Jan 2025 – Present · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

Jun 2022 – Jan 2025 · 2 yrs 7 mos · Bengaluru, Karnataka, India · Hybrid

• I manage key accounts across BFSI, Government, and Defense sectors, helping clients like Indian Bank, DRDO, and ISRO design advanced security solutions. My role focuses on delivering Proof of Concepts, technical demos, and managing partner relationships with our Gold partners. With a strong background in network troubleshooting, firewall management, EDR, and designing HLD/LLD, I lead projects from pre-sales to deployment. Consistently overachieved quota and maintain 3x pipeline.

Jun 2020 – Jun 2022 · 2 yrs · Bengaluru, Karnataka, India

• At Akamai, I focused on cross-selling and upselling Akamai solutions within the Emerging Customer Group accounts. My role involved:
• Solution Expertise: Worked with a range of Akamai products including Kona Site Defender, CDN, Bot Manager, Prolexic, Cloudlets, and Edge Computing.
• Customer Engagement: Conducted discovery calls to assess solution fitment and understand customer requirements and timelines.
• Competitive Positioning: Delivered product demos and presentations, highlighting competitive advantages and solution benefits.
• Proof of Concept (PoC): Set up PoC success criteria, managed PoC implementation, and ensured expected outcomes were met.
• This role allowed me to drive technical success by aligning Akamai’s solutions with their specific needs and business goals.

Jul 2019 – Jun 2020 · 11 mos · Bengaluru Area, India

• I began my career as a Technical Support Engineer (P2), supporting high-profile clients from India and Israel, including major industry names. After two years, I advanced to the P3 (Technical Lead) role, where I managed a team of skilled professionals with an average of six years of experience.
• Key Responsibilities:
• Case Management & KPIs: Maintained a case Time-to-Resolution (TTR) of under 8 days with a 95% customer satisfaction rate, ensuring high-quality service delivery.
• Escalation & Issue Resolution: Managed escalated cases, collaborated with the Regional Escalation Managers (REM) team for Quality Engineering (QE), and resolved critical issues related to product defects or feature shortcomings.
• Team Leadership & Mentorship: Mentored team members on new technologies and customer handling, facilitated skill development through internal and external training, and planned team rotations based on skillsets and business needs.
• Operational Oversight: Led weekly stand-up meetings, addressed business goals and weekend escalations, and performed case audits to expedite case resolution.
• Customer & Stakeholder Engagement: Presented Service Request (SR) reports to customers and Service Account Managers (SAMs) during Quarterly and Annual Business Reviews (QBRs/ABRs).
• These experiences have honed my leadership capabilities and enhanced my ability to drive technical outcomes aligned with business objectives.

May 2016 – Jun 2020 · 4 yrs 1 mo · Bengaluru Area, India

• Part of APAC premier services team where we provide Mission Critical and Business Critical support to Workspace One UEM customers. My expertise lies in product troubleshooting and escalation management.

Aug 2014 – May 2016 · 1 yr 9 mos

• .Providing technical assistance to high-profile customers like enterprise end-user and resellers on Citrix products like XenMobile,
• .Reproducing and troubleshooting customer issues by analyzing, diagnosing and troubleshooting issues that affects multiple servers used by thousands of users.
• .Wrap Citrix native and third party provider mobile applications for IOS, Android and windows 8.1 phone devices using available Citrix tool called MDX toolkit on laptop models like MAC Pro, IMAC devices and Windows 8.1 before publishing them to become available to application store hosted by APP Controller product.
• .Creating KB articles and contributing to Internal Troubleshooting Guide