Kanti Waddin

Responsibilities:
• Currently being a part of Severity 1 (Sev 1) team, which is a crucial role in addressing the most critical technical issues reported by the VMware customers.
• Resolving the reported production down issue on the products vSphere ESXI 6.x,7.x and 8.x, vCenter 6.x,7.x and 8.x and Virtual Machine as quickly as possible and restore production.
• Guiding or resolving the install/upgrade/Patching issues within customer's maintenance window.

Achievements and Awards
• "On The Spot award" for seamless transition from non-severity 1 team to severity 1, for being consistent with scores and very methodical in approach to cases.
• Always been appreciated for the documentation.
• Toped highest number of customer surveys within the team for consecutive 3 quarters for exceptional and professional support which helped keeping 100% CSATS.
• Skilled on all the vSphere products.

Responsibilities:
Aided VMware customers who encounter technical Severity 2/3/4 issues with vCenter 6.x,7.x and 8.x and Virtual Management.

• Configure and troubleshoot issues reported on vCenter clustered environment features like vSphere HA, DRS and EVC Configurations.
• Solved issues of vCenter Enhanced Linked Mode.
• Assisted on setting user’s permissions, vCenter alarms,vCenter Server plugin,vCenter UI issues and Content Library.
• Helped on solving File-based , Imaged-bases backup and restore.
• Alerted customers and provided the required suggestion to address a health alert on vCenter environment.
• Handled VCHA related issues/queries and configuration.
• Supported on Security Vulnerability issues guiding the workaround or resolution provided by the engineering team.
• On Virtual machine helped to solve issues while creating and managing Virtual Machines,Templates,clones,vMotion,VMware Tools and snapshots.

Achievements and Awards
• Was converted to FTE for the client “VMware Software Private Limited” which was purely based on best performance.
• Been awarded many times as "star of the week" award for receiving multiple appreciations and feedback both from customers and management for the excellent support and to maintain a high scores

Responsibilities:
Technical Solutions Representative I:
• Troubleshooting software / hardware issues reported by HP customer on consumer and commercial Notebooks.
• Suggesting and validating the troubleshooting steps performed by the onsite engineer on reported issue of Notebooks.
• Identifying the cause of an issue, if hardware issue is suspected shipping/ordering the exact part for the replacement.

Technical Solutions Representative II:
• Assisting the L1 Engineers, End users and Onsite engineers.
• By verifying the snaps (error message) sent by the customer, assisting the L1 engineer to guide the customer and to resolve the issue on time.
• Giving approval to L1 engineers by validating battery health check reports, display related issue snaps etc shared by the customer to replace the exact part.
• Verifying the snapshots (damage, thermal event), elevation template shared by the onsite engineers, by engaging higher level team suggesting to replace the exact part.

Technical Solutions Representative III:
• Was part of “Centralized hardware dispatch” Team which was to assist and re-verify the troubleshooting steps followed by the L1 engineer to avoid the delay and unnecessary part dispatching.
• Once the L1 engineer done with assisting the customer, connecting with the customer to verify if all required troubleshooting steps are being performed and to try solving the issue on call.
• Taking the remote control of customer notebook or desktop for better troubleshooting and quick resolution

Extra contribution to the Team:
• Involved in RCTAT analysis which was to analyze the cause of the delay in case and to overcome the engineer miss within the TAT time.
• Preparing the CHD team records which included call handling, call offered, abounded calls and part dispatch savings done from the team.
• Trained a team of 10 members (Process Training).
• Monitored L1 calls for Quality improvements and giving feed backs on the same.
• Giving mock calls to fresher’s for testing their ability.
• On floor support for L1 Engineers.

Achievements and Awards
• Rock star award for scoring more TCE (Total Customer Experience)
• Best Attendance award
• Promoted to CHD (Centralized hardware Dispatch team)