer-tailored best practice recommendations.
• Understands the customers' environment and apply NetApp knowledge to improve the overall support experience.
• As needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations.
• Influence customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations.

From November 2014 to June 2016 with VMware Software INC as Premier Services Engineer

Roles:

• Provide Technical Solutions to Mission Critical and Business Critical Customers
• Pro-Active approach to customers with Technical Expertise to provide them quicker solutions.
• Escalation point of contact for level 1 & level 2 resources.
• Responsible for planning, deployment and configuration for customer’s environment partnering PSO and develop a design guide.
• Handle escalations from Production Support customers and Partner support.
• Escalate and triage bug fixes impacting customer with CPD and Engineering
• Author Knowledge Base Articles for quicker resolution of known issues.
• Visit customers and their datacentres and provide any best practices after reviewing the design and implementation.

As a Premier Services Engineer:

Proactive Account Management

• Establish long-term relationships within assigned accounts while developing an understanding of their business goals
• Leverage internal technical expertise including peers, mentors, knowledge base, community forums to provide effective solutions
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Write knowledge base articles for reuse throughout our customer and base and the technical support organization

Customer Management

• Communicate effectively and at all times keep customers informed about their open issues
• Understand the customer’s high-level business challenges while functioning as an advisory resource for “Best Practices” and driving adoption of VMware solutions within your accounts
• Demonstrate ability to present and influence credibly, effectively at all levels of the organization Implementation of Storage vmotion and DRS, HA along with Best Practices.

• Subject Matter expert for SRM (site recovery Manager) which includes Storage, vCloud and vRealize Automation.
• Expertise on all vSphere versions starting from 3.x to 6.x and its products.
• Performing Root Cause Analysis for critical production down situations.
• Reporting bugs and working with engineering and development teams towards resolution.
• Re-producing customer’s issues on Lab Servers for find out the root cause or to provide resolution.
• Experience on building Virtual Infrastructure from Scratch for Lab Environment.
• Training New-hires on Virtualization concepts.
• Onsite visits for customer awareness
• Experience in working with vCloud Automation Center also called vRealize

• Work with PSO to develop a design guide for customer and help in configuring the virtual infrastructure as per the requirement.

• Installation and configuration of virtual machines for RBC using VMware tool

Using vSphere server

• Resolve customer technical issues through diligent research, production, and

Troubleshooting.

• Tracking and following up on the Problem ID generated in the production

Environment to come up with a permanent fix for the problem

• Co-coordinating between the different vendors and the internal development

Team for root cause analysis of the problems

• Performance tuning of O/S, Network interfaces and hardware.