ANKIT GUPTA
Senior Support Engineer
Bengaluru
Summary
Experienced IT Support Engineer familiar with user support and root cause analysis. Advanced knowledge of Windows Server, Backup Solutions, Cloud Operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
9
9
Certifications
Work History
Senior Support Engineer
ARCSERVE INDIA SOFTWARE SOLUTIONS (P) Ltd
Hyderabad
07.2022 - Current
- Communicated with clients to verify roots and causes of Backup and Recovery problems.
- Collaborated with outside departments to implement system-wide improvements.
- Monitored systems in operation and quickly troubleshot errors.
- Provided Backup Solutions for On-Prem and Cloud Storages
- Responsible for defining strategies for Backup and Recovery techniques, Space, User and Security management.
- Analyses existing Storage & backup environment and provide expert advice for optimizations.
- Migrate the On-Prem Backup Solutions to SAAS (Cloud) Solutions.
- Using and sharing knowledge on a wide range of technologies.
- Perform health checks of applications and Logs Analysis, share the feedbacks with customers
Production Support - Technical Specialist
Commvault Systems Pvt Ltd
05.2020 - 07.2022
- Oversaw pre-deployment IT testing of new systems prior to migration planning.
- Completed troubleshooting and diagnostics on company resources.
- Documented risk management issues and outlined mitigation actions.
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Recommended technology upgrades to improve client security.
- Enhanced and reconstructed computer systems to increase efficiency.
- Enhanced interfaces to promote better functionality for users.
- Work with development on labs for known issues .
- Prepare Self Weekly/Monthly performance report and submit to the Manager.
Customer Support Engineer (Level 3 Engineer)
Aspect Technology Centre
05.2018 - 05.2020
- Provide Technical Support, Application problem resolution and escalation assistance related to Aspect products
- Responsible for implementing the best practices for cloud migration, on premises, and other strategies implementation as a part of Global AD Team
- Connect resources on Azure to resources on-Premises
- Creation\Manage of Virtual Network, Resource Group & Availability Group
- Scaling of Machines (Azure or On-Premises) Creation, Validation, Implementation & Deletions (if required) of VMs (Windows Server or Linux) in Azure Portal
- Movement of VM among regions
- Disaster recovery, Windows backup, Domain controller upgrade, replacement, backup and restore
- Domain Controller Server demotion and promotion for Windows 2008, 2012 R2, 2019 and server core versions
- Provide Technical Support, Application problem resolution, and escalation assistance related to Aspect products
- Day to day management of enterprise class backup environment
- Worked with Vendors to implement Backup solutions.
Senior Technical Support Engineer
Sutherland Global Services
Bangalore
07.2015 - 05.2018
- Handling Escalation of B2B external Global customer for VERITAS Backup Product Desktop and Laptop
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Specialize in: - - Hyper-V & VMware -SQL -Desktop and Laptop Options (DLO) -CAS MBES
- Also provide support for problems related to: - Backup Devices (tape drives, tape libraries, Network storage, disk, etc.) - Network issues (connection problems, performance, etc.)
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained response times to support business continuity.
- Provide technical information and diagnostic assistance that will reduce the overall time to resolution of customer issues
- Maintaining SLA, Mentoring Engineers Up Scaling Engineers on different Technical Challenge
Senior Microsoft and VMware Engineer
Bytecode Cyber Securities Pvt Ltd
Gurgaon
08.2014 - 07.2015
- Designed, Installed, Configured VMware Vcenter & ESX Hosts (vSphere 4 and vSphere 5)
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
- Troubleshooting the daily issues by using vMotion, Storage vMotion, HA, Fault Tolerance etc
- Performed preventative maintenance to keep tools and equipment functional.
- Prepared action plans for problematic processes and assets.
- Configured around 200 + VMs for Sales, Marketing, HR, Development etc
- Part of Implementation Team, which configured Active Directory Centralized SSO by using Hybrid Cloud (Active
- Directory on Prem & In Sync with Azure Active Directory)
- Managed Complete VMware and Active Directory Environment (on Prem & Azure Active Directory)
- Conceptualized and implemented systems upgrades
- Worked with clients to analyses current network needs and identify areas in need of improvement.
User Support Engineer
UNITED NATIONS MISSION IN SOUTH SUDAN
Juba
05.2013 - 07.2014
- Part of Migration Team
- Performed preventative maintenance to keep tools and equipment functional.
- Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports.
