Responsible for providing Level I and level II support to Egnyte customers.Roles and Responsibilities includes:• Deliver remote technical support to enterprise customers using Stratus high availability software products.• Collaborate and interact with customers using web, email and phone to help understand, troubleshoot and resolve problems.• Perform analysis of system log files and interpret symptoms as part of the problem analysis and to determine the correct resolution path.• Research required information using available tools and resources and performing additional technical escalation when necessary.• Follow established process and procedures to provide best in class customer support, including detailed case management, follow-up and follow-through.

Part of the L3 support team for VERITAS BACKUP EXEC customer formerly known as Symantec Backup Exec.Providing Support for Backup Solutions for Backup Exec Application for issues related to configuration, installation and Troubleshooting on Issue related to the product. Additionally handling any cases related toVSR (Veritas System Recovery) responsible for managing backups and get the site up and running in cases of Natural Disaster or Calamity thruogh disaster recovery utilities.

Joined Server Support team for providing L1 anfd L2 Level Support for HPE Proliant Series Servers and storage boxes for configuration, installation and Troubleshooting and providing the necessary Action Plans after careful analyses of the root cause of the issue and analyzing the logs whenever necessary. Providing the Support remotely as well as on call, email and chats and documentation of every tickets handled on Salesforce. Support for fresh install and Configuration of Servers on Linux and VMware platforms. Configuring RAIDS and LUNS. Managing types of Servers. Connectivity with Storage like SAN,NAS DAS etc.

Initially joined Tech Support Team for Dell Consumer Laptops and Providing Hardware and Software related support remotely and on calls. The Zeal, passion and enthusiasm in justifying the roles and responsibilities bagged lot Awards and Recognition, and became the Resolution Expert for the Team. Actively participated in Windows 10 launch campaign and worked as SME during its launch.Got promoted as Senior Technical Engineer and Joined the Dell PLE Team Technical Spport for Dell Commercial Laptops and Workstation.With inclination Towards Windows Active Directory team joined the Inter IT Helpdesk Team and Provided support on Windows Active Directory Issue.

Handling British Telecom process and providing support to its Customers for queries related to Telephone Accounts and Billing. Handled Escalations and Up-selling their Broadband connections. Logging the calls and queries. Being my first job realized my capabilities of Handling Customers and Providing quality customer service and helping the customer irrespective of the moods customer used to call with.