SHREENITA PAL
Bangalore
Summary
Senior IT professional with 9 years of experience in VMware virtualization, SDDC, vSphere+, and HPE SimpliVity supporting large-scale enterprise environments. Experienced in leading L3 escalations, stabilizing business-critical incidents, and guiding engineers through complex technical challenges. Strong background in Windows and Linux platforms, with multiple VMware- and Windows-focused trainings and certifications. Recognized for mentoring team members, driving process and documentation improvements, and maintaining high customer satisfaction and SLA adherence. Proven ability to collaborate across support and engineering teams to deliver reliable, high-quality outcomes.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Technical Support Engineer L2
Broadcom
Bangalore
12.2023 - Current
- Handled production-down and business-critical incidents, restoring customer environments within aggressive SLAs while preventing data loss and mitigating potential financial impact.
- Served as L3 escalation support for Wipro, managing complex technical cases and highly volatile customer situations, successfully stabilizing environments and driving issues to full resolution.
- Cross-skilled on VMware SDDC and began independently handling SDDC-related customer cases within one month of formal training, demonstrating rapid learning and technical adaptability.
- Consistently achieved top-tier CSAT scores, maintaining Top 5 KPI ranking across the region throughout the year through strong technical ownership and customer communication.
- Awarded Service Superstar – Trailblazer (Q4 FY 2025) for delivering consistently high-impact support, achieving 100% ASAT, 9.5 CSAT, 100% iSLO adherence, and closing 102 cases with strong customer recognition for speed, clarity, and technical accuracy.
- Ranked #2 for Severity 1 cases in the region with TTR of 2.6 hours and MTTR of 1.35 hours, while leading severity calibration initiatives that improved case quality and resolution standards across the team.
- Authored and maintained high-quality knowledge base articles for newly identified issues and product defects, ensuring accurate and up-to-date internal and customer-facing documentation.
- Recognized within the team for consistently high documentation standards, with knowledge assets widely used to accelerate case resolution, improve first-time fix rates, and enhance overall team effectiveness.
Technical Support Engineer L2 and Backline
VMware
Bangalore
07.2020 - 11.2023
- Provided breakfix support for VMware vSphere products, handling Severity 2 through Severity 4 cases, ensuring timely resolution within defined SLAs.
- Diagnosed and resolved a wide range of customer-reported issues by leveraging product documentation, internal knowledge bases, and available technical resources.
- Demonstrated rapid technical growth by continuously expanding product knowledge and applying prior experience as a VMware Administrator to customer environments.
- Successfully earned ELTO (Early Lifecycle Technical Ownership) responsibilities within a short timeframe based on technical proficiency and case ownership.
- Progressed to L2 role along with backline support, taking ownership of highly complex technical issues, difficult customer engagements and escalated issues.
- Partnered closely with engineering teams and customers on product-related issues, driving root cause analysis and ensuring timely delivery of fixed product versions or patches to customers.
- Performed technical reviews of aging cases, providing the correct troubleshooting direction and resolution approach to engineers to accelerate issue closure.
- Created and maintained case and performance reports, ensuring both individual and team case bins remained healthy, with no customer impact or delays due to backlog or process gaps.
- Selected as part of the pilot team for VMware vSphere+, rapidly upskilling on the product and transitioning to backline ownership within a short timeframe.
- Contributed to product documentation and knowledge assets, supporting resolution of complex vSphere+ issues and improving team readiness.
- Trained and mentored new team members on vSphere+ architecture, troubleshooting methodologies, and support processes.
- Served as a next-level escalation engineer for vSphere+ related complex and critical issues, ensuring swift stabilization and resolution.
Professional 1 System Administrator
DXC Technology
Bangalore
02.2020 - 07.2020
- Prepared and maintained multiple operational and health reports to monitor overall data center stability, performance, and compliance.
- Supported and resolved Windows and Linux–based infrastructure issues, ensuring system availability and adherence to operational SLAs.
- Trained and enabled team members on VMware SimpliVity, leveraging prior hands-on experience to improve team readiness and reduce dependency on escalations.
- Acted as a technical resource for virtualization and HCI-related queries, contributing to faster issue resolution and improved team efficiency.
