Summary
Overview
Work History
Education
Skills
Languages
Certification
Personal Information
Timeline
Generic

Simran Gurjar

Technical support engineer 2
Banglore

Summary

Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues.

Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

Overview

7
7
years of professional experience
6
6
years of post-secondary education
3
3
Certifications

Work History

Technical support engineer 2

DELL EMC
5 2022 - Current
  • Working as technical support engineer for EMC Networker, skilled in NMM module and core.
  • Interacting with customers during live sessions to ensure that we make our best efforts to resolve their issues.
  • Technical assistance on configuration setup of clients, policies, devices, scheduling, backup issues, root cause analysis, and restore issues.
  • Working collaboratively with escalation matrix, engineering team, and internal management to drive product issue resolution.
  • Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Maintained clear communication channels with clients throughout troubleshooting process, ensuring transparency and trust.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Performed root cause analysis of reported issues to enact corrections.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Enhanced user experience by resolving complex software issues swiftly.
  • Spearheaded creation of knowledge base, facilitating quicker resolution of common issues by both support staff and users.
  • Led training sessions for new staff to ensure high-quality technical support standards across team.
  • Developed and maintained technical documentation, aiding in quicker onboarding of new team members and serving as reference tool.
  • Researched and identified solutions to technical problems.
  • Ensuring reliable backup to meet operational and data recover requirement of customers
  • Coordinating with Level 1 technical support specialists to handle calls outside their level of support

Backup Admin

Wipro Technologies
02.2018 - 05.2022
  • Backup administration task for shared infrastructure included following backup tools: HP Data Protector, CommVault, Veeam, NetBackup, and AWS IaaS.
  • Proactive monitoring of backup jobs, media agents, library, and reporting.
  • Proficiency in backup troubleshooting, consistent follow-up, and collaborative working with dependent teams to fix backup failures on priority.
  • Sound experience in FS, VM Restores, and understanding client needs and delivery of requested service.
  • Configuration and understanding of Block-Based Backups to enable faster backup completion.
  • Execution of ad hoc backup and decommission requests.
  • Collaborative work with CV vendor support in case of issues that require assistance from CV support team.
  • Detailed knowledge in working of DR backup and recovery.
  • Additional Operations: Skilled and trained in cloud technology.
  • Knowledge in ITIL process and ability to manage IT operations.
  • Project management skills, with ability to multitask effectively.
  • ServiceNow expertise as ticketing tool for resolution and tracking of incidents, SRs, Changes, and Problem records.
  • Change Management: Active participation in change requests and CTASKS.
  • Incident Management: Proactive validation and resolution of incidents and service requests in backup queue, with proper resolution within SLA.
  • Good understanding of storage, Windows, and Linux server administration, and Amazon S3.
  • Experienced in backup-dependent administration of Windows and Linux OS.
  • Creation of SOPs and their documentation for daily backup operations, training, and educational purposes.
  • Deliver KT to colleagues for collaborative work and understanding.
  • Involvement in Backup Audits.

Education

Master's in computer system and infrastructure (work integrated learning program) -

Birla Institute of Technology And Science
Pilani
04.2018 - 05.2021

Bachelors in Computer application -

Barkatullah University
Bhopal MP
07.2014 - 05.2017

Skills

Strategic thinking and problem solving

Relationship building and networking

Effective communication

Team management and leadership

Customer Success Management

Backp Tools: EMC Networker, Veeam, Commvault, HP data protector, AWS compute and storage

Ticketing tool: Salesforce Lightning, Service Now, JIRA

Communication Tool: Teams, slack, zoom, Webex

KPI: CSAT, SLA

Self-motivated, ability to maintain excellence in service without reliance on supervision and willing to learn more

Able to communicate in a clear and concise manner both in a written form of emails and ticket comments and verbally, internally and on the phone with customers

Languages

English
Hindi

Certification

Information and storage management

Personal Information

Date of Birth: 04/06/1996

Timeline

Master's in computer system and infrastructure (work integrated learning program) -

Birla Institute of Technology And Science
04.2018 - 05.2021

Backup Admin

Wipro Technologies
02.2018 - 05.2022

Bachelors in Computer application -

Barkatullah University
07.2014 - 05.2017

Technical support engineer 2

DELL EMC
5 2022 - Current

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Simran GurjarTechnical support engineer 2