Aug 2022 – Nov 2024 · 2 yrs 3 mos

• Client Relationship Management, Customer Success Strategy, Vendor Management, Partner Management, Team Management, Executive-Level Stakeholder Engagement, Solution Customization, Managing Escalations, SLA & Contract Management, Cross-Sell/Upsell Opportunities, Long-Term Client Relationships, Customer Product Adoption, Network Security Best Practices, Secure Cloud Architecture, Threat Intelligence & Cybersecurity, Proxy, CASB, Firewall, VPN, ZTNA, Compliance Standards (GDPR, SOC 2), Incident Response & Breach Management, SIEM & Endpoint Security, Vulnerability Management, Encryption Standards, Cloud Security (AWS, Azure, GCP), Team Leadership & Development, Resource & Capacity Planning, Performance Management, Conflict Resolution, Talent Acquisition & Retention, Coaching & Mentorship, Building High-Performance Teams, KPI Management, Fostering Collaborative Culture, Multi-Project Oversight, Project Planning & Execution, Risk Management & Mitigation, Agile Methodologies, Budget & Resource Allocation, Delivering on Time & Budget, Cross-Functional Coordination, Client Workshops & Requirements Gathering, Milestone & KPI Tracking, Change Management, In-Depth Product Knowledge, Solution Implementation Expertise, Integration & Customization, Product Roadmap Alignment, Tailoring Solutions to Clients, Collaborating with Product Teams, Beta Testing Feedback, Competitive Product Analysis, Implementation Best Practices, Professional Services Engagements, Solution Architecture Expertise, Technical Hands-On Support, High-Quality Deliverables, Complex Technical Environments, Client Technical Audits, Technical Playbooks & Documentation, Product Implementations Oversight, SLA-Driven Service Quality, Developing Consulting Best Practices, Partnering with Sales on Pre-Sales, Liaising with Product Teams for Feedback, Aligning with Customer Support, Supporting Sales Engineers, Collaborating with DevOps for Deployment

Sep 2021 – Aug 2022 · 11 mos

• Cloud Platforms Expertise (AWS, Azure, GCP, Private), SaaS Operations and Architecture, ITIL Framework (Information Technology Infrastructure Library), Service Level Management (SLAs/OLAs), Cloud Security Best Practices (Encryption, Identity & Access Management), API Management & Integration, Automation and Orchestration Tools, Incident Management Systems (ServiceNow, Jira Service Desk, Salesforce Service Cloud, BMC Remedy), Networking (VPCs, VPNs, Load Balancers), Virtualization Technologies (VMware, Hyper-V), Microservices and Serverless Architectures, Data Backup & Recovery Management, Disaster Recovery (DR) and Business Continuity Planning (BCP), Containerization (Docker, Kubernetes), Monitoring & Observability Tools (Grafana, Prometheus), Cloud Cost Management and Optimization, DevOps Principles & CI/CD Pipelines, Cloud Migration & Transformation Strategies, Identity and Access Management (IAM), Multicloud and Hybrid Cloud Operations, Application Performance Monitoring (APM), Service-Oriented Architecture (SOA), Infrastructure as Code (Terraform, CloudFormation), Networking Security (Firewalls, VPNs, WAFs), Data Storage & Cloud Databases (SQL, NoSQL), Change and Release Management, SaaS Subscription Models, Edge Computing & Content Delivery Networks (CDN), Vendor Integration (ISVs, Cloud Providers), Service Level Agreement (SLA) Monitoring and Management, Operational Excellence (Lean, Six Sigma), End-to-End Service Delivery Ownership, IT Service Management (ITSM), Client Engagement and Communication, Global Delivery Coordination, Incident, Problem, and Change Management, Root Cause Analysis (RCA) and Incident Resolution, Operational Metrics and KPIs (MTTR, MTTF, MTBF), Customer Onboarding and Transition Management, Automation of Service Processes, Problem Management (Proactive and Reactive), Operational Risk Management, Business Impact Analysis (BIA), Continuous Service Improvement (CSI), Global Delivery Model Implementation, Operational Risk Mitigation

