Photography
Customer-focused professional with successful 11-years career in Support sector. Dynamic successful applying Customer handle skill and Management in busy business environment.
Hi, I’m
Priyangshu Kalita
Cloud Support Engineer 2
Bangalore
Summary
Overview
12
years of professional experience
4
years of post-secondary education
1
Certification
6
Languages
Work History
Amazon Web Services ( AWS) Bangalore
Cloud Solutions Engineer 2
11.2020 - Current
Job overview
- Provide Support services that focus on Storage and Content Delivery technologies including S3, SES, CloudFront, Lambda, Lambda@edge, Storage Gateway, Elastic Transcoder, Glacier, Snowball and Media Services.
- Work on critical, highly complex customer problems that will span multiple AWS services.
- Troubleshoot application deployments, recreate customer issues, and build proof of concept applications.
- Dive deep to resolve problems at their root, looking for failure patterns and suggest fixes.
- Apply advanced troubleshooting techniques to provide unique solutions depending on customer use cases.
- Leverage extensive support experience to work with internal AWS teams on improving our services.
- Drive projects that improve support-related processes and our customers' technical support experience.
- Drive customer communication during critical events
- Training and Mentoring New Engineering
- Lead VOTE ( Voice Of The Engineer) team . Worked with both Management and Engineers to maintain a healthy work environment
- Create Knowledge Articles
Akamai Technologies BangaloreBangalore
Technical Solutions Engineer
06.2017 - 11.2020
Job overview
- Support for Content Delivery Network issue
- DNS and HTTP/ HTTPS troubleshooting
- Addressing and fixing Open API issues
- Addressing Website Certificate Management issue.
- Data Analysis using Bash / Python/ SQL scripts
- Experience to capture and analyze web traffic
- Check Web performance using tools like wireshark, MTR trace, Traceroute , HAR , etc
- Account management
- Akamai Control Center Management
- Working with MSL 4 , MSL 3.2 , Download Delivery , Netstorage , Image Manager and multiple Akamai products
- Worked in UNIX/Linux based environments.
Hewlett Packard Inc.Bangalore
Technical Support Engineer -DSO
11.2015 - 06.2017
Job overview
- Troubleshoot issues related to Workstations, Thin clients and RPOS units.
- Troubleshooting Virtual computing like Citrix, VMWare and MS RDP.
- Networking Troubleshooting
- Work with L3 engineers and provide solutions.
- Diagnosing and resolving Technical issues or conflicts
- Creating a virtual lab and replicating the issues.
- Served as primary point of contact for support relating to owned solutions and products.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Designed tailored engineering solutions for customers based upon key requirements.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Maintained response times to support business continuity.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Hewlett PackardBangalore
L2 Technical Support Engineer
05.2013 - 11.2015
Job overview
- Troubleshooting hardware related issues.
- Support end-users on Microsoft operating systems, Microsoft Office applications, Skype, Lyn
- Support and Respond to desktop/Notebook end user issue
- Analyze, Install, Modify, and Repair PC Software, Operating System
- Screening Cases for Bench Repair.
- Provide training to the L1 with the needed extensive troubleshooting steps for complex issues.
- DA ( Diagnosis Accuracy) and NMU ( No Materials Used) Analysis
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
Hewlett PackardBangalore
L1 Technical Support Engineer
08.2011 - 11.2013
Job overview
- Provide assistance to Onsite Partner Team on DST process and High priority Accounts
- Provide FE validations for parts which are obsolete and identified by DST
- Provide assistance to Onsite CE Engineers on both Desktop and Notebook Product line for SEA region.
- Help FLA team meet the Service level. Employee should be willing to support Ops Team in various projects / programs across SEA region
- Support HP Mobile Connect
- Support GS1 on ServiceONE support for SEA Channel Partners and provide technical resolution on complex issues, branding and MPM Unlock
- Jointly work with Customers and ATS team to provide quicker resolution.
- Work with Tech leads in providing quicker resolution on BIOS/TPM Password Reset.
- Troubleshoot SNIC=1 above cases, complex cases and Bench failed cases
- Connected to computer of client using remote link to install programs and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with outside departments to implement system-wide improvements.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
Education
BIST, Bharath University Chennai, Tamil Nadu, India
Bachelor of Technology from Bio-Informatics
06.2007 - 05.2011
University Overview
Gurukul Grammar Senior Secondary SchoolGuwahati, Assam, India
10+2 from Science Education
04.2001
University Overview
Shrimanta Shankar AcademyGuwahati, Assam, India
10th
04.2001
University Overview
Skills
AWS Cloudfront ,SES , SNS ,S3,
undefinedCertification
AWS Solutions Architect Associate
AWS Solutions Architect Certification
AWS Solutions Architect Certification
AWS Certified Solutions Architect Associate
Interests
Weight Training
Event Organizing
Singing
Timeline
Cloud Solutions Engineer 2
Amazon Web Services ( AWS)
11.2020 - Current
Technical Solutions Engineer
Akamai Technologies Bangalore
06.2017 - 11.2020
Technical Support Engineer -DSO
Hewlett Packard Inc.
11.2015 - 06.2017
L2 Technical Support Engineer
Hewlett Packard
05.2013 - 11.2015
L1 Technical Support Engineer
Hewlett Packard
08.2011 - 11.2013
BIST, Bharath University
Bachelor of Technology from Bio-Informatics
06.2007 - 05.2011
Gurukul Grammar Senior Secondary School
10+2 from Science Education
04.2001
Shrimanta Shankar Academy
10th
04.2001
AWS Solutions Architect Associate
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