Gaurav Rai

Experience

• 

  Wipro

  May 2021 - now

  Promoted to Team Lead, managing a team of 50 engineers, overseeing day-to-day operations, and ensuring high levels of performance and customer satisfaction.Focused on coaching, mentoring, and guiding team members to enhance technical expertise and teamwork.Responsible for driving key performance indicators (KPIs), including CSAT scores, escalation management, and overall team productivity.Managed resource allocation, prioritizing critical cases and ensuring timely resolution of complex issues for both internal teams and customers.Regularly conducted performance reviews and provided constructive feedback to improve individual and team outcomes.Fostered a collaborative environment, ensuring continuous learning through regular training sessions on emerging technologies and best practices.Worked closely with senior management to implement strategies for team growth, efficiency improvements, and maintaining high service standards. Show less Promoted to an L2 Storage Engineer role, taking on responsibilities as an Assistant Team Lead. Managed team shifts and ensured smooth execution of daily operations to meet customer needs.Handled complex customer cases, including those from high-priority accounts, ensuring timely and effective resolutions.Provided regular training on VMware and Dell EMC VxRail, enhancing team knowledge and ensuring technical proficiency across the team.Implemented strategies to reduce customer escalations, focusing on proactive issue resolution and maintaining high service levels.Worked closely with team members to ensure adherence to best practices and optimal customer service.Received best Level-2 support engineer award for contribution towards success matrix Show less Promoted within Dell EMC to work on Hyper-Converged Infrastructure (HCI) technology, focusing on Dell EMC VxRail upgrades and optimizations.Worked as an Upgrade Engineer, specializing in upgrading and optimizing VxRail clusters while using VMware technologies to enhance system performance and reliability.Extensively utilized VMware vCenter Server for managing virtual environments during upgrades, ensuring smooth operations and minimal disruptions.Conducted ESXi Host version upgrades, patch management, and performance tuning to maintain system efficiency.Proficient in vSAN for optimizing storage configurations, data redundancy, and Snapshots and Replication for backup and recovery strategies.Used NSX for seamless network virtualization, vMotion, and DRS for efficient workload migration and dynamic resource allocation.Conducted pre- and post-upgrade assessments to ensure system integrity, health checks, compatibility validation, and performance tuning.Resolved technical issues during upgrades, including VM migrations, storage rebalancing, and compatibility conflict resolution.Collaborated proactively with customers to understand their environments and develop tailored upgrade plans to minimize downtime.Consistently delivered high-quality service, receiving positive customer feedback and CSAT scores for timely and successful upgrades.Received best engineer award in the entire project location Show less Responsible for upgrading and troubleshooting Dell EMC storage solutions, including VNX, Unity, and VNXe. Gained expertise in managing and optimizing storage technologies such as SAN, NAS, hybrid arrays, storage pools, LUNs, replication, and data-at-rest encryption. Utilized Unisphere, Unity's centralized management interface, to monitor system health, analyze performance metrics, and configure storage solutions. Resolved Salesforce Lightning tickets efficiently, ensuring quick responses to customer inquiries and technical challenges. Consistently maintained high customer satisfaction, receiving positive CSAT scores and multiple customer appreciations for outstanding service, clear communication, and effective issue resolution. Show less

  • Team Lead

    Aug 2024 - now

  • Senior Storage Engineer

    Apr 2023 - Aug 2024

  • Technical Support Engineer

    Jun 2022 - Apr 2023

  • Storage Engineer

    May 2021 - Jun 2022