Results-driven Strategic Support Account Manager with extensive experience in NetApp technology, emphasizing storage and IT infrastructure solutions. Skilled in risk mitigation and achieving operational excellence to foster customer success. Certified in NCDA, NCTSP, and ITIL, reflecting a strong foundation in industry practices.
Hi, I’m
Ravi Kumar
Strategic Support Account Manager
Pune,Maharashtra
Summary
Overview
26
years of professional experience
8
Certificates
1
Language
Work History
NetApp India Marketing & Services Limited, MumbaiPune
Strategic Support Account Manager
06.2016 - Current
Job overview
- The Support Account Manager (SAM) Technical Analyst combines strong relationship and technical competencies to deliver the highest level of service to internal and cross functional teams and the end customer, with the aim to realize the maximum value of their NetApp solution and minimize disruption to the customer’s operations.: Customer’s (BFSI)
- Responsible for generating, analyzing and reporting customer data from various enterprise sources.
- Provide informed strategic planning, storage support best practices and upgrade advice.
- Understands the customers’ environment and apply NetApp knowledge to improve the overall support experience.
- Maintain customer install base information in NetApp system of record up to date.
- As needed, SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations
- Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution.
- The SAM Technical Analyst influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
- Identify opportunities to improve and enhance technical analysis and representation of customer recommendations.
- Manage special projects as assigned by management to meet customer and cross-functional team needs
- Designation: Support Account Manager.
- Project: On site / Offsite Support for all NetApp Customers.
- Duration: 14th June 2016 till date.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all stake holds involved.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Developed customized account plans for clients to help them achieve their business goals.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Streamlined internal processes for better efficiency in account management tasks.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Trained new employees on customer service, money handling and organizing strategies.
NetApp India Marketing & Services Limited, MumbaiMumbai
Field Support Engineer
12.2015 - 05.2016
Job overview
- As a Field Support Engineer, I am the primary contact for the Technical Support Center (TSC) and providing in the field, post-sales services and support for NetApp customers. The typical customer environments that a Field Services Engineer are functioning within are networked and fiber channel implementations of UNIX and/or Windows, interfacing with NetApp storage and software.
- Focus in Data ONTAP 8.3 architecture and upgrade requirements
- Perform Field Escalation Engineer duties
- Worked closely with Escalation Desk to quickly resolve complex issues as well as build customer confidence.
- Frame customer issues to properly understand symptoms being experienced in their environment.
- Analyze performance statistics to isolate root cause for performance problems.
- Research any questions asked by customers and provide a meaningful/satisfactory answer.
- Collaborate with team members either for assistance in my own work or to help them with theirs.
- Ensure to provide frequent updates to customers, management or account teams on technical cases.
- De-escalate cases when receiving a call from a hot customer. Work with management on already escalated cases to get everything under control.
- Appreciation from Account Managers and Customers
- Continually improve my own knowledge and grow as an individual
- Help drive business growth through improving customer relations
- Designation: Field Support Engineer.
- Project: On site / Offsite Support for all NetApp Customers.
- Duration: 14th Dec 2015 till 2nd May 2016.
- Optimized system performance for clients by recommending appropriate hardware upgrades or software updates based on assessment findings.
- Expedited issue resolution by diligently identifying root causes and implementing appropriate corrective measures.
- Mitigated potential risks by conducting safety assessments before performing field installations or repairs.
- Reduced downtime for clients with proactive maintenance checks and system optimizations.
- Increased equipment uptime by providing swift and effective troubleshooting and maintenance support in the field.
- Collaborated closely with engineering teams to provide feedback on product design improvements based on field observations.
- Elevated overall client experience through clear communication, ensuring understanding of complex technical concepts at every stage of the process.
- Strengthened client relationships, fostering trust through reliable communication and prompt resolution of issues.
- Improved customer satisfaction ratings by consistently delivering timely and efficient on-site technical assistance.
