Customer Engineer Success

Jateen Bhatt

Mobile phone: 510-***-**** – also text

Personal email: **********@*****.***

LinkedIn: http://www.linkedin.com/pub/jateen-bhatt/2/460/3a5

Professional Experience

Feb 2024 - Present Aisera AI

Customer Engineer

As a customer engineer at Aisera I work with a fixed set of customers. My primary role is to consult customers on setting up the AI chatbot as well as collecting and acting upon requests matrix.

●Work with RAG/ LLM nodes to better handle end user experience

●Work closely with customers to improve chatbot experience

●Develop and test RAG based flows

●Liason between the customer and Aisera on the technical side

●Work closely with CSM teams to provide value decks and QBR slides

●Demo new features and capabilities in Aisera

Dec 2019 - Jan 2024 Harness.io

Customer Success Engineer

I started working at Harness near the start. The CSE team when I started consisted of 3 other engineers, but due to attrition, that team whittled down to just me. I helped the management team hire additional support engineers, create processes around onboarding as well as trained new hires. In addition, my day to day tasks involved working on tickets from urgent to low priority issues within SLA. Reproducing issues customers were facing. Raise internal tickets and track them while continueuly updating customers. I focused heavily on a high CSAT score. The job also included a lot of training around CI/CD plus all the different modules that Harness Supports.

CSE engineer for the Harness org, supporting hundreds of customers both cloud and on-prem.

●Kubernetes/ Docker containerized technology which is the backbone of Harness.

●Cloud infrastructure AWS, GCP, Azure plus customer on-prem infra

●CI/CD that harness specializes in.

I am certified in CD

●Working closely with customers and walking customers through deployments, installs, working sessions,

●Working closely with sales and account management team on customer facing issues.

●Follow up with engineering teams and provide input on product design, documentation

●Heavy focus on documentation. I created probably several hundred community articles and internal documents

●Maintain CSAT score above 9, I never had an average CSAT below 9 personally.

●Reproduce customer problem statements. That includes maintaining my own test accounts, and quickly trying to reproduce or understand issues customers are facing.

Feb 2016 - Nov 2019 Mark Monitor/ Thomson Reuters

DevOps Engineer

I transitioned to the DevOps team after completing the transition of our product from a datacenter HW environment to an AWS cloud based product. In DevOps I primarily handled all deployments, troubleshoot production/non-production issues regarding systems and networking. Also I ran and operated the Terraform application for deploying and managing cloud EC2 instances (as well as VPCs, SG..etc).

I support multiple products for Mark Monitor, including the brand protection and antifraud.

●AWS to datacenter project

●Terraform automated Infrastructure management

●Application was mesos-marathon based to day to day tasks included updating marathon microservices, troubeshooting via mesos logs and running and checking chronos tasks

●Work with development team on sending logs to Elastic

●RabbitMQ monitoring troubleshooting and optimization

●Cloudera cluster on AWS EC2 instances

●Mesos/Marathon based micro-services environment

●AWS cloud deployment and transitioning from On-Premise datacenter to AWS

●Docker on AWS deployment and team training

●Physical Datacenter Tasks

Day to day operations of Production Datacenter

On-Call Rotationj

Hardware/ OS and application troubleshooting

April 2014 - January 2016 Aspera/IBM., Inc.

Server/Datacenter Security Remediation/ Senior Systems Administrator/ Contractor

I started working at IBM through my own consulting firm that I setup (ScaleCapacity LLC). I work at a start-up that IBM aquired. My primary responsibility is the security remediation of several thousand servers (VMs, Physical and cloud based systems) so as to comply with IBM’s security requirements.

●IBM ITSAS 104 security compliance

●Work with end-users (developers, QA testers, build and release engineers, sales engineers) to get their systems IBM compliant

●Deploy and maintain VMware environment including several dozen vcenter clusters with 100+ ESXi servers

●LDAP and Buid system upgrade and modification

●Software Based Networking using PFsense

I built a pfsense server for IBM as well as migrated from previous build. I also maintain the pfSense firewall including VLANs, DHCP, DNS and ISP routings.

Work with OpenLDAP.. migrate from Fedora 386 LDAP to OpenLDAP and maintain schema’s and users and groups

●Secure and maintain VMware ESXi cluster (consisting of 50+ ESXi) servers/ 5 VMware vSphere clusters.

●Configure and maintain IBM APARs requirements as for Linux Updates and Windows Updates.

●Configure and maintain linux file systems on DAS and NAS/ NFS datastores.

●Test and configure high speed datastore clustering on Ubuntu

●IBM inventory and allocation for servers

●Work in collocation datacenter

Environment:

· Operating Systems: Primarily Linux…Debian, Ubuntu, CentOS, RHEL, VMware VSphere 5.5 - 6.0 (later upgrade and deploy of 6.0)

· Technology: AWS, IBM Security scanning, TCP IP security remidiation and packet tracking, VMware vCenter clusters with over 100 ESXi servers.