Apr 2020 – Sep 2021 · 1 yr 5 mos

• Agile Methodology (Scrum, Kanban), Waterfall and Hybrid Methodologies, Stakeholder Management, Project Scope Management, Risk Management and Mitigation, Project Scheduling & Timelines (Gantt, Critical Path), Resource Planning & Allocation, Budget and Financial Management, Change Management, Vendor Management, Issue Resolution and Escalation, Cross-Functional Team Coordination, Roadmapping and Strategic Planning, Dependency Management, OKRs and KPIs (Objective Key Results, Key Performance Indicators), Quality Assurance and Testing Strategies, Sprint Planning and Execution
• Release Management, Program Reporting and Status Updates, Technical Debt Management,
• Cloud Architecture (AWS, Azure, GCP), SaaS Integration and Deployment, Microservices Architecture, Cloud Security Best Practices, API Management & Integration, DevOps and CI/CD Pipelines, Containerization (Docker, Kubernetes), Infrastructure as Code (IaC) - Terraform, CloudFormation, Platform as a Service (PaaS), Networking Fundamentals (DNS, VPNs, Firewalls), Service-Oriented Architecture (SOA), Identity and Access Management (IAM), Monitoring and Logging (Prometheus, Grafana), Data Storage Solutions (SQL, NoSQL, Object Storage), Distributed Systems, Cloud Cost Optimization, Serverless Computing, Edge Computing, Automation Frameworks, Business Continuity & Disaster Recovery
• Understanding of Business Models (SaaS, IaaS, PaaS), Customer-Centric Thinking, Market Trends & Competitive Analysis in Cloud, Contract Negotiation, Business Case Development, Financial Forecasting & ROI Analysis, Product Lifecycle Management (PLM), Revenue and Cost Management, Licensing and Subscription Models, SaaS Metrics (Churn Rate, LTV, CAC, ARR), Partnership Management, Procurement Management, Regulatory Compliance (GDPR, HIPAA), Sales Enablement and Support, Vendor Risk Management, Cloud Provider Agreements, Business Process Optimization, Customer Success Strategies, Client Communication and Presentation Skills, Operational Excellence

Oct 2018 – Mar 2020 · 1 yr 5 mos

• Cloud (Platforms, Architecture, Migration, Optimization, Security, Networking, Storage, Databases, DevOps, Analytics): AWS, Azure, GCP, Oracle Cloud, Hybrid, Multi-cloud, Serverless, Strategies and Tools, Cost Reduction, Performance Tuning, IAM, Threat Detection, Compliance, VPCs, Load Balancing, DNS, S3, Blob Storage, File Systems, Relational, NoSQL, Data Warehouses, CI/CD, Infrastructure as Code, Big Data, Machine Learning
• Data Center (Infra, Design, Security, Operations, DR, BCP): Physical Security, Access Controls, Monitoring, Maintenance, Upgrades, DR Sites, Failover Procedures, DR Testing, Incident Response, Energy Efficiency, Capacity Planning, Edge Computing Deployment and Management
• SaaS (Architecture, Deployment, Integration, Customization, Security, Pricing, Customer Success, Product Roadmap, Marketing, Analytics): Multi-tenancy, Scalability, On-Premises, Cloud-Based, API Integration, Data Synchronization, Configuration, Customization, Data Privacy, Compliance, Subscription Models, Usage-Based, Onboarding, Support, Renewal, Planning, Prioritization, Positioning, Messaging, Sales Enablement, User Behavior, Customer Churn
• Networking: Protocols (TCP/IP, HTTP, DNS), Routing, Switching, Server Administration: Unix, Linux, Windows, VMware, Database Administration: SQL, NoSQL, Scripting: Bash, PowerShell, Python, Virtualization: VMware, Hyper-V, Storage: SAN, NAS, Object Storage, Security: Firewalls, IDS/IPS, Encryption, Automation: Ansible, Puppet, Chef, Monitoring: Nagios, Zabbix, Prometheus, Troubleshooting: Incident, Problem Diagnosis, Resolution, RCA, SLA, SLO, KPI Management
• Conflict Resolution, Agreement Making, Relationship Building, Support, Collaboration, Change Management, Technology Trends, Agile, Waterfall, Hybrid, Cost Control, Resource Allocation, Contract Negotiation, Identification, Mitigation, Response, Implementing Changes, Stakeholder Buy-in, Testing, Standards Compliance, KPI Tracking, Regulatory Adherence, Technical Writing, Knowledge Base

