GLADSON PAULOSE MATHEW
Professional Service Engineer [Data Storage/Cloud]
Niagara Falls,Ontario
Summary
Experienced professional with a background in technical roles including Professional Service Engineer, Sr. Assoc-Infrastructure, Technical Support Engineer, Storage Deployment Engineer, and Technical Support Associate III. Previous positions at Workforce Logiq Pvt Ltd, Sutherland Global Services Pvt Ltd, eTeam InfoServices Pvt Ltd, TEKSystems, Convergys India Pvt Ltd, Wipro Technologies, and B.A. Hospital & Training Centre have equipped me with a diverse skill set to excel in challenging environments. Seeking a position where technical prowess can be utilized to make valuable contributions for the benefit of the organization.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Professional Service Engineer
Workforce Logiq Pvt Ltd
05.2021 - Current
- Proficient in NetApp implementation and solutions such as Non-disruptive Controller upgrades, Storage Disk and Shelf upgrades, BIOS and Service Processor Firmware upgrades, etc.
- Performed remote service delivery while minimizing interruption to the production and DR (Data Replication, Backup and restore tasks) systems.
- Assisted the client with storage space utilization issues; Volume/LUN/Aggregate space issues, Network issues; LIF migration, port down, CRC errors, data inaccessible issues, etc.
- Skilled in the configuration and provisioning of NAS (Network-Attached Storage) and SAN (Storage Area Network) systems.
- Supported Field and Data Center Engineers in executing site power-down and power-up procedures.
- Handled activities related to the decommissioning of storage systems and followed all the process related tasks during the activity.
- Skilled in managing the renewal of server and CA security certificates.
- Prepared the team to be successful through proactive training, sharing knowledge and best practices.
- Assisted the client with data protection tasks, creating, scheduling, and restoring the snapshot backups.
- Provide remote assistance to the clients or onsite engineer with implementing the action plans.
- Resolving the day-to-day storage technical issues, and collaborating and working with NetApp/Vendor support engineers.
- Following the SLA (Service Level Agreement) for any system generated Incidents, Service Requests, Change Requests, Emails, and alerts, thereby ensuring the consistent client satisfaction.
- Created the SOP (Standard Operation Procedure) for the team to address the new client to the projects.
- Preparing monthly capacity reports for clients and updating them about storage utilization, availability, efficiency, and capacity forecast details.
- Creating the change requests for the respective client approval for any action as per the ITIL process.
- Analyzed, troubleshot and diagnosed problems and provided prompt reconfiguration, rectification and solutions.
- Tested and checked performance of hardware and software programs.
- Improved system efficiency with thorough troubleshooting and root cause analysis of technical issues.
- Reduced equipment downtime by performing regular maintenance checks and implementing preventive measures.
- Performed periodic testing of all networks and systems.
- Perform site wide DR Drill activity.
- Provided comprehensive training to junior engineers, fostering professional development within the team.
Sr Assoc-Infrastructure
Sutherland Global Services Pvt Ltd
04.2019 - 05.2021
- Worked as a NetApp Support Engineer for the NetApp Global Technical Support project.
- Assisting the customer during Controller or Node down situations.
- Analyzing the logs provided by the customer and troubleshooting various NetApp ONTAP Software (7-mode & C-Dot) and Hardware issues.
- Providing the onsite action plan to the NetApp or NetApp TPM Engineers to fix the Data Centre, Storage Controller, Storage Data Disk Shelves, and Service Processor issues.
- Answering the NetApp Global Support client or ASP (Alternate Service Provider) queries over the call or via a remote session.
- Providing upgrade plan and quick assistance during the NetApp FAS/AFF (Fabric-Attached storage/ All Flash FAS) ONTAP cluster upgrade.
- Received top performance awards for the excellent service delivery.
- Promoted to an internal (Priority) P1 critical team to handle the data unavailable/data recovery situation.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
Technical Support Engineer
eTeam InfoServices Pvt Ltd
08.2018 - 01.2019
- Trained on ESXi architecture, VMware storage, and network, vSphere baselines; vSphere Web client, vSphere update manager, VCSA by VMware Software India Pvt. Ltd. And completed the Baseline VMware certification on the respective vSphere suite.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked in the VMware Storage team, assisting VMware customers by troubleshooting ESXi, vmdk, NFS, and RDM storage-related issues.
- Worked as an Information systems testing technician to verify the system access to the server and backend storage systems.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Storage Deployment Engineer
TEKsystems
01.2017 - 06.2018
- Performing online and offline remote global deployment on the HPE 3PAR StoreServ Inservs (7000, 8000, 10000, 20000) and Service processors.
- Assisting customers with the host preparation and mandatory recommendation for the 3PAR OS and service processor upgrade.
