AKHILA Santhaluri

Provided global support engineering for data protection solutions for the Data Protection Solutions Support Team focusing on DELLEMC PowerProtect DP Series Appliances.

Demonstrated expertise in integrated data protection appliances in Integrated Data Protection Appliance or DELLEMC PowerProtect appliances, EMC Storage, Avamar ,Data Domain.

-Reduced aged backlog (>21 days) through proactive case management and timely resolution strategies.

-Coached and mentored internal and partner teams on IDPA technical case management and customer handling techniques to improve service quality.

-Developed and implemented training activities for new hires, identifying performance gaps and providing targeted coaching to enhance team capabilities.

-Work alongside Engineering/ Product Managers and Support Teams to track new issues during Upgrades/Deployments and bring in those fixes in the upcoming versions.

-Hands on with Avamar Backup solution ; Data Domain troubleshooting ; Power Edge HW troubleshooting ; root cause analysis with reviewing TSR logs ; collaborations with Power Edge teams for review and confirmations further as part of IDPA service requests.

• Provided day-to-day support for network communications and infrastructure services for Micron.
• -Responded to calls, emails, instant messages, live help, and assigned tickets, assigning remedy work orders to appropriate support teams and ensuring follow-up until closure.
• -Use Remedy Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• -Coordinated relationships with vendors and support staff for effective resolution of hardware, software, and network issues.
• Diagnosed problems by discussing issues with users, recognizing problems, and researching solutions.
• -Performed user account management, evaluated and prioritized customer problems and complaints, and managed IP routing protocols (OSPF, BGP), SAP printing, and Active Directory account creations using SSH/Putty.
• – Global Account Management· Resolved RSA software issues by troubleshooting and implementing solutions.· Attending ERT's and Change Management Calls to address Production down issues·
• – Enterprise Mobility Management for IOS/Android DevicesProvided support for Jira and Confluence applications through user assistance.