Kavana S S
Bangalore
Summary
Result-oriented professional offering nearly 4 years of experience in technical troubleshooting and support role, Backup Management (NDMP AND SYNCIQ), Linux filesystem management, Protocols Handling (SMB, NFS, FTP) and cloud operations to other storage. Currently associated with EMC, POWERSCALE, As a service provider and L2 storage administrator to thousands of customer storage boxes through service now, live chat and Service Request Management in Bengaluru as Technical Troubleshooting Engineer. Proficient in Linux, GUI management, remote connection and VMWare and Docker; worked on various customer environments like government site and security storage efficiently. Hands on Linux and Docker, Backlog management; hands-on in DNS resolving, Smartconnect and networking troubleshooting. Successfully showcased my ability and Knowledge of evolved powerscale and its services and reached L2 role, currently assisting L1 Engineers and help them provide better service. Expertise in enhancing productivity by optimizing resource utilization, augmenting manufacturing & operational efficiency, improving quality and achieving lesser escalation with 100% customer satisfaction. Strong exposure in ITIL Framework and assure maximum quality and reliability by establishing effective quality control inspections, tests and corrective procedures. Impressive success in implementing various standards to improve the team performance in providing better quality & services; Also have enough experience and succeeded in leading a team of 50 resources, establishing trainings, monitoring & measuring performance followed by evaluating and improving continually. A performance-driven support engineer, spearheading the entire product lifecycle — from conceptualization and detailed design to the critical stages of production release and approval cycle. An accomplished technical support engineer and team manager, overseeing the complete product lifecycle from inception and intricate design to final production release and approval phases. A proactive technical support engineer at the forefront, guiding the end-to-end product journey, including conceptualization, detailed design, production release, and approval cycles.
Overview
6
6
years of professional experience
Work History
Backlog and break fix support for SMB, NFS and Backups
Wipro Technologies
Bangalore
03.2021 - Current
- Efficiently achieved better resolution rate with 100% customer satisfaction and resolving customer’s critical business impacts because of Data Unavailability or Data Loss.
- Creating Documentation and SOP’s helpful for other Engineers and end users helping with the issue.
- Assisting customer over live chat and giving onspot resolution and achieved best customer satisfaction survey count and topped the team.
L2 Role with team managing responsibility
Wipro Technologies
Bangalore
03.2021 - Current
- Successfully managed a team of 50 persons along with newbies and providing them easy assistance throughout the issue resolution.
- Jumping on Escalation calls along with clients for reassurance on our product and showcase our ability to help them.
- Efficiently helping team in reducing backlogs and able to reach 'First Class Service Provider and Outstanding Contribution to team awards'.
Technical Support Engineer
Wipro Technologies
Bangalore
10.2019 - Current
- Designated support engineer handling auto generated requests for hardware and admin related issue for Isilon storage.
- Creating better communication with customer and problem solving.
- Attending advanced trainings to upskill the product knowledge.
Education
Master's Master of Technology - COMPUTER AND INFORMATION SCIENCES
01.2026
Bachelor's - Mathematics and Physics
Tumkur01.2026
Skills
- Powerscale (NAS)
- Linux
- Protocols (SMB, NFS)
- Backup management
- GUI
- VMware
- AWS cloud practitioner (beginner)
- GUI management
- Networking (Smartconnect and DNS)
- Fast Learner and adoptive
Personal Information
Date of Birth: 03/07/98
Languages
- Kannada
- Hindi
- English
- Kannada
- Hindi
Timeline
Backlog and break fix support for SMB, NFS and Backups
Wipro Technologies
03.2021 - Current
L2 Role with team managing responsibility
Wipro Technologies
03.2021 - Current
Technical Support Engineer
Wipro Technologies
10.2019 - Current