Glen Lobo
Pune
Summary
Flexible hard worker ready to learn and contribute to team success. Self-motivated employee with desire to take on new challenges. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr Princ Tech Support Engineer
VERITAS SOFTWARE TECHNOLOGIES INDIA PRIVATE LIMITED
Pune
08.2011 - Current
- Provided support during the installation, maintenance, repair, and calibration of NetBackup appliance backup and storage servers.
- Good Experience of working on a range of NetBackup Appliances in a Support environment.
- Managing, upgrading, troubleshooting Veritas NetBackup Appliances integrated with Netbackup Software from backup failures to deduplication issues.
- My tasks may involve assisting customer on escalations for data backup and storage related issues , OS issues and network issues.
- Participating in team meetings to discuss project progress updates.
- Performing testing on new releases to determine functionality or optimization.
- Creating knowledge based articles for frontline support engineers to follow.
- Collaborating with software/hardware engineering teams to resolve issues seen post deployment of appliance servers in customer environment
Remote Desktop Management Support -Level 2
Mphasis, an HP Company, Mumbai
Mumbai
05.2010 - 08.2011
- RDM Team receives escalation from the Service Desk via Incidents and proceeds to resolve the incident or escalate the incident to further level. In ITIL process,
- RDM Team is a part of Incident Management Group(IMG).
- Major responsibilities of the RDM team are to resolve complex/time consuming problems through the use of remote access tools.
- Configured user accounts and profiles in accordance with established policies and procedures.
- Resolved customer service inquiries by identifying problems, researching solutions and responding promptly via email or telephone.
- Installed, configured and maintained software systems for end-users.
- Troubleshot network connectivity issues and provided remote technical support to customers.
Technical Support Engineer – Solaris
EDS
Mumbai
01.2008 - 05.2010
- Providing admin support to Sun Microsystem employees
- Provided technical support to Sun Microsystem employees by troubleshooting and resolving their issues using RBAC access.
- Worked on ticketing tool Netcool to perform housekeeping of servers.
- Home directory creation, transfers, restore of files using sun provided gui based tools.
Education
Bachelor of Science - Physics
R.D. National College
Bandra West, Mumbai03-2003
Skills
- Schematic reading
- Root Cause Analysis
- Process Development
- Technical Writing
- Failure Analysis
- System Troubleshooting
- Process Improvement
Certification
- SCSA –Sun Certified System Administrator.
- CEH - Certified Ethical Hacker
- CNLP - Comptia Network+
Timeline
Sr Princ Tech Support Engineer
VERITAS SOFTWARE TECHNOLOGIES INDIA PRIVATE LIMITED
08.2011 - Current
Remote Desktop Management Support -Level 2
Mphasis, an HP Company, Mumbai
05.2010 - 08.2011
Technical Support Engineer – Solaris
EDS
01.2008 - 05.2010
Bachelor of Science - Physics
R.D. National College
- SCSA –Sun Certified System Administrator.
- CEH - Certified Ethical Hacker
- CNLP - Comptia Network+
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