Abijith KV

Resolved complex customer issues through collaboration with engineering and product teams.

• Managed advanced troubleshooting of App Volumes, Horizon infrastructure and Dynamic Environment Manager.
• Provided frontline technical support, significantly improving customer satisfaction ratings through effective problem-solving.
• Applied effective case management strategies for timely issue resolution.
• Demonstrated strong soft skills to improve customer engagement.
• Developed knowledge resources to aid team efficiency and client support.
• Mentored technical support engineers, focusing on skill enhancement and coaching.
• Conducted thorough research and coordinated JIRA filing for escalated cases, streamlining case management processes.

• Resolved escalations for enterprise Horizon and vSphere customers, improving service reliability for critical applications.
• Managed VDI image processes and integrated UAG/SAML solutions, streamlining operational workflows.
• Provided advanced troubleshooting for software and hardware issues in complex systems.
• Collaborated with cross-functional teams to resolve technical challenges efficiently.
• Documented technical procedures and user guides for enhanced customer support.

• Specialized in Horizon View vSphere and desktop virtualization technologies, providing expert support to optimize system performance.
• Mentored junior engineers, enhancing skill development and promoting collaborative team environment.
• Developed knowledge base articles to improve accessibility of technical resources for support teams.

• Resolved advanced customer escalations for Horizon and App Volumes, ensuring timely solutions.
• Worked with R&D; to isolate product defects and validate fixes.

• Delivered technical support for Horizon and vSphere platforms, ensuring seamless operations.
• Supported upgrades, snapshots, and resolved HA/DRS issues to maintain system reliability.
• Diagnosed and resolved technical issues for VMware software products.
• Provided support for virtualization and cloud infrastructure technologies.
• Collaborated with cross-functional teams to enhance customer service experiences.

• Delivered L1/L2 support for Horizon environments while onsite as contractor.

• Managed Wintel, vSphere, and Linux servers to support efficient data center operations.
• Oversaw NOC operations to maintain service continuity and minimize downtime.
• Designed infrastructure solutions to enhance system performance and reliability.
• Collaborated with cross-functional teams to implement new technologies and processes.
• Monitored network performance and identified areas for improvement and optimization.

• Monitored and managed global network operations in NOC to ensure optimal performance and reliability.

• Network operations support; worked under payroll of eCentricHR for Mphasis contracts.