Satish Pappu Email & Phone Number

Bangalore Urban, Karnataka, India

Bangalore

• Managing a team of 15 Engineers providing L3 and L4 support on all STaaS customer issues, activities, and requests.• Goal setting, Performance evaluation of the individuals in Team.• Aligning Organizations vision to Team Goals and driving service delivery.• Perform incident, problem, and change management process reviews to ensure improvements in quality, response, and resolution.• Management, development, and documentation of process and procedures for service delivery.• Maintaining strong relationships with major Enterprise customers resulting in high customer retention.• Collaborate with Account Teams, Customer, and team to facilitate key activities, such as upgrades/patching, hardware tech refresh, Storage Sizing, Storage addition, DR tests, and other key project tasks and milestones.• Collaborate with Product, Engineering, deployment, Logistics and other teams to drive Efficiency in service Delivery and Customer Experience.• Handling cross-functional escalations resulting in successful delivery of all in-scope services to the customer.• Participating in proactive re-engineering activities that provide recommendations to optimize support solutions, resulting in improvement in support services.• Manage and deliver all Service Delivery reports to an agreed schedule or on request, including management and performance reports.

Bangalore Urban, Karnataka, India

My role involved driving effective Customer Success and delivering efficient Support Account management for Global Customers like Cisco Intel, JPMC across Manufacturing, IT and BFSI verticals. The key Proactive and Reactive responsibilities include:• Understanding Business drivers and Conducting Value Mapping Exercises, Creating Success plans, implementing Success plans and Quarterly Business reviews, with Senior Level Executives up to the C-Level.• Coordinated with product development teams to align product offerings with customer needs, resulting in the successful addition of new products and features to the customer Install base, that drove revenue growth.• Analyzed customer feedback and worked with internal teams to improve customer experience, resulting in increased customer retention and repeat business, thereby helping generate 60 million in Revenue per annum.• Expanded the SAM (Strategic Account Management) program by identifying and adding new verticals, resulting in increased sales opportunities and revenue growth.• Acted as a NetApp product and processes SME on customer-focused activities, providing guidance and advisory services to customer teams and contributing to operational best practices.• Life Cycle management of NetApp products and Services.• Delivering Process review, Support tools training, & facilitating tech talks. • Assessing Environmental Risk Management, Bug Risk Assessment.• Providing Software and Hardware Recommendations, Upgrade planning and technical refresh planning.• Delegating and monitoring TPM (third party) work and providing feedback.• Performing Postmortems for Process/Service issues and providing feedback.• Tracking and mitigating Field Alert Analysis, System Monitoring.• Providing Cases/ Escalation management.

Bangalore

• Installation and configuration of Tegile Intelliflash hybrid/all flash storage.• Working on End to End storage Implementations projects in Windows and VMware environments. It includes implementing all protocols NFS and CIFS, FC, ISCSI and best practice recommendations for optimal performance.• Working on complex problems and deliver analyses of root causes across a stack of complex applications, OS, performance and storage (Windows cluster’s, Windows Hyper-V Environment and VMware Environments)• Creating and reviewing knowledge content for consumption by the services and support teams.• Creating training plans, imparting training to new hires, hand-holding them till they are production ready and comfortable with working Tegile product line.

India

* Windows and Symmetrix storage integration, ranging form configuring till troubleshooting Symmetrix provisioning to windows host and range of EMC products for storage migration, replication(local and remote) and multipathing. * Mentoring people in process and technical aspects to improve their Productivity.

Bangalore

Tier 2 support for Enterprise level customers for the following technologies:• Troubleshooting Disk Related issues (Dynamic disk and basic disk, NTFS errors, disk errors, SAN, NAS missing disks or disk volumes) , iSCSI ,FSRM , MPIO , Storage Manager and SAN Manager.• Volume shadow copy/ NTBackup and WBAdmin.• Setting up and troubleshooting Hyper-V, Virtual server 2005, Virtual PC 2004.• Setting up and troubleshooting Bitlocker encryption.• Troubleshooting Windows 2008 /R2 / 2003 / 2000- x86 and x64 Installations, upgrades, Updates and Service Pack / Driver installations.• Supporting and troubleshooting KMS, MAK and legacy Activation, VAMT 2.0.• Troubleshooting O/S installation and setup related issues.• Setting up and troubleshooting MS Failover clustering in windows 2003/2008/2008 R2.

Noida Area, India

• Create and manage user accounts in active directory.• Manage groups and group permissions.• Managing email accounts on exchange servers. • Provisioning applications that are published on AD.• Troubleshooting servers, desktops and laptops.• Configuration, Maintenance, Expansion and Extension of RAID through controller BIOS or GUI applications.• Raid support level (RAID 1, RAID 5, RAID 0 and Raid ADG).• First level support for Failover clustering, activation and server OS setup related issues.• Troubleshooting Windows server backup and ntbackup related issues.• Troubleshooting windows O/S related issues.• Troubleshooting activation related issues.

India

• Responsible for resolving issues that go unresolved by the frontlines and are hence escalated to the next level for the Consumer and commercial Notebooks Bussiness.• Owning all aspects right from troubleshooting till escalating the case to the engineering team in order to resolve issues which have a high business impact.• Taking responsibility of the launch and stabilization of a product every season.• Training the front line engineers and creating documents for them on new issues.• Providing support for the Linux based products for commercial customers.• Providing on call consultation support to the FLE’s whenever necessary.

Gurgaon, India

• Responsible for handling Technical Issues and queries for the customers Worldwide for the HP products.• Troubleshooting for the DeskJet printer and also ensuring for customer satisfaction.• Trained on multiple product lines like Deskjet printers, Digital Imaging Products. i.e. Cameras, Photo smart Printers and Scanners• Meeting the team targets by consistently meeting quality and performance parameters.

Senior Leadership Program, Computer/Information Technology Administration And Management

Msc, Information Technology, 77%

Bca, Information Technology, 67

Education record