Syed Abul Hasan Dafedar
Riyadh
Summary
Experienced IT professional with extensive expertise in NetApp storage solutions, including AFF/FAS Hardware and Ontap OS. Proficient in system management tools such as NetApp System Manager, Active IQ Unified Manager, and WorkFlow Automation. Skilled in cloud insights, Windows, VM, Linux-based web servers, and networking protocols like TCP/IP, DNS, HTTP, SMTP, and SSL/TLS. Strong background in system administration, file systems management, permissions handling, and endpoint security. Adept at using diagnostic tools like Wireshark and Tcpdump for network analysis. Knowledgeable in MSSQL fundamentals with experience in logs analysis and simple queries. Committed to leveraging technical skills to enhance organisational efficiency and security.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Engineer - 2
NetApp India Pvt. Ltd.
Bangalore
02.2022 - 01.2025
- Customer Case Management: Provided end-to-end technical support for enterprise customers across diverse environments, ensuring timely resolution of complex issues and maintaining high customer satisfaction levels
- Product Expertise: Specialized in supporting the OnCommand Product Suite (DFM, AIQUM, OCI) and Cloud Insights, handling deployments, troubleshooting, and upgrades on Linux, Windows, and OVA platforms
- Advanced Diagnostics: Analyzed customer logs to identify root causes of performance and connectivity issues
- Reproduced customer-reported issues in a controlled lab environment to validate resolutions
- Leveraged tools like Wireshark and tcpdump for network packet analysis and diagnostics
- System Administration: Installed and managed MySQL-based web servers hosted on Linux and Windows for Active IQ Unified Manager (AIQUM)
- Resolved configuration, compatibility, and system failures in storage systems, focusing on NetApp FAS/AFF and Ontap OS
- Collaboration & Escalations: Worked closely with engineering and product development teams to identify and resolve new bugs, ensuring updates were made to the Knowledge Base
- Managed escalations with a focus on speedy resolution and transparent communication with stakeholders
- Knowledge Sharing: Published technical articles and updates in the Knowledge Base under the KCS Publisher License
- Delivered technical training sessions for Level 1 engineers and newly onboarded Level 2 support engineers, enhancing team capability
- Process Improvement: Contributed to improving support processes by documenting troubleshooting steps, providing feedback to product teams, and participating in post-incident reviews
- Supported and mentored junior team members, ensuring consistent adherence to best practices
- Key Achievements: Developed a streamlined process for diagnosing recurring issues in Cloud Insights Acquisition Units, reducing average resolution time by 20%
- Recognized for creating and updating over 15 Knowledge Base articles, improving team efficiency in addressing similar issues
- Played a pivotal role in addressing a critical customer escalation involving a major OnCommand Insight failure, restoring services within SLA and earning client commendation
Technical Support Engineer - 2
Workforce Logiq
Bangalore
05.2021 - 02.2022
- Same as above
Senior Storage Administrator
Microland Ltd.
Bangalore
10.2018 - 05.2021
- Administered SAN/NAS environments, focusing on health checks, backup management, and performance optimization
- Conducted storage migrations and troubleshooting hardware failures, including disks and controllers
- Proficiently managed Cisco and Brocade SAN switches and collaborated with vendors to resolve escalated issues
System Engineer (Storage)
Convergys India Pvt. Ltd.
Bangalore
07.2015 - 10.2018
- Provided L1 technical support for NetApp storage solutions, including Ontap Upgrades and SnapMirror replication
- Hands-on experience in networked storage configurations and diagnosing hardware issues in high-availability environments
- Developed best practices and technical documentation to improve customer satisfaction
Specialist Associate Infra Engineer
Mphasis
Bangalore
06.2013 - 06.2015
- Supported storage clusters and resolved live production issues for enterprise clients, ensuring SLA compliance
- Performed diagnostics and upgrades for software and hardware systems, focusing on redundancy and fault tolerance
Education
Bachelor of Engineering - Computer Science & Engineering
Visvesvaraya Technological University (VTU)
Skills
- NetApp storage solutions
- NetApp AFF/FAS Hardware
- NetApp Ontap OS
- NetApp system manager
- Active IQ Unified Manager
- WorkFlow Automation
- Cloud Insights
- Windows
- VM
- Linux-based web servers
- TCP/IP
- DNS
- Layer 2/3 networking
- HTTP
- SMTP
- SSL/TLS protocols
- System Administration
- File systems
- Permissions
- Event Viewer
- Endpoint Security
- Wireshark
- Tcpdump
- MSSQL fundamentals
- Logs analysis
- Simple queries
- Database permissions
Certification
- ITIL V3 Foundation in IT Service Management.
- NS0-003 - NetApp Certified Technology Associate
- NS0-163 - NetApp Certified Data Administrator Ontap Professional
- NS0-184 - NetApp Certified Storage Installation Engineer ONTAP
- NS0-194 - NetApp Certified Support Engineer
Recognition
- NetApp Thank You Award (FY23-Q2, Q3, Q4)
- Recognized with 'Above and Beyond Call of Duty' and 'Superstar of the Month' awards at Convergys for exceptional technical support.
Timeline
Technical Support Engineer - 2
NetApp India Pvt. Ltd.
02.2022 - 01.2025
Technical Support Engineer - 2
Workforce Logiq
05.2021 - 02.2022
Senior Storage Administrator
Microland Ltd.
10.2018 - 05.2021
System Engineer (Storage)
Convergys India Pvt. Ltd.
07.2015 - 10.2018
Specialist Associate Infra Engineer
Mphasis
06.2013 - 06.2015
Bachelor of Engineering - Computer Science & Engineering
Visvesvaraya Technological University (VTU)
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