Oct 2016 – Sep 2018 · 1 yr 11 mos

• IT Service Management (ITSM), ITIL Framework (Incident, Change, and Problem Management), Service Level Agreement (SLA) Management, Incident Response and Resolution (MTTR, MTTF), Monitoring and Alerting Setup (PagerDuty, Opsgenie), Root Cause Analysis (RCA) and Post-Mortem Reports, Service Delivery and Operations Planning, Continuous Improvement in Operations, Capacity Planning and Resource Management, End-to-End Service Ownership, Escalation Management and Resolution, Service Desk Management (Jira, ServiceNow), Problem Management and Proactive Issue Prevention, Performance Metrics and Dashboards, Change Management & Change Control Board (CCB), Runbook Creation and Management, Capacity Planning for Cloud Services, On-Call Management and Incident Handling, Operational Readiness and Acceptance (ORA), Service Uptime and Availability Planning, Global Operations Management, Cloud Platforms Expertise (AWS, GCP), Cloud Infrastructure Design and Architecture, Automation and Orchestration Tools (Terraform, Ansible), Infrastructure as Code (IaC), DevOps Principles & CI/CD Pipelines, API Management and Microservices Architecture, Monitoring & Observability Tools (Prometheus, Grafana, Splunk), Cloud Security Best Practices (Encryption, IAM, KMS), Service-Oriented Architecture (SOA), Networking & VPC Design (Load Balancers, VPNs, Subnets), Containerization and Kubernetes Orchestration, Serverless Computing (Lambda, Cloud Functions), Data Storage Solutions (Cloud SQL, NoSQL, BigQuery), Cloud Cost Management and Optimization, Cloud Native App Development, High Availability & Disaster Recovery Solutions, Edge Computing & CDN Solutions (CloudFront, Cloud CDN), Service Level Objectives (SLOs) and Indicators (SLIs), BCP, API Gateway Management (AWS API Gateway, Apigee), Cloud Performance Tuning, Network Security & Firewalls, Cloud Migration Strategies (VM, Hybrid to Cloud), Operational Excellence in Cloud (Well-Architected Framework), Cloud Strategy and Governance, Cost Optimization

Jan 2015 – Sep 2016 · 1 yr 8 mos

• Network Security (Firewalls, VPNs, IDS/IPS), TCP/IP, DNS, DHCP, NAT, and Subnetting, SaaS Product Architecture and Operations, Firewall Configuration and Troubleshooting (Cisco, Palo Alto), Endpoint Security Solutions (Antivirus, EDR), Cloud Security Best Practices (IAM, encryption, multi-factor authentication), Identity and Access Management (IAM), Zero Trust Security Models, Encryption Technologies (SSL, TLS, VPN), Network Protocols (HTTP, HTTPS, SSL/TLS), DNS and DNS Security (DNSSEC), Threat Intelligence & Vulnerability Management, SIEM Systems and Log Analysis (Splunk, ELK Stack), Incident Response and Security Operations, API Security and Authentication (OAuth, JWT), Penetration Testing and Ethical Hacking Knowledge, IDS/IPS Management, Security Monitoring and Threat Detection, Endpoint Management Solutions, Public Key Infrastructure (PKI), Compliance Standards (GDPR, SOC 2, ISO 27001), VPN Configuration and Management, Distributed Denial of Service (DDoS) Mitigation, Secure Socket Layer (SSL) Certificates, Forward & Reverse Proxies and Web Application Firewalls (WAF), Network Forensics and Packet Analysis, Automation Tools (Ansible, Puppet) for Network Configurations, Cloud Networking (VPC, Peering, Subnetting), Customer Success Strategies, Tiered Technical Support Structure (Tier 1, Tier 2, Tier 3), Incident Management (MTTR, escalation protocols), Ticketing Systems Expertise, Client Onboarding and Training, Root Cause Analysis (RCA), Support Workflow Automation, Service Level Agreements (SLA) Management, Product Knowledge Base Creation and Management, Troubleshooting and Diagnostics Tools, Customer Complaints and Escalations, Technical Documentation, Proactive Problem Management, CRM Systems (Salesforce, HubSpot), Multichannel Support (Chat, Email, Phone, Social Media), Technical Issue Prioritization and Triage, Customer Communication and Engagement, Remote Support Tools, Client Feedback Gathering and Analysis, Customer Satisfaction Metrics (NPS, CSAT),

