EDUCATION

 

Bangalore UniversityBachelorofEngineeringElectrical and ElectronicsCompletedin2014

 

UniversityofWisconsin-Parkside

CustomerExperienceProgramCompletedin2022

 

TECHNICALSKILLS

Windows-AD-ServerVirtualization-ESXi

NetworkingTroubleshootingAPIsandJavaScript

SAML and OAuthMySQL, PostgreSQLAlteryxDesigner

MongoDBAdministration

LinuxPlatform

Alteryx Server AdministrationDNS/TCP/IP

 

CERTIFICATIONS

VMware Certified AssociateVMware Certified Professional-DCVAlteryxFoundations-Designer

AlteryxServerAdministrator

 

ITIL4FoundationPRINCE2AgileFoundation

PRINCE2AgilePractitionerCompTIAITFundamentals

 

ZAKIRGONAL

 

PROFILESUMMARY

Accomplished technical support professional with over 8 years of hands-onexperience in providing top-tier support for diverse technical environments.ProficientinVMware, 1.5+ years in Alteryxserveradministration,anddatabasemanagement also used Tableau as Reporting tool with a track record of delivering exceptional solutions tocomplexchallenges.

 

WORKEXPERIENCE

Confidential|TechnicalSupportEngineer2

September2023-Present

 

Alteryx|CustomerSupportEngineer

October2022-August2023

 

Assist customers with OATH and SAML activities. To collaborate withcustomers,analyzeproblems,andoffersolutionsforeffectivedataanalyticsworkflows.

Resolved Alteryx Designer and Server issues promptly, achieving 98%customersatisfaction.

Enhancedperformancethroughin-depthsoftwareanalysisandAPIdebuggingandprovideRCA.

Reduced support tickets by about 30% by providing comprehensiveclienttrainingandcontributedtoAlteryxCommunit.

Installed,configured,andmaintainedAlteryxServersforoptimalperformance.

ResolveuserpermissionissuesontheAlteryxserver,ensuringappropriateaccessandsecuritysettingsforusersofAlteryxproducts.

Providedremoteassistanceforissueresolutionandactivelycontributetobugreportingtoenhancesoftwarequality.

VMware|TechnicalSupportEngineer

January2016 - September 2022

Responsible for providing support to customers using VMware products,in isolating, diagnosing, reproducing, and fixing technical issues in atimelymanner.

Helpcustomersindesigning,deploying,configuring,andmanagingvirtualized computer resources within a server, storage, and networkingenvironment.

ConfigureDNS,IPonESXihosts.PatchingandmitigatingCVEsreported.Manage,migrate,createVMsofalltypesofOS,updatedriversoftheESXiservers.LicensingESXi,vCenter,vROPSandSuite.

RemotelytroubleshoottheserversusingSSH,Telnet,CLI.PacketcapturesusingWiresharktool.

ESXi Host Management, VM Management and vCenter ConfigurationwithHA,DRS.

Logreviewandeducatingcustomersonbestpracticestokeepenvironmentsafe,addressvulnerabilities.

 

 

 

VOLUNTEERING

TheLifelineFoundationTrust

 

2020-Present

 

LANGUAGES

EnglishKannadaHindiUrdu

 

 

AWARDS

Oct2017|VMware

BrightBeginnerAward

 

May2021|VMware

KnowledgeExperienceHero

 

 

INITIATIVES

Acted as a Support AccountManager to assist the APJteam

 

Product TestingVolunteer-(VMwareFusion,Workstation)

 

EscalationHandlingSPOC.

 

 

 

SOFTSKILLS

Customer ServiceNegotiationCriticalThinking

CommunicationSkillsTimeManagement

 

 

TOOLS

SalesforceJIRA

WiresharkSwagger APISSH/Putty

WebDeveloperTools

 

HindujaGlobalSolutions|CustomerRelationsOfficer

November2014-December2015

 

Troubleshoot broadband related, network connection issues at L1 support.Resolve technical and non-technical issues reported via web, ticketing system,phonechannelsrelatedtobroadbandconnection.

Coordinatewithvariousotherinternaldepartmentstoescalateissuesandarrangefieldvisitwhenrequired.

Maintaininghighlevelofprofessionalismandtoengagewithplatinumsegmentofcustomersbelongingtotheclient’smajorbusiness-AirtelBroadband.

Maintainongoingclientrelationshipbynegotiatingandretainingtheplatinumsegmentcustomers.

Resolve router configuration, resolving IP issues, and DNS issues. Goal was topreventcustomerchurns.

 

ACHIEVEMENTS