Principal Technical Support Engineer

Girish Agarwal

Principal Technical Support Engineer (Netbackup Support)

LinkedIn Profile:https://in.linkedin.com/pub/girish-agarwal/4/1a1/741

Contact: +1-647-***-****

E-Mail: **************@*****.***

PROFESSIONAL SUMMARY

A competent professional with nearly 13 years of experience in:

Technical Support Backup/Recovery Product Development Projects

New Feature Testing Tracking defects Escalation Management

Engineering Collaborations People management System Administration

Knowledgeable technical support engineer experienced with NetBackup and Netbackup Appliances encompassing SAN architecture on all industry standard operating systems, including Windows, UNIX and Linux. Adept at installation, configuration, upgrading, patching, migration, system monitoring, reporting, testing, DR, performance tuning and troubleshooting on Master, Media, client and Opscenter servers.

CORE COMPETENCIES

Netbackup Core and Options : Catalog,IRM,SLP,DR,NBCC,NBAC,KMS, Vault, BMR,AIR, Storage Servers

Storage : Media Manager ( Robots, Tape libraries,VTL),Adv Disk, OST (EMC Datadomain, HP Store Once, etc.),

NDMP (NetApp, EMC Celerra, Hitachi HNAS, etc.)

Virtualization: VMware and Hyper-V

Dedupe: MSDP

NetbackupAppliances:5220, 5230, 5330

Databases:Basics on Exchange and Oracle

Reporting: Opscenter/Opscenter Analytics, NOM, Netbackup as Self Service

oProficient working on Windows, UNIX and Linux Netbackup Environment.

oInstalling & upgrading Netbackup software & NBU Appliances for 6.x/7.x master/media server and client.

oConfiguring devices, storage servers, diskpools and storage units

oCreating policies and initiating backups and restores

oRecovering the master server in case of DR from recent catalog backup.

oVerifying the EMM database, dropping the EMM database and recovering from the recent catalog backup.

oAnalysing nbdb unload for catalog inconsistency

oChecking for device configuration issues on master/media server.

oMonitoring the status of backups/devices/services.

oChanging the properties of the master/media server and client.

oTroubleshooting Master/Media server and Client for 24*7 operations.

oAdministering information system needs, evaluating end-user requirements, custom designing solutions & troubleshooting for complex information systems management.

TECHNICAL SKILLS

Operating Systems – Worked on the below OS

Microsoft®: Server- Windows 2012, 2008, 2003, Desktop -Windows 8, 7, XP

Red Hat Enterprise Linux 5,6

SuSe Linux

Solaris 9, 10

Virtualization – Worked on

VMware Virtual Center, ESX Server and VMware Workstation

Hyper-V Server

Virtual Box

Networking – LAN, WAN, DNS, DHCP, TCP/ IP, LDAP, NAS, SAN, SCSI, NFS, Firewall, Routers, Switches, Hubs, etc.

Storage: Knowledge on Netbackup Appliances, NetApp Array, etc.

ORGANISATIONAL EXPERIENCE

Symantec Software Pvt. Ltd as Principal Technical Support Engineer –Netbackup Support

Growth Path:

Principal Technical Support Engineer – 15th Nov’13 – 31st Aug’15

Senior Technical Support Engineer - 12th Oct’10 – 14th Nov’13

Technical Support Engineer – 18th Feb’08 – 11th Oct’10

Job Highlights -

oWork on Netbackup support escalations cases and actively work with frontline engineers and customers on Call, WebEx and Email to resolve their issues.

oRaise Etracks and work with the engineering team to resolve critical escalations and defects.

oActively involved in projects related to new feature testing for releases, documentation updates, and designing support standard procedures for peers.

oWorked with engineering team on Beta versions before GA releases to customers.

oFeature Champion for FIDs

oCreate Granite labs to reproduce the customer’s issue for in-house testing.

oDelivered quick and effective technical solution for the Netbackup BCS customer.

oKept the stakeholders updated on the case progress – Internal as well as external (Sales, BCAM, DM, Partners, etc.)

oTrain new members of Support team in NBU

oConduct biweekly TechPoints to deliver small brown bag sessions on NBU topics and case discussions.

oActively engaged in creating knowledge management articles for documentation of resolutions, best practices, processes and policies.

oMaintained good Productivity and CSAT level.

oProvided walk-in floor support to the other Netbackup support engineers on their critical cases.

SonicWALL(Acquisition by DELL) as Technical Support Engineer (Team Lead Role) –Email Security Support

Tenure - 10 months; 26th Mar’07 to 31stJan’08.

Job Highlights -

oAssisting corporate customers for SonicWALL Email Security products on Windows based Servers and Linux Appliances.

oHandling the team, scheduling, interviewing candidates and conducting trainings for new hires.

Netpulse Communications (Subsidiary of Pathway Communications Inc., Canada) as Product Leader for Hosted Exchange Server Management and Front-end Network Support Assistant

Tenure - 33 months; 5th Aug'04 to 19thMar’07.

Job Highlights -

oAssisting corporate clients with their network infrastructure, VPNs, web-hosting, internet connection issues with in-house ISP support for Dial-up, ADSL, SDSL, Broadband Connectivity, co-location server management and Datacenter management.

oChecking Mail logs and making changes in the Zone file for domains on the live server.

oPro-actively involved in network downtime alarm management and Spam last lookup using Netpulse network monitoring system and Netpulse Truemail device respectively.

oPromoted as Product leader for the Hosted Exchange Server Management.

oMaintaining the Reports for Abandoned Calls, Voicemails, Call-back, Outages, etc.

IVY Comptech Pvt. Ltd as Gaming Support Associate

Tenure - 8 months; 18thAug’03 to 7th Apr’04.

Job Highlights –

oProvide voice, chat and email based support to customers around the world for playing Poker online.

oAssist to connect to Live Games and Tournaments. Monitor hand histories and providing the resolution.

oAchieved excellent ratings for performance and maintained output level of 300% per month.

Le – Vision Telecom as Junior Sales Executive

Tenure - 11 months; 1st September’02 to 14th August’03.

Job Highlights –

oMarketing the telephone line connections for the residential and commercial purpose for housing colonies.

oInstallation of new lines and deal with the problems related to telephone line and its equipment.

oManaging and maintaining the EPABX system.

oGenerate, distribute and collect monthly bills for the telephone connections.

EDUCATION

Bachelor of Chemical Engineering (B.E. Chem.) from University Of Pune – AISSMS COE Pune in 2002

CERTIFICATIONS

MCSE - Microsoft Certified System Engineer

RHCE - RedHat Certified Engineer

VCP – VMware Certified Professional on vSphere 5

STS/SCS – Symantec Netbackup 6.0, 6.5,7.0,7.5,7.6.1

ADDITIONAL ACTIVITIES

Completed E-learning’s and attended trainings for NBU, NBU Appliances and Opscenter for 6.x, 7.x versions.

Participated in GTE program right from Interviewing, Candidate Selection, Training and assisting them on their cases.

Volunteered the new case management tool Salesforce program to present DEMO, Follow up trainings, WAR room during go-live and later assist with Salesforce queries on the floor.

Helped on Symantec forums and Salesforce chatter to help customers and peers having difficulty to address issues on Netbackup.

Being a part of SymIncredibles I was involved in planning, organizing, monthly celebrations and conducting events for the team.

Interviewing Internal and External candidates applying for Netbackup Support team.

Completed the LED and webinar trainings (Crucial Conversation, Coaching Conversation, Mindset, etc.)

“The Career Circuit: Achieve Results with True North”

REFERENCE: To be furnished upon request

Contact this candidate