Jan 2019 – Jun 2021 · 2 yrs 5 mos

• 9+ years of Experience in TAC, out of which 2+ years of Experience Support Delivery, Support operations, driving Customer Satisfaction, and people management in enterprise technical support
• Experience in managing highly skilled and diverse teams ranging from 15 to 30 FTEs
• Strong management skills in strategic planning, customer SAT, and escalations management.
• Manage work-force across multiple domains & geography
• Manage high business impacting customer issues
• Decisive & result-oriented with proven skills in developing strong and successful customer service programs
• Spearheading operational improvements to increase service offering, productivity and reduce costs.
• Experience in planning and designing Business Continuity Plans.
• Operational Excellence through Key Performance Metrics and Focus on Talent Retention and Development.
• Technical & Customer Support
• Support/Service Operations Management
• Customer Satisfaction
• Strategic Planning & Execution
• Leadership & Team Building
• Loves Challenges, Dynamic thinking, Passionate, Committed, Reliable, Fast Learner
• Open-minded and flexible
• Certifications:
• Certified Wireless Security Professional (CWSP)
• Certified Wireless Design Professional (CWDP)
• Certified Wireless Network Administrator (CWNA)
• Cisco Certified Network Associate (CCNA 200-120)
• Ruckus Wireless Certified Associate-Systems Engineer(RWCA-SE)
• Juniper Networks Certified Internet Specialist-SA(JNCIS-SA JN0-355)

Apr 2016 – Jan 2019 · 2 yrs 9 mos

• Mentor newly hired support engineers and peers on technical areas of specialty.
• Continued to drive critical escalations to resolution and closure by troubleshooting, log analysis, replicate, or Engineering Escalation Request(ER) creation as needed.
• Raised customer trust in Ruckus Wireless TAC and also in the products itself by making a higher level assessment of all their open cases and their overall environment when making recommendations for changes to their Wireless Network implementation.
• Created action plan documents and spreadsheets to track progress of all open cases for the multiple product lines for highly political customer issues or complex technical problems.
• Provided on call support for critical customer escalations directly to rapid response engineer deployed to customer site.
• Delivered Escalation (ER) process training and conducted ongoing audits on existing ERs in order to raise the overall technical competency within the team. This also helped to improve rapport with software development groups assigned to work on ERs submitted by TSEs.
• Ongoing support to the Knowledge center Support team in updating all Knowledge Base articles which are used by TSE's, VAR, Distributors and end customers.
• Identify and create the knowledge base (KB) articles that are most needed to reduce case volume.

Apr 2014 – Apr 2016 · 2 yrs

• Handling Internal/External Escalation of Team/Customers/Partners/Sales and demonstrated in-depth trouble-shooting skills.
• Working closely with Engineering & Development Team on critical Bug fixing and delivering appropriate solution to the Customers.
• Training Peer engineers on new/advance product based technologies.

Jan 2013 – Mar 2014 · 1 yr 2 mos

• Team escalation point for difficult technical and customer issues.
• Mentor newly hired support engineers and peers in technical areas of specialty.
• Integrate with other functional teams within the company to stay current on fixes, new features, and release information.
• Coordinate with other specialization teams to provide cross-training on concepts, configuration and solutions.
• Provide hardware and software technical support, including configuration assistance and troubleshooting of SSL-VPN product and other peripheral systems within customer's network.
• Document and reproduce customer problems, and coordinate fixes by engineering department.
• Manage critical customer accounts and escalation requests.
• Document all actions taken toward resolving customer issues in contact tracking database.
• Provide regional and overflow telephone support which includes handling escalations from tier 1 & 2 technical support teams
• Accurately document case details and write Knowledge Base articles.
• Perform lab replication with customer configurations to resolve issues.
• Delegate responsibilities among team members to produce training and growth opportunities.
• Interview and evaluate potential candidates for employment.
• Implement new processes to achieve service level agreement goals and promote customer satisfaction.
• Develop and present training sessions to promote growth and learning opportunities within the team

Feb 2012 – Jan 2013 · 11 mos

• Worked as a Network Security Specialist for Juniper Networks Inc. -Juniper SSL VPN (JTAC)
• Responsible for configuring and troubleshooting of Juniper Networks Secure Access SSL VPN appliances like SA700, SA1000, SA2000, SA2500, SA3000, SA4000, SA4500, SA5000 SA6000 & SA6500 SSL VPN Appliance and SA3000 FIPS, SA4000 FIPS, SA4500 FIPS, SA5000 FIPS, SA6000 FIPS, SA6500 FIPS and MAG series SSL VPN Appliance
• Configuring & Troubleshooting User Level Authentication, integration with AD, LDAP, RSA, Radius authentication and Single Sign On authentication in Juniper SA SSL VPN
• Configuring Juniper SSL VPN to work with an Anonymous Server as a back-end authentication server
• Configuring & Troubleshooting Endpoint Security Solutions in Juniper SA SSL VPN
• Configuring a Predefined Antivirus Rule with Remediation Options
• Configuring a Predefined Firewall Rule with Remediation Options
• Configuring a Pre-defined Anti-Spyware Rule
• Configuring Virus Signature Version Monitoring and Patch Assessment Data Monitoring
• Creating a Certificate Signing Request (CSR) for a New Certificate, Using Intermediate Server Ca Certificates
• Enabling Trusted Client CAs, Client CA Hierarchies, Enabling CRLs, OCSP in the Juniper SSL VPN
• Configuring Citrix & Windows Terminal Services in the Juniper SSL VPN
• Creating and Configuring the Juniper SSL VPN in a Cluster
• Deploying Two Nodes of the Juniper SSL VPN in an Active/Passive Cluster and an Active/Active Cluster
• Responsible for configuring and troubleshooting Junos Pulse which is an integrated access, security, acceleration and network client
• Configuring & Troubleshooting Junos Pulse for Mobile/Hand-held devices like Apple iPhone/iPad, Windows Mobile, Google Android, BlackBerry