Summary
Overview
Work History
Education
Skills
Accomplishments
Training
Disclaimer
Experience Summary:
Progress within the organization:
Timeline
Generic
Sapna Banavannavar

Sapna Banavannavar

Technical Consultant
Bangalore

Summary

Dynamic IT professional with over 10+ years of extensive experience in Storage Area Networks (SAN), HPE XP Storage, network engineering, IT infrastructure operations, and Windows administration. Possesses strong expertise in Windows troubleshooting, alongside a solid background in IT infrastructure management. Experienced in using incident and service management tools such as SFDC, ServiceNow, and Remedy. Dedicated to ensuring optimal customer satisfaction and performance in the IT industry

Overview

19
19
years of professional experience
5
5
Languages

Work History

Technical Storage Consultant

Hewlett Packard Enterprise (HPE)
01.2016 - Current
  • Extensive hands-on experience in XP, SAN, and Backup environments for global clients.
  • Ensured compliance with Severity 1 & 2 SLAs and managed incident/problem/change progression per SLAs.
  • Resolved client issues with minimal disruption. Strong interpersonal, communication, and customer service skills to understand and address the unique needs of enterprise clients and gather regular feedback.
  • Resolving hardware issues on XP storage arrays (XP equivalent to Hitachi USP & VSP Storage models) Storage device and XP dial homes.
  • Support hardware issues on HP Commercial units and related products.
  • Support is provided remotely over phone and through emails.
  • The clientele primarily consists of HP Corporate customers & onsite CEs.
  • Proactive corrective maintenance for all components of HPE XP Storage device.
  • Work in 24x7 environment, supporting customers worldwide (SEA-Southeast Asia)
  • Current Company: Hewlett Packard Enterprise (HPE)
  • Current role: Technical Storage Consultant (From Jan 2016 to till date)

Technical Storage Consultant-L1

ASAP Info Systems Pvt Ltd.(Client: Hewlett Packard Enterprise)
01.2016 - 06.2017
  • XP arrays (from November 2017 to till date)
  • Current role: Technical Storage Consultant-L1 (From Jan 2016 to June 2017)

IT Service Desk Coordinator-Innovations

Think Software Services
02.2011 - 05.2013
  • Scheduling service calls for engineers to AMC Clients
  • Analyzing Monthly call reports and identifying root cause for improvement.
  • Managing the Incident and problem management (ITIL) process.
  • Ensure that quality is used as a tool to improve customer satisfaction and enhance service delivery.
  • Coordinate periodic brainstorming sessions to identify fixes or workarounds for recurring issues and Problems
  • Creating various weekly / monthly MIS reports pertaining to process and productivity.
  • Identifying the business requirements and coordinating implementing processes in line with guidelines.
  • Managing and maintaining SLA.
  • Roles & Responsibilities

Technical Support Engineer

WIPRO TECHNOLOGIES
01.2007 - 09.2010
  • Troubleshooting Center hardware failures and providing solution assisting CE remotely to resolve issues at site
  • Resolving Sev 1 cases & Working on the Data Recovery Team in CAS
  • Supporting as a team member (CAS) L3 Process for Centera
  • Node Failures, which are troubleshot on both Centera Star level and platform level (Linux). Using the FA Boot process to repair the OS, if needs to be.
  • FA Boot: Here the setup of the whole node’s OS is done, when it is faulted. This involves CONFIGURING RAID Table, mounting all the partitions of the node and restarting the filepool.
  • Disk failure cases are handled by running the reiserfsck to check the file system of a disk. Also run build SB and build the tree structure of a file system if needed.
  • Database of the Nodes are proactively moved to ensure that we have no Node failures and a DU situation.
  • Assist customers in restoring their replication services or any network related services. Some of the other dial homes include HR (Health Report, CUA Alert, CPU temperature, VAR Partition Problems etc.)
  • Handle Dial Home cases 24x7, which includes dialing into the box and checking for the faulty part and taking remedial action.
  • Maintenance and administration of EMC Centera (CAS Series).
  • Providing L3 Support to the client for Centera series.
  • Retrieving data during DU and DL scenario through File Forensic.
  • Assisting the customer Engineer in performing a FA boot, D2D Recovery and Node Transplant.
  • Running preupgrade check before performing upgradation.
  • Upgrading the centerastar version from 3.1 versions to 4.0 version.
  • Worked on HIB (High Incoming Boxes) for Centera.
  • Working on customer escalated issue.
  • Given On Job Training to the new joiners.
  • As a Technical Support Engineer (SSE):

Education

Diploma - Computer Engineering

NTTF Electronics Training Center
07.2006

SSLC - undefined

St. Xavier’s High School
Tumarikop, Dharwad
01.2002

Skills

    HPE Online Storage

    XP Storage XP8,XP7,P9500 & XP24K

    MSA

    SAN Swicthes

    HPE MSL Tape Library

    Operating Systems

    Windows

Accomplishments

  • Received the best performer award in 2023
  • Got recognized thrice by the Global operations Head (HPE, USA) for the maximum customer appreciation received in every quarter for 3 quarters
  • Recognized as the customer champion by the global VP for the highest number of CSATS(93) in the year 2024
  • Recognized by the tower heads for the “CUSTOMER FIRST” attitude
  • Attained A-1 Grade in Voice/Communication evaluation by EMC-Hopkinton
  • Received CSATs (Customer Satisfaction) for resolving the issues effectively.

Training

  • Attended SAN Fundamentals Training, the training provided exposure to Storage Basics. Different types of storage and their architecture. Also, about FC network and different Protocols like SCSI, iSCSI, FCP, IPFC, FCIP etc.
  • Attended Unix Training, got trained on Linux basics. Basic commands used to operate a UNIX system.
  • Attended Centera Host integration and Management training, the course provided a thorough exposure to the Centera series platform
  • Attended Clarion Host integration and Management training, the course provided a thorough exposure to the Clarion series platform
  • Attended Cross Cultural Training on Symmetrix which provided basic knowledge on Symmetrix Series.

Disclaimer

This is certifying that the information mentioned above is true to the best of my knowledge and belief. Sincerely Yours, Sapna Banavannavar

Experience Summary:

  • More than 8+ years of experience in Storage Technical Support with key skills in the areas of EMC Centera,Celera and Clarion(basic Knowledge)
  • XP trained (working on XP24k, XP9500, XP7)
  • HP 3PAR (basic)

Progress within the organization:

  • Campus selected in April 2006 & Project Assigned for the client EMC
  • Worked as System Support Engineer (SSE) to assist EMC Customers
  • Promoted as Shift Lead
  • Promoted as Project Engineer (Subject Matter Expert)

Timeline

Technical Storage Consultant

Hewlett Packard Enterprise (HPE)
01.2016 - Current

Technical Storage Consultant-L1

ASAP Info Systems Pvt Ltd.(Client: Hewlett Packard Enterprise)
01.2016 - 06.2017

IT Service Desk Coordinator-Innovations

Think Software Services
02.2011 - 05.2013

Technical Support Engineer

WIPRO TECHNOLOGIES
01.2007 - 09.2010

SSLC - undefined

St. Xavier’s High School

Diploma - Computer Engineering

NTTF Electronics Training Center

Similar Profiles

CREATE PROFILE
Sapna BanavannavarTechnical Consultant