Prayag Raj Trivedi
Pune
Summary
Dedicated Technical Support Engineer with 5+ years of expertise in Veritas NetBackup, specializing in troubleshooting, installation, and configuration. Proven track record of delivering high-quality support, resolving complex technical issues, and ensuring client satisfaction. Experienced in collaborating with cross-functional teams, managing escalations, and creating technical documentation. Strong leadership skills demonstrated through managing small teams and training new hires.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer – NetBackup
Veritas Technologies LLC
Pune
04.2022 - Current
- Deliver expert support for Veritas NetBackup installations, configurations, troubleshooting, and upgrades, ensuring minimal downtime for clients.
- Diagnose and resolve issues related to backups, restores, media management, and connectivity, achieving a resolution rate of over 95% within SLAs.
- Provide technical assistance through phone, email, and ticketing systems (OSVC and Salesforce Lightning), ensuring exceptional customer service and satisfaction.
- Handle all severity cases (Sev-1 to Sev-4) and provide on-the-spot support for Sev-1 cases via Zoom sessions.
- Manage and resolve core issues, including backup failures, socket errors, tape library management, and certificate-related cases, ensuring optimal system performance.
- Experienced in configuring, managing, monitoring, and troubleshooting backup infrastructures, including file/folder, snapshot-level, and catalog backups for VMware.
- Proficient in backup duplication processes, storage lifecycle policies, and managing both tape and disk backups.
- Restore and recover data across various platforms, including file-level, VMware, Hyper-V, and SQL databases.
- Generate and configure comprehensive reports in OpsCenter, such as daily/weekly reports and failure analysis.
- Collaborate with engineering teams to identify root causes of escalated incidents and implement timely solutions.
- Conduct training sessions for new hires and ongoing training for staff on best practices.
- Ensure compliance with SLAs and manage internal/external audits for the backup infrastructure.
- Provide 24x7 support for critical issues, including NBWMC downtime and catalog corruption, across multiple NetBackup versions (8.2, 9.X, 10.X).
System Administrator
Panamax Infotech Ltd
Ahmedabad
09.2018 - 04.2022
- Managed IT infrastructure, including servers, storage, and network devices, ensuring optimal performance and security
- Implemented system backups and disaster recovery solutions across both Windows and Linux environments, enhancing data integrity and availability
- Provided technical support to internal teams for system-related issues, demonstrating strong problem-solving skills and a commitment to service excellence
- Monitored system health, performed regular updates and patches, and responded promptly to incidents, ensuring compliance with organizational policies
- Identified, investigated, and diagnosed issues, conducting root cause analysis to prevent future occurrences and improve system reliability
- Gave inductions to new joiners, guiding them on company policies, procedures, and system usage
Education
Bachelor of Technology - Computer Science
Maharshi Arvind Institute of Engineering and Technology
Jaipur06.2015
Skills
- Data Backup
- Cloud Storage
- Disaster Recovery
- Disk Storage
- Linux
- Windows
- Unix OS
- Troubleshooting
- Incident Management
- Ticketing Systems
- Active Directory
- Firewall
- VPN
- DHCP
- DNS
- VMware
- PRTG Monitoring System
- Office 365
- Antivirus Software
- PowerShell
- Batch Scripting
- Technical writing
- Creating SOPs
- Knowledge base articles
Accomplishments
- Supervised a team of 5 staff members during critical project phases, enhancing team collaboration and output quality.
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Timeline
Technical Support Engineer – NetBackup
Veritas Technologies LLC
04.2022 - Current
System Administrator
Panamax Infotech Ltd
09.2018 - 04.2022
Bachelor of Technology - Computer Science
Maharshi Arvind Institute of Engineering and Technology