SAN
Karthik S R
Technical Support Engineer
Bengaluru
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Technical Support Engineer 2 (Wipro Badged) on floor tier 2 engineer converting DAST's to CSAT's , advising & assisting our teammates on resolving technical issues.
Capable of handling both Auto callhomes and Customer Support Chats to address the customer queries.
Overview
3
3
years of professional experience
4
4
Certificates
1
1
Language
1
1
year of post-secondary education
Work History
SME
Wirpo
07.2022 - Current
- Designed and prepared technical reports, studies, and related documentation.
- Managed user accounts, permissions and group policies for optimal system security.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Developed and presented business cases, presentations and reports to senior management.
- Trained new hires on product for past 2 years ( VMAX / VMAX 3 / VAX AFA & Powermax)
Technical Support Hardware Engineer
Wipro - Dell
07.2021 - Current
- Troubleshot complex multi-vendor network service provider issues.
- Provided network support services for devices such as Switches.
- Managed, tracked, and coordinated problem resolution and escalation process
- Responded to support requests from end-users and patiently walked individuals through basic 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.
- Delivered Tier-3 support and SME input to internal and external customers.
- Served as primary point of contact for support relating to owned solutions and products
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Documented faults and bugs for referral to development staff for use in updates
Education
Bachelor of Science - Computer Application
Amrita School of Arts And Sciences
Mysore 04.2001 -
High School Diploma -
Jnanabharathi Higher Primary School
Kushalnagar, 571234 03.2016 - 01.2017
Skills
Troubleshooting and Analysis
Accomplishments
- Supervised team of 16 staff members.
- Resolved product issue through consumer testing.
- Converted the customer DSAT's to CSAT's.
- Handled Severity 1 cases when it was needed.
- SME for DEAD Director resolution and SRDF resolution.
- Service Processor and MMCS onfloor SME
Certification
VMAX All Flash Fundamentals
Interests
Primary Storage
High-end Storage
VMAX / VMAX 3 / VMAX AFA / PowerMAX
Timeline
SME
Wirpo
07.2022 - Current
Technical Support Hardware Engineer
Wipro - Dell
07.2021 - Current
High School Diploma -
Jnanabharathi Higher Primary School
03.2016 - 01.2017
Bachelor of Science - Computer Application
Amrita School of Arts And Sciences
04.2001 -
Owned Knowledge Based Articles
Article ID : 000213970
Article Title : VMAX3, VMAX AFA, and PowerMax : Script 04DB.xx fails for eNas / CS-0 / CS-1
This article was created to advise TSE's on resolving eNAS issues on Powermax arrays.
Article ID : 000216744
Article Title : VMAX3 and PowerMax: The newly installed component cannot be used (SPS Tray Replacement)
This article was created to advise TSE's on resolving SPS Tray replacement failures.
Article ID : 000215983
Article Title : VMAX AFA, PowerMax: 7F78.01 with 3D10.3F for failed Snapshot
This article was created to advise TSE's on checking the failed snapshots.
Article ID : 000215983
Article Title : PowerMax: Director replacement RedBox - Directors seems to be online and running but without Ethernet communication
This article was created to advise TSE's on resolving failed director replacement.
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