Technical Solutions Consultant
Hewlett Packard Enterprise
Bangalore
07.2019 - 01.2020
- Deployed HPE SimpliVity Hyper-Converged Infrastructure (HCI) solutions in customer production environments, ensuring alignment with validated architectures and best practices.
- Performed end-to-end deployment activities, including ESXi installation, host configuration, cluster bring-up, and SimpliVity stack initialization.
- Configured HPE server hardware, including iLO setup, BIOS and firmware validation, and hardware readiness checks prior to deployment.
- Integrated SimpliVity clusters with VMware vCenter, validating cluster health, storage functionality, and data services post-deployment.
- Conducted pre-deployment readiness assessments and post-deployment validation, ensuring stable production handover to customers.
- Troubleshot and resolved deployment-phase issues related to compute, storage, networking, and virtualization components.
- Worked directly with customer stakeholders during deployment windows, providing clear communication, status updates, and technical guidance.
- Ensured deployments were completed within defined timelines while minimizing risk to customer operations and data integrity.
- Provided technical support for software and hardware issues.
Technical Support Analyst
Accenture Solutions Pvt Ltd
Bangalore
01.2017 - 07.2019
- Managing and troubleshooting Virtual Machines and Host servers by using vSphere server.
- Creation, Management and Configuration of Virtual Machines, Clone and Templates.
- ESXi host upgrade and Patch management using VMware Update Manager for ESXi servers.
- Support cloud servers including security configurations, patching, and troubleshooting.
- Manage cloud servers using EC2 & Azure portal.
- Good experience in managing, maintaining, and configuring BIOS, Firmware and drivers upgrade on DELL servers in the Data Center.
- As a site POC, I have worked on different external, internal vulnerabilities and Qualys authentication issues of my site.
- As a part of Security compliance, I have worked on SIEM, CIRT incident of different locations.
Education
Bachelors in Technology - Computer Science and Engineering
Maulana Abdul Kalam Azad University
West Bengal, India 08.2012 - 07.2016
Higher Secondary
West Bengal Council of Higher Secondary Ed.
West Bengal, India 06.2011 - 03.2012
Skills
- Virtualization & Cloud Platforms:
VMware vSphere, ESXi, vCenter Server, VMware Cloud Foundation (SDDC), vSphere - Incident management
- Hyper-Converged Infrastructure (HCI):
HPE SimpliVity, HCI Architecture, Deployment & Operations - Operating Systems:
Windows Server (2008, 2012 R2, 2016), Linux (Ubuntu) - Servers & Hardware:
HPE Servers, iLO Configuration, BIOS & Firmware Management
- Storage & Data Services:
SAN Fundamentals, Storage Architecture, Data Protection & Recovery - Networking Fundamentals:
OSI Model, VLANs, Subnetting, Routing Basics - Security & Compliance:
Qualys, Tanium, Alert Logic, Vulnerability Remediation, SIEM, CIRT - Incident & Escalation Management:
Production-Outage Handling, Severity 1–4 Case Management, Root Cause Analysis (RCA) - Documentation & Knowledge Management:
Knowledge Base Authoring, Technical Documentation, Process Improvement
Certification
- VMware Certified Professional – Data Center Virtualization (VCP-DCV 2024)
- VMware Certified Professional – Data Center Virtualization (VCP-DCV 2019)
- ITIL Foundation Certificate in IT Service Management (ITIL 2011)
Awards
- Service Superstar – Trailblazer Award (Q4 FY 2025) for exceptional performance, customer impact, SLA adherence, and support excellence.
- VMware Spot Award for outstanding technical contribution, ownership, and customer-focused delivery.
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Technical Support Engineer L2
Broadcom
12.2023 - Current
Technical Support Engineer L2 and Backline
VMware
07.2020 - 11.2023
Professional 1 System Administrator
DXC Technology
02.2020 - 07.2020
Technical Solutions Consultant
Hewlett Packard Enterprise
07.2019 - 01.2020
Technical Support Analyst
Accenture Solutions Pvt Ltd
01.2017 - 07.2019
Bachelors in Technology - Computer Science and Engineering
Maulana Abdul Kalam Azad University
08.2012 - 07.2016
Higher Secondary
West Bengal Council of Higher Secondary Ed.
06.2011 - 03.2012