· Software: OpenLDAP, SVN, Trac, Code Review,

July 2007 - March 2014 CA Inc., APM Division (Computer Associates), South San Francisco, CA

Senior Systems Administrator/ Configuration Management Team

I currently manage 2 projects. One involving a SaaS deployment of our On-Premise project (I work on the infrastructure/systems development and management site where I work on SI/ORT management, Runbook development and process/procedure management as well as issue reporting and tracking). The other project I work on is related to GA relay process improvements.

●SaaS Infrastructure Lead/ Senior Systems Engineer: Work on Runbook development, ORT planning and Virtualization of product.

●In-house automation using Puppet with Puppet Masters to configure and manage CM systems.

●Maintain Lab and Datacenter network systems including Cisco routers, Dell/HP switches,

●Set-Up VLAN and Routings.

●Run network performance testing QA testing using IXIA load generators

●RTM Management (Release to Manufacturing): Work with QA, PM and Dev teams to provide fast, documented method for software release. Manage software release/ relay process.

●Shared Services Engineer:: Combination of VMware and physical hardware administration for QA/ Dev team.

●Set-Up Customer replication environments including setting up mailservers and checking integrations with APM product line (Exchange, Google Apps)

●Server Platform: VMware ESX (with SAN/NAS backend) and Vsphere/Vcenter management. Experienced in VMware Lab manager as well. Windows Administration. Linux RH/ Several Debian flavors.

●Procurement: Purchase hardware/ software for R&D team. Responsible for CAPEX and budgeting for team.

●R&D Lab with 500 + Physical machines in 2 locations (South San Francisco/ Redwood City), with an additional 400 - 500 virtual machine

●Amazon EC2 cloud remote lab management --- setting up new machines, configuring and building images, managing corporate account

●Maintain physical and virtual image templates using Symantec ghost for physical machines and Virtual Center tools for VMware images

●Maintain and support Build and Release servers as well as provide input for B&R process management

●Support teams: Functional QA, Customer facing QA, Performance QA, Sustaining Engineering, Product Developers, Software Architects and Tools and Automation teams

●Additional role: RTM Manager (Release to Manufacturing) for post product release support and process management

●Additional role: Procurement --- purchasing and managing hardware, software/ licenses through internal corporate SAP system

Environment:

· Operating Systems: Windows Server 2003, Windows Server 2008, RHEL 4, RHEL 5, Suse 8, Suse 9, Debian, AIX 5 (multiple versions), Sun 8/9/10, HPUX (physical RISC hardware), ESX, CentOS based hyervisor (CA custom built HV).

· Technology: VMware Virtual Center/ Vsphere, VMware ESX (3.0, 3.1, 3.2, 4.0), Cisco Swithces, IXIA Load Generators, Symantec Ghost Suite, Dell 2 x server (2850, 2950, r710), Dell 1 x Servers (1850, 1950, r610), Dell r900, HPUX RISC, Puppet + inhouse CM management tool, Cassandra,

· Software: Oracle Database support, IBM WAS 5.x, 6.x and 7.x with portal deployment, BEA/ Oracle WLS deployment support,

· Project Management: Saas Project: Systems and Infrastructure project management. SI (Service Integration) and ORT (Operational Readiness Testing) management as well as Runbook development.

· RTM Manager: Release to Manufacturing Manager. Responsible for product GA relay process working with Site support and Dev/ QA teams to ensure post GA product availablility for Customers.

Education:

· CA Education: Windows Server 2008 Administration, VMWare Virtual Center deployment and administration, Oracle 11 database support, CA Wily Introscope,

· 3rd Party Education: VMWare Lab manager, Symantec Ghost Suite 2.0,

October 2006 – April 2007 Visage Mobile, San Francisco, CA

IT Operations Manager/ QA Systems

●Primarily manage and lead team in implementing and maintaining Mercury Products for QA support as well as ITG support/ consulting.

●Mercury Quality Center: Implement prod/ test/ dev environments. QC being the primary testing tool for QA

●·Provide ITG support through additional resources – Manage and help troubleshoot ITG.

●BAC support and analysis. Provide training for company executive and other leads/ managers on BAC operations and usage.

●Maintain Company Exchange Server: I managed a team that maintained and managed the mail server. Including setting up the Exhange server, managing mailboxes, managing spam lists.

●Reports: Provide reports from QC/Dashboard, ITG and BAC for executive, financial reports ( ie.. time related costs).

Environment:

· Operating Systems: Windows 2003 Server, Windows XP, Windows NT

· Servers: Apache, DHCP, RIS ( Remote Installation Service), Active Directory, Microsoft Exchange, Windows Back-Up

· Software: Mercury Quality Center, Mercury ITG ( IT Governance), Mercury BAC ( Bussiness Availability Center),

· Management/ Company role: Provide leadership as well representation for team. Provide additional admin support during emergencies. Provide training and materials for executives and other managers/ leads on Mercury products.