- Performing host compatibility checks with the host details provided by the customer for the Online HPE_3PAR OS upgrades, and reverting to the customer with the detailed report.
- Providing Technical Troubleshooting for the storage issues which occur during the HPE 3PAR StoreServ Software upgrade.
- Collaborating with different teams to work toward solutions for the HPE clients.
Technical Support Associate III
Convergys India Pvt Ltd.
07.2015 - 10.2016
- Managing incidents trigged by Storage devices and moving the incidents to the right team on priority bases.
- Audits and/or surveys to drive improvements.
- Driving group chats and bridge calls effectively to resolve incidents.
- RCA preparation.
- Performing technical hardware troubleshooting and resolution of reported problems by NetApp customers.
- Supporting Data ONTAP operating systems- 7-mode, Cluster-mode.
- Troubleshooting NetApp hardware issues like Disk, Shelf, IO Modules, PSU, FAN, and Chassis.
- Supporting NetApp FAS Storage Systems.
- Supporting SAN and NAS technologies.
- Monitoring NetApp hardware and providing solutions for FAS Storage Systems.
- Supporting high-value customers in resolving their issues with Storage Systems.
- Delivering quality work through effective case management, policy, and process.
- Sound Knowledge of SmartSolve Tool, IMT Tool, and autosupport reports.
- Good knowledge of Hardware components of NetApp.
- Using SAP tools for ticketing purposes.
- NAS Features (NetApp): WAFL, Snapshot, SnapMirror, Data Deduplication, RAID.
Project Engineer
Wipro Technologies, Bangalore
03.2013 - 07.2015
- Troubleshooting on Celerra, Clariion, and VNX-related issues.
- Handling priority tickets, Handling Data Loss and Data Unavailable issues.
- Collecting Storage Processor logs and reviewing them after collaborating with the Clariion team.
- Troubleshooting Celerra Panic issues by collecting and analyzing logs, and providing root cause to the customer after the consult with the Engineering team.
- Help the customers with replication issues. Creating RAID groups, binding LUNs, creating Meta LUNs, creating Storage Groups, registering hosts.
- Providing support to EMC Customer Engineers onsite during various maintenance activities. Providing Solutions to different issues in the NAS environment.
- Gathering the Reports for maximum dispatches/hardware failures occurring on EMC Celerra Boxes.
- Detailed analysis of Customer issues on EMC Celerra Boxes.
- Carrying out Research and Development on recurring issues on the Celerra and collaborating with the experts to fix the same.
- Good Knowledge of Clariion, RAID, Zoning, and SAN connectivity protocols (SCSI ISCSI, FCP, FCOE).
System Administrator
B.A. Hospital & Training Centre
11.2011 - 12.2012
- Responsibility on the hosts, servers, switches, server room, and end users.
- Managed (HMS) Hospital Management System and the related issues.
- RDBMS entries and performance.
- Web Interface.
- User Access.
- Audit logging and transactions.
- Comprehensive user security.
- Maintenance hospital office reports and documents.
- Address hardware and network related issues.
- Designed the basic graphical advertisements; the hospital campaign and new treatments and other related advertisements.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Education
Bachelor of Computer Application - Computer And Information Sciences
Mangalore University
Mangalore, India 04.2008 - 01.2011
Pre-University Course (PUC) - undefined
State Board of Karnataka
01.2007 - 01.2008
10th Standard / SSLC - undefined
State Board of Karnataka
01.2005 - 01.2006
Skills
Technical support
Passport
Available
Personal Information
- Date of Birth: 02/19/90
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Place of Birth: Bangalore
Disclaimer
I hereby declare that all the information provided by me in this application is factual and correct to the best of my knowledge and belief.
Linguistic Data
- English
- Kannada
- Hindi
- Malayalam
- Tamil
Certification
NetApp Certified Technology Associate
Timeline
NetApp Certified Technology Associate
02-2022
Professional Service Engineer
Workforce Logiq Pvt Ltd
05.2021 - Current
Sr Assoc-Infrastructure
Sutherland Global Services Pvt Ltd
04.2019 - 05.2021
Technical Support Engineer
eTeam InfoServices Pvt Ltd
08.2018 - 01.2019
Storage Deployment Engineer
TEKsystems
01.2017 - 06.2018
Technical Support Associate III
Convergys India Pvt Ltd.
07.2015 - 10.2016
Project Engineer
Wipro Technologies, Bangalore
03.2013 - 07.2015
System Administrator
B.A. Hospital & Training Centre
11.2011 - 12.2012
Bachelor of Computer Application - Computer And Information Sciences
Mangalore University
04.2008 - 01.2011
Pre-University Course (PUC) - undefined
State Board of Karnataka
01.2007 - 01.2008
10th Standard / SSLC - undefined
State Board of Karnataka
01.2005 - 01.2006