Rashmi Suvarna

Technical Support Engineer, Level at EMC Corporation

• India
• July 2012 to July 2014

Technical Skills : Storage devices and database/software/documentation, VMware vSphere, AD, DNS, DHCP, SMB, NFS, FTP, MS Office, UNIX, LINUX, Networking, Php, MySQL, Apache, HTML5 and Computer Graphics.

Skills exhibited in the job profile:

 Good knowledge in System and Storage devices and database/software/documentation.
 Worked on VMware vSphere, AD, DNS, DHCP, SMB, NFS, FTP, putty etc
 Expertise in UNIX and LINUX implementations.
 Ability to work in a high-pressure environment.
 Problem solving and troubleshooting skills.
 Exhibits confident behavior.
 Time management skills.
 Ability to work independently.


 Summary of the job profile:

 Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers.
 Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both EMC's business operations and the business operations of EMC customers.
 Applies technical support expertise to resolve customer issues.
 Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field EMC employees, Chat and Web support calls.
 Works closely with peers and internal SMEs to increase knowledge and resolve customer issues.
 Identifies and provides resolutions to technical problems. Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.


 Principal Duties and responsibilities exhibited in job profile:

 Interfaced directly with customers, managed own schedule of cases which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.
 Applied technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; used operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.
 Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
 Maintained a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
 Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution.
 Participated in eService content creation (self-service) such as Chat, and Support forums.
 Validates technical information and issues early warning and disseminates information as needed.