Deepti Rawat

Technical Skills

• Linux : Redhat, CentOS, Ubuntu
• Virtualization : XenServer, Citrix, VMware, Docker, Kubernetes
• Storage: HBA, ISCSI,NFS,SMB,CIFS
• Networking: DNS, DHCP, TCP-IP,

Job Role

• Handling escalated cases for Citrix hypervisor/XenServer routed from Frontline support teams
• Closely work with Engineering and Dev teams for bug fixing
• Auditing Frontline cases on weekly basis to manage backlog
• Handled EMEA and other worldwide customer's escalated cases
• Work on improving documentation/knowledge base for known and new issues
• Worked on automation tools using python to help support for customer issue diagnosis
• Used Docker/Kubernetes to help DevOps team with support tools

• Providing support and problem resolution for customers
• Research issues on multiple computer systems and products to resolve case, answer queries and outline solutions
• Maintain composure in case of difficult customer situations
• Assist and Monitoring of end of day case management
• Referred customers to upper tiered support while maintaining positive report
• Build and maintain successful technical relationships with customers
• Experience with network-related issues in Xen-based environments.
• Mentored new employees and explain the protocols
• Respond to customer inquiries primarily through phone and email
• Work directly with other technical support teams to analyze interoperability issues
• Document all technical inquiries, develop and review content of knowledge base
• Support to a wide range of customers worldwide using Xenserver Environment

• System Administration: Access management for Linux/Solaris/AIX, Unix console management, system startup/shutdown, troubleshooting, and log file administration.
• User Management: User/group management, home directories, privileges, and NIS user database administration.
• Virtualization: VM management (vSphere, ESXi 5.5), basic knowledge of HA/FT/VMotion/DRS, and logical domain monitoring.
• Storage: Disk/file system management, NFS/CIFS, and performance tuning.
• Software: Package/tool deployment and administration.
• Network: DNS/IP management and FTP administration.
• Provided access to Linux ensuring secure and efficient user operations.
• Managed virtual machines using vSphere Client and vCenter, including ESXi 5.5, to maintain optimal system performance.
• Administered Unix system consoles (SMC/HMC/Cyclades) and handled user and group management for streamlined operations.

• Managed users and groups, including creation, modification, and permissions.
• Created and modified filesystems, partitions, and logical volumes.
• Performed package management using RPM and YUM.
• Configured and managed network services like NFS, FTP, and DNS.
• Worked with backup and recovery tools (TSM, Avamar).
• Created and managed virtual machines using VMware Workstation.
• Troubleshooted basic storage issues (SAN/NAS).
• Provided remote support to end users via VNC and SSH.
• Managed changes and upgrades using ECRQ/RFC processes.
• Utilized various tools like BladeLogic, BMC Remedy, and WinSCP.
• Supported applications such as PTRC and Genium.
• Administered security policies, and installed agents.
• Coordinated with vendors for hardware requirements.