ARCHANA DAS
Customer Success Engineer
BANGALORE
Summary
Working as Customer Success Engineer with 8+ years in IT, I get the opportunity to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. I am responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
Work History
Backup Admin Support L2
DIGITECH SERVICES
- Current
- Company Overview: Client: IBM
- As a Backup Admin, you will be responsible for managing and optimizing enterprise-level backup and recovery solutions using Rubrik as the primary technology, along with Avamar, Networker, and Data Domain. This role requires advanced expertise in data protection strategies, cloud integration, and disaster recovery planning. You will work closely with cross-functional teams to ensure business-critical data is protected, compliant, and recoverable. Travel to client sites or data centres may be required based on project or operational needs.
- Backup and Recovery: implementation, and administration of backup and disaster recovery solutions using Rubrik, Avamar, Networker, and Data Domain, ensuring data availability, reliability, and security.
- Optimization and Performance Management: Continuously improve backup and recovery processes, optimizing storage utilization, reducing backup windows, and minimizing system resource impact.
- Disaster Recovery and Data Integrity: Develop and execute disaster recovery strategies, ensuring backup policies align with business continuity objectives and compliance requirements.
- Security and Compliance: Implement data protection policies, encryption strategies, and retention frameworks to safeguard sensitive information and meet regulatory mandates.
- Troubleshooting and Incident Resolution: Act as the primary escalation point for complex backup failures, restore issues, and performance bottlenecks. Provide root cause analysis and preventive measures.
- Cloud and Virtualization Integration: Manage backup integrations with cloud platforms, VMware, Hyper-V, and enterprise applications, ensuring seamless data protection across hybrid environments.
- Policy and Lifecycle Management: Define and enforce backup policies, schedules, and retention strategies while overseeing data lifecycle management, including archiving to cloud or Data Domain.
- Monitoring and Reporting: Proactively monitor backup health, system performance, and job success rates, addressing issues before they impact operations.
- Collaboration and Mentorship: Work closely with infrastructure, storage, and application teams to align backup strategies with business needs. Provide training and mentorship to junior administrators on best practices in data protection.
- System Maintenance and Upgrades: Manage Rubrik software/hardware lifecycles, ensuring timely upgrades, patches, and security enhancements.
- Documentation and Knowledge Sharing: Maintain comprehensive documentation of backup configurations, policies, troubleshooting guides, and post-incident reports.
- Client: IBM
Customer Success Engineer II
RUBRIK
01.2023 - 06.2025
- Provide enterprise level technical support to our customers via phone, web, email, chat and other support channels as required. Customer Success Engineers deliver effective solutions to both technical and non-technical end users while also supporting a wide range of technologies and cloud deployments. Customer Success Engineers would be required to work in shifts including weekends.
- Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills.
- Listen to customer concerns and issues, uses appropriate troubleshooting and problem analysis techniques to isolate the root cause of the problems, and recommend / implement appropriate solutions to resolve the problem.
- Independently diagnose and resolve problems within our sphere of the customer environment.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team.
- Provide advice and information to customers and partners regarding general cloud infrastructure as service offerings and best practices.
- Research, troubleshoot and resolve escalated customer issues.
- Provide prompt and accurate feedback to customers.
- Requires the individual to exercise excellent judgment, at a faster-than average pace, while paying extremely close attention to detail and courtesy.
- Ensure proper recording and closure of all issues.
- Interact with various internal teams such as escalations, engineering and facilitate communication between customers and other teams.
- Contribute technical content to Rubrik's leading Deployment Guides, Knowledge Base, FAQ's etc.
- Demonstrate case management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer's satisfaction.
- Produce written designs and documentation regarding proposed or actual cloud deployments.
Customer Success Engineer
PERSISTENT SYSTEMS
04.2021 - 01.2023
- Company Overview: GOOGLE (we handle customers all over the global)
- Project Name: GOOGLE ACTIFIO
- Technical, Google Actifio is specialised in copy data virtualization for making information technology infrastructure more efficient by reducing unnecessary duplication of data.
- The technology is designed to maintain data integrity while ensuring rapid access to that data throughout its entire life cycle.
- The system virtualizes data management and storage to replace siloed data protection and availability applications with a single purpose-built system.
- This storage system is said to reduce data storage costs and improve efficiency over other data management applications.
- GOOGLE (we handle customers all over the global)
Customer Success Engineer(AVAMAR)
WIPRO TECHNOLOGY
11.2019 - 03.2021
- Company Overview: Client: DELL EMC Avamar (we handle customers all over the global)
- Responsible for achieving and maintaining backup success rate and restore SLA.
- Handling all priority cases and critical cases on customer production systems.
- Engage with customer to understand the solution requirement, designing and implementation for long term stable operation.
- Ensure the knowledge transfer on all aspects of the product to Actifio Partners.
- Work with leaders across the organization on business strategies, direction and identify needs.
- Client: DELL EMC Avamar (we handle customers all over the global)
Customer Success Engineer (EMC DPA)
WIPRO TECHNOLOGY
12.2016 - 11.2019
- Take ownership of customer issues reported and see problems through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
- Prepare accurate and timely reports.
- Document knowledge in the form of knowledge base tech notes and articles.
- Follow the SLA for issues with respect to the severity.
Education
B. Tech - CS
BITS Pilani
01.2017 - 01.2021
Diploma - Computer engineering
R.D. TATA Technical Institute
01.2014 - 01.2016
Intermediate - undefined
Valley View School
01.2011 - 01.2013
High School - undefined
Valley View School
01.2009 - 01.2011
Skills
- Operating Systems: Windows Server, Linux, Unix
- Visualization technologies: VMware
- Storage Technologies
- Networking Technologies
- Microsoft Products: PowerPoint, Excel, Word, Outlook
- Verbal communication
- Written communication
- Presentation skills
- Scripting Languages: JavaScript, Python
Additional Information - Assets
- Proficient trouble shooter.
- Exceptional telephone etiquette.
- Patient and diligent with vast technical knowledge.
- Diverse PC knowledge.
- Backup expertise.
- Organized and proactive.
Timeline
Customer Success Engineer II
RUBRIK
01.2023 - 06.2025
Customer Success Engineer
PERSISTENT SYSTEMS
04.2021 - 01.2023
Customer Success Engineer(AVAMAR)
WIPRO TECHNOLOGY
11.2019 - 03.2021
B. Tech - CS
BITS Pilani
01.2017 - 01.2021
Customer Success Engineer (EMC DPA)
WIPRO TECHNOLOGY
12.2016 - 11.2019
Diploma - Computer engineering
R.D. TATA Technical Institute
01.2014 - 01.2016
Intermediate - undefined
Valley View School
01.2011 - 01.2013
High School - undefined
Valley View School
01.2009 - 01.2011
Backup Admin Support L2
DIGITECH SERVICES
- Current
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