Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
RAHUL KUMAR SHARMA

RAHUL KUMAR SHARMA

Bengaluru

Summary

Results-driven Technical Support Engineer with over five years of experience delivering complex technical support for enterprise storage technologies. Proven expertise in troubleshooting and root cause analysis, with a strong focus on storage solutions, networking, and hardware lifecycle management. Passionate about mentoring teams, expanding knowledge bases, and driving continuous improvement to ensure exceptional customer satisfaction.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer

NetApp
Bangalore
12.2024 - Current
  • Serving as subject matter expert in NetApp ONTAP and associated storage technologies.
  • Leading resolution efforts for complex technical issues, collaborating with cross-functional teams.
  • Provides advanced troubleshooting to address customer challenges effectively.
  • Conducting comprehensive analyses of customer environments to identify root causes.
  • Working on enterprise storage technologies including RAID, WAFL, SAN, NAS, and networking.
  • Troubleshot on-premise(hardware), virtual system and core OS-Linux systems issues, along with networking problems.
  • Engaging with engineering for bug identification and improvement initiatives.
  • Mentoring junior team members, fostering a culture of growth and knowledge sharing.

Technical Support Engineer

NetApp
Bengaluru
09.2021 - 11.2024
  • As a Level 2 Engineer, our job is to troubleshoot, diagnose, and resolve customer issues, while maintaining a high level of customer satisfaction.
  • Providing expert-level support on Enterprise Server Models, storage/network controllers, storage networking, hard disks, and SSDs, with detailed knowledge of features and functions.
  • Dealing with enterprise processor architectures, memory hierarchy, and hardware-level security.
  • Working in a complex networking environment, including concepts (TCP/IP, UDP, DNS, etc.).
  • Hardware Lifecycle Management: Including hardware, firmware, and installation, configuration, support, and maintenance of compute infrastructure management and monitoring tools.
  • Evaluating technologies that support Linux and virtualized platforms.
  • Experienced in physical server deployments and cloud-based environments.
  • Mentoring junior resources, and documenting support interactions, procedures, and solutions for knowledge sharing and process improvement.
  • Performed system maintenance, ensuring system reliability, and security.
  • Developed and implemented best practices for customer support that ensured customer issues were addressed promptly.
  • Researched and identified potential solutions for complex customer issues, and worked with development teams to fix software bugs.

Technical Support Intern

NetApp
Bengaluru
08.2020 - 08.2021
  • As a Technical Support Intern, I learned about the Support Centre's workflow.
  • Troubleshooting hardware, core, and networking enterprise system issues.
  • Hardware Lifecycle Management: Including hardware/firmware and installation, configuration, support, and maintenance of computing infrastructure management and monitoring tools.
  • Working in linux-based operating system.
  • Exposure to cloud technologies such as AWS, and Azure.
  • Intern Project: Identified an enhancement opportunity in the present troubleshooting system, created a model, and showcased it to the organization's bigger audience.

Education

Master of Computer Application -

Vellore Institute of Technology
Chennai
06.2021

Bachelor Of Computer Applications -

Birla Institute of Technology
Ranchi
05.2019

Intermediate -

Chinmaya Vidyalaya
Jamshedpur
03.2016

Matriculation -

Chinmaya Vidyalaya
Jamshedpur
03.2014

Skills

  • OS Level: Linux, Windows
  • Programming languages: C
  • MS Office
  • Storage enterprise: hardware, core, networking
  • Storage technology: disk level, memory level, OS level, firmware, life cycle, RAID, and WAFL
  • Networking: Protocols (TCP/IP, UDP, DNS, DHCP, HTTP/HTTPS), Layer 2/3 Networking (VLANs, Subnetting, Routing, Switching)
  • Storage networking: NAS, SAN, Fibre Channel
  • Troubleshooting: RCA, OS-Level(process logs, kernel panic analysis, system recovery), Hardware, Networking
  • Team Management
  • Decision Making
  • Leadership

Certification

  • NetApp Certified Technology Associate (NCTA)
  • Azure Fundamentals (AZ-900)
  • The Complete Salesforce Certified Associate Course
  • Customer Success Manager: Fundamentals to your CSM career
  • Customer Success | How to Put Your Customers First
  • Cyber Security Awareness Training

Timeline

Senior Technical Support Engineer

NetApp
12.2024 - Current

Technical Support Engineer

NetApp
09.2021 - 11.2024

Technical Support Intern

NetApp
08.2020 - 08.2021

Master of Computer Application -

Vellore Institute of Technology

Bachelor Of Computer Applications -

Birla Institute of Technology

Intermediate -

Chinmaya Vidyalaya

Matriculation -

Chinmaya Vidyalaya
RAHUL KUMAR SHARMA