Rakesh HB

Senior Technical Support Engineer | Qlik

November 2020 – Present (Promoted to Senior Technical Support Engineer – November 2022)

Provide Level 7 technical support and serve as an SME for Qlik Cloud (SaaS), Qlik Sense Enterprise, NPrinting, Qlik Data Gateway, and Security. Resolve complex enterprise issues, customer escalations, and critical incidents by collaborating with Engineering, Cloud Operations, Security, Customer First, and R&D teams.

Key Responsibilities & Achievements

* SME for Qlik Cloud, Qlik Sense Enterprise, NPrinting, Qlik Data Gateway, and Security.
* Support enterprise customers by troubleshooting complex product, deployment, performance, authentication, and security issues.
* Analyze logs, reproduce issues, perform root cause analysis, and drive resolutions for high-priority escalations.
* Support cloud and on-premises deployments, platform administration, upgrades, and identity providers (Azure AD, SAML, Auth0, SSO).
* Serve as Support & Incident Captain (APAC & EMEA), leading critical incidents, proactive support, and customer communications.
* Handle security investigations in collaboration with Security, R&D, and Customer First teams.
* Work closely with R&D to investigate product defects, validate fixes, and contribute to future releases.
* Create knowledge articles, troubleshooting guides, onboarding documentation, and mentor team members.
* Consistently exceeded performance expectations by managing complex corporate escalations while maintaining SLA compliance and high customer satisfaction.
* Successfully supported major enterprise customers and cloud migration initiatives through cross-functional collaboration.

Core Skills: Qlik Cloud • Qlik Sense Enterprise • NPrinting • Qlik Data Gateway • Security • Incident Management • Identity & Access Management (Azure AD, SAML, SSO) • Performance Troubleshooting • Root Cause Analysis • Customer Escalation Management • Technical Leadership • Cross-functional Collaboration

Consultant | Atos India Pvt. Ltd. (formerly Xerox/ACS)

June 2013 – November 2020

Progressed through multiple roles, demonstrating consistent performance and technical growth:

* Infrastructure Management Associate
* Infrastructure Management Analyst
* System Engineer
* Senior System Engineer
* Associate Consultant
* Consultant (Level 4)

Major Clients: BBC, DEFRA, Hallmark, RSA, CBS, GDF, Philips, Piranha

Key Responsibilities

* Administered and supported enterprise backup solutions including IBM Tivoli Storage Manager (TSM), Veritas NetBackup, Veeam, EMC NetWorker, Dell EMC Avamar, Microsoft DPM, and Backup Exec.
* Monitored backup infrastructure, investigated failures, performed root cause analysis, and ensured successful backup and recovery operations.
* Executed critical data restorations for servers, file systems, and databases while maintaining SLA compliance.
* Configured and administered IBM TSM servers, policies, storage pools, schedules, retention policies, and tape libraries.
* Managed backup storage, Data Domain systems, tape libraries, scratch volumes, and physical drives.
* Responded to infrastructure alerts, performed operational maintenance, and optimized backup performance.
* Collaborated with customers, account managers, and cross-functional teams to resolve production issues.
* Developed operational documentation, provided technical training, and mentored team members on backup technologies and troubleshooting best practices.

Core Skills: IBM Tivoli Storage Manager (TSM) • Veritas NetBackup • Veeam • EMC NetWorker • Dell EMC Avamar • Microsoft DPM • Backup Exec • Backup & Recovery • Data Restoration • Storage Administration • Incident Management • Root Cause Analysis • Performance Monitoring • Technical Support

Process Associate | Hewlett-Packard (HP)

January 2013 – December 2013

Key Responsibilities

* Processed customer orders, including validation, modification, and cancellation, ensuring accuracy and compliance with business requirements.
* Investigated order exceptions and resolved operational issues to maintain service quality.
* Provided technical support for order validation tools, including Universal Audit Tool (UAT), Rebates, Orion, Bird, and Deal Manager.
* Collaborated with cross-functional teams to ensure timely order processing and issue resolution.
* Maintained high levels of accuracy while meeting productivity and SLA targets in a fast-paced environment.

Core Skills: Order Management • Order Validation • Exception Handling • Technical Support • Process Improvement • Customer Service • SLA Management • Cross-functional Collaboration

Software Developer Intern | Isometric Technology Services

Bangalore | February 2012 – June 2012

Project: *Work to Worker – Web Portal for the Unorganized Workforce*

Key Responsibilities

* Developed a web-based platform connecting skilled workers (carpenters, masons, painters, gardeners, etc.) with customers seeking their services.
* Designed and implemented features for worker registration, skill management, availability tracking, location-based search, and customer feedback.
* Contributed to front-end and back-end development, database design, and application testing.

Technologies: Java • J2EE (Servlets & JSP) • Apache Tomcat • MySQL • HTML • CSS • JavaScript