Frontier Business Systems Pvt LtdMumbai, Pune, Gujrat, Delhi
Sr. Engineer
09.2008 - 12.2015
Job overview
- Netapp Onsite PSE for Kotak Mahindra Bank Mumbai since June 2014 till December 2015
- Provisioning and configuring new storage.
- SAN switch configurations Brocade switches perform zoning.
- Performing controller health check, volume space status, aggregate space status, increasing Qtree size, creating new Qtrees and exporting the hosts
- Netapp DATA ONTAP Upgradation.
- Firmware Upgrade for shelves, disks and motherboards of storage. (Netapp)
- Creating ISCSI and FCP LUNS for various servers.
- Creating Initiator groups and mapping of LUNS.
- Configure Agr/Volumes/Luns/Qtrees as per requirement.
- Configure CIFS/NFS Shares as per requirement.
- Managing NetApp FAS series Storage.
- Creation of LUN, Mapping LUN to the HOST.
- To give on-site technical support.
- Managing and Enable Auto-support.
- Trouble shooting of SAN/NAS Related Issues.
- Monitor & troubleshoot the SAN/NAS Replication (SnapMirror).
- Preparing the SAN/NAS Health Check Reports.
- Monitoring the performance (Netapp System Manager, Netapp Management Console/DFM.)
- Raise a case with Netapp for Storage support & follow up for the resolution.
- Knowledge sharing in a team for new learnings.
- Worked as a TPM Partner with Netapp taking break fix calls L1,L2,L3 and CDP activity.
- Designation: Sr. Engineer
- Project: On site / Offsite Support for all NetApp Customers.
- Duration: 22nd September 2008 to 4th December 2015.
- Determined equipment failure root cause and implemented solutions.
- Mentored junior engineers, providing guidance in best practices and fostering professional growth opportunities.
- Enhanced system reliability by conducting thorough root cause analyses and implementing corrective actions to prevent future issues.
- Trained and mentored junior engineers, providing guidance and direction.
- Documented and developed engineering procedures and processes.
VS ComputersPune
Team Leader (Support and Presales)
05.2004 - 08.2008
Job overview
- Handling Escalation calls and resolving it on priority.
- Giving Technical Training to the employee.
- Assembling and delivering the Intel based x86 system.
- Installing, configuring application software, Antivirus tools.
- Taking care of Annual maintenance contract.
- Providing the Support for the servers/Desktops/Laptops.
- Designation: Team Leader (Support and Presales)
- Project: Onsite support for end-user customers and SMB customers.
- Duration: 3rd May 2004 to 31st August 2008.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Built and maintained strong client relationships, leading to repeat business and referrals.
Unique SolutionsPune
Desktop and Server Engineer
02.2000 - 04.2004
Job overview
- Server, Desktop and Network Support Engineer
- OS Installation, Setting up the User Account, Installing & Troubleshooting Network Protocol, Administering Network Printers, Security Settings, Backing up & Restoring Data. Implementing Networking in Windows Server 2003, DHCP, DNS.Configuring Microsoft Outlook Mailboxes, POP3, IMAP, SMTP, HTTP.
- Windows 2003 Exchange Server: Working on mail boxes Creating, Removing, Deleting of mail boxes. Configuring new mail ids. Provides them rights. Taking backups etc.
- Network Design preparing Multiple Plans, Projects Implementation, Cabling, Termination and testing.
- Designation: Desktop and Server Engineer
- Project: Onsite support.
- Duration: 7th February 2000 to 24th April 2004.
Education
AEMS (Associate of Engineering & Manageme Studies)Mumbai
BCA- Bachelor of Computer Application
01.2014
University Overview
Degree Course from AEMS (Associate of Engineering & Mangement Studies 2011-2014.
AEMS (Associate of Engineering & Manageme Studies)India
Diploma in electronics
01.2011
University Overview
Diploma in electronics from AEMS (Associate of Engineering & Mangement Studies 2008-2011.
CBSE BoardPune
10th Passed
01.1994
University Overview
10th Passed from CBSE Board 1994 Pune.
