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,
AWS IAM , KMS
AWS Cloudwatch
AWS EC2
AWS Elemental Media connect ,Media Live , Media Tailor , Media Package, Media Store,
AWS Elastic Transcoder
Akamai Media Streaming Services
Akamai CDN
Network troubleshooting
EC2 troubleshooting
AWS VPC
Windows Troubleshooting
Linux Administration
SQL
AWS Athena
Certification
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