Seher Siddiqui
Pune
Summary
Highly skilled Technical Support Professional with over 7 years of experience. Proficient in managing and troubleshooting a wide range of ECM solutions including FileNet and Content Manager. Extensive experience with Microsoft Azure, SharePoint, Yammer, and backup domain management. Known for delivering exceptional customer service, resolving complex technical issues, and optimizing system performance. Adept at collaborating with cross-functional teams, providing training, and maintaining comprehensive technical documentation. Proven ability to adapt to evolving technologies and drive continuous improvement in support processes.
Excels at identifying and solving technical issues under pressure and adapting to new situations to enhance organizational performance. Motivated to learn, grow, and excel in challenging environments. Eager to contribute to team success through hard work, attention to detail, and excellent organizational skills.
Collaborative Technical Support Engineer who leverages internal and external relationships to synergistically tackle complex issues. Skilled at enlisting aid from vendors, colleagues, and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to deliver high-quality support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
IBM INDIA PVT LT
Pune
02.2024 - Current
TeambuildingL/TLS
Monitoring & Logging: IBM Tivoli, Nagios,
Customer Service: Technical support, issDatacaplution, user training
Technical Support Engineer
Druva Data Solutions
Pune
11.2022 - Current
- Data Backup and Recovery Solutions: Proficiency in using and managing backup and recovery solutions, such as Druva inSync or similar products.
- Cloud Computing: Knowledge of cloud platforms like Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or Druva Cloud Platform for cloud-based backup and recovery services.
- Backup Policies and Strategies: Expertise in developing and implementing backup policies, strategies, and retention schedules to ensure data availability and compliance.
- Data Deduplication and Compression: Understanding of data deduplication and compression techniques to optimize storage and bandwidth usage in backup operations.
- Data Migration: Experience with data migration between different storage systems or cloud providers while maintaining data integrity.
- Disaster Recovery Planning: Ability to design and implement disaster recovery plans to minimize downtime and data loss in event of system failures or disasters.
- Storage Technologies: Knowledge of storage technologies, including SAN, NAS, and object storage, to manage data storage for backups.
- Monitoring and Alerting: Setting up monitoring systems and configuring alerts for backup and recovery operations to proactively address issues.
- Data Encryption: Understanding of data encryption techniques to secure data both in transit and at rest in backup environments.
- Virtualization: Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and their impact on backup and recovery processes.
- Operating Systems: Knowledge of various operating systems (e.g., Windows, Linux) and their backup and recovery requirements.
- Network Protocols: Understanding of network protocols and configurations for efficient data transfer during backup and recovery.
- Compliance and Regulations: Awareness of industry-specific compliance regulations and their implications on data backup and retention.
- Version Control: Experience with version control and change management practices for backup configurations and policies.
- Troubleshooting Skills: Strong troubleshooting abilities to diagnose and resolve backup-related issues promptly.
- Testing and Validation: Performing regular backup testing and validation to ensure recoverability and data integrity.
- Documentation: Effective documentation skills for recording backup procedures, recovery processes, and incident reports.
- Security Best Practices: Implementing security best practices to protect backup data from unauthorized access and cyber threats.
Technical Lead
Concentrix Services India Pvt Ltd
Pune
10.2019 - 10.2022
- Technical Lead
- Concentrix Services India Pvt Ltd, Pune, Maharashtra Trained and support SharePoint online and One-drive.
- Trained and support Yammer.
- Promoted as Technical lead for Yammer since March 2022.
- Promoted as Escalation engineer for Yammer in January 2021.
- Troubleshooting, customizing and executing testing in Yammer as per client requirement.
- Responsible for handling escalation cases from Tier 1 and Tier 2 engineers.
- Working with MS TA's in order to resolve technical issues.
- Responsible for reviewing live cases and provide action plans for same.
- Provided educational expertise and mentoring to junior team members.
- Advised management, business and technical staff on solutions using specific domains or technology.
- Responsible for Team performance.
- Working on complex issues.
- Work in collaboration with different teams.
Technical Support Executive
Capita India Pvt Ltd
Pune
09.2017 - 10.2019
- Technical Support Executive
- Capita India Pvt Ltd, Pune, Maharashtra
- Multitasking Abilities web chat with customers.
- Also in charge of resolving all interactions positively
- Handling customer issues such as billing, order
- Involved in resolving technical issues of customers.
- Part of technical customer service team.
- Assist customers' inquiries via live chat.
System Administrator
IBM India Pvt Ltd
Bangalore
05.2015 - 06.2016
- System Administrator
- IBM India Pvt Ltd, Bengaluru, Karnataka
- Technical troubleshooting
- Provided administration and support of AIX and Linux software, including monitoring and troubleshooting
- Worked for Tivoli TSM backups of AIX / Linux / Windows systems. Worked on new pSeries and nseries hardware, including connecting to HMC, SAN storage and Ethernet switch. Installed and configured VIO server via HMC on pSeries.
