Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic

Sagar A M

Technical Support Engineer
Kerala

Summary

Flexible Technical Support Engineer with 8+ years of experience helping clients maintain smooth operations. Expertise in NetApp Storage, San Switch and Backup technologies. Commended for rapidly and effectively resolving downtime and efficiently troubleshooting and addressing technical queries.

Overview

9
9
years of professional experience
4
4
Certifications
4
4
Languages

Work History

Sr. Associate Professional

Sutherland Global Solution
Bangalore
12.2019 - Current
  • Technical Support Engineer- Working as Technical Support Engineer for NetApp Data OnTap SAN, OnTap Performance, E-series, Storage Grid, MetroCluster domains. I’m responsible for handling customer technical issues based on tickets.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
  • Greeted customers and offered assistance for increased customer satisfaction.
  • Trained and mentored junior staff on customer service strategies and techniques.

Field Support Engineer

Wipro Technologies
Bangalore
05.2015 - 12.2019
  • Field Support Engineer – Worked as a Field Support Engineer for NetApp Storage, Backup Software products and Dell/HP server. During which I was responsible for addressing customer issues on the above-mentioned product lines and to solve Software/Hardware issues based on the contracted SLA and priority.
  • I was also responsible for implementation and troubleshooting and handover of new projects across NetApp and Backup Technologies. I actively collaborate with functional and technical teams to ensure all infrastructure capabilities are appropriately tested, deployed, and documented, also provides technical support for pre-Sales and Break fix teams on a need basis.
  • Walked clients and internal staff through troubleshooting steps to resolve common software/hardware issues.
  • Scheduled service calls according to customer location and urgency of need.

Education

B-Tech - Information Technology

Birla Institute of Technology And Science
Bangalore
04.2001 -

Diploma - Computer Engineering

NTTF
Bangalore
04.2001 -

Higher Secondary - Biology Science

GHSS Vayathur
Ulikkal
04.2001 -

High School - Kerala State Board

GHSS Vayathur
Ulikkal
04.2001 -

Skills

    Technical Support and Troubleshooting

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Accomplishments


  • Achieved Employee of Quarter through effectively achieving targets with the projects various times.
  • Achieved Award of Excellence In recognition of exemplary performance for running extra mile for troubleshooting incidents and enhancing bud in niche skill technologies like Backup domains.

Certification

NetApp Authorized Service Engineer Level 3

Interests

I would like to explore knowledge on emerging technologies like Cloud and Artificial Intelligence

Singing and hearing Music

Timeline

Sr. Associate Professional

Sutherland Global Solution
12.2019 - Current

Field Support Engineer

Wipro Technologies
05.2015 - 12.2019

B-Tech - Information Technology

Birla Institute of Technology And Science
04.2001 -

Diploma - Computer Engineering

NTTF
04.2001 -

Higher Secondary - Biology Science

GHSS Vayathur
04.2001 -

High School - Kerala State Board

GHSS Vayathur
04.2001 -

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Sagar A MTechnical Support Engineer