- Migration of Lotus Notes to Microsoft Exchange
- Responsible to create and manage users Mailbox from Lotus to Outlook
- (Approx 5000 users) & migrate their mailboxes to Outlook
- Creation of Active Directory Objects like Users, Groups, Computer Objects, and another Active Directory related tasks related to Servers (2003, 2008 and 2012)
- Maintained and Managed VMware ESXI with V Centre 6.0
- Need to make sure no downtime of any Critical VMs
- Need to use V Motion, SV Motion FT, HA, DRS etc
- If required
- Configuration and troubleshooting of DNS and DHCP servers.
Server Support Engineer
Mercury Solutions Pvt. Ltd
Gurgaon
09.2010 - 04.2013
- Installation and Configuration of Microsoft Windows 2003/2008/2008R2
- Creation of Active Directory Objects like Users, Groups, Computer Objects
- Configuration of Group Policies Object (GPO) on Domain Level and OU Level
- Provided consistent level of support for Windows servers and backup management.
- Collaborated with outside departments to implement system-wide improvements.
- Connected to computer of client using remote link to install programs and applications.RIS, WDS and WSUS Services
- Configuration of Scripts Policy, Folder Redirection Policy, Software Deployment Policy for 2003, 2008
- Troubleshoot DNS, DHCP, IIS Services, RIS, Print Server, Routing, and Remote Service.
- Patched software and installed new versions to eliminate security problems and protect data.
Senior Technical Trainer
05.2008 - 07.2010
- Designed and developed presentation for Train-the-Trainer Workshop enabling subject matter experts to understand and apply adult learning principles in classroom training
- Designed, developed, and delivered classroom materials for New Students Prepared Candidates for L1, L2 &L3
- Technical Interviews.
Micro System Desktop and Server Engineer
01.2006 - 11.2007
- As a Domain Administrator in one of Delhi's reputed schools
- Implemented and Managed 2 Servers (AD\DNS\DHCP Server & Proxy Server) with 150 workstations
- Configuring and Managing Network Services like DHCP, DNS
- Responsible of Back Up and Restoration of Application and Databases
- Strengths:
- Effective communication and believe in simplicity
- Honest, inclusive decision making
- Able to make tough decisions when required
- I hereby declare that all the information contained in this resume is in accordance with facts or truths to my knowledge
- I take full responsibility for the correctness of the said information.
Education
Master in Information Technology - Information Technology
BITS Pilani - WILP
Rajasthan, India 07.2021 - Current
Bachelor in Computer Application - Information Technology
Sikkim Manipal
New Delhi, India 03.2010 - 06.2013
Skills
Technical skillsAzure IAAS, VMware, Microsoft Active Directory (2008, 2012 and 2016)Backup Tool : Commvault, Veritas \ Symantec Backup Exec, Symantec DLO, Storage Craft (SPX)Ticketing Tool : Salesforce & CRMOperating System : Microsoft Windows Workstations and Servers
Application installations
Debugging skills
Hardware and software installation
Technical Support
Data recovery
Application support
Desktop support
Technical issues analysis
Customer service expert
Certification
Name Vendor Version Year of passing
Accomplishments
- Supervised team of 5 staff members.
- Resolved product issue through consumer testing.
- Documented and resolved Backup and Recovery related issues which led to deployment results
- Awarded as Best Employee of the year at Sutherland for 2017-2018
- Microsoft Certified Engineer
- Commvault Certified Engineer
- Winner of the Digital Clean-Up
Commvault Certified Professional
Passed Commvault Certified Engineer in 2021
Timeline
Senior Support Engineer
ARCSERVE INDIA SOFTWARE SOLUTIONS (P) Ltd
07.2022 - Current
Master in Information Technology - Information Technology
BITS Pilani - WILP
07.2021 - Current
Production Support - Technical Specialist
Commvault Systems Pvt Ltd
05.2020 - 07.2022
Customer Support Engineer (Level 3 Engineer)
Aspect Technology Centre
05.2018 - 05.2020
Senior Technical Support Engineer
Sutherland Global Services
07.2015 - 05.2018
Senior Microsoft and VMware Engineer
Bytecode Cyber Securities Pvt Ltd
08.2014 - 07.2015
User Support Engineer
UNITED NATIONS MISSION IN SOUTH SUDAN
05.2013 - 07.2014
Server Support Engineer
Mercury Solutions Pvt. Ltd
09.2010 - 04.2013
Bachelor in Computer Application - Information Technology
Sikkim Manipal
03.2010 - 06.2013
Senior Technical Trainer
05.2008 - 07.2010
Micro System Desktop and Server Engineer
01.2006 - 11.2007