Deepna Bains
San Jose,CA
Summary
Results-driven Staff Premier Support Engineer Lead with 10 years of experience in Technical support, troubleshooting, and customer service. Proven ability to lead teams, streamline support processes, and improve service delivery. Adept at mentoring technical staff, implementing best practices, and enhancing customer satisfaction through proactive support and issue resolution.
Overview
10
10
years of professional experience
Work History
Staff Premier Customer Operations Engineer - Lead
Cloudera
Santa Clara, CA
04.2020 - Current
- Serve as a technical escalation point for high-priority customers, ensuring rapid resolution of critical incidents.
- Provide expert troubleshooting and root cause analysis for complex cloud, SaaS, and enterprise software solutions.
- Worked closely with Premier clients to resolve escalated issues and improve user experience.
- Created knowledge base articles to enhance team efficiency and self-service support.
- Developed and implemented automation scripts to enhance operational efficiency and reduce manual tasks.
- Mentored junior engineers on best practices for system configuration and troubleshooting methodologies.
Senior Customer Operations Engineer
Cloudera
Santa Clara, CA
05.2019 - 04.2020
- Developing in-house projects using Java, Nifi, React.js and Hbase.
- Build the internal and external support community through successful engagements, training/knowledge transfer to client.
- Perform extensive troubleshooting including stack trace analysis and JVM tuning.
- Coach and mentor other support engineers to grow their technical and troubleshooting skills.
Technical Support Engineer
Hortonworks
Santa Clara, CA
05.2016 - 04.2019
- Support Hadoop ecosystem on Linux/Unix environments.
- Troubleshoot and Support Storm, Kafka and Spark issues.
- Connected with customers via phone and Webex to debug and resolve issues.
- Engaged Engineering teams on research findings and provide bug fixes.
- Contributing in building knowledgebase articles for Hortonworks Community.
- Presented essentials and advanced trainings to clients.
Education
M.S. - Software Engineering
San Jose State University
San Jose, CA12.2015
Bachelors of Technology - Computer Science
Guru Nanak Dev University
Amritsar, Punjab07.2012
Skills
- Kafka, Spark, HDFS
- Java, Nodejs, MySql
- IT Support & Troubleshooting
- Team Leadership & Mentoring
- Incident & Problem Management
- Technical Training & Documentation
- SLA Management & Process Improvement
- Staff training and development
Accomplishments
- Reduced support ticket resolution time by 15% through process optimization.
- Led a team that improved customer satisfaction scores.
- Implemented a self-service knowledge base, reducing repetitive inquiries by 25%.
Timeline
Staff Premier Customer Operations Engineer - Lead
Cloudera
04.2020 - Current
Senior Customer Operations Engineer
Cloudera
05.2019 - 04.2020
Technical Support Engineer
Hortonworks
05.2016 - 04.2019
Bachelors of Technology - Computer Science
Guru Nanak Dev University
M.S. - Software Engineering
San Jose State University