Worked as upgrade Engineer at Actifio for one year and did all the upgrades (AGM,SKY,CDS,RM,AGM). Design and implement optimized Backup SLA`s depends on RTO &RPO Implemented and performed DR tests on different environments Part of 7*24 support team with 100% customer-facing role. Answering and resolving support requests on first email/call/webex/team-viewer basis. Own and track customer issues - record, track, and resolve in a timely manner using salesforce ticketing system. Maintaining communications with clients on the status of all open requests. Filing bugs for the newly found issues and utilising appropriate internal and external resources. Travelled few on-sites to train the customers. Triaging issues and escalating them to either the hardware or software engineering groups. ©