Paventhan Muniswamy
Storage Software Engineer
Bengaluru
Summary
Diligent Senior Storage / Technical Support Engineer with 10+ years of experience in IT service delivery, technical support, and customer operations, specializing in Dell storage products and monitoring platforms. Demonstrated expertise in Dell SRM, CloudIQ, and APEX AIOps, supporting enterprise environments across PowerStore, Unity, and other midrange storage systems. Proven track record in storage health monitoring, telemetry analysis, performance and capacity troubleshooting, alert investigation, collector deployment and upgrades, and root cause analysis. Brings working knowledge of SQL and Python for data analysis, reporting, and trend identification, with exposure to data modeling and machine learning concepts to enhance operational insights. Recognized for strong problem-solving skills, effective collaboration with engineering and cross-functional teams, successful handling of high-severity incidents, and consistent delivery of stable, customer-focused solutions.
Overview
19
19
years of professional experience
5
5
Certifications
Work History
Storage Software Engineer
Dell Technologies
11.2021 - Current
Technical Support Engineer II – Storage Software.
- Provided L2/L3 technical support for storage software and monitoring platforms, supporting enterprise customers.
- Supported Dell storage software solutions, including CloudIQ, SRM, and APEX AIOps, integrated with midrange storage systems such as PowerStore and Unity.
- Troubleshot complex issues related to storage monitoring, telemetry, alerts, collector deployment, upgrades, and stability.
- Performed detailed log analysis and root cause analysis for recurring, high-impact issues.
- Supported storage software upgrades, patching, and post-upgrade validation.
- Worked closely with engineering teams to analyze defects and implement long-term fixes.
- Handled high-severity customer escalations with clear ownership and structured communication.
- Created technical documentation and knowledge articles to reduce repeat incidents.
- Mentored junior engineers, and acted as an escalation point for complex storage software cases.
Social Media Manager
Dell International Services
11.2010 - 11.2021
Dell International Services – Bangalore
Social Media Manager / Consumer Technical Support
- Acted as a dispatcher, triaging incoming issues, and routing cases to appropriate technical teams based on severity and product line.
- Managed multiple Dell official social media platforms, ensuring a consistent brand voice and message.
- Owned end-to-end customer communication, ensuring timely responses, and resolution updates.
- Coordinated with internal technical, logistics, and escalation teams to drive issue resolution.
- Maintained high customer satisfaction through clear communication and follow-ups.
- Identified recurring consumer issues, and contributed insights to improve support processes.
- Trained and mentored new team members on social media support workflows and tools.
Key Achievements:
- Best Dispatcher Award – Q2 FY17
- Consistently achieved 93%+ CSAT
Senior Customer Support Officer
Allsec Technologies Ltd.
07.2007 - 09.2010
- Resolved complex credit card and transaction issues, consistently achieving sales and service targets.
- Conducted surveys to generate leads and optimize operations.
- Ranked #1 across centers (Bangalore, Chennai, Manila) for performance.
Education
MBA - Human Resource & Finance
Manonmaniam Sundaranar University
Tirunelveli, India01.2014
B.Sc. - Chemistry, Botany, Zoology
Bangalore University
Bengaluru, India01.2009
Skills
Data Science & Analytics: SQL, Python, Pandas, NumPy, Scikit-learn, Matplotlib, Seaborn, Jupyter, Power BI, Tableau, Predictive Modeling, Bayesian Statistics, Regression, Experimentation, Data Cleaning & Transformation
IT & Cloud Solutions: Dell SRM, CloudIQ, APEX AIOps, Telemetry Monitoring, Troubleshooting, Log Analysis
Collaboration & Leadership: Mentoring, Onboarding, Cross-functional Teamwork, GitHub Version Control, OJT Delivery
Business & Operations: CRM, SLA/Case Management, Process Improvement, Business Insights
Proficient in SRM & CloudIQ (Collector upgrades, telemetry, RCA, log analysis)
Experienced with JIRA, Salesforce, Citrix, SharePoint, Prometheus, Sprinklr, MS Office
Certification
ISM v5 – Information Storage & Management
Timeline
Storage Software Engineer
Dell Technologies
11.2021 - Current
Social Media Manager
Dell International Services
11.2010 - 11.2021
Senior Customer Support Officer
Allsec Technologies Ltd.
07.2007 - 09.2010
MBA - Human Resource & Finance
Manonmaniam Sundaranar University
B.Sc. - Chemistry, Botany, Zoology
Bangalore University
DECLARATION
I hereby declare that the above-mentioned facts are true up to the best of my knowledge and belief. Date: 2021-01-03 Place: Bangalore
Data Science & Machine Learning Skills
- Modeling & Analytics: Expertise in supervised/unsupervised learning, predictive modeling, and marketing analytics with strong statistical foundation.
- Programming & Tools: Proficient in Python (PyCharm, Jupyter), SQL, and GitHub (CI/CD, version control); solid understanding of algorithms and data structures.
- ML & AI Frameworks: Hands-on with TensorFlow and PyTorch; experience in experimentation, model evaluation, and diagnostics; familiar with emerging areas such as LLMs and Generative AI.
- Cloud & Deployment: Experience deploying ML solutions on Microsoft Azure and AWS (S3, EC2, SageMaker).
- AI Operations: Knowledge of model testing, validation, and monitoring best practices.
- Collaboration & Communication: Strong problem-solving and cross-functional teamwork skills with a focus on actionable insights.