PRADEEP KUMAR S
Bangaluru
Summary
Experienced Technical Support Engineer with over 10 years in incident management, focusing on diagnosing and resolving complex technical issues across varied IT environments. Skilled in leveraging Dynatrace, Grafana, and Splunk for incident response and reporting. Demonstrated expertise in major incident management, stakeholder communication, and process optimisation using AWS, Azure, and SQL.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Engineer, Technical Support
Dell Technologies
Bangalore
01.2023 - 04.2024
- Root Cause Analysis: Collaborated with technical and application teams to diagnose root causes of incidents, develop recovery strategies, and prepare detailed incident reports and RCAs.
- Coordinated end-to-end incident response, delivering immediate support and ensuring timely resolution through collaboration with technical teams.
- Utilised Dynatrace, Grafana, & Splunk for monitoring and error analysis; employed JIRA for data analysis & Scrum planning to tackle critical issues.
- Developed incident playbooks for handling payment gateway downtimes, improving recovery speed by 50%
Senior Technical Support Engineer
Justified Advertising Pvt. Ltd.
Bangalore
12.2018 - 12.2022
- Incident Management Oversight: Supervised the incident management process and guided team members in resolving high- priority incidents efficiently.
- Prioritised incidents by urgency and business impact, ensuring prompt resolution of critical issues.
- Postmortem Analysis: Conducted postmortem calls to analyze root causes and developed problem tickets with the development team for long-term solutions.
- Created and managed JIRA tickets for preventive issues, collaborating with LSE team to implement long-term fixes.
Senior Client Tech Support Associate
Dell International Services
Gurugram, Haryana
04.2014 - 08.2018
- Technical Issue Resolution: Delivered solutions for complex customer technical issues through thorough research and troubleshooting, improving customer satisfaction.
- Innovative Troubleshooting: Collaborated with software engineers and trainers to introduce innovative troubleshooting techniques and solutions.
- Customer Support Improvement: Contributed to projects that enhanced technical troubleshooting approaches and elevated customer service standards.
- Windows-related Issues: Ensured swift resolution of various Windows problems, minimizing downtime.
- Hardware Issue Resolution: Coordinated technician dispatch with replacement parts, achieving prompt on-site hardware repairs.
Education
BCA - Computer Application
Madurai Kamaraj University
Madurai01-2017
Skills
- Technical support
- Incident management
- Root cause analysis
- ServiceNow administration
- SQL proficiency
- AWS
- Azure AZ-104
- Splunk analysis
- Dynatrace monitoring
- Grafana monitoring tools
- ITIL v4 certification
- Agile management
- Cross-functional collaboration
- Customer satisfaction
- Confluence documentation
Certification
- Project Management, LearnTube by Career Ninja, 2019-01-01
- AWS, Edureka, 2024-01-01
- ITIL V4 Foundation
Languages Known
English
Hindi
Tamil
Custom
Senior Technical Support Engineer with 10+ years in Incident Management, excelling in diagnosing and resolving complex technical issues across diverse IT environments., Incident Response Coordination, utilizing Dynatrace, Grafana, and Splunk for effective troubleshooting and incident reporting., Cross-Functional Collaboration, proficient in JIRA, ServiceNow, and Confluence for data analysis, incident tracking, and process improvement., Major Incident Management, including escalation, stakeholder communication, and post-incident reviews for timely resolution., Technical Excellence, leveraging AWS, Azure AZ-104, and SQL to drive process optimization and technological advancements., Innovative Problem Solver, adept at troubleshooting across Windows, Linux, and MacOS, & enhancing customer satisfaction through effective issue resolution.
Interests
- Listening to Music
- Riding Motorcycle
Timeline
Senior Engineer, Technical Support
Dell Technologies
01.2023 - 04.2024
Senior Technical Support Engineer
Justified Advertising Pvt. Ltd.
12.2018 - 12.2022
Senior Client Tech Support Associate
Dell International Services
04.2014 - 08.2018
BCA - Computer Application
Madurai Kamaraj University