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Oracle Advanced Customer Services Jun 2012 to Feb 2017​

Principal Advanced Support Engineer
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Proven Track Record of High Availability :

 I Installed and configured a wide range of Sun/Oracle products, including Exadata,Exalogic, SPARC SuperCluster, Private Cloud Appliances, servers (M5000, M9000, M5-32, T5-8), Solaris 11, Sun Cluster, LDoMs, ZFS storage, tape libraries, and various SAN/NAS solutions.

Implemented solutions achieved exceptional uptime, with some servers and storage systems running continuously for over 1095 days (3 years). This accomplishment was achieved through:

  • Strict adherence to Enterprise Installation Standards

  • Rigorous resilience testing

  • Ensuring proper data center environments

  • Balancing virtualization for optimal performance and manageability

  • Implementing redundancy in all critical components, including hard disks, system boards, IO boards, network & SAN ports.

 

High-Performance Server Configuration :

I have a proven track record of masterfully configuring over 100 high-performance servers, leveraging advanced features like SR-IOV and system board partitioning. This includes:

  • Meticulous optimization of PCIe slot allocation for add-on cards to ensure maximum bandwidth and performance.

  • Strategic cabling of these cards to separate switches for robust redundancy and elimination of single points of failure, guaranteeing system uptime and data availability.

  •  Achieved near bare-metal performance by directly assigning virtual HBA and network functions to VMs through Native Port IO (NPIV), minimizing virtualization overhead and improving manageability.

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Storage Expertise and Migration :

Installed and configured over 50 ZFS storage systems, utilizing features like deduplication, compression, snapshots, clones, and shadow migrations.

This includes a large-scale migration of over 100 terabytes of small files from NetApp filers for a leading semiconductor company, demonstrating the effectiveness of my execution.
 

Data Center Migration and Automation :

Independently planned and executed over 10 data center migrations and relocations. My tasks include Full backups, Switchover to disaster recovery (DR) sites, Server power-off sequences, Labeling of cables and servers, Access route checks, De-racking, rack mounting, cabling, Power-on sequences and dependencies

Streamlined installation processes by automating tasks using Solaris Jumpstart and Auto Install.

Standardized implementations by creating a golden image with all required packages and patches,ensuring consistency across deployments.

 

Comprehensive Documentation :

I consistently prepared detailed configuration documents for all engagements. These documents, created included: Rack layouts, Cabling diagrams, Resource allocations,  Baseline references, test results and configuration document.

create an image of a infrastructure engineer implementing servers and storages in a data c

Sun Microsystems / Oracle Field Services Dec 2009 to May 2012​

Field Support Engineer

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As part of the field services team,  I provided technical support to over 100 customers across Karnataka, Tamil Nadu, and Kerala, either directly or through partners. My expertise encompassed a wide range of server products, including volume servers, mid-range servers, and high-end servers.

Championed the adoption of innovative tools to improve efficiency. I promoted the use of shared shell, automated service requests, and a customer portal, which streamlined processes and fostered collaboration within internal teams.

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Service Account Manager :

Reviewed service requests submitted across the region and coordinated with internal stakeholders to enhance the service experience and customer satisfaction.

Identified parts with a high failure rate, such as system boards, robots, tape drives, hard disks, and cooling fans. By proactively collaborating with logistics, I ensured these critical parts were adequately stocked in local warehouses. This initiative significantly reduced part turnaround time, improved overall machine availability, and minimized customer and partner escalations due to parts shortages.

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Delivery Partner Manager :

Collaborated with Sun Microsystems' major delivery partners, reviewing their parts requests and identifying areas for improvement in diagnostics and parts handling.

Conducted customized training sessions for partners, emphasizing best practices and effective diagnostic techniques. This training empowered partners to resolve customer issues more efficiently.

Sun Microsystems APAC Solution Center​

Technical support  Engineer
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As part of Hi-Tech-Hi-Touch team , I provided customer support across the Asia Pacific (APAC) region, offering both voice and remote assistance for servers, storage solutions, and the Solaris operating system.

Collaborated effectively with product technical engineers worldwide to identify and implement solutions that restored business continuity for customers facing critical issues.

Held a high level of technical expertise, demonstrated by successfully resolving Severity 1 cases for enterprise customers in the APAC region. These critical issues were addressed promptly, either over the phone or through shared shell sessions.

Actively contributed to the SunSolve knowledge base by documenting valuable learning experiences, further empowering the broader technical community.

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