Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Dilshad Alam

Technical Support Engineer
Patna

Summary

  • Achievement-driven professional with an experience of over 6.5 years.
  • A systematic, organized, hardworking team player.
  • An effective communicator & team leader with strong analytical, problem-solving & organizational capabilities.
  • Excellent client and team management skills with problem-solving communication and interpersonal skills along with the ability to interact with the individuals at all the levels.
  • Possesses strong passion for technology and innovation with exceptional customer service, communication and professional skills.
  • Currently looking for an opportunity where I can excel, deliver & achieve my potential and the company's vision for its clients.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Technical Support Engineer 2- CORE

VMware
Bengaluru
02.2023 - Current
  • Responded to support requests from end-users and patiently walked individuals through advanced troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Maintained response times to support business continuity.
  • Updated and maintained current customer support database.
  • Performed root cause analysis of reported issues to enact corrections.
  • Delivered Tier-1 support to internal and external customers.

Techincal Support Engineer - CORE

VMware
Bengaluru
01.2021 - 02.2023
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Provided recommendation/assistance for ESXi/vCenter upgrade. Done troubleshooting related to Install/Upgrade/Migration issues for ESXi and vCenter server.
  • Handled HA, DRS and vCenter/ESXi/VM not responding/Disconnected, reboot, performance related issues.
  • Escalation handling & Collaboration with Engineering. Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Provided clear and concise step-by-step technical support.

Technical Support Engineer 2 - Isilon, Dell EMC

Wipro Technologies
Bengaluru
12.2016 - 12.2020
  • Provided competent technical support for Dell EMC Isilon NAS Storage to many business units from medium-sized companies to Fortune 500 enterprises.
  • Code Upgrade Activities on EMC Isilon. OneFS, isi commands specific to Isilon.
  • Mentored support engineers by assisting them through L2 cases, either through end resolution or escalations to engineering teams.
  • Handled high profile escalations and driven team to perform and deliver CSAT.

Education

Bachelor of Technology - Information Systems

Birla Institute of Technology & Science, Pilani
Bengaluru
04.2017 - 10.2020

Diploma - Electrical Engineering

Jamia Millia Islamia
New Delhi
07.2013 - 2016.06

Skills

    Internal policy compliance

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Certification

VMware Certified Professional

Accomplishments

  • Got " At our best " award in VMware for securing most TSATs in the first quarter (2021) after joining the organization.
  • Best TSE for Isilon Chat Team (03/2019).
  • Multiple applause & recognitions from customers.

Timeline

Technical Support Engineer 2- CORE

VMware
02.2023 - Current

Techincal Support Engineer - CORE

VMware
01.2021 - 02.2023

Bachelor of Technology - Information Systems

Birla Institute of Technology & Science, Pilani
04.2017 - 10.2020

Technical Support Engineer 2 - Isilon, Dell EMC

Wipro Technologies
12.2016 - 12.2020

Diploma - Electrical Engineering

Jamia Millia Islamia
07.2013 - 2016.06

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Dilshad AlamTechnical Support Engineer