Sakib Khokhar Email & Phone Number

Reading, England, United Kingdom

Reading, United Kingdom

I'm member of the EMEA Backup Exec Support Team at Veritas, where my responsibilities include supporting the Backup Exec family of products including Desktop and Laptop Option (DLO).Being fluent in English, German and Hindi, I got to liaise with customers as well as colleagues from around the world, which enriched me as a person and a professional. In this role, my main responsibilities include:- Managing cases that are escalated by the Advanced Technical Support Engineers. This involved reviewing the case details as well as in-depth analysis of various debug logs to identify a resolution or workaround or identify it as a product defect / enhancement and document it as such for the Engineering team and closely work with them and the customer to resolve those issues.- Updating existing or creating new technical documents (Technotes) in our Knowledgebase to detail a resolution or workaround to keep external customers/partners as well as internal teams informed.- Facilitate, create and update technical training on Backup Exec and DLO for new hires as well as Advanced Support Engineers.- BETA testing new releases of Backup Exec and DLO to identify product defects / enhancements and documenting them in critical feedback for resolution by the Engineering team, before the products are generally available.- Closely collaborate with Engineering, Product Management, Technical Sales and Support Managers about product related issues to help identify trends as seen by customers and partners with a view on how those products could be improved.

Reading, United Kingdom