Vikram Patel Email & Phone Number

Norcross, Georgia, United States

Provide hardware support of Dell, HP, IBM Servers, as well as EMC and NetApp Storage Devices. Resolve hardware, and software problems to fulfill customer requestDocument problems' status and resolutions to maintain support history.Responsible for Case Management from Inception until Closure.

Atlanta, Georgia, United States

Maintain and Working in a Global Support Center/NOC. Dealing with multiple customer environments. Respond to server, network and storage alerts as triage level of support and liaison between Senior Engineers to investigate appropriate resolution for global external clientelePrimary duties were handling any DC related cases (NetApp, VMware, UCS), however, would assist with Infrastructure (IS) and Network (CN) issues. Triaging issues as they come into the Support Center from an ITIL perspective, from a full site down to expanding a drive.Respond, track, and document all activity for incidents and resolutions while prioritizing incoming work requests and managing a high volume of incoming tickets to meet SLAs.Providing communication to clients within a timely manner on any issues. Working projects and collaborating with other engineers Helping teach Analysts work cases and training them up. Coordinate with the other IT team members the development of Engineering knowledge basePerform and assist hardware / software upgrades

Raleigh-Durham, North Carolina Area

• Address critical problems experienced by customers, which include troubleshooting, diagnosis, and resolution of technical support issues• Provide immediate feedback to customers via email and phone and follows-through until problems are resolved• Provide level one technical support for Brocade, Cisco switches, and global support of SAN/NAS infrastructures• Effectively use test labs to recreate and solve customer issues to provide best-in-class support for customers• Attend technology and product training to maintain current and high level technical skills• Manage assigned tasks and/or projects

Raleigh-Durham, North Carolina Area

• Supported and managed SAN/NAS storage and networking resources (e.g. LUN masking, zoning, and storage array configuration changes)• Monitored the IT environment using NetApp OnCommand, NetApp Management Console, and Data Center Network Manager• Utilized SAN/NAS reporting, monitoring, and management infrastructure, locally and globally• Used data protection tools (e.g. Snapshot/Restore, SnapMirror, SnapVault, FlexClone, SnapLock, Multistore,SnapDrive, and SRDF)• Created NAS volumes (e.g. vfilers and qtrees )• Produced luns and metaluns according to host requirement• Mapped luns to FE ports and masked those luns to the hosts using SymCLI and SMC• Performed disaster recovery solutions using MirrorView and SRDF in EMC Clariion andWindows/Solaris/Linux/Unix EMC Symmetrix DMX.• Provisioned and decommissioned storage from DMX 3/3000 and Clariion CX 3-40/80 for hosts using SolutionEnabler CLI and Navisphere manager/NaviCLI• Created and resolved change controls and support tickets• Worked alongside colleagues and team members to manage IT related projects as needed• Participated in the implementation of improvements to existing production storage environments