Upasana Pant
Technical Support Engineer
Noida
Summary
Technical Support Engineer with 5+ years of experience delivering exceptional technical assistance and customer service. Expertise encompasses advanced troubleshooting in storage, networking, and data management, ensuring seamless operation for major enterprise accounts. Proven ability to lead teams, manage critical incidents, and drive customer satisfaction through effective communication and problem-solving strategies. Recognized for contributions to knowledge sharing and training initiatives, fostering a collaborative environment that enhances team performance. Committed to leveraging technical skills to resolve complex challenges and support client success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Salesforce
Bangaluru
07.2024 - Current
- Provided comprehensive technical support for Tableau products, resolving client issues related to data visualization, dashboard performance, and integration.
- Delivered technical solutions involving cloud-based deployments and integrations on AWS, including troubleshooting Tableau performance issues on cloud infrastructure.
- Collaborated with cross-functional teams to troubleshoot and escalate critical cases while ensuring timely resolution.
- Maintained high customer satisfaction by delivering prompt, clear, and effective technical solutions.
Customer Success Engineer - L2
Rubrik
Bangalore
07.2021 - 06.2024
- Received Rising Star Award
- Working as Customer Success Engineer for Backup Appliance such as Rubrik CDM
- Sound experience in escalation handling
- Primarily working on cluster operations, i.e., handling node functionalities.
- Day-to-day tasks include logging and root cause analysis for every node/cluster down scenario.
- Troubleshooting network-related changes to access the cluster.
- Hands-on experience with AWS and Azure cloud environments, including integration with on-prem backup solutions, managing cloud storage targets, and troubleshooting cloud connectivity and replication issues.
- Working on all hardware issues related to a cluster and managing the pre and post replacement procedures, assisting in hardware installation/ replacement
- Configuration of a cluster from scratch
- Sound experience in escalation handling
- Worked with multiple ticketing tools like Salesforce360 & Salesforce-lightning
Technical Support Engineer
Wipro Technologies
Bangalore
10.2019 - 06.2021
- Storage And Backup Administrator (Oct 2019 - March 2021)
- Providing Storage and Networking Technical Support to the customers
- Handled issues related to VNXE 2 Series (3200, 1600), UNITY
- Technical Lead (April 2021 - July 2021)
- Backlog review of the Assignee's
- Managing the work of ~25 TSE's i.e., assigning tickets and helping in closure of tickets by communication with customers
- Providing input to team in getting CSAT from the customer
- Working on escalations and pitching into call whenever necessary
- Handling major and critical incidents, SLA breaches, follow-ups such that customer handling is according to Commitments
Education
Bachelor of Computer Application -
Lucknow University
06.2019
Skills
- SAN/NAS Storage
- Rubrik Backup Appliances
- Linux
- Networking troubleshooting
- Salesforce CRM
- Cloud Platforms (AWS, Azure)
Certification
- Rubrik Certified Associate - CDM Cluster Management
- Customer Experience Management Professional
- Rubrik Certified System Administrator v9.0
Accomplishments
- Won 'Employee of the Quarter' award for the Q3/Q4 20-21.
- Received appreciation and applause badge for being 'Quality star of the Month'.
Languages
- English
- Hindi
Timeline
Technical Support Engineer
Salesforce
07.2024 - Current
Customer Success Engineer - L2
Rubrik
07.2021 - 06.2024
Technical Support Engineer
Wipro Technologies
10.2019 - 06.2021
Bachelor of Computer Application -
Lucknow University
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