Sumathi Veran

• Provide post-sales technical support for VMware customers across APAC, including vSphere, vCenter, and vSAN environments.
• Diagnose and troubleshoot virtualization, networking, and storage-related issues.
• Manage escalations to VMware principal vendors and ensure timely resolutions.
• Maintain detailed case records, progress updates, and resolution summaries.
• Participate in on-call rotations, ensuring high availability and rapid response.
• Act as SME for vSAN, mentoring new team members and contributing to internal documentation.
• Collaborate with cross-functional teams to enhance support efficiency and knowledge sharing.
• Delivered support for Windows/Linux environments and VMware ESXi infrastructure.
• Assisted with vCenter upgrades and VM provisioning for enterprise clients.
• Managed support tickets via ServiceNow, ensuring SLA compliance.
• Supported remote users and conducted performance monitoring.
• Created SOPs and technical guides for internal IT processes.

• Deliver monitoring of network, various server platform and application services
• Provide monitoring and support services with respond to messages, alarms or problems identified by monitoring / management tools
• Handle Level 1 / 1.5 problem resolution
• Troubleshooting /resolution of event detected within the stipulated time
• Handling P1/P2 related
• Escalate issues to second level support in accordance to standard operating procedure
• Coordinate with Level 2 & 3 engineers, vendors and supplier for resolution
• Executes scheduled routines in accordance with standard procedures predefined
• Monitoring server storage capacity to ensure adequate space is available for new data
• Monitoring the performance of servers to ensure they run efficiently and troubleshooting any issues that arise
• Working with network engineer to ensure that network security measures are in place to protect against unauthorized access to data or disruption of service
• Working on alerts for servers such as Disk space full, Failed Backup and C-drive space, large logon attempts.

• Provide support to APAC, EMEA & NAM clients
• Correct faults and provide resolution of complex problem tickets
• Perform PC and network troubleshooting and upgrades on Windows 10
• Network support and troubleshooting
• Perform network analysis and capacity planning
• Assist in the creation of processes and procedures for client network operations
• Updating the problem reporting system with the root cause, and permanent resolution information
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Providing effective resolution to the problem in accordance with the priority service level
• Experience using Windows diagnostic tools, such as Process Monitor and Event Viewer

• Diagnosis of all Incidents and Service Request
• Keep users informed about their Incidents’ status at agreed intervals
• Assign Incident/Service Request, allocating categorization and prioritization codes
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Determines if an incident needs to be escalated according to priority and severity of the issue.
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
• Escalate Major Incidents to the Incident and/or Problem Manager
• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
• Owns all Incidents and Service Requests throughout the lifecycle

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Technical support job or as a helpdesk operator, monitoring and maintaining the computer systems as well as the
networks within an organization.
• Record events and problems and their resolution in logs
• Dealing directly with employees who have technical issues such as forgotten passwords, viruses or email issues.
• Installing license software in computer system
• Performing 1st level troubleshooting for all kind of issues
• Handling mobile device support such as MS. Office configuration
• Installing Avaya software in computer system
• Logging customer/employee queries and creates incident ticket.
• Direct unresolved issues to the next level of support personnel
• Determine the best solution based on the issue and details provided by customers
• Install, modify, and repair computer hardware and software.
• Follow up with customers to ensure issue has been resolved.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Run diagnostic programs to resolve problems.

• Handle the customers enquires regarding the bank's products and services professionally
• Advising clients on mortgages and raising loans
• Providing advice on investments and Building relationships with high-net-worth individuals
• Handle all inbound calls bilingually and effectively
• Verifying customer data to detect and identify financial fraud
• Attracted potential customers and answered product and service question from key clients
• Assist customers with online banking, statement and general enquiries
• Handling mortgage loan enquiries and follow up with cm regards to the issue
• Distributed information about function, company policy, banking regulation, procedures by a training and seminar.

• Provide information about flight cancelation and retiming
• Dealing with foreign customer through outbound calls and assisting them by taking live escalation
• Maintain revenue goals by quarter and year to date
• Handles all inquiries [telephone and mail]
• Follow up the high-level cases
• Handle client complaint and provide right solution for each complaint which received from the client
• Background assisting customers in an airline environment to include emergency situations
• Knowledge of airline regulations, safety practices and procedures related to customer service
• Extensive experience in public service, customer communication and problem resolution
• Resolves customer problems accurately, answering inquires clearly, concisely and timely
• Served guests by completing reservations, registration and check out, handling customer service
• Welcomed guests by greeting, answering questions and responding to requests