Oct 2023 – Jul 2025 · 1 yr 9 mos · Hyderabad, Telangana, India · Hybrid

• Team Leadership – Leading a team of Technical Support Engineers to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Performance Reviews - Delivering performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
• Workload Coverage - Manage workflows and schedules for direct reports and ensure adequate workload coverage in all the shifts.
• Key Support Matrices - Manage key processes including FAQ analysis, case reviews, customer feedback analysis, CSAT Surveys, Root Cause Analysis (RCA).
• Knowledge Base - Develop and maintain Support procedures and policies. Encouraging team contribution to grow the knowledge base for better customer support.
• Escalation Management – Leading and actively managing customer escalations and working with customers, staff, and other divisions to resolve them in a timely manner.
• Talent Acquisition and Retention - Strategic planning to grow the team, assist the employee success team in hiring the right talent and nurturing the resources to guide / mentor next cadre of leadership as per Salesforce values.
• Regular Customer Reviews - Conducting business reviews with customers at agreed-upon intervals (monthly, quarterly, etc.) to discuss upcoming product releases, review support activity, and tools, and other matters related to support.
• Customer Success Collaboration - Collaborating with Account Executives, Customer Success Renewal Representatives for assigned customers to ensure optimum customer satisfaction and timely subscription renewals.
• Product Management Collaboration - Establish and maintain working relationships with various business units, subsidiaries, and/or affiliates to streamline technical support operations and gain work efficiencies, while adhering to various customer service level agreements.

Jan 2017 – Oct 2023 · 6 yrs 9 mos · Noida Area, India · On-site

• Account Management - Managing the business contracts, aligning business objectives with coordinated service deliveries, and ensuring that our customers maximize the value they are seeing from their investment.
• Service Delivery - Handling the complete delivery from Planning, Consulting, Architecting, and Implementation. Responsible for leading the Service Delivery team.
• Customer On-boarding/Deployments - Driving adoption and engagement of the Data Security Solution, Lepide Data Security Platform, within Lepide’s prospective customers and to onboard the new customers while setting them up for immediate success by facilitating the implementation process for new accounts.
• Escalation Management - Responsible for dealing with incidents and problem management, ensuring problems get resolved and issues are addressed at the right level.
• Pre-sales - Handling Presales via Delivering Customized Demonstrations to the Prospects regarding the infrastructure auditing solutions, including conducting managed POCs (Proof of Concept).
• Product Release Management: Driving the release management process of the solution.
• Technical Support Matrices - Responsible for metrics’ such as CSAT/NPS and support request average time to resolution.
• Documentation - Creating response documents for RFI, RFPs, and presentation decks. Furnishing the technical details in the Vendor Requisition Form (VRF)
• Webinars - Hosting Public Webinars on every product release regarding the key solution areas for customer awareness and marketing.
• Customer Service & Support - Solving something unexpected working with Customer Service and Support colleagues and manage an incident through resolution.
• Leading technical support team of engineers to support Lepide's solutions in EU-APAC-NA regions.
• Actively manage support schedule and work assignments for 10 engineers ensuring each team member is actively contributing to continuous improvement via goal settings.

Apr 2015 – Jul 2016 · 1 yr 3 mos

• Microsoft Windows Server Administration – Monitoring and Level 1, 2, 3 support for Windows server NT, 2003, 2008, 2008 R2, 2012.
• Managing and troubleshooting issues (Performance, disk Space, Stability, Firmware, etc.) related to Windows 2003, 2008 & 2012 servers.
• Installing of server OS (2003, 2008 & 2012) with different RAID. Up-gradation of 2003 domain controller to 2008 domain Controller.
• Virtualization on Virtual Platforms like VMware VSphere, VNC, Vcenter, etc. Working on Hyper-V, VMware, ESX and ESXI Architecture, guest OS installation, setting up of VM priorities, Vmotion Migrations Cloning and Snapshots, P2V & V2V Migrations.
• Implement and Managing ESXi 5.0 server through VSphere Client 5.0
• Adding ESXi host in to VCenter Farm. Creating and managing virtual machines.
• Converting P2V and V2V using V-converter. Creating & manage templates in VMware. Create and manage VMware HA Cluster.
• Installation and configuration of DHCP server. Creation of different scope on DHCP server. Managing authorized and De-authorized scopes.
• Handling DHCP server. Creating reservation and monitoring. Taking DHCP server backup and restoration.
• Queue Management – Incident, Change, Request management on Trouble ticketing System HP Service Centre, Service-Now, TFS, OTRS & SEPG.
• Patch Management - Patch deployment using WSUS server (on Servers). Creation of different VLAN subnets groups on WSUS server for patch deployment.
• Creation, deletion, modification of user in Active Directory. Set user’s profile according to the organization policy. Apply user and computer based Group policy.
• Managing replication between different sites and domain controllers. Knowledge of Transferring and seizing of FSMO roles. Managing active directory system state backup. Apply OU’s based group policy.
• Migration of ID’s from one domain to other domain with Password and SID using ADMT.
• Working on Server Backups using IBM Tivoli Backup System and Windows Backup.

Jan 2013 – Apr 2015 · 2 yrs 3 mos

• Used SM7 (Action Request System) to track, resolve and escalate trouble tickets.
• Manage user and computer accounts using ADSIEit and NTDSUtil.
• Manage access to resources, design Group Scope and OU.
• Manage the user, computer environment by using Group Policy.
• Configure routing and remote access service.
• Manage and monitor DHCP, Allocate IP addressing by using DHCP, Design DHCP scope.
• Resolve host names by using DNS.
• Resolve network basic input / output system (Net BIOS) names by using WINS.
• Secure network traffic by using IPsec and certificates.
• Manage and monitor network access.
• WMI and VB script coding.
• Administered and Configured MSSQ, SQL and IIS 6.0.
• Thorough understanding of TCP/IP, different protocols and OSI Model
• Lead and Implemented a Windows Deployment Service (WDS) Project, which automates PC imaging and resolved SID System Log issue on multiple Domain controllers.
• Administered CA Unicenter Desktop and Server Management (DSM – Software Delivery Solution)
• Administered Patchlink/Windows Software Update Services (WSUS – OS Update Delivery Solution)
• Cisco Switching Subnet LAN Security/VLAN/VTP/Trunk (Sub Interface)

Aug 2011 – Jan 2013 · 1 yr 5 mos · Yamunanagar Area, India

• Leading on the day-to-day technical support (level 1 & 2) via the Help Desk to employees working in institute offices, as well as remotely.
• Facilitate Information Technology trainings, workshops, seminars and summer internship programs as needed to Webnet staff and the students.
• Handle network/system administration duties including, but not limited to, installing, testing, configuring, monitoring, maintaining, supporting, and optimizing all network printers, end-user workstations, laptops, software, and peripheral devices.
• Analyze and resolve hardware and software problems in a timely and accurate fashion and provide end-user training when required.
• Participate in the creating & maintenance of the hardware inventory.
• Conduct research on hardware, software, services, protocols, and standards to remain abreast of developments in the networking industry.
• Collaborate with the Internet provider to address any issues with Internet Connection.
• User account Administration and Managing file & folder permissions.
• Applying hotfixes and patches to maintain most recent updates on the workstations and servers.

Nov 2009 – Jul 2011 · 1 yr 8 mos · Noida Area, India

• Desktop/Laptop phone support;
• Printer/Fax support;
• Backup system support;
• Updating current infrastructure;
• Deploying new equipment;
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
• Provide initial assessment of urgency and business impact on all support calls.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions in the Help Desk tool.
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Support the following technologies: Microsoft Office 2007 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
• Monitor daily backups.
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.