Sanath Kumar Shetty
Senior Technical Advisor
Bengaluru
Summary
Technology-inclined professional possessing strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing Azure network and AKS support to customers and developing a best support experience. Vast experience on Azure cloud technologies while being part of Microsoft for 9 years and overall 12 years IT experience.
Overview
13
13
years of professional experience
6
6
Certifications
Work History
Senior Technical Advisor
Microsoft India R&D Pvt Ltd
01.2023 - Current
- Handling a team of 8 engineers and working towards the readiness of team.
- Managing business KPI's to drive better support experience to customer.
- Effectively handle Proactive & Reactive customer escalations.
- Identifying skill-gaps in team and contribute to the creation of readiness plans and content.
- Driving triage calls to assist engineers on cases and get traction on the issues.
- Provide ramp up activities for junior engineers, knowledge sharing, technical coaching, and mentoring.
- Reviewing cases of engineers and unblocking situations.
- Sound Knowledge of container technologies (Docker, AKS, ACR, ACI)
- Contribute positively towards the readiness of aligned engineers, timely and actionable feedback, Structured 1:1 and personalized TDP.
- Active Participation in hiring initiatives & create learning roadmap.
Support Escalation Engineer(AKS)
Microsoft India R&D Pvt Ltd
2 2022 - 12.2022
- Handing support cases for AKS, ACR, ACI for strategic customers of Microsoft
- Effectively handle Proactive & Reactive customer escalations
- Deliver dedicated support for some key customers.
- Key troubleshooting skills to mitigate customer issues on AKS.
- Collaborate with the Product Group to promote problem resolution and customer satisfaction
- Provide ramp up activities for junior engineers, knowledge sharing, technical coaching, and mentoring
- Sound Knowledge of container technologies (Docker, AKS, ACR, ACI)
Support Escalation Engineer (Azure Rapid Response)
Microsoft India R&D Pvt Ltd
11.2020 - 1 2022
- Handling the critical accounts like Flipkart and Bajaj as a customer lead
- Single point of contact for these accounts to manage the customer expectation
- Worked on building a support model for providing the best experience for the customer
- Building the networking team of 10 heads and ramping up the team
- Advising the engineers on the technical roadblocks on Azure Networking services
- Partnering with engineering and EEE to provide quick mitigation for customer issue
- Delivering triages on upcoming technologies like VWAN, Azure Frontdoor etc to the team
- Working on the readiness plan and SME accreditation of the team.
Support Engineer (Azure Networking)
Microsoft India R&D Pvt Ltd
07.2016 - 11.2020
- Delivering Technical Support for Microsoft Customers (Premier and Professional) globally as a part of the Azure Networking.
- Educate new engineers and proactively assist on cases to provide faster resolution
- Contribute to common scenarios, workflows, TSGs to resolve issues quickly and effectively share with the team
- Working with Customers on Implementing and Configuring Network Architectures on Azure
- Working with Customers on Troubleshooting Azure Networking concepts such as VPN Tunnels, ExpressRoute, UDR, NSG, ACL, & Load Balancers, Azure DNS and various other components
- 300 Level Subject Matter Expert in all 3 Verticals of Azure Networking - Cross Premises Connectivity, Security and Load Balancing and ExpressRoute
- Good understanding on network trace analysis for various situation
- Works closely with Peers on Escalated Cases so as to set a good Customer Experience
- Taking lead on LSI (outage)Issues on multiple occasions and acted as the Point of Contact for the team
Senior Azure technical support Engineer
Microsoft GTSC Bangalore
2 2015 - 7 2016
- Working in Microsoft location as Senior Azure technical support engineer.
- Working on a support model called as Windows on Azure which supported VM's, Networking, Storage and Azure backup.
- Delivering premier support for customers who are spread worldwide.
- Understanding of Virtualization concepts and virtual system administration
- Experience with Hyper-V configuration and administration
- Networking - Familiarity with networking concepts including VIPs, NAT, DNS
- Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)
- Understanding of load balancing, geo-redundancy, and VPN technologies preferred
- Understanding of the OSI model and related concepts.
