Poojashree C

WORK HISTORY

EDUCATION

ABOUT POOJASHREE C

Lead EMC Hyper-Converged Enterprise Support Team as level-two Engineer providing assistance to different users globally in a 24/7 support environment. Processed over 5 -6 support requests/day received for technical assistance on a wide range of issues on storage. Monitoring Dell EMC SAN/NAS/PowerPath/PowerFlex/PowerFlex Rack System health and performing initial and intermediate troubleshooting activities.Assisting clients and troubleshooting issues they face related to Server based, OS ie Linux/VMware ESXi/Ubuntu/Windows in their production environment. Diagnose, troubleshoot, and resolve hardware, software, or other network and Storage Array problems, and replace defective components when necessary. Recommend changes to improve systems and network configurations and determine hardware or software requirements related to such changes. Worked with the software development team on reported errors and bugs on newly released software and assisted in the deployment of release fixes. Mentoring Technical Support Engineers with best practices involved and service request handling. Working knowledge of CRM platforms such as Salesforce.com and collaboration tools such as Web-ex, Zoom, JIRA, Confluence and MS Teams.Proactively engage with internal stakeholders to help Dell EMC meet SLAs, organizational goals, and metrics. Understand the technical problem and its impact on the customer’s business.Worked in successfully delivering RCA for critical issues and have been able to avert multiple WUR (whole unit replacement) demands from customers and work effectively to restore customer confidence in the product and process-Technical skills -• Hands on experience on Linux (RHEL/CentOS) commands to check on performance and troubleshooting on the space and storage devices.• Deployment, Management and complex software /hardware troubleshooting for more than 5 years.• Hands on experience on Power Edge(13, 14 Generation) Hardware and supported components and Firmware’s.• Knowledge and troubleshooting in VMware ESXi and vSphere, VMotion, Fault Tolerance, High Availability, Distributed Resource Scheduler and provisioning storage and volumes.Good understanding of DBMS, SQL/MySQL, API/REST API and JVM.• Good understanding of cloud, network functions, standards, and protocols (e.g. proxies, SSL, load balancers, DNS, etc.• Utilized LINUX/Windows environment in supporting storage area network. Integration and troubleshooting LDAP, Active Directory, and DNS.