Girish Ranjan S

• Cortex XSOAR combines security orchestration, incident management, and interactive investigation into seamless experience.
• Working in TAC support to assist customers with configuring live backup and multi-tenant setup

• Handling Training and Skill development of Support Engineers (SME skills) - Reporting to Support Director and Senior Managers
• Handling project on Case deflection implementing AISERA AI to focus on reducing case flow to technical support teams. Building guided troubleshooting/Installation/Initial Configuration work flows - Reporting to Technical Directors and Sr. Directors (technical support)
• Worked on Talent acquisition program, hiring (TSE1 - TSE3) for technical support teams - Reporting to Senior Manager for hiring and Talent Acquisition.
• As L4 support engineer, work closely with product engineering teams to resolve product issues, bugs and issues observed in virtualization solutions, for overall product improvement
• Handling Knowledge Base creation for VMware technical Support for Infra SMEs, Virtual Machine related issues and concepts, ESXi related issues and configuration, VMware Infra related issues with Storage implementation. Reporting contents to Senior Staff Engineers and Technical Director.
• Handling Aged case Progress/Resolution and overall closure until customer satisfaction - Reporting to Senior Staff Engineers and Senior Manager
• Responsible for skill development for L2, L3 Engineers and Escalation Engineers (Delivering Trainings under Talent Acceleration program)
• Responsible for Training Americas support BU on trending issues, Engineering updates, known issues, process updates and upcoming product features.
• Responsible for Topics creation and Updating Technical support topics using Mind mapping and enhance topic usage to categorize trending issues and help engineering team with product improvement - Senior Staff + Technical Director
• Handling executive escalations for Infra SMEs (ESXI, VM, Storage and Performance) and providing executive summary as per critical time lines.

• Driving pre-emptive and preventative recommendations which are tailored to customer’s business needs and technical environment
• Worked as a Support Account Manager and Technical Analyst for NetApp products managing entire Italian NetApp Clients entitled for SAM service
• Responsible for generating, analyzing, and reporting customer data from various enterprise sources and Data Centers
• Provide informed strategic planning, storage support best practices and upgrade advice
• Understand customers environment and apply NetApp knowledge to improve overall support experience
• Maintain customer install base information in NetApp system of record up to date as needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations
• Through combination of expertise, analytic, tools and a deep understanding of customers' operating environment, SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of NetApp Solution
• SAM Technical Analyst influences customers to adopt best- practices by regular tracking of preventative remediation actions derived from recommendations
• Identify opportunities to improve and enhance technical analysis and representation of customer recommendations
• Manage special projects as assigned by management to meet customer and cross-functional team needs
• Conduct weekly semimonthly or monthly meetings for case reviews to identify issue trends and opportunities for corrective actions.

HP Storage Consultant (LHN, 3PAR, EVA, MSA, Tape Library,

• Initial installation and implementation of the 3PAR Storeserv array.
• Service processor to collect current array performance, error detection, and reporting to support diagnostic and maintenance activities involving Inserv.
• Worked with Onsite engineers on numerous hardware upgrades such as disk drive enclosure, disk shelf and node upgrades as well as cabling request to ensure all tickets opened for HP are performed successfully
• Thin Volume and Storage Virtual Volume creation and troubleshooting related issues
• HP 3PAR Storeserv Health Check and provide in detail performance and Analysis reports
• Successfully executed 3PAR Inserv OS upgrade from 3.1.1 MU1 to 3.1.2 MU2.
• Supporting LHN storage systems from creation of cluster pools providing Network Raid level redundancy
• Creating volumes with multi mirror replication and support
• Supporting issues related to performance, thin provisioning, snapshots and space reclamation
• Installation and upgrade of LHN SANiQ OS, upgrading patches and firmware.
• Creating and Supporting zoning issues related to SAN configurations
• Troubleshooting network issues related to port errors and network drops
• Assisting customers on taking configuration backups, upgrading the firmware on Brocade SAN switch

• Worked on ITIL process of Change Management and Incident Management
• Global support for all requests on Change Management, Client - Diageo

• Technical Support Expert for Dell Desktop computers, Dell portable computers, Dell wireless routers

• Nationality: INDIAN
• Languages: ENGLISH, KANNADA, HINDI
• Hobbies: Aquascaping and Collecting Exotic Fresh Water Fishes
• Strengths: Quick Learner, Team Player, Adaptability to work independently for assigned projects other than the existing job role