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Engineer Customer Care

San Jose, CA
November 28, 2020

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Postal Address: * Vista Montana, Apt 5456, San Jose, California, USA - 95134

Phone Number(s): +1-408-***-****



Customer facing engineer with deep technical expertise in Software Defined Networking, Cloud Computing and Linux. Looking for a challenging role in an environment where my problem solving skills with a ‘can do’ attitude, combined with my technical expertise can help the organization achieve its business goals. EDUCATION

MBA – University of Illinois at Urbana-Champaign

MS-Electrical Engineering (Telecom & Networks) National University of Sciences and Technology (NUST), Islamabad, Pakistan.

BSc- Computer Engineering University of Technology (UET), Taxila, Pakistan PROFESSIONAL EXPERIENCE


Sr. Member of Technical Staff - Customer Escalation Feb, 2019 till Present Member of Technical Staff 3 – Customer Escalations Dec 2016 – Jan 2019

Hands on expertise with VMware Network and Security Product NSX-V, NSX-T

Troubleshooting and resolving Escalated customer issues.

Liaising with Account and SA teams to plan out customer upgrades and future expansion roadmaps and aligning the requirements with the PM teams.

Formulating test plans for QE teams to incorporate customer workflows.

TOIs for Field Support and QE teams to adapt to emerging customer trends each quarter.

Documenting troubleshooting guidelines for Support and SA teams.

Reproducing Customer Issues in Labs.

Debugging and Analyzing Customer Issues and Preparing RCA.

Point of Contact Person for Engineering and Customer for resolution of issues.

Working with cross-functional teams to plan and implement Customer deployments based on specific Use-cases.

Writing Knowledge Based Articles for debugging issues. PLUMGRID INC. SANTA CLARA, UNITED STATES.

Customer Solutions Engineer March, 2015 to Dec, 2016 RESPONSIBILITIES & EXPERIENCE

Troubleshoot and solve customer issues. Experience at both onsite and remote engagements

Installation and troubleshooting with OpenStack, and Container Solutions

Customer Use-Case & Test Plan validation in Labs

Hands on experience with Multi-hypervisor solutions: Integration of OpenStack and VMWare ESXi with PLUMgrid SDN solution

Hands on experience with PLUMgrid solutions for OpenStack and Containers (Swarm, Kuryr)

Hands on experience with Hybrid Environments, integrating OpenStack with Kuryr (VMs to Containers).

Hands on experience with various OpenStack Cloud Distributions (Mirantis, Canonical, Rackspace, RDO, RedHat, Ubuntu Trunk ) - Deployment and Operations.

Working with cross-functional teams to plan and implement Customer deployments.

Hands on experience with OpenStack Load balancer as a Service (LBaaS) solution including integration with F5 and HA Proxy

Providing upgrade/migration support for production customers.

Delivering on-site Product trainings to Partners and Customers.

Writing Knowledge Based Articles for debugging Issues related to OpenStack and PLUMgrid. SUI NORTHERN GAS & PIPELINES, ISLAMABAD.

Operations Engineer March, 2012 to January, 2015


Network Configuration – Routers & Switches.

Implementing Access-List for all Mac-binded hosts in Routers, configuring DHCP.

VLANs Configuration & Tagging.

Performing day-to-day configurations / backup of Applications running on Servers.

Working on OTRS (Open Ticket Registration System) for all departments IT / Intranet Complaints, Back-end operations (Stored Procedures) on PostgreSQL using PgAdmin.

Working on Oracle CRM - Customer Care & Billing Application for managing customer database zone & category wise, updating account information and operations.

Deploying Zonal Codes and Billing Parameters on Consumer Categories using stored procedures. TECHLOGIX PAKISTAN (PVT). LTD.

Critical Services Engineer October, 2011 to April, 2012 RESPONSIBILITIES & EXPERIENCE

Providing Runtime Application Support (DB Development)

Verifying, debugging daily transactions, fixing the transactional errors, fixing stored procedures.

Debugging and troubleshooting run time application problems and proposing solutions.

Providing Level-2 Support to the client. Resolving the issues raised by Level-1 Support Team.

Implementation and verification of problem resolutions for DB transactions.

Implementing End of Day activity on daily basis on Oracle FLEXCUBE while monitoring the stages for the activity at TOAD (de facto SQL development tool for Oracle Applications) and troubleshooting the problems encountered during different activity stages.

Finalizing and preparing report for the daily EOD Activity on daily basis. SUI NORTHERN GAS & PIPELINES, DATA CENTER, ISLAMABAD. Quality Assurance Officer – Data Center July, 2010 to October, 2011 RESPONSIBILITIES & EXPERIENCE

Configuration & Maintenance of Cisco Cache Engine at Router Outgoing Network Traffic.

Configuring DHCP, Implementing Access-list for MAC-Binded Hosts, configuring VLANs.

Configuring Active Directory and Managing Users and Groups from Domain Controller.

Configuring & Managing Syslog Server on CentOS for Monitoring Network devices and Servers.

Deploying VMWare ESXi Environments and Managing Windows Server for running Billing Applications on top of that using vCenter / vSphere.

Configuring Tivoli Storage Manager for Scheduled Routine Backups of Different Server Machines on Storage Tapes.


Databases (Oracle, Postgres,

MSSQL, Mysql)

OS (ESXi, Ubuntu, CentOS)


Troubleshooting (Wireshark,

Packet Tracer etc)

Networking (Switching, Routing,

LoadBalancers, Firewall)

VMware vSphere, NSX(V&T)

Containers (Docker, Kubernetes)

Bash Scripting

Hypervisors (ESXi, KVM)

Network Performance Troubleshooting

Third party solutions. (PAN, Trend Micro,



o PLUMgrid Certified OpenStack Networking Novice

o PLUMgrid Certified OpenStack Networking Professional o RackSpace CloudU Certified


Available on request.

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