Suroor Fathima Ali
I.North Carolina Central University Aug 2015 – Dec 2016
MS in M.I.S GPA 4.0/4.0
II.Visvesvaraya Technological University May 2007-Jun 2011
Bachelor of Engineering, Computer Science GPA 3.5
Technical support Engineer 2 June 2017 – Current
Serve as an SME (Subject Matter Expert) and responds to escalations where first-line product support has failed to isolate or fix problems in malfunctioning Ontap software and storage controllers.
Excellent knowledge of UNIX/Linux System Administration, TCP/IP and Networking, Storage Administration, SAN connectivity methodologies for storage systems.
Have in depth understanding of the following protocols and applications:
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- SAN connectivity methodologies for storage systems
- NetApp Storage System operating systems such as Data ONTAP or E-Series Operating System (EOS)
Mentor and coach level 1 engineers by training, creating knowledge base documents and swarming with cross functional teams in providing assistance to different software verticals.
Knowledge on utilizing sophisticated software development methodologies in
- Troubleshooting block storage access protocols (FC, iSCSI)
- Troubleshooting file-based access protocols (NFS/CIFS)
- Server / storage hardware troubleshooting to research and resolve issues in a timely manner and follow-up directly with customers on recommendations and action plans.
In depth understanding of packet trace analysis using wireshark and other tools across different layers of network. With the help of packet traces analyze TCP/IP, IPv4/IPv6 and subnetting, SMB protocol, negotiate protocol related issues and provide timely resolution to customer issues.
Lead and independently create lab environments to replicate customer issues without supervision and collaborate with multiple vendors to troubleshoot Ontap issues and derive an action plan and provide resolution in a timely manner.
Know the usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.) to collaborate with other Technical Support Engineers in order to expedite and perform needed technical support to customers.
Provide technical assistance to customers focused on diagnosing, troubleshooting, repairing and debugging NetApp Data Ontap software and controllers.
Collaborate with Cisco Systems to troubleshoot issues related to switches and ports by swarming with other teams internally.
Collaborate with RedHat to work on issues related to NFS protocol of the storage controller and its Unix/Linux clients.
Oversees first line of support cases and provides training and assistance in helping them learn the technical terms and procedures to resolve issues.
Presents and discusses significant findings and risk mitigation plans to customer/users, field engineers, technicians and product support personnel and software engineering team.
Reports design, reliability and software problems or bugs to design engineering/software engineering and take part in customer installation of the Ontap software and training.
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
II.ACADEMIC COMMUNITY SERVICE PROGRAM, NCCU, Durham
Data Analyst Sep 2016 – Dec -2016
Building a Database using SQL and PHP to help the Community Service Program track the employee’s extra activities outside the university.
Building PHP forms so employees can enter data regarding the participation and update, delete and modify it as per their convenience and need so everything is stored in one place.
Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality for 5 counties in Durham.
Interpret data, analyse results using statistical techniques and provide ongoing reports.
Acquire data from primary or secondary data sources and maintain databases/data systems.
Identify, analyse, and interpret trends or patterns in complex data sets.
Filter and “clean” data, review reports, and performance indicators to locate and document the quantitative and qualitative outcomes.
Work closely with management to prioritize business and information needs.
Locate and define new process improvement opportunities and built new reports and change database accordingly.
III.ACCENTURE SERVICES PVT. LTD, Bangalore, India
Transaction Processing HR Associate May 2013 – Aug 2014
Delivering end to end reports to our clients/stakeholders on a daily basis.
Provide regular and ad hoc business analysis and reporting to help the management across the globe to understand HC and Attrition Rates. Also create and maintain business reporting modules.
Create separate reports which involves sensitive data of Accenture leads and managers.
Building skills in reporting by showing continuous focus on process improvement to ensure efficiency, accuracy and compliance with controls.
Responsible for preparation of overall Accenture India HC reports & recruitment reports, provide presentations with details of intercompany surveys for annual forecast and handling top management sensitive data using Microsoft excel.
Responsible for preparation of management reports & presentations on projects executed to top management for India consulting team.
Poses confident knowledge on MS excel and working around with its formulas and lookups.
Develop and execute HR reporting strategy for the India Geo Report Production.
As part of reporting team, care should be taken to manage/maintain/create SOP’s (Standard Operations Procedure), report service inventory, standards guide, and distribution lists for HR-related reporting and review for opportunities to consolidate or retire reports.
