Goutam Seshadri
Principal Engineer, International Product Support
Chennai
Summary
Principal engineer, International Product Support with 10 years of experience across cloud/ hybrid infrastructure/ DaaS products. Strong communication and interpersonal skills to lead a team and develop teams across horizons.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Principal Engineer, International Product Support
Dell Technologies
Chennai
03.2021 - Current
- As a International product support engineering, work closely with engineering on bug fixes and product enhancements.
- Troubleshoot customer issues with Microsoft Azure services (Azure Active Directory/ AD Connect/ ADFS/ Azure Virtual Desktops)
- Troubleshoot and identify issues related to conditional access policies in Azure tenant.
- Work experience on zscaler products and their workflow.
- Automate workflow using shell scripting in Linux machines. (capturing TCPDUMP/ set log levels for various products through shell scripts).
- Troubleshoot SSL related connectivity issues with broker servers or websites.
- Working knowledge on on prem microsoft certificate authority and Public CA.
- Troubleshoot SCEP issue and experience on Network Device Enrollment service related issues and troubleshooting.
- Working experience on setting up Imprivata onesign server and configure computer based/ user based policies.
- Troubleshooting Vmware horizon workspace one products (Session connection/ profile issues/ SSO/ MFA/ Certificate related issues).
Senior Technical Support Engineer
Dell Technologies
Chennai
10.2017 - 03.2021
- As part of global escalation team members, resolve customer issues on End user computing technologies.
- Troubleshooting complex issues on VMware horizon, Citrix Virtual apps and desktops/ Amazon workspaces/ Microsoft Azure Virtual Desktop.
- In depth knowledge and understanding on media optimizations.
- Troubleshoot customer issues on audio/ video offloading functionality on zoom/ WebEx and Teams application.
- Troubleshooting web application slow performance/ server error codes 500/ 400 etc.
- In depth knowledge on capturing and analyzing Har file to troubleshoot performance browser related issues.
- Troubleshooting knowledge on wireshark capture and analyze data using filters.
- Understanding and knowledge on SSL traffic flow/ https redirection/ HTTP methods.
- Troubleshooting third party authentication/ ADFS/ SSO and SAML authentication.
- Knowledge on SMTP/ POP/ IMAP concepts.
- Knowledge on VPN concepts (Site to Site VPN/ Remote access VPN) and its protocol IPSEC and GRE tunneling.
- Troubleshooting performance issues on VDI including offloading functionalities.
- Reproduce customer issues in lab and provide solutions to customer in timely manner.
- Replicate customer issue and escalate to sustaining team for bug submission and further analysis.
- Co-ordinate with sales and accounts team to submit enhancement requests on customer behalf.
- Weekly meeting with high priority accounts to present open issues with current status/ next action plan and ETA for closure.
Senior Technical Support Analyst
Dell Technologies
Chennai
10.2015 - 10.2017
- Provided L3/L2 support for USA customers on Dell Wyse Products.
- Troubleshooting customer issues through phone call / WebEx.
- Experience on supporting endpoints connecting to Microsoft Azure, AWS and VMware infrastructure.
- Assisting customers with installation of VMware horizon view for creation of automated and dedicated pool desktops supporting PCoIP, Blast and RDP protocol.
- Troubleshooting VMware horizon view Instant clone and Linked clone environments.
- Troubleshooting customer's Xendesktop, XenApp and VMware horizon environments.
- Assisting global customers on defining Citrix HDX policies and VMWare UEM environments.
- Creation of scripts to push packages from Wyse Device Management software to automate process on end points.
- Experience in Creation and troubleshooting of FTP, HTTP and HTTPS sites using IIS manager.
- Lab setup to reproduce and troubleshoot customer issues.
- In house replication and reproduction of issues to support engineering team in resolving issues.
- Submit bug tickets to engineering team through JIRA tool.
Technical Support Analyst
Dell Technologies
Chennai
06.2014 - 10.2015
- L2/L1 support for global Dell Wyse customers.
- Troubleshooting FTP/HTTP firmware upgrade issue.
- Supporting global customer on different endpoint models connecting to Citrix, VMware and Microsoft backends.
- Helping customers in latest firmware upgrades and images for various Dell Products.
- Repairing/Diagnosing Dell hardware related issues.
Junior Engineer
Tulip Data Center services pvt ltd
Bangalore
03.2012 - 06.2014
- Rack mounting servers and laying physical cables for datacenter connectivity.
- Creating of VMs on Esxi hosts using vSphere client connecting to VCenter Server.
- Installation of client OS (Windows/Linux) and providing customer access through WAN.
- Assigning IP address, Gateway and DNS on Windows OS.
- Troubleshooting virtual machine connectivity issues.
- Installing and configuring FTP and HTTP sites using Microsoft IIS roles. Created images for various divisions for all desktops and laptops using Ghost.
- Provided support for DNS, DHCP and AD user related issues.
Education
Bachelor of Technology - Information Technology
Alpha College of Engineering
Chennai 08.2007 - 03.2011
Skills
- People management
- Escalation management
- Product development
- Cloud (Microsoft Azure/ Amazon Cloud Services)
- Desktop as a Service (Vmware Horizon/ Vmware Workspace One/ Citrix virtual apps and desktops/ Azure virtual Desktops)
- Operating Systems (Windows Server/ Windows Client OS/ Linux/ Windows IOT/ Dell ThinOS/ Dell Hybrid Client)
- Software-as-a-service products
- CRM- Jira/ Salesforce/ Siebel
Profile Highlights
- Leads monthly support-engineering interlock meetings to provide feedback to engineering team on customer's request/improvements on product.
- Coordinating with product line managers to define and prioritize release schedule.
- Implement various process to improve CSAT and CES score.
- Conducting bi-weekly meeting with technical support engineers to understand needs and set goals.
- Review knowledge base articles submitted by front line team and provide feedback for same.
- Presenting hot case tracking with current status/ next action plan and ETA for closure to executive leadership in monthly meetings.
- Review customer comments and CE score and close loop corrective actions.
- Mentoring and providing constructive feedback to support team members on improvement areas.
- Achieved 6% and below escalation rate quarter on quarter.
- Achieved bug conversion rate of 85% quarter on quarter.
- 80% of non bug converted tickets are converted to KB articles for internal technical references.
Accomplishments
Rewards and Recognition:
- 3-time significant contributor gold award winner,
- 4-time significant contributor silver award winner,
- Dell Champion award for the year FY15, FY16 and FY18,
- Entrepreneurial Spirit Q1 FY16,
- Game Changer Award for Winning Customers FY20,
- 2-time team player of the year award winner.
Certification
VCP - Desktop Virtualization
Timeline
Principal Engineer, International Product Support
Dell Technologies
03.2021 - Current
Senior Technical Support Engineer
Dell Technologies
10.2017 - 03.2021
Senior Technical Support Analyst
Dell Technologies
10.2015 - 10.2017
Technical Support Analyst
Dell Technologies
06.2014 - 10.2015
Junior Engineer
Tulip Data Center services pvt ltd
03.2012 - 06.2014
Bachelor of Technology - Information Technology
Alpha College of Engineering
08.2007 - 03.2011
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