Cisco DNAC Senior Escalation Engineer
Cisco Systems - India
Total years of experience :12 years, 2 Months
• Provide product and technical support to customers of all sizes, small to large enterprises
• Triaging solution level issues spanning across Kubernetes/Docker/100+ micro-services/IP Networking etc.
• Debugging across multiple micro-services, databases, messaging queues, API gateway etc.
• Escalation Management for strategic and critical enterprise customers.
• Creating mitigation or recovery plan in high impact customers.
• Creating detailed Troubleshooting document for internal consumption, Method of Procedure (MOP)
for customers and internal teams, Root Cause Analysis (RCA) Document for customers
• Attending various Cisco Sales and Partner Summits to present learnings, challenges, and product roadmap related information.
• Identifying product bugs and serviceability improvements. This will help to make the product easier to troubleshoot and easier to use.
• Mentor and train team members and customer facing support teams
• Collaborate with product development and QA teams to improve product quality
• Provide technical support to pre and post sales teams
• Product support for network/system/database monitoring application
• Provided onsite technical support and training
• Managed marquee customers
• Created training and troubleshooting procedures
Worked as Feild Escalation Engineer for automation Anywhere.
Remarkable experience in L2/L3 Development Technical support and Customer service to complex software applications.
Worked as a Java developer with Cisco Systems for Network Management Software. Proficient with Oracle SQL.
Worked with Pre Sales and Implementation team Interacted with external clients and teams to carry out client-specific responsibilities
Holding Australian BV, Valid till 2019 highly motivated to achieve client satisfaction done with software implementation work
Familiarity with PC & Web-based software applications, Windows 2003/2008/7i, XP/Vista and Linux operating systems.
Conducted research and troubleshot complex and advanced inquiries to resolve customer High sev issues. Interacted with external clients and teams to carry out client-specific responsibilities
Skills in problem solving coupled with effective decision making for enabling effective solutions leading to high customer satisfaction & low operational costs
A diversity conscious individual with sound cross-cultural communication, problem solving skills and strong attention to detail and focus on task completion
Strong technical and excellent organizational and time management skills and Superior software application installation and troubleshooting skills.
Master of Computer Application
