Summary
Overview
Work History
Education
Skills
Certification
Languages
Disclaimer
Timeline
Generic

AMAL .A

Banglore

Summary

Dynamic Storage Engineer with a proven track record at HPE, adept in providing unparalleled support across EMEA and leading projects to achieve 100% quality in case documentation. Skilled in MSL and 3Par technologies and excelling in project management, I bring a blend of technical expertise and exceptional organizational skills to drive solutions and enhance enterprise customer satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Storage Engineer

HPE
Bangalore
10.2022 - Current
  • Providing support to EMEA region B2B customers such as the UKI, Belgium, Norway, Finland, Luxembourg, Sweden, the Netherlands, Denmark, and some countries in Africa.
  • Create or log new Salesforce cases pertaining to the issue.
  • Offsite storage consultant support.
  • Maintaining and sharing the analysis of the client’s monthly data and presenting it weekly to the regional head and suggesting improvement plans and taking corrective measures
  • Root Cause Analysis of escalations and emphasizing on recovery and preventive measures
  • Training and mentoring new hires in the team on different tools, process and quality
  • Leading a project within the team where we could achieve 100% quality on case documentation & SLA
  • Adding case resolution to Knowledge Management System
  • Collaborating with Level2, ERT and Customer relation team for complex issue and giving the right resolution to end users withing the promised SLA (Service Level Agreement)
  • Go on remote sessions for specific issues in which the customer isn't technically skilled to perform the POA provided
  • Attend or collaborate with backup application team/network team to identify the issue by joining team meetings
  • Share POA or go on remote for firmware upgrade activity on the asset after taking downtime approval
  • Advising the customer on which firmware they need to upgrade to maintain stability in their production environment
  • Advising the customer on uplifting contract/purchasing new parts by creating ONELead
  • Action priority cases such as Contracts with CTR within the time span to meet SLA and keep the customers happy

Technical Support

Wells Fargo
Bangalore
08.2021 - 08.2022
  • Provide technical support assistance to Wells Fargo employees globally regarding all Wells Fargo internal products, software, and hardware, including OS, Outlook, VPN, etc.
  • Through voice (IP phone), emails (Outlook), and remote session.
  • Worked on Virtual Desktop Infrastructure (VDI), Shared Desktop, and Wave VMware horizontal (VDI).
  • Closing work with CyberArk, SailPoint.
  • Supported security systems (i.e., Top Secret, Active Directory, mainframe, Unix access).
  • Troubleshooting technical issues (Windows, desktop, laptop, thin client).
  • Helping the user reset the password for Mainframe accounts.
  • RSA Secure Console for unlocking the Pulse Secure account, unlocking the account, and configuring the RSA application on the phone and laptop.
  • Helping the user with the Active Directory request through the Access and Identity Management System (AIMS).
  • Using VADAR and vSphere Desktop Connection to reboot the VDIs from backends.
  • Good knowledge and experience of hardware, networking, Windows, user configuration, and maintenance.

Technical Support

DXC Technology
Bangalore
09.2020 - 08.2021

Customer Associate

Concentrix Daksh service
Bangalore
06.2019 - 09.2020

Education

Bachelor of Business Administration - computer application

CMS College of Science & Commerce/ Bharathiar University
Coimbatore

Skills

Trained on MSL, 3Par/Primera/Alletra, MSA, NAS and StoreOnce for hardware break-fix issues

Project Management, Agile, Scrum & ITIL related incident management procedures

Project Management tools like Teams, Trello, Jira etc

Good planning and implementation skills to prioritize tasks according to urgency

Ability to manage difficult situations and to provide solutions according to the situation

Very well organized and capable of handling requests simultaneously

Microsoft Office 365

Shared mailbox troubleshooting

Outlook- Excellent skills to create/manage/owning distribution lists, schedule meetings etc

Experience in hardware and networking

Experience in software and virtual desktops Infrastructure

Experience in service now, Jira, remedy

Certification

  • Certified scrum master – completed
  • Export Procedure and Documentation – completed
  • Salesforce Admin – On Training

Languages

English, Malayalam, Tamil, Hindi

Disclaimer

I hereby acknowledge that the information furnished above is correct to the best of my knowledge.

Timeline

Storage Engineer

HPE
10.2022 - Current

Technical Support

Wells Fargo
08.2021 - 08.2022

Technical Support

DXC Technology
09.2020 - 08.2021

Customer Associate

Concentrix Daksh service
06.2019 - 09.2020

Bachelor of Business Administration - computer application

CMS College of Science & Commerce/ Bharathiar University

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