Varun Chauhan

• Worked within the Support Enablement function to strengthen the capability of global Technical Support teams. • Provided expert support to external customers and internal support teams, effectively resolving issues related to new product features. • Test new features and create SOPs that support teams can use to understand and explore new product features. • Supported Support Managers by designing enablement programs focused on real-world customer issues, operational workflows, and troubleshooting depth. • Converted complex product behaviors and field issues into standardized SOPs, knowledge articles, and lab-based learning assets for support engineers. • Acted as a support advisor during complex customer situations where management-level technical or communication guidance was required. • Partnered closely with Product Management and Engineering to ensure support teams were prepared for new feature introductions and changes. • Contributed to certification and internal readiness programs to maintain consistent support quality across regions.

• Led a team of backup administrators providing L3 support for a large, global enterprise environment (Vodafone Spain). • Owned day-to-day support operations, including queue management, escalations, and SLA adherence. • Acted as the final technical escalation point for critical backup and recovery incidents. • Coordinated with global stakeholders and adjacent teams to ensure seamless issue resolution and change execution. • Drove incident, problem, and change management processes to reduce repeat incidents. • Mentored and trained team members, improving technical depth and operational maturity. • Involved in the Incident, Problem, and Change Management processes to alleviate hardware and software deficiencies within the customer infrastructure. • Planned and performed NetBackup upgrades, upgraded from 7.7.3 to 8.1.2 which includes clustered Windows Server and Linux physical servers. • Planned and performed SAP HANA integration and deployed it successfully. • Deployed and optimized Oracle, SQL and BCV Backups with NetBackup using scripts and Intelligent policies.

• Delivered L3 technical support for Veritas NetBackup customers across enterprise environments. • Handled complex, high-severity customer escalations requiring deep technical analysis and judgment. • Consistently achieved high customer satisfaction scores and top-performer recognition. • Authored internal knowledge base articles to improve support efficiency and knowledge reuse. • Conducted root cause analysis and partnered with engineering teams for long-term fixes. • Advice and help customer through process of integration of new NetBackup platforms in their environment: setup of alerts/monitoring, reporting, tech documents updates, etc. • Involved in the Incident, Problem, and Change Management processes to alleviate hardware and software deficiencies within the customer infrastructure. (ServiceNow MBsnow) • Managing complete Work with Global Team and to interact with the other teams to coordinate and complete the entire task. • Proactively alert customer and manager of potential problems based upon strong working knowledge of software and hardware compatibility within the customer's environment. • Work with Veriats Field Engineers and Support Engineers to troubleshoot hardware and product related issue and to work for part replacement and upgrade. • Helping the Team members to resolve their cases to maintain a good team spirit.

• Provided operational support for enterprise backup and storage environments within Accenture’s Infrastructure Shared Services model, ensuring stability and availability of customer systems. • Performed continuous monitoring, troubleshooting, and administration of backup platforms, following defined support processes and SLAs. • Supported customer onboarding and platform integrations for EMC Avamar and DPA, including alerting configuration, monitoring setup, reporting, and runbook updates. • Worked closely with cross-functional infrastructure teams to recommend corrective actions and service improvements. • Actively participated in Incident, Problem, and Change Management processes, contributing to root cause analysis and preventive actions to reduce recurring issues. • Maintained clear documentation and operational procedures to support consistent service delivery.

• Supported enterprise infrastructure environments through requirement analysis, solution validation, and technical support activities. • Assisted presales and delivery teams by providing technical inputs and solution recommendations aligned with customer requirements. • Coordinated with global teams and channel partners to resolve product-related queries and operational challenges. • Contributed to training and onboarding of new team members, ensuring adherence to standard processes and support best practices.

30 Days summer Training at Stunner IT Solutions Pvt. Ltd., Noida spanning from 21st June to 20th July 2011 in J2SE Technology. Worked on various task given to me in the proper guidance of my mentor.