Anik Ahmed

At Hitachi Vantara, I focus on managing infrastructure and cloud-based services, including servers, databases, and storage solutions (both object and block). I work on replication, DNS, and Active Directory configurations, ensuring seamless system operations across cloud environments like AWS and Azure. My role also involves deploying instances using Docker and Kubernetes, and recovering nodes when necessary. I leverage monitoring tools like Grafana, Prometheus, and Splunk to ensure system health, while also deploying services on platforms such as Foundry. Additionally, I work with S3-based cloud solutions to scale operations effectively.

• Independently resolved 70-80% of escalated cases, showcasing expertise and reliability in critical situations.
• Reduced workload for the Sustaining and Development teams by 20% by troubleshooting, conducting lab work, and effectively resolving technical issues.
• Successfully created a calm and controlled environment during escalations, ensuring smooth communication and effective resolution
• Earned the title of 'Customer Advocate' for consistently prioritizing customer needs and maintaining strong client relationships
• Provided valuable support and guidance to team members, contributing to their professional growth and enhancing overall team performance
• Honored with the prestigious Harmony Award, recognizing outstanding contributions to team harmony and customer satisfaction
• Tracked escalation metrics and provided regular reports to management on team performance and areas for improvement.
• Improved customer satisfaction by promptly addressing and resolving escalated support issues.
• Maintained high levels of expertise in product offerings, staying up-to-date with industry trends and advancements.
• Diagnosed and troubleshot hardware, software and network issues.
• Created and enhanced technical documentation in the knowledge base, ensuring clarity, accuracy, and usability for end users

Alongside my full-time role, I am growing my own technology company, specializing in midrange and end-user support, with a strong focus on becoming a SaaS provider:

• Founded and led Auranik Technologies, overseeing business strategy, product development, and client engagement alongside full-time employment.
• Developed and implemented innovative tech solutions for clients, focusing on optimizing business processes and enhancing efficiency.
• Managed cross-functional teams and collaborated with developers to deliver high-quality projects on time and within budget.
• Handled end-to-end project lifecycles, from initial client consultation through to final deployment and post-launch support.
• Built and maintained long-term client relationships, contributing to repeat business and sustained company growth.
• Ensured seamless business operations, including financial management, marketing, and client satisfaction.
• Leveraged deep technical expertise to provide consultative services, including troubleshooting, system integration, and software optimization.

• Provided initial technical support to end-users and clients, addressing hardware and software issues swiftly
• Using my troubleshooting skills and knowledge of Hitachi Vantara products, I diagnosed and resolved IT problems efficiently
• Assisted in installing, configuring, and maintaining Hitachi Vantara systems, collaborating with L2 and L3 support teams to resolve complex issues
• Maintained accurate support records and created knowledge-base articles
• Offered remote assistance, stayed updated on products and technologies, participated in on-call rotations, and provided after-hours support

• Specialized in troubleshooting Cisco routers, firewalls, switches, and Windows Active Directory
• Developed cost-effective, time-efficient solutions
• Weekly tasks included running test services and creating analysis reports, while daily duties involved customer support through calls and emails
• Managed system-wide OS and software deployments, optimized networks, and collaborated with vendors to resolve advanced issues