Work Preference
Summary
Overview
Work History
Education
Skills
Military Service
Certification
Timeline
Generic
Open To Work
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Sanjit Chand

San Francisco,US

Work Preference

Desired Job Title

Principal Technical Support EngineerPrincipal Technical Support Engineer

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

HybridRemoteOn-Site
Location: San Francisco, CASan Jose, CASacramento, CA
Open to relocation: Yes

Important To Me

Career advancementWork-life balanceCompany CultureHealthcare benefitsPersonal development programsStock Options / Equity / Profit Sharing401k match

Summary

Accomplished Principal Technical Support Engineer with 14 years of experience in Technical Support and Customer Service. Possesses deep expertise in IT Support and thrives in fast-paced environments, demonstrating a proven track record of leadership through mentoring diverse teams to foster collaboration and growth. Experience includes collaborations with industry leaders such as Oracle and Xsigo Systems, reflecting a commitment to excellence. Key strengths include advanced problem-solving abilities, exceptional customer service skills, and a passion for enhancing customer satisfaction through innovative support solutions, consistently achieving a 30% reduction in future incidents.

Overview

1
1
Certification
14
14
years of professional experience

Work History

Principal Technical Support Engineer

Oracle America
11.2012 - 03.2026
  • Provided technical support for software applications, ensuring high levels of customer satisfaction and issue resolution.
  • Diagnosed and resolved complex technical issues across multiple platforms, enhancing system performance and reliability.
  • Collaborated with cross-functional teams to develop troubleshooting guides, improving response time for common user inquiries.
  • Led training sessions for new hires on support protocols and tools, fostering a knowledgeable team environment.
  • Streamlined ticketing processes using CRM software, resulting in improved efficiency in issue tracking and resolution.
  • Mentored junior engineers on best practices in customer service and technical problem-solving techniques.
  • Conducted root cause analysis of recurring issues, implementing solutions that reduced future incidents by 30%.
  • Developed comprehensive documentation for technical procedures, facilitating knowledge sharing across the support team.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
  • Performed root cause analysis of reported issues to enact corrections.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Tier-3 support and SME input to internal and external customers.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Empowered users by conducting workshops on best practices for software and hardware maintenance.
  • Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
  • Improved client satisfaction with personalized troubleshooting sessions that catered to individual needs and skill levels.
  • Initiated feedback loop with customers to better understand recurring issues and address them proactively.
  • Enhanced user experience by resolving complex software issues swiftly.
  • Served as key liaison between technical team and non-technical stakeholders, translating complex technical details into understandable terms.

Principal Technical Support Engineer

Xsigo Systems
06.2012 - 11.2012
  • Supported Oracle Virtual Networking and Engineered Systems using Infiniband switches.
  • Maintained technical expertise across Oracle products via training and daily support.
  • Collaborated with engineering to analyse incidents and wrote knowledge base articles.
  • Acted as a Product Responsible Engineer for Infiniband switches.
  • I led Global support for Oracle Fabric Interconnect F1-15 and F2-12.

Education

Certificate - Network and Systems Admin

Ohlone College
Fremont
02-2021

Skills

  • Oracle Cloud Infrastructure
  • Network Protocol Expertise
  • Linux Operating Systems
  • Windows Operating Systems
  • Storage and File System Management
  • Network analysis tools
  • Wireshark
  • Troubleshooting
  • Customer Support
  • Problem Solving
  • Technical Documentation
  • SmartNic
  • Jira
  • Confluence
  • GPU200
  • GPU300

Military Service

Field Artillery Cannon Crewmember at United States Army - 1987 to 2003

  • Operated and maintained artillery systems to ensure optimal performance during training and combat operations.
  • Conducted pre-fire checks and safety inspections to uphold operational readiness standards.
  • Collaborated with team members to execute precise targeting and firing procedures in various environments.
  • Trained new personnel on equipment handling, safety protocols, and mission execution strategies.
  • Operated self-propelled howitzers and ammunition trucks safely. Determined elevation and grid azimuths with maps and map overlays. Developed expertise in multiple weapon systems including howitzers, mortars, rockets launchers contributing towards an increased operational flexibility for the unit.
  • Communicated over wire and radio and identified strategic target locations.
  • Deployed and maintained rifles, machine guns, grenades and rocket launchers in offensive and defensive operations.
  • Supported infantry and tank units with howitzer cannons during combat and played crucial roles in battlefield success.

Certification

  • Oracle Cloud Infrastructure 2025 Networking Professional
  • Oracle Cloud Infrastructure 2022 Certified ed Cloud Operations Professional
  • Oracle Cloud Infrastructure 2021 Certified ed Architect Professional
  • Oracle Cloud Infrastructure 2021 Certified ed Cloud Operations Associate
  • Oracle Cloud Infrastructure Foundations 2020 Certified ed Associate
  • Oracle Cloud Infrastructure 2019 Certified ed Architect Associate
  • Oracle Linux 8 Advanced System Administration
  • OCI Multicloud Architect Professional
  • Cloud Security Professional
  • Discover and Train in Cybersecurity
  • CCNA Boot Camp
  • Deploying Cisco ASA Firewall Solutions
  • Cisco ASA 5500 Series Adaptive Security Appliance
  • Data Center Unifi ed Computing Implementation
  • Fabric Administration

Timeline

Principal Technical Support Engineer

Oracle America
11.2012 - 03.2026

Principal Technical Support Engineer

Xsigo Systems
06.2012 - 11.2012

Certificate - Network and Systems Admin

Ohlone College

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Sanjit Chand