Divya Thiruselvam

Technical Support Specialist with over 8 years of experience in the IT industry, specializing in customer service and technical training. Proven track record of achieving high Customer Service Satisfaction Scores (CSATs) and effectively managing Service Level Agreements (SLAs). Expertise in Rubrik Platform Administration, Backup & Recovery Strategies, and Disaster Recovery Planning. Proficient in Linux and Windows Server Administration, VMware, AWS, Azure, and various security principles.

• ISM V3 Specialist, (Information of Storage Implementation Management V3), TK1QYR26KJ1E1GGQ, dell.com/verifycert
• Rubrik Certified System Administrator (RCSA)
• Cyber Resiliency Security Specialist

Yes

• English
• Hindi
• Tamil

• Contributed to 100% CSAT score across all channels.
• Best L2 for DiskXtender and Cisco Telephony Engineer Product.
• Good reputation with next level teams

09/2021 - Present, Storage Pro Support Team, Dell Technologies, Working as engineer 02/2021 - 08/2021, Western Digital Org, CssCorp, Worked as a senior engineer for JBOD storage. 03/2019 - 02/2021, Cisco GFS, Wipro, UCCE, Cisco Ip phone and Cisco Contact Center configuration 01/2017 - 03/2019, Dell EMC, Wipro, TSE for CAS NAS and GUI Diskxtender

I hereby declare that the above information is correct to the best of my knowledge and belief.

I. Technical Support & Expert Troubleshooting (Reactive & Proactive)

• Provide enterprise-level technical support to Rubrik's global customers and partners via phone, web portal, email, and chat, including shift rotations for 24/7 coverage.
• Independently diagnose, troubleshoot, and resolve highly complex technical issues related to the Rubrik platform and its integrations within diverse customer environments.
• Perform advanced troubleshooting across various technologies:Rubrik Specifics: Snapshots, replication, archival, data recovery (point-in-time, instant recovery), search functionalities, and cluster health.
  Virtualization: VMware vSphere (ESXi, vCenter, VMs, storage), Microsoft Hyper-V.
  Operating Systems: In-depth Linux (command line, file systems, processes, networking, log analysis)
  Cloud Platforms: AWS (EC2, S3,), Microsoft Azure (VMs, Blob Storage).
  Networking: TCP/IP, DNS, DHCP, firewalls, routers/switches (Cisco, Juniper), and network performance troubleshooting using tools like Wireshark/tcpdump.
  Databases: MS SQL Server, Oracle (backup, restore, and application consistency).
  Storage: Dell Compellent (SC), Powervault MD and NX ME, ML3, TL series, Equallogic PS series, Powerstore, Centera (CAS), Diskxtender (GUI), Isilon NAS/PowerScale, SAN(VNX), JBODs.
  Protocols: CIFS, NFS, iSCSI, Fibre Channel.
  
• Conduct thorough Root Cause Analysis (RCA) to identify the underlying cause of recurring or critical issues, providing permanent solutions and preventative measures.
• Recreate customer issues in lab environments to facilitate diagnosis and testing of solutions.
• Analyze system performance data, logs, and statistics to identify bottlenecks and recommend improvements.
• Proactively monitor customer systems (leveraging AI/ML insights where applicable) to identify potential issues and provide expert recommendations.
• Troubleshoot issues related to data security, immutability, ransomware protection, and access controls.
• Utilize Storage Management and Troubleshooting Tools: Command Line Interface (CLI), EMC Secure Remote Support (ESRS).

II. Customer Relationship Management & Communication (Customer Success Aspect)

• Serve as a trusted technical advisor and primary technical point of contact for Rubrik customers and partners, guiding them on best practices and optimal platform utilization.
• Translate complex technical information into clear, actionable insights for both technical and non-technical audiences.
• Provide timely, accurate, and courteous updates to customers regarding case status, progress, and resolution.
• Manage customer expectations throughout the support lifecycle
• Act as the voice of the customer internally, relaying feedback, feature requests, and pain points to relevant teams
• Assist customers with initial deployment, configuration, and adoption of products, ensuring they achieve early time-to-value.
• Develop strong, long-term relationships with key customer contacts.

III. Knowledge Management & Continuous Improvement

• Author and contribute to internal and external knowledge bases, technical documentation (e.g., Deployment Guides, FAQs), and training materials.
• Review product documentation for accuracy and clarity.
• Maintain deep and current knowledge of products, features, and industry trends.
• Mentor junior engineers and contribute to internal knowledge sharing.
• Collaborate cross-functionally with Engineering, Product, Sales, and Customer Success Managers.
• Provide constructive feedback to drive product improvements and bug fixes.

IV. Specific Platform & Technology Expertise

• Proficient in Rubrik Platform Administration.
• Expertise in Backup & Recovery Strategies (VMware, Hyper-V, Physical Servers, Cloud).
• Experience with Replication (Cloud and On-premises) and Archiving.
• Skilled in Disaster Recovery (DR) Planning & Execution.
• Understanding of Data Security & Immutability Concepts.
• Understanding of NAS/SAN concepts and various storage protocols.
• Application of Security Principles (RBAC, Least Privilege, ransomware protection).

• Father's Name: S. Thiruselvam
• Mother's Name: T. Kalaiselvi
• Date of Birth: 11/30/96
• Marital Status: Married