Consultant
Saksoft Ltd
2 2013 - 02.2015
- Colt is integrating their existing products with Parallels Automation also they are planning to provide new services through Parallels Automation and I was assigned with the role of System integrator.
- I was responsible for deploying the Parallels Automation Platform for development purpose which comprises of 8-10 virtual servers(Linux)
- Working for application support of Biomni, which is a backup application which interacts with Netbackup servers and Parallels servers
- I was responsible for deploying HVDI setup in COLT Bangalore which comprises of 6 -7 servers integrated together for providing HVDI service.
- Worked on setting up open source Cloud Foundry from scratch which involves components like BOSH, MicroBOSH etc.
System Engineer
GlowtouchTechnologies
03.2011 - 02.2013
- Installing and configuring Parallels Providers control panel servers
- Setting up servers using cloud computing concept for cheaper and flexible hosting deployment for the customers
- Worked on deploying Parallels Cloud Platform on Amazon AWS servers
- Resolving issues coming up while integrating servers in PBA, POA, PVC
- Planning the web hosting plans for the customers
- Handling Backup, Restore, Migration, Resource management etc of Virtual servers and issue related with them
- Installing packages using RPM and YUM
- Worked on installing Linux Mail Module, Linux Shared Hosting(SaaS), Windows Shared Hosting, Qmail Hosting, Parallels PA Setup
Education
Bachelor of Engineering - Electrical And Electronics
Adichunchanagiri Institute of Technology
Chikmagalūr, India 04.2001 -
Skills
Azure Networking
Azure Kubernetes Service
IT consulting
Private Cloud
Customer Relationship Management
Process Improvement
Job Summary
As a Technical Advisor at Microsoft, I deliver high-quality support for the most critical Azure enterprise customers and the top start-ups in the cloud industry. I have been working with Microsoft for last 9 years, and I have gained deep knowledge and experience in the Azure landscape, including Azure Networking, Azure VM's, Azure Kubernetes Services, Azure Container Registry, Azure Container Instances.
In addition to providing technical guidance and mentorship for the Support Escalation Engineers, I also collaborate with the Product Group to promote problem resolution and customer satisfaction. I have a strong background in IT system administration, network engineering, and security which enable me to handle complex and diverse scenarios.
My mission is to empower our customers with the best solutions and services, and to inspire and motivate my colleagues with my leadership and communication skills
Certification
CKA: Certified Kubernetes Administrator
Accomplishments
- Star Rookie
- Star Performer
- Culture and Values Champ
- Star Team award
Recognized with Architects of Excellence ACE Award with all the available categories.
University
Visvesvaraya Technological University
Personal Information
- Date of Birth: 02/18/1988
- Marital Status: Married
Disclaimer
I hereby declare that all the details furnished by me are true and correct to the best of my knowledge.
Timeline
Senior Technical Advisor
Microsoft India R&D Pvt Ltd
01.2023 - Current
Support Escalation Engineer (Azure Rapid Response)
Microsoft India R&D Pvt Ltd
11.2020 - 1 2022
Support Engineer (Azure Networking)
Microsoft India R&D Pvt Ltd
07.2016 - 11.2020
System Engineer
GlowtouchTechnologies
03.2011 - 02.2013
Bachelor of Engineering - Electrical And Electronics
Adichunchanagiri Institute of Technology
04.2001 -
Support Escalation Engineer(AKS)
Microsoft India R&D Pvt Ltd
2 2022 - 12.2022
Senior Azure technical support Engineer
Microsoft GTSC Bangalore
2 2015 - 7 2016
Consultant
Saksoft Ltd
2 2013 - 02.2015
CKA: Certified Kubernetes Administrator
Microsoft Specialist: Microsoft Azure Infrastructure Solutions (70-533 certified)
Microsoft Azure Architect Design (AZ-304)
Azure Virtual Networking Internal Certification- VPN and Cross premises connectivity, Security and Load Balancing & EXPRESSROUTE at Microsoft GTSC, Bengaluru
Parallels Certified Virtualization Professional (Linux and Windows)
Parallels Certified Automation Professional (POA and PBA)
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