TAPAS KUMAR MAHANTA
Senior Staff Support Engineer
Bengaluru
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Flexible Technical Support Engineer with 12 + years of experience helping clients maintain smooth operations. Expertise in Virrtualization.Storage,Backup and Networking environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
6
6
Certificates
5
5
Languages
Work History
Staff Technical Support Engineer
DDN
Bengaluru
11.2019 - Current
- Part of Technical Support Team (Break-fix)
- Working with Engineering Team to fix customer issues and creating multiple KBs for customer
- SME for Virtualization
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Performed root cause analysis of reported issues to enact corrections.
- Designed tailored engineering solutions for customers based upon key requirements.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Creating Knowledge base and Confluence Documents for Team
- Create Virtualization Environment for Team
- Working with Solution Architects in helping them in environment set up and scaling for Tintri
- Managing design & implementation of problems and conflicts; suggesting improvement in the operations and processes for Tintri
- Served as primary point of contact for support relating to owned solutions and products
Technical Support Engineer
Western Digital
Bengaluru
05.2019 - 11.2019
- Result Areas:
- Part of Technical Support Team (Break-fix)
- Working with Engineering Team for fixing customer issues and creating multiple KBs for customer
- SME for VMware
- Work with Multiple Hardware Vendors
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as primary point of contact for support relating to owned solutions and products.
- Delivered Tier-3 support and SME input to internal and external customers.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained response times to support business continuity.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
Senior Technical Support Engineer
Rubrik
Bengaluru
08.2017 - 05.2019
- Part of Technical Support Team (Break fix)
- Working with Engineering Team to fix customer issues and creating multiple KBs for customer
- Setting up Rubrik environment from scratch and helping customers in RCA with any failures in environment
- Working with Solution Architects in helping them in environment set up and scaling for Rubrik
- Supporting & monitoring the existing infrastructure, supervising preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness.
Customer Support Engineer II
Cisco
Bangalore
12.2016 - 08.2017
- Result Areas:
- UCS deployment and troubleshooting on UCS and FI
- Working in Server Virtualization Team dealing with multiple vendors
- Setting up UCS environment with Help of Advanced Services Team
- Collaborating cases with VMware and Storage Vendor regarding deployment strategies.
- Configured and tested new software and hardware
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Installed, configured and maintained computer systems and network connections
- Installed and configured operating systems and applications
- Monitored system performance to identify potential issues
- Responded to customer inquiries and provided technical assistance over phone and in person
- Tested new software and hardware prior to deployment
- Developed and implemented preventive maintenance procedures
Technical Support Engineer
VMWare
Bangalore
12.2013 - 11.2016
- Key Result Areas:
- Ensuring that IT systems, applications, and communication equipment within organisation are managed and maintained in accordance with documented processes, procedures, guidelines, and instructions
- Developing plans for designing and implementing VMware virtual infrastructure and physical infrastructure; rendering consultation services for implementation of VMware Hypervisor ESXi and managing escalations on complex issues regarding VMware Infrastructure; advising clients on VMware
- HA implementations
- Supporting & monitoring existing infrastructure, supervising preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness
- Administering virtual and physical infrastructures that involve provisioning, reporting, monitoring, and maintenance of virtual machines & server management; ensuring implementation of best practices on vSphere for SAN, Network, and workload placement
- Delivering high-end pre-sales and post-sales technical support to VMware enterprise customers and assuring maximum end-user satisfaction levels through a solution of their problems; liaising with key partners such as EMC, Dell, HP, and EqualLogic for provision of speedy resolutions to customers; resolving business escalations from support teams across globe
- Mapping requirements and providing customers best solutions involving evaluation and definition of scope of project and finalisation of program/project requirements
- Managing design & implementation of problems and conflicts; suggesting improvement in operations and processes to make system foolproof
- Interfacing with clients for educating them about new products & features; delivering Presentation and Webinar to clients on various topics related to VMware products
Tech Support Engineer
HP
Bengaluru
11.2011 - 04.2012
- Result Areas:
- Leveraged messaging support skills on Microsoft Exchange 2007 and 2010; spearheaded installation, configuration, and administration of Symantec Enterprise Vault server 10.0 for Exchange servers
- Configured, operated, and maintained PST migration tools for migration of PST files
- Administered backups for unsuccessful and incomplete jobs, number of volumes available for backups in scratch pools, and data writing speed through Veritas Netbackup console
- Supervised VMware machines for their connection status, volume, disk space, CPU and memory utilisation.
Education
Bachelor of Engineering -
East Point College of Engineering And Technology
Bengaluru 07.2007 - 08.2011
Skills
Virtualization
Networking
Storage
Backup
Storage Array Management
Linux
Cisco equipment familiarity
Performance Analysis
Infrastructure planning
Servers expertise
Hardware knowledge
Teamwork and Collaboration
Training and Development
Certification
Certification in Windows Active Directory 2008 (MSCE)
Timeline
VMware vExpert 2018-2023
08-2023
AWS Solutions Architect
07-2021
Staff Technical Support Engineer
DDN
11.2019 - Current
Technical Support Engineer
Western Digital
05.2019 - 11.2019
Senior Technical Support Engineer
Rubrik
08.2017 - 05.2019
Customer Support Engineer II
Cisco
12.2016 - 08.2017
Certification in VCAP-5.5
07-2014
Certified Professional (VCP-DCV 5.0 /5.5/6.0/6.5 /6.7)
12-2013
Technical Support Engineer
VMWare
12.2013 - 11.2016
Certification in VMware Certified Associate - Data Center Virtualization (VCA-DCV) & VMware
08-2013
Certification in Windows Active Directory 2008 (MSCE)
08-2012
Tech Support Engineer
HP
11.2011 - 04.2012
Bachelor of Engineering -
East Point College of Engineering And Technology
07.2007 - 08.2011