- Installed and configured AIX NIM server, resulting in streamlining the AIX installation process. Ensured all software security settings for new installations set correctly.
- Responsible for migration of LPARs from local SCSI to SAN DASD, resulting in enhanced server reliability due to RAID structure of SAN. Reduced cost of power / cooling load on LAN room by migration of LPARs off older hardware onto newer hardware. Fixed and verified problem resolution in a timely manner, by monitoring and troubleshooting of hardware related problems including contacting and working with IBM Client Customer Engineers. Enhanced customer service by resolving problems while serving as escalation point contact for global Operations Team. Scheduled work assignments to be completed by on-site contractor team. Responsible for installation, configuration and administration of AIX on IBM P-series and Power
- Blade Servers. Administration of AIX Logical Volume
- Manager (LVM). LPAR administration and Resource management. 2015-05 - 2016-06 Setting up and configuration of NFS Server.
- Writing Shell scripts using ksh, bash for process automation of databases, applications, backup. Performed DBA tasks such as creating users, roles, imports and exports for development of databases.
- Software installation using Network Installation Manager (NIM).
- Involved extensively in trouble shooting the issues by finding out root causes, analyzing core dumps and resolving system crashes. Performed health checks on servers after the migration.
- Administrating the AIX Operating System remotely. Managing complex AIX environments running the latest p-Series and n-series hardware. Performing application integration to ensure that all software & hardware components are operating properly.
- Implementing security solutions that meet the security standards & requirements that satisfy governance principals and best practices. Handled daily and weekly backups of important database files and regular files. Handled Operating system installations on new systems. Handled the backup of the operating systems whenever a patch was installed or any changes.
- Handled Operating systems upgrades to newer version.
- Handled the daily problems with the operating systems, user login problems and addressing file. Handled periodic system performance tuning issues and management. Maintain large scale UNIX/Linux based NAS cluster with back-end SAN for IBM software group.
- Responsible for installation, tuning and maintenance of AIX v5.3, v6.1, v7.1, and Red Hat Linux, virtualized and standalone.
- Resolve system alerts related issues and provide root cause analysis in close cooperation. Live partition Mobility implementation to move existing AIX instances to the new frames.
- PowerHA clusters build and maintenance, v5.2,5.4 and 6.1. Build new AIX servers using VSwitches and NPIV technology, memory and shared processors pool configuration. HMCs installation, configuration, and upgrade.
- Responsible for Daily Backups for IBM servers. Performed system startup and shutdown, monitored system status. Add and delete user accounts and groups.
- Performed file system maintenance relative to mounting and unmounting, periodic cleanup and troubleshooting any discrepancies in performance of the file systems.
Education
Bachelor of Science: Electrical, Electronics 2014
Rajiv Gandhi Technical University - Bhopal
Bhopal04-2014
High School Diploma -
VSwitcheskshunmountingPowerHAnseriespSeriespSeriesDruvaDruvaDruvaJawaharlal Nehru School
Bhopal03-2010
Skills
- P>TCP/IP
- P>Technical issues analysis
- P>Process improvement
- P>Performance Optimization
- P>Bug tracking
- P>Root cause analysis
- P>Application support
- P>Running backups
- P>Network infrastructure administration
- P>TCP/IP protocol
- P>Cloud services
- P>Switches and routers
- P>Technical Analysis
- P>Interpersonal Communication
- P>Critical Thinking
- P>Flexible and Adaptable
- P>Written Communication
- P>Teambuilding
- P>OneDrive
- P>Sharepoint
- P>M365
- P>Azure
Accomplishments
- Pursued 4 weeks training from CRISP, Bhopal on PLC programming and its application.
- PROJECT WORK: Successfully completed and analyzed MINOR PROJECT on Automatic Street Light control system. Successfully completed and analyzed MAJOR PROJECT on Electronic Voting Machine using microcontroller.
- Used Microsoft Excel to develop inventory tracking spreadsheets. Supervised team of 10 staff members.
- Resolved product issue through consumer testing.
Certification
MS-900 Azure Fundamentals
Timeline
Technical Support Engineer
IBM INDIA PVT LT
02.2024 - Current
Technical Support Engineer
Druva Data Solutions
11.2022 - Current
MS-900 Azure Fundamentals
06-2022
Technical Lead
Concentrix Services India Pvt Ltd
10.2019 - 10.2022
Technical Support Executive
Capita India Pvt Ltd
09.2017 - 10.2019
System Administrator
IBM India Pvt Ltd
05.2015 - 06.2016
Bachelor of Science: Electrical, Electronics 2014
Rajiv Gandhi Technical University - Bhopal
High School Diploma -
VSwitcheskshunmountingPowerHAnseriespSeriespSeriesDruvaDruvaDruvaJawaharlal Nehru School