Skills
NetApp Storage: FAS, AFF, 7-Mode and CDOT Huawei Symantec S2600 series
SAN Switches: Brocade, Cisco,
Operating System: Basic Knowledge of Unix/Linux
Virtualization: Basic Knowledge of VMWare and Hypervisor
Business Continuity Tool: Volume migration, Snapmirror, Snapshots
Backup: Windows NetBackup, Symantec Backup Exec, CommVault "Simpana 90"
Tape Libraries: IBM, Actidata Autoloder
Servers: HP, Dell, Sun, IBM
Certification
Customer Success Manager Certification Level 1, 2
Interests
Travelling, Cooking
Trainings Attended
Trainings Attended
- CDOT Administrator Training (Netapp, Bangalore India).
- CommVault Simpana 9.0 Backup solution (Mumbai).
- EMC VNXe3100 (EMC Mumbai).
Recognition
Recognition
Been awarded by NetApp for best dedication and outstanding performance for Field Support activities. (Global Key customers for Netapp:- Citigroup Mumbai and Agilent Technologies in Delhi).Operating Systems
Operating Systems
- Windows: 95/98/NT4.0/2000/2003/2008/2012/2016/2018
- Data OnTap: 7 Mode series- 7.x/8.x, CDOT- 8.2/9.x
Software
Software
- Backup: Windows NetBackup, Symantec Backup Exec
- CommVault: Simpana 9.0.
Hardware
Hardware
- Dell Servers: Blade Server.
- HP Servers: Proliant series and blade servers.
- Sun: Sun Blade 6000 and X4100, Storage 2500-M2.
- Tape Libraries: IBM, Adicdata 8u autoloader.
- Fujitsu: Server RX 1330 M1, RX 2520 M1, Workstation.
- Network Appliances: FAS, AFF, F-Series.
- IBM: IBM servers, N series storage, DS series storage.
- Huawei Symantec: S2600 series Disk Array, Sun Blade 6000.
- Switches: Cisco Network Switch, D-Link Network Switch, Brocade SAN Switch, Qlogic San Switch.
Specialization
Specialization
- NetApp
- Rack Mounting the Storage & Disk Shelves.
- Configuration of RAID as per customer requirement.
- Configuration and setup.
- Enabling Autosupport.
- Monitoring tool DFM, OCI
- Configuration of Aggregates/Volumes/Luns through command prompt or System Manager.
- Configuration of Zoning in san switch.
- Case logging with NetApp & provide them all technical queries to resolve High end issues.
- Performing OnTap upgrade.
- Configuring Active IQ Unified Manager.
- Performance troubleshooting for NetApp storages.
- Microsoft
- Installation & Configuration of windows server operating system as per customer requirement.
- Implementation, Configuration & Troubleshooting of DC, DNS, DHCP.
- Implementation, Configuration & Troubleshooting of Group Policies.
- Users & OU Creation & Setting up Permissions, Disk quotas.
- Scheduling of Backups using NTbackup & Backup server manager (Windows 2008).
- Restoration of image or file system in case of disaster.
- Installation & Configuration Exchange 2003.
- Implementation & configuration SMTP/POP3 connectors.
- Installation & configuration of ISCSI initiators in SAN environment.
- Backup
- CommVault Simpana 9.0 Installation and configuration.
- Installation & Configuration of Backup Clients.
- Scheduling the backup jobs as per customer business policies.
- Restoration of backup in case of any disaster.
- Downloading & updating the s/w updates & patches.
Timeline
Strategic Support Account Manager
NetApp India Marketing & Services Limited, Mumbai
06.2016 - Current
Field Support Engineer
NetApp India Marketing & Services Limited, Mumbai
12.2015 - 05.2016
Sr. Engineer
Frontier Business Systems Pvt Ltd
09.2008 - 12.2015
Team Leader (Support and Presales)
VS Computers
05.2004 - 08.2008
Desktop and Server Engineer
Unique Solutions
02.2000 - 04.2004
CBSE Board
10th Passed
AEMS (Associate of Engineering & Manageme Studies)
BCA- Bachelor of Computer Application
AEMS (Associate of Engineering & Manageme Studies)
Diploma in electronics