Nagesh Bhagwat
Pune
Summary
Results-oriented Technical Support Engineer with 6 plus years experience with a proven track record of exceeding customer expectations and improving overall satisfaction. Skilled in resolving complex technical issues, implementing efficient troubleshooting processes, and collaborating with cross-functional teams to enhance product stability.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Solutions Engineer
Synacor.INC
01.2023 - Current
- Proficient in AWS services like EC2, S3, EBS, VPC, ELB, Route53, Security Groups, and Route Tables.
- Created VPCs from scratch, configuring connectivity with Internet Gateways, Route tables, and NATs.
- Deployed Bastion/Jump servers in public subnets for SSH access to private subnet servers.
- Deployed Windows and Linux EC2 instances for Dev and QA environments.
- Leveraged S3 for backup and disaster recovery.
- Monitored Jenkins Pipeline and integrated logs with Jira.
- Established comprehensive CI/CD pipelines with Jenkins, incorporating various community plugins.
- Configured and managed servers using Ansible, writing Playbooks and managing patches.
- Used Terraform for Infrastructure as Code, scripting EC2 instances and S3 buckets.
- Worked extensively with Docker, pulling images from Docker Hub and creating custom images from containers.
- Working with Dockerfile and familiar with Kubernetes architecture and workflow.
Technical Support Engineer
Synacor.INC
01.2018 - 01.2023
- Provided technical support to over 5000 customers on Zimbra Email Server, swiftly resolving high-severity cases through remote sessions and email communication.
- Offered expert assistance in installation, configuration, troubleshooting, and maintenance of email systems, ensuring seamless communication for clients.
- Troubleshoot email routing and network issues utilizing tools such as TCPdump, telnet, ping, dig, and nslookup.
- Successfully managed troubleshooting and deployment of SSL certificates.
- Proficient in diagnosing a wide array of email and web-related issues, including SMTP delivery failures, HTTP protocol errors, and POP/IMAP connectivity challenges.
- Captured and analyzed server dumps using charts and statistics to gain insights.
- Monitored queues through Salesforce ticketing tool, ensuring incidents were addressed before missing Response Time SLA.
- Collaborated with cross-functional teams to resolve escalated technical issues promptly and effectively.
- Documented Root Cause Analysis (RCA) findings and recommended preventive measures to enhance system reliability and performance.
- Contributed to creation and upkeep of knowledge base articles and support documentation.
- Conducted training sessions and provided L2 and L3 support as required.
- Logged bugs and enhancement requests in Jira for streamlined issue tracking and resolution.
Skills
- Versioning Tools – Git
- Ticket Tracking Tool - JIRA, Salesforce
- Provisioning Tools – Terraform
- Configuration Tools - Ansible
- Operating System - Windows, Linux
- Database - MYSQL
- Languages - SQL
- CI/CD - Jenkins
- Monitoring Tool – Grafana
- Containerization Tool - Docker
- Orchestration Tool - Kubernetes
- AWS - EC2, S3, VPC, ELB, EBS, EFS, ROUTE53
Certification
- AWS Certified Solutions Architect - Associate
- Certified Kubernetes Administrator (CKA) pursuing
Accomplishments
· Awarded “Zimbra Certified of Excellence” for good work.
Technical Skills On Linux
- Proficient in installing and configuring Red Hat Enterprise Linux, Ubuntu, and CentOS.
- Experienced in User & Group Administration, Troubleshooting, SELinux management, booting procedures, and Job Automation (Cron Job).
- Skilled in administering Remote Systems, performing Backup & Restore operations using tar and gzip.
- Extensive experience in configuring and managing FTP, DNS, NFS, and Mail Servers (Zimbra).
- Proficient in server monitoring using top, free, df, du, and vmstat commands.
- Expertise in logs monitoring using tail, grep, and less commands.
- Proficient in MySQL recovery at different recovery levels.
- Experienced in network troubleshooting utilizing TCPDump, nslookup, dig, and ping commands
Personal Information
- Date of Birth: 02/06/1992
- Gender: Male
Disclaimer
I hereby declare that the information presented above is correct and true to the best of my knowledge.
Timeline
Technical Solutions Engineer
Synacor.INC
01.2023 - Current
Technical Support Engineer
Synacor.INC
01.2018 - 01.2023
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