JANANI SAMBANDAN

Handled vCenter and ESXi issues for 3 years before transitioning to cloud products within the Cloud Management Business Unit team (CMBU).
Expertly handled cloud product issues, including Aria Operations, Aria Automations, Usage Meter, and log management within Aria Operations.
Provided backline support for Aria Operations, ensuring prompt resolution of escalated issues.
Proficiently managed escalation calls, maintaining high levels of customer satisfaction.
Developed and implemented a comprehensive training program for new hires on Aria Operations, facilitating smooth transitions to production.
Conducted technical sessions for both Technical Support Engineers (TSEs) and customers, ensuring effective knowledge transfer.
Generated problem requests (PRs) for bug fixes, collaborated with engineering teams, and authored knowledge base (KB) articles.
Simulated customer issues in lab environments to identify root causes and devise effective troubleshooting strategies.
Facilitated weekly product huddles, monitored aged service requests (SR), and provided guidance to TSEs.
Led a KB article creation project as a center lead, enhancing documentation and knowledge sharing initiatives.

Part of Global Support Services as level 1 Engineer.
Expertise in handling production down cases related to Sysops and Infrastructure, including vCenter, ESXi, Virtual Machine Management, Storage, and Networking.
Interacted with staff to analyze and fix customer issues promptly.
Specialized in Installation and Upgrade on ESXi and vCenter, as well as handling PSC/SSL related issues.
Conducted simulations of customer scenarios in the lab and provided reports to backlines.
Proficient in finding and creating knowledge base articles for new issues.
Delivered technical sessions and organized weekly sessions with the team.

Installed, configured, and troubleshooted technical issues with Backup Exec.
Configured various storage types including Tape, Disk, and Cloud storage.
Trained on all Backup Exec versions from BE2010 to BE16.
Possessed basic VMware knowledge and Hyper-V, capable of troubleshooting related issues.
Managed data backups, restores, and disaster recovery issues.
Drafted troubleshooting steps and documented comprehensive reports.

Proficient in handling broadband connectivity issues for B2B customers.
Conducted line checks, troubleshooted internet connectivity problems, and restored online services.
Utilized diagnostic tools to identify broadband line issues and resolved them remotely.
Coordinated with field teams to address issues onsite.
Achieved daily sales targets and conducted daily review meetings with the team.

Installed, configured, and troubleshooted technical issues with Belkin routers and network adapters.
Configured and troubleshooted wireless connections.
Diagnosed and resolved wired and wireless internet connection issues.
Familiar with documentation tools and proficient in drafting troubleshooting steps.