Kishore S
Bangalore
Summary
To pursue a challenging career involving my technical and interpersonal skills, to give an outstanding performance to the organization, with utmost dedication and commitment.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Solution Center-Technical
HPE
Bangalore
10.2023 - Current
- Diagnosed and resolved technical issues on basic compute products to high-end compute products.
- Collaborated closely with aligned team members to achieve team performance and outcomes.
- Supported implementation of new technologies to enhance server efficiency.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Conducted root cause analysis to identify recurring issues and implement solutions.
- Worked on escalated customer issues by collaborating with the next-level support team.
- Attempted recovery calls on dissatisfied customers with empathy and professionalism to turn around satisfied customers.
L1 Server Support Engineer
TekSystems
Bangalore
01.2022 - 09.2023
- Resolved 95% of escalated cases within specified SLAs, ensuring timely customer support.
- Provided technical support for server-related issues in a fast-paced environment.
- Collaborated with cross-functional teams to troubleshoot complex service-related issues.
- Monitored servers post-critical patches to identify and implement improvement opportunities.
- Documented troubleshooting processes and technical solutions for future reference.
- Configured and deployed server hardware and software effectively.
- Conducted training sessions for new engineers on server products.
Associate Prof-Infrastructure
Sutherland Global Services Private Ltd.
02.2021 - 07.2021
- Provided Level 1 technical support through calls, via remote sessions, and chats to resolve customer queries, and configuration and firmware upgrades.
- Conducted regular follow-ups with customers, offering updates and tailored action plans.
- Escalated critical tickets to Level 2 support when issues exceeded Level 1 capabilities.
- Leveraged log analysis to identify the root cause analysis of critical network outages, resolving issues, and minimizing downtime.
- Expedited resolution of 30+ critical cases per month, adhering to SLAs, and enhancing client satisfaction.
- Achieved top scorer status during training period for outstanding performance.
- Gained expertise in NAS, DAS, SAN/FABRIC, RAID protection, and backup technologies.
Intern
Abstream Technologies
01.2020 - 12.2020
- Company Overview: Internship on Enterprise Technology.
- Experience in Storage Area Networking technologies and associated protocols like FCP and iSCSI.
- Activities: Array installation, V-disc creation, LUN mapping, Snapshot scheduling, multi-pathing configuration.
- Internship on Enterprise Technology.
Education
BE - Electronics and communication Engineering
Global Academy of Technology
Bengaluru07.2019
Diploma - Electronics and Communication
Rajiv Gandhi Polytechnic (DTE)
Bengaluru05.2015
SSLC - State
The New Cambridge High School
Bengaluru04.2011
Skills
- Server configuration
- Root cause analysis
- Problem solving
- Calm under pressure
- Effective communication
- Team leadership and training
- Security zoning and mapping
- LUN masking and RAID management
- Backup technologies
- Local and site replication
Certification
Abstream Certified Professional on Enterprise Technology (ACPET)
Certified Professional on Data Center Virtualization
Disclaimer
- I hereby declare that all the above information is true to the best of my knowledge and belief.
Accomplishments
- Recognised as top performer
- Certified in VMware vSphere 8.x Professional
- Pursuing Azure -104 Administration
Affiliations
- Managed a complex caseload of customer issues while simultaneously mentoring and onboarding new engineers.
- Served as an active member of key initiatives within the department ("tower"), contributing to projects beyond daily responsibilities.
- Initiated proactive recovery calls to dissatisfied customers, successfully escalating critical issues and improving overall customer satisfaction.
Timeline
Customer Solution Center-Technical
HPE
10.2023 - Current
L1 Server Support Engineer
TekSystems
01.2022 - 09.2023
Associate Prof-Infrastructure
Sutherland Global Services Private Ltd.
02.2021 - 07.2021
Intern
Abstream Technologies
01.2020 - 12.2020
BE - Electronics and communication Engineering
Global Academy of Technology
Diploma - Electronics and Communication
Rajiv Gandhi Polytechnic (DTE)
SSLC - State
The New Cambridge High School