Technical Support Engineer

NAME AND CONTACT INFO

Brijesh Nagaraj

# ***, *** ****, *** *****, Srinivasanagar, Banashankari 1st Stage, Bangalore - 560050, India Phone Number: +91-984******* Email: *********@*******.***

EXPERIENCE SUMMARY Around 11 years of IT experience

Around eleven years of experience in IT industry with roles ranging from Database Administrator, Unix / Solaris Administrator to Technical Support / Technical Services Centre Engineer. Major part (8 years) of the experience involves providing Technical Support on Sun's E-Commerce suite (iPlanet Market Maker, iPlanet BuyerXpert) and more recently (from past 6 years) on Sun Java System Communications suite and Desktop Virtualization (VDI & Secure Global Desktop Server).

TECHNICAL COMPETENCE In Information Systems and Enterprise Technology

Desktop Virtualization : Sun / Oracle VDI and Secure Global Desktop Enterprise Server Softwares : SJS Communications Suite ( SJS Messaging Server, SJS Communications Express, Sun Convergence & Sun Secure Global Desktop Server ) Operating Systems : Solaris, Windows 2000/NT OO Languages : Java, C, C++ J2EE Technology : EJB, Servlets, JSP, JDBC, XML Web Technologies : Java Script, HTML Database RDBMS : Oracle – SQL and PL/SQL LDAP Server : Sun Java System Directory Server Core analysis tools : DBX.

TRAININGS

Trained on Sun E-Commerce Suite and SJS Communications Suite

WORK EXPERIENCE

December 2004 to Till Date – Sun Microsystems India Pvt. Ltd.

Software Technical Services Centre (TSC) Engineer Working as Software TSC engineer, providing support for Sun's World wide customers (in collaborator role) on SJS Communication suite (Messaging / Calendar / UWC / Convergence) and Desktop Virtualization (SGD & VDI) products.

Responsibilities:

Provide both facilitator and collaborator level technical support to Sun customers on the SJS Communications Suite and Desktop Virtualization for SMI customers.

Assist in ensuring Sun Services meets their Customer Satisfaction goals.

Act as a technical resource to any support personnel.

Provide problem isolation and resolution, using diagnostics tools.

Working on documentation issues by providing necessary document and/or filing documentation bugs as well as provide recommendations to customers and account team.

Act as an interface with Support, Sales and Professional Services organizations to ensure proper support delivery is available for customer needs.

Review and act upon daily reports of open service Tasks for Sun Java System .

Develop and provide training as needed on new or existing supported products and responsible for technical readiness.

Assist in technical escalation management.

Act as a liaison for higher levels of technical support.

Provide support for the field management team.

Participate in new products technical support and delivery reviews.

Provide advance knowledge in SJS products.

Provide complex system support involving SJS products

Communicate with Sun ONE CPRE Engineers and Product Development Engineers.

Ensure proper implementation of corporate programs and processes.

Provide management and leadership skills to ensure customer satisfaction in a volatile customer situation.

Provide technical support on a Worldwide level for the SJS products.

Assist in development and delivery TSE training and assessments.

Mentoring of intermediate level Tech Support Engineers.

Playing a strategic role in improving customer satisfaction for Sun Services.

Create and maintain lab environments required for replicating, debugging customer’s production issues.

Participate in Beta programmes of new releases.

Work closely with all levels of customer and external engineers and management on complex problems.

Developed test cases to reproduce customer’s problem and provide a workaround.

November 2000 to November 2004 – SlashSupport India Pvt. Ltd. (Vendor / Consultant for Sun Microsystems, Inc.)

Senior Application Consultant Working as Technical Support Engineer, supporting World Wide Customers in troubleshooting on their production environments. Responsible for resolving performance / functionality issues occurring with B2B E-commerce products running on iPlanet / SunONE Application Server both on Solaris / Windows Platform.

Responsibilities: Provide technical support to Sun customers on the Web based commercial applications for SMI customers (known as Sun One).

Assist in ensuring Sun Services meets their Customer Satisfaction goals.

Act as a technical resource to any support personnel.

Provide problem isolation and resolution, using diagnostics tools.

Working on documentation issues by providing necessary document and/or filing documentation bugs as well as provide recommendations to customers and account team.

Act as an interface with Support, Sales and Professional Services organizations to ensure proper support delivery is available for customer needs.

Review and act upon daily reports of open service Tasks for Sun ONE / JAVA.

Develop and provide training as needed on new or existing supported products and responsible for technical readiness.

Assist in technical escalation management.

Act as a liaison for higher levels of technical support.

Provide support for the field management team.

Participate in new products technical support and delivery reviews.

Provide advance knowledge in Sun ONE products.

Provide complex system support involving Sun ONE products

Communicate with Sun ONE CPRE Engineers and Product Development Engineers.

Ensure proper implementation of corporate programs and processes.

Provide management and leadership skills to ensure customer satisfaction in a volatile customer situation.

Provide technical support on a Worldwide level for the Sun ONE products.

Assist in development and delivery TSE training and assessments.

Mentoring of intermediate level Tech Support Engineers.

Playing a strategic role in improving customer satisfaction for Sun Services.

Create and maintain databases required for replicating, debugging customer’s production issues.

Recommend database-tuning techniques for improving performance on customer’s production environment.

Install SunONE E-Commerce products that access different versions of the Oracle database

Migrating of database from customer’s environment to test environment.

Perform debugging on Application code while troubleshooting application-to-database connectivity issues.

Evaluate Sun products with various releases of Oracle server, and third party products to ensure that the product compatibility is met.

Provide technical support on E-Commerce products using Oracle Databases.

Provide recommendation with impact analysis of any changes made to the database objects.

Troubleshoot with problems regarding the application – to – database activities.

Work closely with all levels of customer and external engineers and management on complex problems.

Developed test cases to reproduce customer’s problem and provide a workaround.

Provided Technical Support for iPlanet Application Server and Java

Experienced in installing, configuring, deploying, and administering application server.

September 1997 to October 2000 – MRL Infotech

Oracle DBA

Worked as Oracle Database Administrator for various projects involving complete Design, Installation, Maintenance and troubleshooting of real-time production servers.

Responsibilities: Create and maintain all databases required for development, testing, and production usage.

Perform the capacity planning required to create and maintain the databases.

Perform ongoing tuning of the database instances.

Install new versions of the Oracle servers

Plan and implement backup and recovery of the Oracle Database.

Control database changes and reference data changes.

Perform database re-organisations to assist performance and ensure maximum uptime of the database.

Enforce and maintain database constraints to ensure integrity of the database.

Administer all database objects, including tables, clusters, indexes, views, sequences, packages and procedures.

Troubleshoot with problems regarding the databases, applications and development tools. Create new database users as required.

Manage sharing of resources amongst applications.

PROFESSIONAL CERTIFICATION

Bachelor of Science in Electronics

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