Technical Support Engineer

Key Skills

Profile Summary

Server Administration

Datacenter Management

Issue Management

Process Enhancement

Escalation Management

SLA Adherence

Client Relationship Management

Coordination and Liaison

Team Management / Training & Development

Goal-oriented professional with rich experience of nearly 12 years in helping business operations to keep systems running at high availability encompassing Technical & Product Application Support & Datacenter Administration as well as developing innovative solutions.

Comprehensive knowledge on Virtualization Technology, Microsoft Windows OS / Server, Mac OS X, Understanding of Networking, Active Directory, Storage, MSSQL Express, Linux

Experience in monitoring, managing, implementation & maintenance of Technical & Product Applications for large enterprise customers, installation, migration and maintenance of Datacenter Operations.

Ensured a high-quality customer experience,, customer handling skils elevated customer satisfaction while adhering to the SLAs and work processes; merit of achieving 100% SLA for team with nil escalation from client as well as achieving awards and recognition of rendering excellent services.

Played a key role in beta testing of VMware EUC products, test for regression issues and identifying bugs & reporting to development team to ensure timely fixing of the same

Skills in planning and coordinating post implementation and maintenance support to the technical Support team and Client.

Capability to manage the systems operations while ensuring delivery of projects within time.

Soft Skills

Education

Pre-Degree from Sree Narayana College, Kollam Kerala

Xth from Infant Jesus Anglo Indian Boys High school (affliated to ICSE board)

Certifications

VMware Certified Professional 7 - Desktop and Mobility (VCP7-DTM)

VMware Certified Professional 6 – Data Center Virtualization Exam

ITIL® Foundation Certificate in IT Service Management

Career Timeline

Work Experience

VMware Software, Bangalore Since Dec’12

Technical Support Engineer – Level 2

Key Result Areas:

Providing high-end technical support for VMware Clients, managing incidents and ensuring high end-user satisfaction levels through solution of their problems

Experience in Analysing Information system needs, evaluating end-user requirements, Provide atacenter solutions

Offering technical support to resolve issues with End-User Computing Products such as VMware Horizon Infrastructure, and intergrated solutions like User Environment Manager, App volumes, VMware Esxi, VMware Workstation, VMware Fusion .

Skills in Planning and Co-ordinating post implementation Support to the Techincal team and Client

Coordinating with various teams like Engineering, Sales, Marketing, Operations & Administrations and third party

vendors if required to solve a production down situation.

Assist customers with the issues on deploying Virtual desktop infrastructure and troubleshooting VDI pools

Troubelshoot various real time technical issues over the telephone, email or WebEx session

Managing and Upgrading virtual environment and installing patches

Deploying & configuring VM’s from templates, Hosting and troubleshooting Horizon View Desktop pools

Recommending best practices for virtualization related issues

Creating new virtual machines, cloning, creating templates, deploying VM's from OVF template, exporting VM’s as OVF files & decommissioning VM’s

Installing and configuring VMware Esxi 5.5, 6.0 and 6.5 environments and Virtual Center Management

Isolate problems pertaining to performance tuning, network administration, application conflicts and system bugs & meeting deadlines and TAT without compromising quality norms and adhering to SLA

Engage in log review and filing Bugs as required and follow up with Clients

Engage in Handling Escalation for business critical cases in a timely manner according to Standard Operating Procedures

Other responsiblities

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.

Highlights:

Acknowledged as the Knowledge Champion - KX Hero Award

Received the vSatisfy Award and vChampion 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 1000 (number) users, multi site clusters in a 24-hour production environment while maintaining 85% uptime of network resources

Ramped up incident Service Level Agreement (SLA) adherence from 80% to 85% through daily reviews; improved recovery times for complex incidents resolved same day .

Good exposure working with VMware Customers across NASA, EMEA and Middle East regions

Previous Experience

Dell International Services Ltd., Bangalore Mar’10 –Sep’12

Subject Matter Expert

Growth Path:

Mar’10-Aug’11 Client Technical Support Expert

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 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

Aegis AOL, Bangalore Jul’07-Mar’10

Senior Technical Support Executive for Lenovo USA

(Worked for Lenovo Technical Support for Lenovo’s ThinkPad’s, Idea Pads and Desktops)

Trans Works Information Pvt. Ltd. (An Aditya Birla firm presently known as Minacs), Bangalore Jan’06-Apr’07

Technical Support Representative

(Client: Monster.com-USA campaign as Subject Matter Expert)

Technical Skills

VMware Professional

MS Office 365, Hands on experience in SQL

Mac OS X 10.10, 10.11,10.12,10.13.10.14

Microsoft Windows OS XP, Windows 7,8,10. 2008, 2012 R2,2016

NAS, SAN, vSphere, Horizon VDI

Networking LAN /WAN

Active Directiory

Personal Details

Date of Birth: 18th January 1981

Languages Known: Engish, Hindi & Malaylam

Location: Bangalore, India.

Anoop Mohammed Bashir

Senior Professional

Versatile, high energy technocrat targeting assignments in Technical & Product Application / DataCenter Support with an organization of repute

************@*****.*** +91-994*******

Team Player

Communicator

Innovator

Thinker

Collaborative

Since Dec’12

Mar’10 –Sep’12

Jul’07-Mar’10

Jan’06-Apr’07

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