I would like to explore knowledge on emerging technologies like Cloud and Artificial Intelligence
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
Root Cause Analysis
Customer Support
Training and Mentoring
NetApp Hardware, OnTap SAN, NAS, MetroCluster, Performance
NetApp E-series and Storage Grid
Avamar Backup Solution
EMC Networker Backup Solution
Tape Library Administration
Brocade and Cisco San switch
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
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 -