Rakesh HB

Qlik is a software company leader in the industry of Business Intelligence and Data analytics solutions. The company is well known for its products Qlikview, Qlik Sense, Qlik Sense Cloud (SaaS Version) and Nprinting. It has recently acquired Blendr.io, Nodegraph. AutoML is the new feature introduced.

I joined as Technical Support Engineer in November, 2020 and got promoted to Senior Technical Support Engineer in November, 2022.

As a Senior Technical Support Engineer, my main focus is to help customers to solve their Design, Development & Qlik Product related issues, from simple queries to very complex topics.

• Handling and answering questions on various complex problems that Qlik customers need help with.
• Troubleshooting & Debugging, even with Calls & Live Chats.
• Deep log files analysis capabilities.
• Duplicating and Reproducing Issues.
• Configuring, Deploying Qlik products in Multiple environments (Cloud, Servers).
• Creating IDPs (Identity Providers) such as Azure, AWS, Auth0, SAML, OKTA, other SSOs (single sign on) for Qlik Client Managed and SaaS deployments.
• Managing and Administering Qlik Products.
• Resolving customers and partners technical issues through diligent research, reproduction, and troubleshooting.
• Documenting and article creation.
• Taking responsibility for ensuring customers always receive first-class, timely support.
• Maintaining SLAs.
• Collaborating with wider Global support team to solve customer technical issues.
• Actively contributing with creating technical articles, using and maintaining Qlik knowledge base.
• Working in collaboration with R&D department to fix problem investigations and bugs, in order to deploy patches for future releases. • Also reporting feature requests that customers would like to be implemented in Qlik Products.

The journey started at Xerox...!

Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.

Started my position as,

• Infrastructure Management Associate (2 year 7 months).
• Infrastructure Management Analyst (1 year)

Atos India Pvt Limited took over Xerox, an ACS Company on 1st of July 2016 and the journey continued...!

• System Engineer (5 months)
• Senior System Engineer (7months)
• Associate Consultant (10 months)
• Consultant (1 year 1 month)

Atos is the global leader in secure and decarbonized digital with a range of market-leading digital solutions along with consultancy services, digital security and decarbonization offerings; an end-to-end partnership approach with 112000 employees and annual revenue of € 11 billion.

Role: Level 1/2/3/4

Major Clients: BBC (UK), Defra (UK), Hallmark, Piranha, RSA, CBS, GDF, PHILIPS.

Backup Applications:

• IBM TSM (Tivoli Storage Manager), Veeam, Veritas NetBackup (Symantec NetBackup), EMC Networker, Microsoft DPM, Backup Exec, Dell EMC Avamar

Responsibilities:

• Have regular interactions with both internal and external customers as well as Account Managers and management.
• Responding to automated alerts on the health of systems
• Collaborated with teams to define, strategize and implement marketing and web strategies.
• Analyze problematic areas to provide recommendations and solutions.
• Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications.
• Troubleshooting of backup failures and issue resolution on multiple platforms with varied configurations.
• Perform emergency data restorations for server, file system and or databases upon customer request in a calm and controlled fashion while maintaining consistent, professional communication with the customer.
• Share and provide training, troubleshooting, technical advice and direction to other Team members.
• Define and Check Client Schedules, Admin Schedules (check the Missed/Failed and Trigger Manual Backup), (starting Scheduler Services on clients).
• Configuration & Administration of IBM Tivoli storage manager servers.
• Add New IBM TSM servers to TSM Library manager and TSM configuration manager.
• Identifying Tape volume errors, restore data from offshore volume and remove from storage pool and checkout the volume from library.
• Defining of Policy domain based on Client requirements with required retention periods.
• Planning TSM Job schedules and backups with required retention periods and defining the policy domains and management class accordingly, binding of client's data to required management class to store the data in predefined storage pools like Disk, sequential storage pools and copy data from primary storage pools to copy storage pool for offsite.
• Defining administrative schedules for administrative operations in TSM Server for Controlling Migration process, backup storage pools, TSM DB backup.
• Monitoring of Performance and backup timings.
• Querying Occupancy, File space for a Node and LOCK/UNLOCK and reset PASSWORDS.
• Configuring and Managing the Library for availability of Scratch Volumes, Labeling, Check-in, Check-outs.
• Ensure reporting about missed, failed backups with solutions to respective teams.
• Maintain and update documentation for the standards, processes and procedures to be adhered by the team.
• Restoring of one server data to other servers thorough TSM.
• Hands on experience on different kinds of restores like Windows File level restores, Exchange flat file restores, public folder restores.
• Hands on experience on Dell EMC Data Domains, Quantum Data Domains.
• Monitor and manage physical drives.
• Responsible for adhering to company security policies and procedures.
• Troubleshoot issues with and configuration of the new servers which comes in as well as Restore/Recovery.

Processing of orders, Validation, modification and cancellation of orders. Identification of exceptions and providing resolution to issues.

Technical support on Validation Tools: UAT - Universal Audit Tool, Rebates, Orion, Bird, Deal Manager.

Website development for UN-Organized sectors(carpenters, other workers).

• Objective of this system is to providing a work to worker. Solution focused on the workers of unorganized sector includes mason, carpenters, gardener, painter etc. Work to Worker is a Web-based solution through which worker (s) registered themselves for a specific skill. Using this system general public or organized sector user can select the worker(s) as per their need. At the time of worker selection he/she can view the skill, references given by those who have taken their service in the past, area (worker location) and availability of a particular worker(s), system.

• Technologies used: Java, J2EE (Servlets and JSP’s), Apache Tomcat 6.0, CSS, HTML, JavaScript, MY SQL.