Jun 2013 – Dec 2014 · 1 yr 6 mos

• Windows and Linux Server Administration, Virtualization Technologies (VMware, Hyper-V), Infrastructure as a Service (IaaS)), Storage Management (SAN, NAS, RAID), Active Directory (AD) Management, Backup and Recovery Solutions, Patch Management and Automation (WSUS, SCCM, Ansible), System Monitoring and Alerting Tools, Server Clustering and High Availability, Hypervisor Management (ESXi, KVM), Performance Tuning and Optimization for Servers, Load Balancing and Failover Systems, DNS, DHCP, and IP Address Management (IPAM), Linux Shell Scripting and Windows PowerShell, Disaster Recovery (DR) Planning and Testing, Database Administration (SQL Server, MySQL, PostgreSQL), Network File Systems (NFS, SMB, CIFS), Server Hardening and Security Configurations, Virtual Machine Management (Provisioning, Cloning, Migrating), Automation Tools for Server Management (Ansible), System and Application Logs Analysis, Patch and Vulnerability Management, Multi-Tenancy Management for Servers and Services, Identity and Access Management (IAM), Hyperconverged Infrastructure Solutions, Bare Metal Server Provisioning and Maintenance, Firewall and Network Security Configuration, Tier 3 Escalation Expertise for Critical Incidents, Advanced Troubleshooting and Root Cause Analysis (RCA), Incident Response and Problem Management, Managing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), High Severity Incident Management and Escalation Procedures, Downtime Analysis and Reporting, Performance Monitoring and Diagnostics, Multi-vendor System Integration Troubleshooting, Crash Dump Analysis and System Debugging, Remote Desktop Services (RDP) and Console Management, System Logs Review for Errors and Failures, Issue Replication and Documentation, Network Configuration Troubleshooting (DNS, DHCP, Subnets), Coordination with Vendor Support for Tier 3 Incidents, Disaster Recovery Test Execution and Validation, ITIL Framework (Incident, Problem, Change Management), SOP Management

Jul 2012 – Jun 2013 · 11 mos

• HSBC Products and Services (Savings, Checking Accounts, Credit Cards, Loans), Personal Banking Expertise (Account Types, Fees, Features), Credit Cards and Loans (Types, Interest Rates, Payment Terms), Knowledge of Financial Services (Investments, Insurance, Mortgages), Payment Processing and Money Transfers (ACH, SWIFT, Wire Transfers), ATM/Debit Card Support and Issues (Lost Cards, Pin Resets), Account Balance and Transaction History Knowledge, Digital Banking (Mobile Banking, Online Banking Platforms), HSBC Wealth Management Products, Foreign Exchange (FX) and International Banking Services, Interest Rates, Fees, and Penalties, Account Opening and Closing Procedures, Loan and Mortgage Application Procedures, Credit Scoring and Loan Approval Processes, Credit Report Interpretation and Assistance, Foreign Currency Transactions and Conversions, Investment Products Knowledge (Mutual Funds, Bonds, ISAs), Fund Transfers (Internal and External Transfers), Fraud Alerts and Transaction Monitoring, HSBC Rewards Program Knowledge (For Credit Cards and Savings), Customer-Centric Mindset, Empathy and Active Listening, Effective Communication with Diverse Customers, Customer Complaints and Escalations, Personalized Financial Advice, Building Trust and Long-Term Client Relationships, Managing High-Volume Customer Calls, Time Management and Efficiency in Handling Calls, Customer Needs and Offering Tailored Solutions, Conflict Resolution with Challenging Customers, Upselling and Cross-Selling Banking Products, Ensuring High Levels of Customer Satisfaction (NPS), Multiple Channels of Communication (Email, Chat, Phone), Professionalism in Stressful Situations, Customer Retention Strategies, Proactive Engagement to Promote HSBC Services, Offering Support for Vulnerable Customers, Following Up on Customer Inquiries, Customer Feedback and Implementing Improvements, Anti-Money Laundering (AML) Compliance, Know Your Customer (KYC) Procedures, Data Privacy Regulations (GDPR)