October 2005 – October 2006 Google, Mountain View, CA

Systems/ Network Administrator in QA lab

· Maintain QA lab with 500 + machines

· Provide technical support for testers

· Implement additional machines into QA lab

o Added 200 new machines into lab

o Working on adding additional 80 machines

· Maintain and operate lab DHCP, RIS and Ghost servers

· Implement RIS for lab machines lacking CD-ROM’s

· Responded to and provided support for up to 600 tickets relating to lab systems

· Provided support for non-QA employee’s testing software in QA lab

o UI team, Win Ops,

· Tested and Implemented new hardware and software for lab

o Smart power strips and ACS power control switch

o HP Network switch

o SNMP/WMI network monitoring tools

o New Ghost imaging software

o Altiris Imaging software

· Worked with and provided support for multiple operating systems

o Windows: 95, 98, NT 4, 2000 Pro, 2000 Server, XP Pro, XP Home, Server 2003, Windows Vista

o Mac OS X

o Linux OS’s including Ubuntu, Redhat9, Redhat AS3, Fedora,

· Working on developing program to better manage smart power strips also to integrate SNMP and WMI information into simple/ easy to use web based interface

· Detected and Troubleshoot Lab problems relating to network, power, operating systems, air conditioning.

Environment:

· Operating Systems: Windows 4: 95, 98, NT4, Windows 5: 2000 Pro, 2000 Server, XP Pro and Home, Server 2003, Windows 6: Vista, Ubuntu, Redhat 9, Fedora, Redhat AS3, Mac OSX,

· Servers: Apache, DHCP, RIS ( Remote Installation Service), Active Directory, DNS, Domain Controller, Kickstart, PXE booting,

· Hardware: Generic PC + Servers hardware ( Dell, HP, Rackables), HP Network Switch, Cyclades smart power strip and ACS unit, Comparison tested Raritan power strips, Network Routers and Switches ( 4,6,8 port units), tested Network KVM switches,

· Software: Ghost imaging software, many different browser versions including IE ( 5, 5.5, 6, and 7 beta), Firefox, Mozilla, Opera. VMware virtual machines, SSH, Ethereal,

· Programming: batch file scripting, learning and implementing python in power strip management software, php/ html,

February 2005 – October 2005 On Command Videos, San Jose, CA

Systems/Network Administrator/QA Tester

· Provide Network and Server side support and administration

· QA testing on Developing Prototype streaming server

· Provide IT/ Desktop support for Office of more then 100 employees

· Work with QA department on providing Systems and Network debugging.

· Provide Training and Support for field technicians

· Off-site streaming server maintenance and support

· Managing and Maintenance of Video-Ops Satellite streaming servers.

· Work with other Systems administrators to provide and implement planned upgrade of network and systems technologies.

Environment: Linux RH 2.4, Linux RH 2.6, Windows 2003 Server, Windows 2000 Server, Windows XP Professional, RAID controllers, PC/ Desktop Hardware, Active Directory, NFS server, Kickstart server, Apache Web server, MySQL database, SQL database, Virus Scan software, Exchange Mail server, Cisco 8160 router/ firewall

January 2002 – December 2004 iCoachMath Corporation, Fremont, CA

Systems Administrator/Desktop Support

· Co-location server maintenance and administration

· In Office Desktop Support

· Provide and manage Database and Web back up from India and Georgia

· Work with Developers in India on Implementing changes to and Administration of Web and Database servers

· PC/ Server builds

Environment: Windows Server 2000, Windows Server 2003, Windows XP Professional, Linux Red Hat Linux 2.1 Advanced Server, SonicWall firewall/ routers, Off the Self firewalls/ routers, Virus Scan software

Education

GE courses ( Cert courses), City Collage, San Francisco ( 2000)

Devry Institute ( Cert Courses), Fremont, ( 2003)

Hello Computers ( Cert Courses), Fremont ( 2001)

Side Projects:

Podcast:

In addition to being a father/ family man and tech employee, I also run a small podcast: https://www.youtube.com/@techstories-fp3rb/featured

I discuss Technology trends, different technologies I am working on. As well as the audio reading of my novel. The book is a sci-fi genre story based in the near future. I cover topics like AI, autonomous vehicles, distributed computing, mobile computing and other technologies I think will make a big difference in the next few decades.

Mobile App Development:

Sound Board + Childrens Game app: Soon to be released to Android Market (Mid 2012)

Mobile contact list database management tool: Soon to be released to Android Market ( End 2010)

Development phase for iTunes store (Mid 2013)

Education

I’m also enrolled at UC Berkeley Extensions and currently doing my pre-req requirements for the Data Science program. Planned to finish UCB.E DataScience course by 2019.

Taking night and weekend courses which keeps me very busy. My plan is to do more research in Data Science and Machine Learning Algorithms. I’ve discovered my old love for Math so this field suites me well.

City College of San Francisco AS-T Physics (2016)

City College of San Francisco General Education/ Accounting/ Computer Technology (1999)

144 Dahlia Drive, Alameda, CA 94502

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