Pavan Kumar Raghavaraju

• Swarm Lead

Provide advanced technical troubleshooting support to TSA & TSE teams, ensuring swift resolution of complex and escalated issues.
• Participate in internal tools testing and product validation for Backup Exec, DLO, and System Recovery.
• Attend client calls and meetings for high-ageing cases and product releases, offering expert guidance and solutions.
• Monitor and analyze high-ageing cases, assisting team members in effective case resolution and closure.
• Conduct DSAT (Dissatisfaction) analysis to identify root causes of customer dissatisfaction and implement corrective actions.
• Analyze trends in case generation, identify product bugs, and provide feedback to product teams to reduce recurring issues.
• Organize targeted knowledge upskill training sessions and act as team lead in the absence of the manager.

• • Led technical support for Backup Exec, DLO & VSR, specializing in configuration, deployment, and management.
  • Installed, modified, and repaired software/hardware to resolve technical issues and ensure optimal system performance.
  • Managed backup schedules, data recovery, and proactive monitoring of backup alert failures and tape library capacity.
  • Performed root cause analysis and troubleshooting for server/client issues, database backup failures, and network performance concerns.
  • Set up and maintained storage devices, volume/disk pools, and implemented monitoring and replication strategies.
  • Conducted Windows client installations/upgrades, managed license utilization reporting, and maintained media inventory.
  • Administered Windows systems, including file system and database maintenance, SQL and SharePoint backups, and user rights configuration in Active Directory.
  • Supported environments involving Windows servers, VMware, Hyper-V, SharePoint, SQL, CAS, and MBES.
  • Oversaw daily operations, coordinated assignments, motivated team members, and evaluated team performance.
  • Developed and optimized SOPs, conducted root cause analysis, and analyzed department metrics for reporting.
  • Provided technical assistance to customers, collected feedback, and maintained vendor relationships.

• Led operational activities for Veritas Backup Exec and Veritas Desktop & Laptop Option platforms.
• Recruited, trained, and mentored over 30 new employees, developing training materials and tracking skill development.
• Monitored production efforts, performed quality control, and enforced company policies.
• Developed and optimized SOPs, conducted root cause analysis, and analyzed department metrics.
• Provided technical assistance to customers, collected and analyzed feedback, and managed vendor relationships.
• Created and updated technical documentation and ensured compliance with regulatory standards.

• Delivered expert technical assistance for BELL CANADA ISP in a high-volume call center environment.
• Managed incident response lifecycle, handled high volume of customer interactions, and collaborated with cross-functional teams.
• Diagnosed and troubleshot software, hardware, and networking issues.
• Performed malware, ransomware, and threat removal; configured and deployed new software/hardware.
• Assisted in system security protocols, preventive maintenance, and user account management.
• Contributed to staff training and streamlined support procedures.

• Worked in Apollo Hospitals for 4 ½ years as a Radiation Technologist.
• Computerized Xray, Theater Radiography, Fluroscopy, Computed Topography Scan which includes Angiograms & Dental Radiography.

IT Service Management Foundation Bridge based on ISO/IEC 20000.

ITIL® V3 Foundation.