About Me

Dell Technologies

• Key member of Dell’s In-Market Engineering / Storage Sustaining team, supporting enterprise-grade storage platforms including PowerScale (Isilon), EqualLogic and Compellent.

• Resolved 300+ critical customer escalations annually by reproducing issues in lab environments, performing deep-dive debugging, and partnering with developers to deliver software patches, reducing customer downtime and enhancing satisfaction.

• Designed and maintained lab infrastructure for simulation, validation, and training, improving test efficiency by 30% and enabling rapid reproduction of complex customer issues.

• Authored 40+ technical SOPs, runbooks, and workload analysis guides, improving troubleshooting efficiency for internal teams and reducing time-to-resolution for customer-facing support engineers.

• Performed root cause analysis (RCA) and post-release failure investigations using both factory and field telemetry, driving multiple firmware and software enhancements that increased product reliability across global deployments.

• Actively collaborated with cross-functional teams in engineering, QA, and support to deliver product fixes that directly improved Net Promoter Score (NPS) and C-SAT (85%+ consistently achieved).

NetApp

• Delivered enterprise-scale storage services for a Fortune 500 pharmaceutical client in the US, ensuring 24/7 availability of mission-critical research and business workloads.

• Provisioned and administered both block (FC, iSCSI, SAS) and file (NFS, SMB) storage environments, supporting thousands of end users across global business units.

• Led migration of petabyte-scale workloads from EMC to NetApp systems, improving performance and lowering storage TCO through optimized resource utilization.

• Troubleshot complex performance bottlenecks in SAN, TCP/IP networking, and NAS permissions, reducing average incident resolution time by 20%.

• Strengthened enterprise infrastructure security by managing multi-domain DNS and Windows Active Directory environments with zero major outages.

• Conducted cross-training sessions for 20+ engineers on EMC NAS systems, improving team skill readiness and reducing external dependency.

EMC Corporation

• Provided L2/L3 operational support to enterprise clients in the US and UK, overseeing 12 Isilon clusters and 50 VNX Unified Storage arrays totaling 22PB of mission-critical data.

• Managed disaster recovery replication and data migrations, ensuring zero data loss and meeting strict RPO/RTO requirements for financial and healthcare customers.

• Performed performance tuning and root-cause troubleshooting of hardware, software, and network issues, reducing downtime incidents by 15% year-over-year.

• Executed scheduled outages, firmware upgrades, and DR drills in alignment with ITIL standards, achieving 100% compliance with enterprise SLAs.

• Partnered with engineering teams to validate configurations from pre-production to production, ensuring seamless handoffs and successful go-lives.

Cerner Corporation

• Deployed Cerner Millennium software with Oracle DBMS/RAC to integrate Electronic Health Records (EHR) with third-party medical devices for real-time patient data access.

• Collaborated with cross-functional teams to install and configure EHR systems for clients, focusing on integration with medical infrastructures like GenLab and Micro Devices.

• Provided technical support for seamless integration of healthcare systems, enhancing clinical workflows and improving accessibility of patient records.

Wipro Technologies

• Led a team of 60 engineers, delivering technical support and training, consistently achieving a C-SAT score above 85%.

• Managed escalated cases, providing regular status updates and ensuring swift resolutions to critical issues.

• Drove business growth by adding a new product line to the support platform, resulting in $35K annual revenue increase.

• Collaborated with EMC teams to resolve product issues during POC and new deployments, enhancing client satisfaction.

• Interviewed and trained over 20 engineers, identifying training needs and improving overall team performance.