Suchitra Satish Gollarahallimath
Mandya
Summary
Technically proficient IT professional, with 10 years of overall experience providing excellent top-tier technical guidance to Enterprise customers. Innovative Senior Support Engineer with deep expertise in troubleshooting complex technical issues and delivering high-quality solutions. Proven track record in improving system performance, optimising workflows, and enhancing user experiences. Strong communicator capable of leading cross-functional teams and translating technical jargon into clear, actionable insights. Consistently drives positive outcomes and supports organisational goals through strategic problem-solving and proactive system management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Support Engineer 1 – Confluence Cloud
Enterprise Support Services
05.2023 - 07.2024
- Provided expert level technical support guidance and experience in managing and troubleshooting for Confluence Cloud enterprise customers ensuring high level of system availability and performance
- Have working experience with cloud platforms such as AWS, Azure
- Utilized critical thinking to develop effective solutions under pressure.
- Apply expertise in diverse systems to address customer concerns.
- Ensured resolution of issues to prevent future occurrences.
- Applied skills with database queries, browser tools, operating systems to identify customer-facing problems in a timely manner.
- Implemented operational enhancements in collaboration with internal teams for Atlassian products.
- Submitted bug reports for better customer results.
- Assisted peers in identifying and resolving issues promptly.
- Facilitated simplified, structured onboarding for quick issue resolution.
- Informed clients about possible predicaments and offered solutions.
- Enhanced customer understanding of the product, significantly decreasing reliance on support.
- Addressed high-level escalations with efficient, prompt support until resolution.
Technical Support Engineer 2 – Isilon/PowerScale
Enterprise Technical Services
11.2017 - 05.2023
- Provided expert level technical support guidance on Isilon/PowerScale with respect to File System and hardware
- Assist customers in migrating data between clusters
- Have knowledge on Storage, host and switch as required to troubleshoot
- Worked on DU/DL cases
- Have handled high level escalations and worked with customer to provide the best support and taking an extra mile to assist them until the issue has been resolved, and the customer is satisfied with the support provided
- Provided Technical assistance on collaboration with engineers from other products
- Creating knowledge base articles and developing troubleshooting guides for Isilon
- Worked closely with the implementation team and assisted them in implementing Isilon/PowerScale cluster
- Volunteered in training new recruits on File System and hardware
- Provided consults to the new recruits on higher severity cases, assisting them with escalations and making sure that the customer is satisfied with the level of support provided
- Mentored new recruits on the work culture starting with how to contact customers over email/call and how the issue can be troubleshooted to find the root cause/resolution at the earliest to fix it
- Worked closely with development team and coaches on bugs and enhancement of the product
Technical Support Engineer 2 - ViPR SRM
Enterprise Technical Services
08.2014 - 11.2017
- Involved primarily on the product ViPR SRM and have knowledge on Storage, Host, and Switch as required to troubleshoot
- Secondarily supported products: Storage M&R and VNX Family Monitoring & reporting tool
- Comfortable in adapting to responsibilities (technical/non-technical) as per business requirement
- Experience in working proactively to resolve issues and avoid any escalation or dissatisfaction from customer end
- Participated in creating Knowledge Videos for known issues of VIPR products
Education
Bachelors in Computer Science - Computer Science
P.C Jabin KLE
Hubli05-2014
Skills
- Troubleshooting
- Atlassian Confluence
- Atlassian Jira
- Jira Software Management
- Jira Access
- Remote troubleshooting
- File System
- Hardware skills
- Dell EMC Isilon
- Dell EMC ViPR SRM
- LINUX
- UNIX
- Networking
- Operating System
- Database (SQL)
Certification
- Dell EMC Proven Professional Associate - Information Storage and Management
- Dell EMC Proven Professional Specialist - ViPR SRM 3.x Storage Resource Management
Personal Traits
- Received quarterly Cheers and Applause awards.
- Awarded for training several sets of new joiners.
- Recognized for improving the curriculum to onboard new joiners.
Personal Information
- Father's Name: Satish Gollarahallimath
- Date of Birth: 06/23/92
- Gender: Female
- Marital Status: Married
Languages
English
First Language
Timeline
Senior Support Engineer 1 – Confluence Cloud
Enterprise Support Services
05.2023 - 07.2024
Technical Support Engineer 2 – Isilon/PowerScale
Enterprise Technical Services
11.2017 - 05.2023
Technical Support Engineer 2 - ViPR SRM
Enterprise Technical Services
08.2014 - 11.2017
- Dell EMC Proven Professional Associate - Information Storage and Management
- Dell EMC Proven Professional Specialist - ViPR SRM 3.x Storage Resource Management
Bachelors in Computer Science - Computer Science
P.C Jabin KLE
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