Prakhar Srivastava
Banglore
Summary
Results-driven Customer Success Engineer with hands-on experience in enhancing customer satisfaction and retention. Results-focused, professional with several years of proven success in developing and leading cross-functional technical teams to execute and deliver major technology initiatives. Demonstrates expertise in vdi, desktop, remote access, thin clients and video conferencing. Highly-effective communication facilitator and contributor to key partnerships, projects and collective team objectives across, telecom, network, hosting, security, governance and vendor management to achieve positive impact on all business outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Engineer II
Rubrik
Banglore
01.2024 - Current
- Provide comprehensive technical support across all levels, from resolving basic user inquiries to addressing complex technical issues requiring advanced troubleshooting and problem-solving skills
- Actively listen to customer concerns, apply effective troubleshooting and root cause analysis techniques, and implement targeted solutions to ensure issue resolution
- Advise customers and partners on cloud infrastructure-as-a-service (IaaS) solutions, offering guidance on best practices and optimal usage to support their business needs
- Effectively manage support cases by resolving issues promptly and proactively coordinating with relevant resources to ensure high customer satisfaction
- Possess hands-on experience with VMware, Linux, Google Cloud Platform (GCP), AWS, Microsoft Azure, SQL, SaaS applications, cloud-based app management, and Nutanix infrastructure
- Troubleshoot complex technical challenges involving snapshots, replication, data recovery, cloud infrastructure, network configurations, and VMware environment management
Technical Support Engineer - L2
Wipro Technologies
Hyderabad
10.2021 - 12.2023
- Assisted end users in seamlessly integrating RecoverPoint and RP4VM with both Dell and non-Dell storage environments, ensuring smooth interoperability
- Administered remote diagnostics and corrective maintenance procedures for replication, snapshots, backups, virtualization, and networking, all in the context of storage systems
- Demonstrated command-line expertise in Linux systems, including SUSE and Kali distributions, enabling efficient system management and troubleshooting
- Effectively resolved issues related to the vCenter RP4VM plugin, addressing VMs and snapshot-related concerns while also participating in recovery activities
- Specialized in troubleshooting on Linux systems through the command line interface (CLI), resolving RecoverPoint endpoint issues, diagnosing hardware issues, managing maintenance failures, addressing replication-related challenges, and applying upgrades, hot-fixes, and patches using both CLI and GUI interfaces
Technical Support Engineer - L1
Wipro Technologies
Hyderabad
11.2019 - 10.2021
- Served as primary point of contact for Globally distributed customer base who operate Dell's RecoverPoint
- Responded promptly to support requests from end users, offering patient guidance through fundamental troubleshooting procedures
- Evaluated both hardware and software components of systems, recommending modifications aimed at reducing downtime and enhancing overall performance
- Conducted Root Cause Analyses (RCAs) and effectively communicated findings to relevant customers, contributing to continuous improvement initiatives
Education
Masters of Technology - IT
Birla Institute of Technology and Science
Pilani12.2023
Bachelors of Computer Application -
Babu Banarasi Das University
Lucknow06.2019
Skills
- Data Protection Technologies [RecoverPoint, RP4VM]
- Rubrik
- Rubrik Security Cloud
- Backup and replication
- Disaster Recovery/Restore
- SaaS system
- Nutanix
- Vmware
- Cloud Platforms
- Azure
- AWS
- GCP
- Storage and data recovery
- Networking
Certification
- Certified Information Security and Ethical Hacking accredited by CRISIL.
Digital Sales certification by Google
Commvault Technical Sales Professional
DEA-1TT4 Information Storage and Management
Micro Certification - Welcome to Service Now
Oracle Associate Cloud Infrastructure Foundations
Rubrik Certified System Administrator - 9.2
Accomplishments
- Awarded as Best L1 engineer for 100% Customer Satisfaction
- Contributed to the knowledge base by authoring and publishing a series of in-depth articles on RecoverPoint and Rubrik
Languages
- English
- Hindi
Timeline
Customer Success Engineer II
Rubrik
01.2024 - Current
Technical Support Engineer - L2
Wipro Technologies
10.2021 - 12.2023
Technical Support Engineer - L1
Wipro Technologies
11.2019 - 10.2021
Masters of Technology - IT
Birla Institute of Technology and Science
Bachelors of Computer Application -
Babu Banarasi Das University
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