Rahul Kumar Pandey
Buxar
Summary
Dynamic Senior Engineer with extensive experience at LTIMINDTREE, excelling in technical issue resolution and cross-functional collaboration. Proven track record in optimizing workflows and mentoring teams, while adept in Windows Server and Microsoft Windows Failover Cluster technologies. Recognized for outstanding customer relationship management and achieving high satisfaction rates.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Engineer - Cloud and Infra Management
LTIMINDTREE
Bengaluru
08.2024 - Current
- Proactively monitor ticket queues and work on them in accordance with the adhered SLA.
- Collaborated with cross-functional teams to enhance product development processes.
- Mentored junior engineers through technical challenges and project workflows.
- Streamlined workflow processes to improve overall team efficiency and productivity.
- Resolved escalated customer issues in a timely manner.
- Managed cross-functional teams, fostering collaboration between engineering, manufacturing, and quality assurance departments.
- Configuration, administration, and performance-related troubleshooting experience on Windows servers and client machines, both physical and virtual. Receive escalated, technically complex, mission-critical, or politically hot customer issues, and maintain ownership of the ticket until the issue is resolved completely to their satisfaction.
- Skilled in handling technical issues for a premier line of business related to Hyper-V, Windows Failover Cluster, Storage, and Backup.
- Acquire and coordinate resources from other PODs as needed to resolve high-impact or pervasive technical issues affecting Microsoft's corporate clients.
Technical Support -Tier II
Concentrix
Pune
12.2019 - 08.2024
- Communicate with enterprise customers representing the Microsoft Windows Storage and High Availability team via telephone, written correspondence, or electronic service regarding technically complex, escalated problems with Microsoft software products.
- These problems will not only be technically complex but will be politically charged situations requiring the highest level of customer handling skills.
- Proactively monitoring ticket queues and work on them in accordance with adhered SLA.
- Configuration, administration, and performance related troubleshooting experience on Windows Servers / Client Machines, both physical and virtual.
- Receive escalated, technically complex mission critical or politically hot customer issues, and maintain ownership of the ticket until issue is resolved completely to their satisfaction.
- Skilled handling technical issues for premier line of business, related to Hyper-V, Windows Failover Cluster, Storage and Backup.
- Acquire & coordinate resources from other PODs as and when needed to resolve high impact or pervasive technical issues affecting Microsoft's corporate client.
- Co-ordinating with 3rd party vendors like HP, DELL, VMware etc. for troubleshooting hardware/ software related issues.
- 04/2022 Shabash Award (R&R), Concentrix
- Top achiever in CSAT and closures average for consecutive quarters.
Education
B.Tech - Mechanical Engineering
Hyderabad01.2018
Diploma in Production Technology -
MSME Tool Room (CITD)
Hyderabad01.2013
SSC -
Kendriya Vidyalaya
Buxar01.2009
Skills
- Windows Server
- Customer relationship management
- Effective communication
- Workflow optimization
- Technical issue resolution
- Cross-functional collaboration
- Mentoring others
- Adaptable thinking
- Incident Management
- Microsoft Windows Failover Cluster
- Hyper-V
- Storage and Backup technology
Certification
- Windows Operating System Fundamentals
- Microsoft MTA Certification
- Security Fundamentals
- Microsoft MTA certification
- Azure Fundamentals
- Microsoft Certified
- Windows Server Administration Fundamentals
- Networking Fundamentals
Awards
04/01/22, Shabash Award (R&R), Concentrix, Top achiever in CSAT and closures average for consecutive quarters.
Disclaimer
I hereby declare that the above information provided by me is true to the best of my knowledge.
Expected Ctc
Negotiable
Personal Information
- Total Experience: 4 years and 3 months
- Current CTC: 13.50 LPA
- Date of Birth: 03/20/94
Timeline
Senior Engineer - Cloud and Infra Management
LTIMINDTREE
08.2024 - Current
Technical Support -Tier II
Concentrix
12.2019 - 08.2024
B.Tech - Mechanical Engineering
Diploma in Production Technology -
MSME Tool Room (CITD)
SSC -
Kendriya Vidyalaya