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
Chennai06.2021
Bachelor Of Computer Applications -
Birla Institute of Technology
Ranchi05.2019
Intermediate -
Chinmaya Vidyalaya
Jamshedpur03.2016
Matriculation -
Chinmaya Vidyalaya
Jamshedpur03.2014
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
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