Summary
Overview
Work History
Education
Skills
CORE COMPETENCIES
Certification
Accomplishments
More About Me
Languages
Timeline
Generic

Chandan Srivastava

Bengaluru

Summary

Experienced and Disciplined IT professional with over 15 years of experience in diverse positions.

Excelled in roles of Technical Lead Technical Support, Sales, quality Analyst, Escalation Management, Customer Service.

Bringing forth a motivated attitude and the ability to establish strong and productive relationships with clients and peers.

Highly adaptive to the continuous changing technology and environment

Overview

16
16
years of professional experience
1
1
Certification

Work History

Sr. Technical Engineer (Technical Lead)

VMware
Bengaluru
05.2022 - Current
  • My team consists of 16 members who directly report to me for any technical escalations
  • Day to day, technical responsibility for Team members including 1:1 meeting with team members, objective setting and technical skill enhancement plans
  • Effective team management including recruitment, assessment, engagement and development.
  • Be an effective point of escalation and resolution. of customer complaints and team issues.
  • Provide reactive and proactive analysis, measuring and improving time to resolve and first time fix.
  • Development and improvement of support processes to drive efficiency and improved customer service.
  • Collaborate with TSMs and Sr. TSMs to drive technical strategies and look for ways to enhance the resolution methodologies.
  • Provide periodic KPI reporting and associated improvements to performance and to review and improve the KPIs of the team.
  • Assist team members on complex issues and drive Tech Talks and Aged Case Reviews.
  • Collaborate with engineering and Product Managers to provide analysis of bugs and ways to deal with them efficiently and productively in a timely manner.
  • Identified opportunities to improve system performance, scalability, and reliability.

Staff Technical Support Engineer

Tintri by DDN
Bengaluru
08.2018 - 05.2022
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Configure FC, iSCSI, CIFS (SMB) and NFS for the customer environment.
  • Troubleshoot and assist customer with day to day issues of LUN expansion, LUN creation.
  • Bug Analysis and Crash dump Analysis.
  • Assist in backup, Replication and data migration.
  • Work with development and Quality team to file bug requests and provide a resolution.
  • Work directly with VMware for bugs and enhancement from VMware end and provide details on the integration to the customer.
  • Work with the engineering team, sales, and professional services to improve bug reports and enhance customer experience.

Technical Support Engineer 2 ; Escalation Engineer

VMware
Bengaluru
03.2015 - 08.2018
  • Worked as troubleshooting engineer for Installing, Upgrading, Configuring according to the architecture.
  • Responsible in diagnosing & troubleshooting of VMware ESXi and Virtual Center Environments of vSphere 5.x, 6.x, vROPS, Usage Meter, vRealize Log Insight.
  • Host Profiles, Migration, DRS, Installation and Configuration, Datastore usage, VMware tools, enable ssh for ESXi, Resource Pools, VM compatibility, and hardware version.
  • Helped customers in isolating, diagnosing, reproducing and fixing technical issues in a timely manner.
  • Work with the engineering team, sales, and professional services to improve bug reports and enhance customer experience.
  • Review, investigate, and resolve complex technical member cases within the target SLAs.
  • Document all technical inquiries; develop and review content for the knowledge base.

Technical Solution Consultant

Hewlett Packard Co. Limited
Bengaluru
12.2011 - 01.2015
  • Provide L1 hardware break fix support on HP ProLiant and Blade series servers
  • Install and Configure Drivers and Firmware for the servers.
  • Troubleshooting server hardware and diagnose issues using HPE tools like System.
  • Management Homepage, Systems Insight Manager, Insight Diagnostics.
  • Configure and Troubleshoot on the backup devices like MSA, Tape drive and Tape library for the clients.
  • Customer ownership and escalation management. Expertise in handling escalated calls by driving end to end ownership.
  • Provide Problem Analysis on OS failures like BSOD
  • Provide support to the Onsite CE also to replace the parts and configure the new disks, Ram, Processor and all other devices.
  • Help the clients to collect lot of logs through MP/ILO to check the hardware status of the server

Quality Analyst

Iyogi Technical Services
Gurgaon
06.2011 - 12.2011
  • Maintaining Quality of the process.
  • Coaching engineers to maintain highest quality while handling customers issue.
  • Co-ordinating with managers and project managers to improve the process and customer experience.
  • Listening to calls and giving feedback to the engineers with respect to the adherence of the process.

Senior Technical Support Engineer

Dell International Services
Gurgaon
04.2009 - 10.2010
  • Providing in depth technical assistance for all Dell Inspiron and XPS systems Handling warranty as well as out of warranty products.
  • Support for all versions of Windows operating systems and its applications.
  • Hardware and Software support for all desktops. Maintaining service levels as per business standards.
  • Selling IT, Hardware, Software and Service Based Solutions to the Clients in Medium Business.

Technical Support Engineer

Sutherland Global Services
Chennai
02.2008 - 03.2009
  • Troubleshooting Hardware and Windows Operating Systems.
  • Mentoring Team members for handling complex issues
  • Providing assistance to Team Lead for improving the team environment

Education

MBA - Operations Management

ITM Technical University
Bengaluru
05-2019

Bachelor of Computer Applications - Computer Science

Sikkim Manipal University
New Delhi
04-2013

Skills

  • vSphere 5x, 6x and 7x
  • Aria Operations (Previously known as vROPS)
  • Aria Operations for Logs ( Previously known as Log Insight)
  • vSAN
  • Linux
  • Windows

CORE COMPETENCIES

  • Effective Communication (Oral / Written)
  • Manage Performance
  • Team Building
  • Product Documentation and KB writing
  • Hardware & Software Troubleshooting
  • Mentoring and Knowledge Sharing
  • Operations Management

Certification

  • ITIL
  • Lean Six Sigma Green Belt Certified.
  • VMware Certified Professional (VCP) 5.5, 6.0, 6.5 and 7.0
  • VMware Certified Advanced Professional (VCAP - DCV) 5.5 and 6.0
  • Vmware Certified Professional vSAN
  • VMware Certified Professional Cloud Foundation.

Accomplishments

  • Engineer of Excellence Award winner
  • Quality champion Award
  • vStricker

More About Me

  • Date of Birth: 14th January 1987
  • Place of Birth: Meghalaya
  • Hobbies: Watching Movies, Driving to unexplored locations

Languages

Hindi
First Language
English
Proficient (C2)
C2
Bhojpuri
Proficient (C2)
C2

Timeline

Sr. Technical Engineer (Technical Lead)

VMware
05.2022 - Current

Staff Technical Support Engineer

Tintri by DDN
08.2018 - 05.2022

Technical Support Engineer 2 ; Escalation Engineer

VMware
03.2015 - 08.2018

Technical Solution Consultant

Hewlett Packard Co. Limited
12.2011 - 01.2015

Quality Analyst

Iyogi Technical Services
06.2011 - 12.2011

Senior Technical Support Engineer

Dell International Services
04.2009 - 10.2010

Technical Support Engineer

Sutherland Global Services
02.2008 - 03.2009

MBA - Operations Management

ITM Technical University

Bachelor of Computer Applications - Computer Science

Sikkim Manipal University

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Chandan Srivastava