Roopa R
Technical Support Engineer
Bengaluru
Summary
Technical Support Engineer at Red Hat, OpenShift, with hands-on experience in diagnosing complex platform issues, performing root cause analysis, and driving resolution of defects in distributed systems. Experienced in Linux, containers, and Kubernetes, CSI based platforms, including analyzing system failures, reproducing issues, and collaborating with engineering teams on bug fixes and improvements. Skilled in debugging, system analysis, and test validation, with growing exposure to automation and continuous integration workflows. Also actively mentor colleagues, practices to improve team efficiency and knowledge sharing.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
Red Hat
02.2022 - Current
- Diagnosed complex issues in Red Hat OpenShift clusters across compute, and storage layers.
- Reproduced reported issues in controlled environments to validate defects and assist with the engineering teams.
- Managed critical production-level issues requiring strong analytical and debugging skills.
- Troubleshoot Kubernetes/OpenShift components including pods, nodes, operators.
- Conducted root cause analysis by examining logs, events, and system behavior to identify underlying issues.
- Collaborated with product engineering and QE teams to track bugs and validate fixes.
- Tested and validated bug fixes and patches through scenario-based verification and via hackathon to ensure reliability.
Technical Associate
DXC Technologies
08.2021 - 02.2022
- Providing L1 level support-work and resolve incidents/tickets to restore a failed IT Service and requests as quickly as possible and within the specified SLA.
- Manage Active Directory objects: User account setup, password reset, security group management and OU management.
- Share folder access management
- Installing and configuring Antivirus and other security applications and ensure the systems are compliant.
- Remote support to end user, admin and other application rights management.
- Troubleshooting laptop and desktops remotely, drivers installation/fix, software installation and configuration.
- Installing and configuring Windows applications, Email client outlook, JAVA related web applications and other approved software.
- Installing and managing printer service and File service.
- Participate in selected projects aimed at optimizing the IT process and increasing the quality of service provided to our clients.
- Providing basic Hardware and network support
- Utilize SCCM to push software packages to clients run reports
- Ticketing tool ServiceNow providing end user support including Operating system and software installation, configuration, requesting and troubleshoot
- Monitor the server related alerts and notify to the concerned team and process the requests to level 2 and level 3 support engineers.
- Knowledge in VMWare, Citrix
- Understanding of ITIL operations, IT lifecycle activities, service provisioning activities
Education
SSMRV Degree College
01-2020
PUC - undefined
Vijaya PU College
01-2017
School -
Stacey Memorial High School
01-2015
Skills
Storage: Managing and debugging Persistent Volumes (PVs), Persistent Volume Claims (PVCs), and CSI-based storage classes
Log and Event Analysis using oc logs, oc describe, and system-level tools
Hands-on experience with Red Hat OpenShift cluster troubleshooting, including nodes, pods, and control plane components
Experience analyzing cluster events, logs, and failures to perform root cause analysis (RCA)
Accomplishments
- Rotaractor
- Conducted walkathon on social awareness
Interests
Pencil Sketching, Cooking, Gardening, Watching Movies
Timeline
Technical Support Engineer
Red Hat
02.2022 - Current
Technical Associate
DXC Technologies
08.2021 - 02.2022
PUC - undefined
Vijaya PU College
SSMRV Degree College
School -
Stacey Memorial High School
Extra-Curricular Activities and Community Services
Actively participated in many social service activities like blood donation., Helping the needy people by visiting old-age homes and blind Schools., Attended 2 NSS special camp in 2018 and 2019.
TRAINING
- Red Hat Training: OpenShift Administration and Linux System Engineering.
- Platform Tools: ServiceNow and Salesforce