Prashanth Kumar J
Senior technical support engineer
Hyderabad,Telangana
Summary
Accomplished Senior Technical Support Engineer with a proven track record at Persistent Systems, adept in Linux Administration and offering exceptional problem-solving skills. Excelled in deploying and optimizing GCP Cloud solutions, significantly enhancing customer success. Renowned for collaborative teamwork and technical acumen, consistently delivering beyond expectations.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Senior Technical Support Engineer
Persistent Systems
05.2020 - Current
- Currently working for Google's Backup & DR Service.
- Provide technical support and troubleshooting assistance to customers via various channels (GVC, Remote CLI, chat, etc.) related to Backup & DR Service issues.
- Troubleshooting server performance issues and providing the Root cause analysis.
- Troubleshooting the network related issues such as port issue, firewall, VPN issues.
- Design and implement optimized Backup SLA's depends on RTO & RPO.
- Assist customers with Deployments, configurations and upgrades.
- Backup & DR is integrated with various products such as VMware, OS, DBs and GCP Cloud, So we have to troubleshoot OS and DB side as well for product support.
- Identify and document customer issues, inquiries, and resolutions in a detailed and accurate manner.
- Collaborate with internal teams, including developers and GCP PM team, to escalate and resolve complex technical problems.
- Continuously expand knowledge and expertise in GCP cloud and Linux systems to effectively support customer needs.
- Create and maintain technical documentation, knowledge base articles, and FAQs for customer reference.
- Provide training and guidance to customers on GCP Backup & DR services best practices and troubleshooting techniques.
Customer Success Engineer
Actifio Technologies
01.2017 - 05.2020
- Worked on Various Actifio products( Global Manager, Report Server, Backup Server).
- Deployed the Actifio backup products like SKY(virtual Machine), CDS( IBM Hardware), CDX (Dell Hardware).
- Worked on various Hardware replacement such as ( IBM Servers, Netapp Storage).
- Diagnose the Root cause for the Hardware issue and perform the Cluster replacements.
- Ensure proper network connectivity for servers.
- Troubleshoot and resolve network-related issues affecting server communication ( VPN, Ports, Firewall,SMTP).
- Performed the Firmware upgrades based on the change request.
- Managing Disk Space, Processor, Memory and Network Utilization related to Linux server support during software installation.
- Worked on LVM Management and File system Management.
- Manage, coordinate, and implement software upgrades, patches, hot fixes on servers, workstations, and network hardware.
- Performed the periodic system schedule maintenance activity.
- LUN creation, Mapping LUNS to server and troubleshooting the LUN discovery issues.
- Troubleshooting the VMware related issues by analyzing the vmware bundle.
- Worked on Server decommissioning and ensure secure data disposal and proper documentation.
- Worked on User Access Management such as user access to servers, enforcing least privilege principles.
Education
B.tech - ECE
Jawaharlal Nehru Technological University
Hyderabad, India 08.2007 - 08.2011
Skills
Linux Administration
GCP Cloud
Azure Cloud
Virtualization Technologies
SQL
Networking
Certification
Google Cloud Certified Associate Cloud Engineer (Series ID:136612)
Timeline
Google Cloud Certified Associate Cloud Engineer (Series ID:136612)
04-2024
Senior Technical Support Engineer
Persistent Systems
05.2020 - Current
Customer Success Engineer
Actifio Technologies
01.2017 - 05.2020
B.tech - ECE
Jawaharlal Nehru Technological University
08.2007 - 08.2011
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