Charan Lokku
Cloud Support Engineer
Hyderabad
Summary
Adept Technical Support Lead with a proven track record at Persistent Systems Limited, excel in escalation management and mentoring. Leveraged cloud computing expertise and problem-solving abilities to enhance customer satisfaction and team proficiency. Demonstrated success in improving resolution rates and fostering professional development, underscoring a commitment to excellence and continuous learning.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Technical Support Lead
Persistent Systems Limited
Hyderabad
04.2021 - Current
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Served as escalation point for high-visibility, mission-critical incidents, coordinating resources and managing communication with stakeholders to ensure timely resolution.
- Recreated customer problems in my Lab environment and identified solutions to technical problems and given technical presentations to the team.
- Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
- Managed diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
- Improved first-call resolution rates with thorough troubleshooting techniques and extensive product knowledge.
- Mentored junior team members in both technical skills and soft skills, fostering culture of continuous learning and professional development.
- Configured and generated periodic Big Query reports and looker studio reports.
- Worked on GCP networking issues like cross-projects VPC related issues.
- Have good knowledge on RHEL OS related issues with and without LVM configuration enabled on host.
- Effectively worked with Product engineering team to get root cause analysis for technical issues.
- Worked with other teams in GCP like GCE, GCVE & Networking teams to troubleshoot and resolve the customer technical issues.
- Trained new joiner's and given multiple KT presentations to team.
- Established strong relationships with clients through excellent communication skills and timely issue resolution.
- Handled LVM management, file system management, and LUN creation
- Continuously expand knowledge and expertise in GCP cloud and Linux Systems to effectively support customer needs.
- Troubleshooting network related issues such as VPC peering, port issue, firewall.
- Debugging issues with Log Explorer in GCP.
System Administrator
Dynamix Labs Private Limited
Hyderabad
08.2015 - 01.2021
- Reduced downtime by proactively identifying and resolving potential issues through system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Provide primary system administration, configuration, and troubleshooting of the Linux environment and performance issues.
- Launching EC2 Cloud Instances using Amazon Web Services (Linux/Ubuntu/RHEL) and
Configuring launched instances with respect to specific applications. - Worked on Active Directory and created users and server policies to maintain clients security.
- Configuring user permissions and network devices in client firewall.
- Monitoring the clients network devices and act effectively when the P1 and server down issues to reduce the impact on their production.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Configuring and maintained the backups with the product 'Datto' for the clients windows and DB servers.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Managed onboarding and offboarding of employees.
- Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
- Worked with users to determine areas of technology in need of improved usability.
Education
Bachelor of Technology - Electrical Engineering
Siddarth Institute of Engineering And Technology
Puttur, India 06.2010 - 05.2013
Diploma - Electrical Engineering
Sri Venkateswara Government Polytechnic
Tirupati, India 06.2007 - 05.2010
Skills
Escalation management
Ticketing systems
SLA management
Customer communications
Training and mentoring
Problem-solving abilities
Technical issues analysis
Multitasking
Cloud Computing
Disaster Recovery
Certification
Google cloud Platform Associate cloud Engineer (Series ID : 135906)
Accomplishments
Received couple of High Five awards and a Bravo award.
Timeline
Google cloud Platform Associate cloud Engineer (Series ID : 135906)
03-2024
Technical Support Lead
Persistent Systems Limited
04.2021 - Current
System Administrator
Dynamix Labs Private Limited
08.2015 - 01.2021
Bachelor of Technology - Electrical Engineering
Siddarth Institute of Engineering And Technology
06.2010 - 05.2013
Diploma - Electrical Engineering
Sri Venkateswara Government Polytechnic
06.2007 - 05.2010
Similar Profiles
Praveen TiwariPraveen Tiwari
Engineering Lead at Persistent Systems LimitedEngineering Lead at Persistent Systems Limited
Krishna Vamshi VavilalaKrishna Vamshi Vavilala
Senior DevOps Engineer at Persistent Systems LimitedSenior DevOps Engineer at Persistent Systems Limited
PRADYOT ARAMANEPRADYOT ARAMANE
Presales Solution Manager at Persistent Systems LimitedPresales Solution Manager at Persistent Systems Limited