Identify and manage impact of system/tool changes on existing reports.
Triage and prioritize requests for enhancements and new reports into appropriate releases.
Manage changes and improvements to distribution lists and distribution vehicles and reporting archival approach.
Identify reporting priorities, as needed, if there are capacity constraints and communicate weekly/monthly report schedule and dependencies.
Work with customer to identify requirements.
Design changes for complex reporting initiatives and build prototypes / templates.
Review new /updated report to check for data accuracy & fulfilment of requirements.
Manage transition of new reports, including review of process documentation.
Communicate and manage reporting releases.
Triage Biz inquiry request for standard and ad hoc reporting, reporting analytics.
Manage transition of new reports, transitioning reports to other colleagues, including review of process documentation and communicate and manage reporting releases.
IV.CISCO Systems, Bangalore, India
IT Analyst Dec 2011 - Sep 2012
Accessing routers, switches to check for client ports whether they are active and patching them accordingly
Resetting and configuring the routers and the IP Phones, troubleshooting networking issues
Looking into network issues related to internal hardwired LAN and wireless networks and resolving them.
Remote Assistance to Desktop and Laptop issues and other system hardware issues using Cisco WebEx tool to the users across the globe
Working on applications like Microsoft Outlook for email issues, connected data protector for backup issues and Cisco VPN
Installation, configuration and troubleshooting of applications Cisco VPN client, AnyConnect VPN client, Connected Data Protector, Office 2007 & 2010 suite, BitLocker & Credant encryption software, Altiris & Symantec management Agent, MS System Centre Configuration Manager (SCCM) Adobe applications etc.
Active Directory administration, create & modify server/workstation Accounts, generic and security groups. Troubleshooting Account Lockout issues.
Access and use to all tools available for the Cisco internal accounts like backup accounts, softoken, VPN accounts, Email servers and troubleshoot issues, handling Transfer/migration user accounts.
Creation of problem management and Incident Management tickets through BMC Remedy ticketing system and escalating the issues to the correct team with appropriate priority.
Configure, provision & troubleshoot various account connection & QoS issues with CVO (cisco virtual office) Routers (871, 881, 891 etc.).
IE & Firefox troubleshooting for Oracle, Java, JVM, & JInitiator, Add-in issues
Diversified communication skills and languages, collaboration and easy integration in an international environment
Excellent skills in planning and improving work tasks and customer services and ability to establish & administrate work team
Ability to work with Microsoft Word, Excel, Power Point
Excellent ability to learn & work with any PC application in a fast & efficient way
Windows 95 / 98 / NT / 2000/2003/XP, LINUX (Ubuntu 9.0, 11)
C++, JAVA, J2EE, .NET, DATA STRUCTURES, OOPS, Web Programming, UNIX, SQL, HTML, XML, SAS.
Web Designing Tool
RAD tool, XAMP, Apache 2
Oracle 10g/9i/8i, SQL Server, MS-Access
Wireshark packet traces, NetApp Auto supports
MS-Excel (VLookup, HLookup, Pivot table, Basic Macros, Other Formulae), MS-Word, MS-PowerPoint
Remedy Software, Software Testing Tools
A mini project on MULTIPLE MIRROR REFLECTIONS using C#
Tracking of vehicles in metros using SENSOR NETWORKS using .NET
A DBMS project to design and implement a database by creating ERD using MS ACCESS.
Designing a WEB PAGE and a MOBILE APP for a real E-business need. (Information Systems)
Web design project creating a web site, using Apache 2 server to understand how networked computers operate as a client – server relationship, using XAMP, HTML/CSS (DBMS).
CCNA- Cisco Certified Network Associate.
Sun Certified Java Programmer (SCJP)
Introduction T0 RDBMS Using MySQL.
IBM Certified Advanced Application Developer - Rational Application Developer for WebSphere Software V6.0
MS OFFICE 2000
GSA Executive board senate.
Volunteer for the HI Career Fair 2015 hosted by NCCU.
Participated in RAD- Rapid Application Developer for web sphere software V6.O certified by IBM.
1st place in paper presentation on Bluetooth Technology in ‘TANTRAGNANA-2007’ conference.
2nd place in paper presentation on Image Processing in ‘CSISA-2008’.
Best Academic Performer 2011 batch Computer Science & Engineering.
Participated in college and school level debate and essay competition and received applauds.
State level athletics champion.
Event organizer in all school and college annual day functions and other technical events.