Jan 2024 – Dec 2025 · 1 yr 11 mos · Bengaluru, Karnataka, India

• Acted as the primary point of contact for enterprise customers, owning post-sales engagement and long-term customer success
• Provided technical guidance on networking and infrastructure environments, acting as a bridge between customers and engineering teams
• Partnered with internal network, platform, and support teams to resolve complex issues and deliver stable, scalable solutions
• Monitored service performance, network stability, and SLA adherence, proactively identifying risks and driving timely remediation
• Led customer communication during major incidents and escalations, translating technical issues into clear business-level updates for stakeholders
• Supported product adoption and optimization by aligning networking capabilities with customer business requirements
• Conducted technical service reviews and customer success check-ins, focusing on reliability, performance, and value realization
• Acted as a trusted technical advisor, helping customers understand best practices and operational improvements
• Contributed to renewals and retention efforts by ensuring consistent service quality and customer confidence
• Identified process and technical improvement opportunities to enhance customer experience and operational efficiency

Feb 2023 – Jan 2024 · 11 mos

Dec 2021 – Jan 2023 · 1 yr 1 mo

Jan 2018 – Nov 2021 · 3 yrs 10 mos

• + Provide technical support for ACI / Data Center solutions to Cisco customers.
• + Troubleshoot complex issues related to Routing & Switching, Cisco ACI Contracts, L3out, multipod and multisite, Fabric discovery and SDN technologies.
• Experience troubleshooting Cisco's ASR9k/NCS platforms and network protocols in deployments across Cisco's global customer base ( APAC, EMEAR, & Americas regions)
• Resolved critical network issues having high visibility in large enterprise networks under time constraints
• Resolving Google protocol issues within defined SLA's and present detailed RCA to customer and higher management
• Provide consultation to independently debug complex product and network problem issue related hardware, software and routing protocols
• Collaborate with Cisco account teams, internal engineering and development team for resolution on issues/bugs found during troubleshooting
• Recreating complex issues in lab set up to solve problem and find trigger for cause
• Engages as HTTS Technical Consulting Engineer representative on escalated customer issues
• Crisis management skills and ability to handle critical customer issues/problems
• Work to support on multiple operating systems IOS, IOS-XR, IOS-XE,
• MAS VPN infrastructure support, on cisco firepowers
• Latest protocols Segmenting Routing(SR-MPLS) , BGP EVPN, MP-BGP
• Support on other R&S protocols – ISIS, OSPF, BGP, MPLS, Multicast, Qos,IP-Sec
• Experience troubleshooting Cisco's Nexus 2k,5k,7k & 9k platforms and switching network protocols in deployments across Cisco's global customer base
• Provided priority technical troubleshooting assistance to business-critical and time-sensitive networks of high-profile organizations, with the familiarity of their network design/architecture, as part of Cisco’s premium services team
• Troubleshooting networks end-to-end with a primary focus on Switching technologies
• Experience handling global Cisco Customer base (APAC, EMEAR, Americas regions)

Nov 2015 – Jan 2018 · 2 yrs 2 mos

• Technical Support to the users through CRM tool(Salesforce).
• Managing the End to End customers support for different regions.
• Diagnosing and analyzing the Hardware Troubleshooting/Debugging Troubleshooting
• Technical Support to the users.
• Resolved customer issues in a clear, courteous, and straightforward manner.
• Managed call flow and responded to technical support needs of customers.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.
• Identified and solved technical issues with a variety of diagnostic tools.
• Created cases and claims for damaged, lost, or misplaced packages(via Salesforce).
• Resolved problems with malfunctioning products.
• Followed up with clients to ensure optimal customer satisfaction.
• Answered many incoming calls from residential and small business customers.
• Retained existing clients and developed the new business by extending high-quality and efficient service.
• Worked closely with team members to meet or exceed all customer service requirements.
• Developed and tested new product offerings.
• Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
• Compiled and accurately entered electronic data.
• Maintained and updated the customer service database.
• Reviewed technical documentation and procedures.
• Managed customers' expectations and experience to a high degree of customer satisfaction.
• Participated in various incentive programs and contests designed to support the achievement of production goals.

Nov 2014 – Sep 2015 · 10 mos · Bangalore Urban, Karnataka, India

• Electronics Engineer at Ducom instruments was responsible for Tribology sector (Wear, friction, lubrication)
• manufacturing team , my primary work was to build the equipment which allows to test the Tri-sector material.

Aug 2014 – Nov 2014 · 3 mos · Bengaluru, Karnataka, India