Arun Balaraman
Asquith,NSW
Summary
Highly experienced in Information and Communications Technology and Support services. Enterprise Technical Support with 10+ years of customer-facing support experience. Seeking to learn new technologies and improve skills in a dynamic environment while leveraging educational background, knowledge of server, storage technologies, and customer service experience. Goal-oriented and motivated to succeed in a dynamic environment. Strong communication skills with the ability to perform in a fast-paced environment, handling stressful situations and demanding customers. Strong troubleshooting skills with attention to detail.
Overview
1
1
Certification
Work History
System Reliability Engineer
Nutanix
08.2023 - Current
- Troubleshoot, debug, and diagnose issues on Hardware, and platform issues encountered in the field
- Provide analysis of our existing customer base to avoid and minimize risks in the field
- Define and lead changes to the product with our development engineering team based on feedback from customers and field implementations
- Work with technology partners to resolve issues and push improvements in our ecosystem
- Develop and work on internal and external knowledge bases.
- Enhanced system stability by implementing proactive monitoring and automated failover solutions.
- Reduced downtime incidents through comprehensive root cause analysis and timely issue resolution.
- Suggested system updates or changes after conduct in-depth technical reviews.
Enterprise Technical Support
Lenovo
- Trained in a range of Lenovo enterprise products like Server, Storage, Lenovo xClarity Controller (Server Management), and Lenovo xClarity Administrator Application
- Supporting customers with Lenovo hardware and operating system issues Vmware ESXi, and Nutanix
- Simulate client environment to help support with testing of updates with firmware, driver, and performance
- Providing clients with Vmware patches and updates as needed
- Handle client escalations professionally and promptly, keeping clients informed of the progress and the root cause analysis of their issues
- I also use the feedback from the escalations to identify and implement process improvements
- Document complex technical issues clearly and concisely using the appropriate ticketing system and initiate or coordinate the fix actions with the relevant internal and external stakeholders, such as the product engineer team and development team
- Provide timely updates to the clients on service-impacting events and communicate with them effectively in a highly stressful environment
- Understand and provide direction and assistance with troubleshooting complex technical support incidents, involving WAN/LAN environment issues, Fiber technologies, and large corporate hardware and software environments
- Solve highly complex problems that negatively impact product performance, using standard operating and diagnostic protocols and applying my in-depth product knowledge and expertise
- Participate in problem recreation and failure analysis of systems-level problems and provide input to training programs and serviceability enhancements within the Field and Technical Support Departments.
Enterprise Technical Senior Analyst
Dell
- Cross trained on PowerEdge Servers like Tower and Rack, Modular Infrastructure, Dell Storage MD series, Tape backup, and first-level support Dell Nutanix XC series
- Support systems management software tools like Dell OpenManage server administrator, OpenManage Essentials and Enterprise, Support Assist enterprise, and OpenManage Integration for VMware Vcenter
- Troubleshooting of Vmware-related issues
- Working knowledge of vSphere 6.0 and 6.7 Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures
- Document problems in the support solution database for diagnostics and solution implementation
- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identify, research, and provide input on unique or recurring customer problems
- Remain knowledgeable of Dell’s product line, current industry products, and technologies
- Focus on delivering a positive customer experience according to Dell standards
- Monitor and track issues to ensure accurate resolution.
Group Helpdesk Analyst
James Pascoe Ltd Group
- Delivering hands-on technical support and assistance to 493 stores and Head Office
- Examining polling and ensuring store connections (intranet, TimeTEQ) and emails) are up daily Maintaining professional relationships with external and internal stakeholders and ensuring all queries are responded to in a timely manner and resolving all technical issues
- Ensuring sales data are being processed through Pathway System
- Checking store’s ADSLs are running and email quotas
- Processing and completing store closure procedures
- Testing, implementing, and supporting Windows, Advance Retail upgrades, and any new projects
- Ensuring stationery orders (toners, register rolls, etc.) are fulfilled.
IT System Administrator
Laura Ashley Australia Pty Ltd
- Provided support for the IT Infrastructure including: Backups and tape management (Symantec Backup Exec, Shadow protect, Veeam) LAN/WAN network and connectivity Server installation and maintenance
- Built deployed and maintained IT equipment to the stores and Head Office
- Printing and configuration of IBM iSeries applications
- Stock control of IT consumables
- Lead support to other departments as required
- Provided phone-based support to store members on the Point of Sale register: Problem resolution with the POS hardware and software
- Feedback to the stores on nightly transmission status
- Resolve escalated incidents to knowledge and authority limits
- Responsible for continual improvement of systems, equipment, and applications: Prepared documentation and assisted in reviewing procedures
- Analysed and tested It delivered data
- Maintained websites
- Provided support for business operations: Checked and verified daily and weekly business reports, reprocessed stores that have not polled overnight
- Processed and reprocessed store’s data communication.
Education
Master of Science - Information Technology
Monash University
Melbourne, VIC01.2010
Bachelor in Engineering (Computer Science) -
Easwari Engineering College, Chennai, Tamil Nadu, India
01.2006
Skills
- Nutanix AHV
- Vmware ESXi
- Dell Server Hardware - idrac, Open Manage Enterprise
- Lenovo Server Hardware - Xclarity controller, Xclarity administrator
Certification
- VMWare Certified Associate – Data Centre virtualization 6.7
- Nutanix Certified Professional- Multicloud Infrastructure 6.5
- Nutanix Certified Master – Multicloud Infrastructure 6.5
Timeline
System Reliability Engineer
Nutanix
08.2023 - Current
Enterprise Technical Support
Lenovo
Enterprise Technical Senior Analyst
Dell
Group Helpdesk Analyst
James Pascoe Ltd Group
IT System Administrator
Laura Ashley Australia Pty Ltd
Master of Science - Information Technology
Monash University
Bachelor in Engineering (Computer Science) -
Easwari Engineering College, Chennai, Tamil Nadu, India
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