Sep 2010 – Sep 2011 · 1 yr

• Advanced Troubleshooting and Problem-Solving (Root Cause Analysis), Understanding of Dell Products and Solutions (Servers, Laptops, Storage), Hardware Diagnostics and Repair (PCs, Laptops, Servers), Operating System Support (Windows, Linux, macOS), Network Troubleshooting (TCP/IP, DNS, DHCP, VPN), Technical Support for Enterprise IT Systems (Servers, Cloud Infrastructure), Support for Virtualization Technologies (VMware, Hyper-V), Remote Troubleshooting Tools, Performance Monitoring and Analysis Tools, Data Backup and Recovery Solutions, Advanced Command-Line Skills (PowerShell, Bash), Storage Management (SAN, NAS, RAID), Networking Hardware (Routers, Switches, Firewalls), Database Troubleshooting and Maintenance (SQL Server, MySQL), Email Systems Troubleshooting (Exchange, Office 365), Security Incident Response (Antivirus, Firewalls, SIEM Tools), System Patching and Upgrading (OS, Firmware, Drivers), Resolving Application Compatibility Issues, Cloud-Based Services Support (SaaS, PaaS, IaaS), Printer and Peripheral Device Troubleshooting, Endpoint Management and Device Monitoring Tools, Multi-Factor Authentication (MFA) Systems, LAN/WAN Support and Troubleshooting, Performance Optimization of Systems and Applications, IT Infrastructure Projects and Rollouts, BIOS and Firmware Troubleshooting, Remote Desktop Tools (RDP, VNC, TeamViewer), Effective Communication with Customers and Stakeholders, Managing and Resolving Customer Complaints and Escalations, Maintaining Professionalism Under Pressure, Excellent Verbal and Written Communication, Customer Relationship Management (CRM) Tools (Salesforce, Zendesk), Empathy and Active Listening to Understand Customer Needs, Adapting Communication Style for Technical and Non-Technical Users, Delivering Positive Customer Experiences, Customer Education on Technical Concepts, Follow-Up and Monitoring of Customer Issues, Handling High-Volume Support Requests Efficiently, Managing and Prioritizing Tickets Based on Severity

Aug 2009 – Sep 2010 · 1 yr 1 mo

• Network Troubleshooting – Ability to diagnose and resolve network issues. Telecommunication Systems Knowledge – Familiarity with telecom protocols and systems (e.g., VoIP, MPLS, BGP). TCP/IP Stack – Deep understanding of TCP, IP, DNS, DHCP, and other networking protocols. Router and Switch Configuration – Hands-on experience with Cisco, Juniper, or similar hardware. Internet Protocols (IPv4/IPv6) – Understanding and configuring IPv4 and IPv6 networks. Layer 1-7 Troubleshooting – Knowledge of issues from physical layer (hardware) to application layer. VPN Configuration – Proficiency with setting up Virtual Private Networks. Firewall Management – Ability to configure and troubleshoot firewalls (Cisco ASA, Palo Alto, etc.). Wi-Fi Troubleshooting – Diagnose and resolve wireless networking issues. DSL, Fiber, and Cable Technology – Knowledge of different broadband technologies (DSL, fiber, cable). Network Monitoring Tools – Familiarity with tools like SolarWinds, PRTG, and Wireshark. SIP Protocol & VOIP – Understanding Voice over IP and its related protocols. DNS Management – Troubleshooting domain name issues, DNS servers, etc. Load Balancing – Understanding of load balancing and fault tolerance technologies. Subnetting & IP Addressing – Expertise in network segmentation and IP planning. LAN/WAN Technologies – Understanding Local Area Network (LAN) and Wide Area Network (WAN) setups. Cloud Services Knowledge – Experience with cloud environments like AWS, Azure, or GCP. Routing Protocols (OSPF, EIGRP, BGP) – In-depth knowledge of routing protocols. Network Security – Familiarity with securing networks, encryption, and VPNs. VoIP Infrastructure – Understanding of VoIP systems for voice communication. Diagnostic Tools – Use of diagnostic tools like ping, tracert, nslookup, and telnet. Traffic Analysis Tools – Using tools like Wireshark to analyze network traffic. Call Center Technology – Familiarity with ACD, IVR, PBX systems. Cybersecurity – threats, firewalls, security.