Shivaprakash (Shiva) Subbanna
Wattle Groove,NSW
Summary
Customer oriented service IT professional with a solid background in providing a superior level of technical service to a wide customer base, excellent skills and experience in Systems, SAN and Networking. Proven performance across variety of areas of (on site) customer need including installations, maintenance and repairs and configuration of system hardware, software and network components. Achieved outstanding Performance Awards for providing professional service to large multinational IT companies. Excellent oral, written communication skills, analytical and problem-solving skills. Worked individually and as a team member to resolve customer problems ensuring appropriate technical account management plans. Provide telephone support and resolve any system related customer issues. Astute Support Engineer with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Astute Support Engineer with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
20
20
years of professional experience
Work History
Senior Customer Support Engineer
Digital Engineering Corporation (Australia)
04.2010
- Successfully serviced wide range of customers to provide ongoing and ad hoc maintenance and rectification of customer technical problems at client sites
- Performed installations, maintenance, and repairs on customer equipment primarily onsite (Servers, storage and tape libraries)
- Performed IOS updates and configuration upload to Cisco switches.
- Managed customer problems promptly and followed up until completed by developing action plans and following through to solution
- Performed proactive preventative maintenance and diagnostic tests to identify and rectify problems before failure.
Customer Support Engineer
Hewlett-Packard Pty Ltd
08.1993 - 03.2010
- Installed hardware, systems, devices, peripherals, basic operating systems and software applications
- Configured system hardware, software and network components
- Diagnosed and break fix, maintenance and upgrades at customer sites
- Updated servers, tape libraries, SAN switch and Enterprise storage systems to latest firmware and IOS
- Determined site and equipment requirements and clarified customer needs to ensure all service needs are met for customer’s satisfaction
- Worked individually and as a team member to resolve customer problems ensuring appropriate technical account management plans
- Analysed and gathered data from broad range of resources to solve technical problems, following up with customers to ensure solutions delivered
- Worked primarily unsupervised on 24 X 7 covering whole of metropolitan Sydney, meeting deadlines and exceeding customer expectations.
Computer Technician
Digital Equipment Corporation
10.1991 - 08.1993
- Integration and testing of Windows servers and custom built systems
- Install and test operating systems (Windows, VMS and Unix).
National Repair Centre Engineer
Unisys Australia Limited
10.1989 - 10.1991
- Perform repairs on Bank Teller Machines and monitors.
Education
Bachelor's Degree in Electronics And Commnications - Engineering Technology
University of Mysore
India12.1983
Skills
- Windows
- UNIX
- VMS
- Enterprise servers
- Hardware diagnostics
- System Configuration
- Escalation management
- Repair work
- Customer Support
- Documentation And Reporting
- Technical Support
- User Training
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking Abilities
- Excellent Communication
- Training and mentoring
- Effective Communication
- Decision-Making
- Friendly and Patient
- Task Prioritization
- Self Motivation
- Hardware and Software Repair
- Technical Troubleshooting
- Professionalism
- Device Installation
- Windows Servers
- Remote Support
- Issue and Resolution Tracking
- Hardware upgrades
- User Support
- Hardware and Software Configuration
- Software Upgrades
- Adaptability
- Highly Professional
- Interpersonal Skills
- Network Troubleshooting
- On-Site Support
Achievementsandawards
- Outstanding Performance Award - Unisys Australia
- Contribution to Excellence Award - Compaq Australia
- Bright Star Award - Hewlett Packard Australia
Personal Information
- Citizenship: Australian Citizen
- Driving License: Class C
References
Available on request
Timeline
Senior Customer Support Engineer
Digital Engineering Corporation (Australia)
04.2010
Customer Support Engineer
Hewlett-Packard Pty Ltd
08.1993 - 03.2010
Computer Technician
Digital Equipment Corporation
10.1991 - 08.1993
National Repair Centre Engineer
Unisys Australia Limited
10.1989 - 10.1991
Bachelor's Degree in Electronics And Commnications - Engineering Technology
University of Mysore
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