Aatman Singh
Sr. Technical Support Engineer
Bangalore,India
Summary
Holding 4+ years of experience of working with customers throughout the case cycle starting from case ownership till issue resolution adhering to the business SLAs. Closed 800+ cases (till date) specializing in storage system troubleshooting (Hardware, OS and NAS based), issue reproduction in test environments and determining the root causes while engaging all stakeholders.
Overview
5
5
years of professional experience
4
4
Certificates
16
16
years of post-secondary education
Work History
Senior Technical Support Engineer
NetApp India Pvt. Ltd.
Bangalore, India
2023.07 - Current
- Took responsibility of senior TSE working more closely on case escalations and with NetApp engineering when required.
- Additionally working on troubleshooting ONTAP Select and Cloud Volumes ONTAP related issues.
Hardware and Core Technical Support Engineer
NetApp India Pvt. Ltd.
Bangalore, India
2022.02 - 2023.07
- Along with Hardware level troubleshooting, took responsibility of working on Core ONTAP related cases.
- Covered range of ONTAP features like space issues, quotas, FabricPool, ANDU, REST-API, SNMP, etc.
NAS Technical Support Engineer
NetApp India Pvt. Ltd.
Bangalore, India
2021.11 - 2022.02
- Worked on protocol level NAS troubleshooting on ONTAP systems.
- Specializing in NFS, SMB, DNS, AD and network related issues.
- Learnt packet trace analysis on storage and client using Wireshark.
- Covered range of ONTAP features like Fpolicy, Vscan, SVM-Audit etc.
Hardware Technical Support Engineer
NetApp India Pvt. Ltd.
Bangalore, India
2019.12 - 2020.11
- Worked on troubleshooting P1-P4 technical cases on hardware issues on FAS, AFF, MetroCluster systems as part of L2 support team.
- Worked on troubleshooting Ethernet and FC switches part of cluster, data or management network.
- Obtained KCS Publisher license allowing to publish NetApp KB articles that are google searchable.
Technical Support Engineer - S3 Academy
NetApp
Durham, North Carolina, USA
2019.09 - 2019.11
- Attended NetApp S3 Academy which involved bringing Sales, Services and Support teams under one roof at RTP, North Carolina.
- Training involved understanding different business units giving a holistic view of how business is conducted starting from pre sales, solution design, installation till technical support.
Intern
NetApp India Pvt. Ltd.
Bangalore, India
2018.07 - 2019.09
- Worked on troubleshooting customer cases as a part of Technical Support team
- Attended live incoming customer calls for P1 to P4 technical cases.
- Gained on job experience about case cycle management.
Education
Master of Technology - Embedded Systems
2017.07 - 2019.09
Bachelor of Engineering - Electronics And Instrumentation
2013.06 - 2017.06
Higher Education -
2003.01 - 2013.01
Skills
Case Management
ONTAP Troubleshooting
Root Cause Analysis
Packet Trace Analysis (using Wireshark)
Accomplishments
- Various shoutouts from account teams and customers on managing a case successfully.
- Created and published 100+ articles which are part of NetApp Knowledgebase.
Certification
NetApp Certified Technology Associate
Timeline
Senior Technical Support Engineer - NetApp India Pvt. Ltd.
2023.07 - Current
Hardware and Core Technical Support Engineer - NetApp India Pvt. Ltd.
2022.02 - 2023.07
NAS Technical Support Engineer - NetApp India Pvt. Ltd.
2021.11 - 2022.02
Wireshark: Network Troubleshooting
2021-07
NetApp Certified Data Administrator, ONTAP
2020-02
NetApp Accredited MetroCluster IP Implementation Engineer
2020-01
Hardware Technical Support Engineer - NetApp India Pvt. Ltd.
2019.12 - 2020.11
NetApp Certified Technology Associate
2019-12
Technical Support Engineer - S3 Academy - NetApp
2019.09 - 2019.11
Intern - NetApp India Pvt. Ltd.
2018.07 - 2019.09
Vellore Institute of Technology - Master of Technology, Embedded Systems
2017.07 - 2019.09
Medi-Caps Institute of Technology & Management Rau - Bachelor of Engineering, Electronics And Instrumentation
2013.06 - 2017.06
Atomic Energy Central School - Higher Education,
2003.01 - 2013.01