Bengaluru, Karnataka, India
Cybersecurity | Sales Engineer - Pre & Post | Product Management | Product Marketing | Customer Success | Highly Organized , Initiative-driven Technical Account Manager with 7+ years of experience in networking and security & Digital Experience Monitoring; Involved in Delivering positive Customer Engagement , Extreme Accountability and Ownership ,Mentoring Engineers, Backlog cases Scrubbing, . Eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Through my studies and working experience, I have acquired a great understanding of the processes, systems, and technologies in IT (Infrastructure Design, Deployment, Sales, and Services). I am a practical learner, who believes in incremental thinking and result-oriented outcome. Beyond work, I’m a collaborative and approachable professional who enjoys building strong relationships and contributing to a positive team environment. Core Strengths: • Cybersecurity & Networking • Customer Success & Technical Account Management • Pre-Sales & Post-Sales Engineering • Product Management & Marketing • Stakeholder Engagement & Team Mentoring Objective: To contribute meaningfully to organizational success while continuously growing, creating value, and delivering impactful results through dedication and teamwork.
- Manage, escalate, and drive satisfactory resolution of customers' technical support, service and infrastructure issues based on Zscaler products and technologies. - Manage implementation and consulting projects, where you would be expected to plan, schedule and implement Zscaler web and email solutions for customers or service providers. Expected to take support escalations from the region and help the Support team from time to time. - Expected to be available to be on call when contacted by premium support customers for P0/P1 customer impacting issues during non-operational hours. - Create and facilitate communication channel between the gold/platinum customer and the product management and engineering teams in Zscaler. - Proactively update customers about cloud updates, upgrade and ensure necessary action to maintain availability and customer satisfaction. - Provide on-site and virtual product training to Premium Support customers. - Proactively develop and deliver notifications of new Zscaler products and technologies to Premium Support customers - Proactively monitor reporting information and policy configurations of Zscaler technologies at customer sites and make ongoing recommendations - Help develop and maintain best practices for implementing and supporting Zscaler products in both internal and customer-facing Knowledge Bases - Maintain intimate knowledge of all Zscaler products and services - Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements
- Demonstrate Catchpoint solutions for prospects/up-sells, both onsite and remotely - Identify and develop Pre-sales/trial plan for prospective customers and demonstrate implementation based on customer needs - Identify client usage/adoption gaps as opportunities to educate the client and assist in the up-sell process alongside Sales & Client Success - Write and deliver excellent presentations; both business and technical focused - Work closely with product management in identifying customer needs and requirements, and validate future feature designs - Assist in Client renewal by identifying consumption gaps and educating the customer on performance issues and/or availability issues on the monitored Applications/Infrastructure. - Help enterprise customers manage their application performance by providing adequate monitoring strategy and consulting on performance data. - Help customers optimize and benchmark CDN/DNS/SSL strategy by setting up monitoring for different levels of CDN/DNS/SSL architecture. - Experience in monitoring different application categories for our enterprise clients (SaaS based, eCommerce, Fin-tech, Media etc). - Well known to browser based automation/scripting (using selenium framework). - Monitoring Network Inside-Out & Outside-In using the Network monitoring capabilities (BGP monitoring, Trace-route, Endpoint monitoring). - Monitoring APIs in production (Backbone/Last-mile/Cloud Servers) and pre-production (On Prem Windows/Linux servers). - Part of dedicated customer success team for clients, help sales team in product renewal/presales/up-sell process.
Managing and working as a Network and Cyber Security engineer (Enterprise Technical Support) for SonicWall Unified Threat Management (UTM) and enterprise level firewalls. • Configuring and troubleshooting IPSec Site to Site secure VPN tunnels, Remote to Site based VPN applications, L2TP and SSLVPN technologies. • Configuring and troubleshooting Intrusion Prevention, Anti-Virus, Anti-Malware and Application Control Systems. • Troubleshooting and configuring ACL List • Troubleshooting and configuring Content filter • Troubleshooting VoIP systems. • Troubleshooting wireless connectivity and configuring secure wireless environments. • Troubleshooting hardware issues. • Performing packet flow analysis with Wireshark to troubleshoot, analyze and re-configure network architectures. • Create and update technical knowledge base articles. • Setting up test environments as necessary for replicating the reported issues and documenting these setups when needed for issue tracking system. • Documenting information and ensuring that communication is handled in a timely manner throughout the life-cycle of the case until it is fully resolved. • Resolving customer reported issues by working closely with cross-functional teams and providing feedback to development teams for improving the product quality, efficiency and reliability.
- Responsible for providing technical analysis across Sonic Wall product lines. - Handle escalations and mentor teams. - Manage and monitor lab replications. - Publish knowledge base articles on various technologies including resolutions and workarounds. - Prepare technical reports (weekly/monthly) for review by upper management. - Deliver technical presentations based on newly added features and upgrades. - Designed, configured, troubleshot various Security Appliances. - Presenting, Demonstrating and Educating clients regarding the products and services we offer
Undergone Practical Training at 150 MVA 132/33 KV Grid Station , Power system network of kashmir valley and transmission system of Srinagar area.
Understand the different types of Antennas used for reception . 4G network connectivity around different towers around Jio