Rahul S

• Experienced in troubleshooting and resolving complex issues related to SFA storage systems
• Providing L1 support to High Performance Computing customer and co-ordinate with L2/L3 support/development team to resolve the EXAScaler [Lustre], GRIDScaler [GPFS] filesystem issues
• Skilled in using diagnostic tools and techniques to identify and address hardware and software issues
• Prepare upgrade plan for DDN storage systems, EXAScaler [Lustre], GRIDScaler [GPFS], InfiniBand switches [Mellanox] and Fabric switches [Brocade]
• Remotely assist HPC customer during an upgrade of SFA OS and another components
• Assisted team members with complex cases and provided guidance on best practices
• Ensured seamless shift transitions and maintained high levels of customer satisfaction.

Additional responsibilities:

Duty Manager during APAC shift, managing all Sev1 cases.

• Coordinated and led the resolution of critical incidents, ensuring minimal downtime and impact on operations.
• Liaised with cross-functional teams to provide timely updates and solutions to high-priority issues.

Proactive Support for EMEA customers.

• Conducted regular system health checks and preventive maintenance to avoid potential issues.
• Provided tailored support and solutions to meet the specific needs of EMEA customers.

• Worked as a technical support engineer for NetApp Enterprise storage systems to administer and troubleshoot any issue with the NetApp hardware
• Troubleshoot hardware issues such as disk faults, PSU faults, IOM modules, cabling (stack or looping), PCM etc for NetApp FAS filers deployed in customer’s enterprise environment
• Resolve issues with data storage arrays and work with the storage system administrators to prevent further issues
• Administers NetApp with current version ONTAP (7-mode and Cluster mode) management console; Data Fabric Manager (DFM); Operations Manager
• Perform NetApp storage compatibility check with different type of hosts using tools
• Identify and request part for any hardware failure (disks, PSUs, memory etc).

• Monitoring Virtual desktop infrastructure and remote desktop issues
• Working knowledge of Active directory and GCP with respect to service desk
• Google admin console access to assist users on account access issues and support activities such as mail forwarding, recall and other functionality requests
• Wireless and Wired network connectivity issues on the user’s mobile devices
• Assist with VPN related issues and troubleshooting VPN software like Pulse secure, Global protect and Cisco Any Connect
• Handling outages, high priority tickets and reporting issues to M&R team to work with the resolver teams to fix issues
• Preparing Knowledgebase Information for supporting products and client-oriented protocols
• Preparing reports, analyzing and working on call volume reductions in service desk and established patterns to reoccurring issues and provides input to development teams.

• Primary goal of the team was to assist customers in handling complaints in accordance with the company’s guidelines and policies
• The main task is to keep an eye on ongoing cases to monitor it’s progress and take immediate mitigation action in case a gap is found out in the planned goal due to any risk
• Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes Manage incident management bridge calls with support teams, on-call support application teams and management
• Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process Strong working knowledge of tools such as Salesforce and Microsoft SharePoint.