Experience

Trellix

• United States
• Computer and Network Security
• 700 & Above Employee

• Staff Customer Success Engineer

  • Jan 2008 - Present

  • Technical expertise in TCP/IP Protocols and Cybersecurity products (Example: IPS, Intelligent Sandbox, Vulnerability Manager, Network DLP, Email and Web Security). • Having good knowledge in support tools such as Insight, Salesforce, Jira, Power BI, MS Word, Excel, PowerPoint. • Managing the Support Operations of a team of 20 engineers. Preparing shift schedules and maintaining leave tracker to ensure proper coverage for Call and Service Portal channels. • Conduct weekly team meetings to discuss operational stats, KPI targets, weekly highlights, and receive different ideas to improve service quality. • Accountable for customer escalations and drive them internally to a speedy resolution while ensuring that customers are kept fully informed of progress throughout the escalation. • Lead and guide a team of technical support engineer to deliver outstanding customer service. Respond to the team's inquiries, provide technical solutions, and mentor them to develop their skills. • Provide technical reviews to ensure that support tickets are handled with Service Level Agreements, and customer issues are resolved to their satisfaction. • Strategic planning, decision making and problem-solving skills to adopt different business transformation, technology, and product support. • Collaboration with Engineering, Sales, CSM, Logistic to prioritize issues, weekly releases, product and process improvement. • Proactively identify and resolve potential problems to prevent them from occurring and improve the overall customer experience. It helps to maintain overall team CSAT of 90+ NPS. • Participate in knowledge sharing via in-depth product training and Knowledge Base documentation. • Hiring resources and train them based on the requirements to build a strong support team. • Flexibility to work in a 24/7 environment, including weekends as required. • Involved in proactive project works, UAT, Beta testing and release announcements. Show less



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Network Engineer

  • Nov 2006 - Dec 2007

  Working as a Network Engineer to manage Cisco devices Working as a Network Engineer to manage Cisco devices



Acharya Institute of Management and Sciences

• Bangalore

• Lab Instructor

  • Dec 2005 - Nov 2006