Customer Success Specialist
Cisco Systems - India
Total years of experience :10 years, 5 Months
Drive adoption and expansion of Cisco AppDynamics solutions by highlighting features, opportunities, winning use cases, and relevant adopt strategies to various sector customers • Helps with their implementation, integration planning and execution • Provide guidance to customers testing, monitoring, development and operational support team to understand the troubleshooting process and isolate the problems with code level or DB level with AppDynamics • identifying a technical gap with customers and delivering the enablement session on different use cases for the business and IT solutions • Help customer to onboard and fine tune their application with agent installation, Application flowmap, BT detection, finding RCA, Alerts & Policy, Dashboard creation, maturity assessment & Healthcheck for AppDynamics controller • Understanding the customer full stack application environment(Application framework, Databases, external API’s, third party integration, multi-cloud environments) and guide them effectively to imrove their application performance and business value outcomes • Conducting weekly cadence call for potential customers to help them achieving the desired outcomes • Taking the ownership and lead of Call-a-Consultant services and maturity assessment requests • Assisting the best practices of procedures, reports and guidelines of the solution and explaining to the different customers to adopt the relevant solutions • Providing the best-possible experience for the customer via the delivery of Accelerators and Ask the Experts sessions that help customers advance through critical steps in the adoption process. • Help the customer move to the next phase of the customer lifecycle and to visualize their future in the lifecycle. • Bridging the gap between sales and service for aligned product and architecture • Identify training gaps and Accelerator session opportunities for expansion and enhancement delivery • Assist in building the delivering contents along with multiple teams • Collaborate with Account teams, Customer Success teams, Partners to improve customer adoption, address product concerns, and drive incremental growth • Conduct health checks and provide feedback to the customer to enhance the best practices of their deployment • Had experience with DNA center TAC team (TAC rotation program for CSS) for one quarter period to provide troubleshoot support to the customers
• Working in Cisco ISE 2.4 Implementation for Secure Endpoint Authentication. Designing the ISE deployment for distributed network, creating HLD, LLD and verifying the Use cases and presented it to project stakeholders and get the signoff and approval for production network deployment rollout. Configuring the Switches, WLC, AP, Windows and MacBook machine Supplicants
• Proficient in configuration, implementation and troubleshooting of Cisco ISE for wired and wireless network
• Build and analyze ISE rules to comply with client network security policies
• Enforcement of ISE on numerous floors at various sites
• Ensure adherence to defined network security processes
• Troubleshoot 802.1x issues
• Configuration of Switches (AAA and dot1x configuration) and WLC (AAA and SSID configuration) with respective to ISE deployment
• Guest Portal services deployment using Cisco ISE
• Working with migration of TDM based Network to VOIP based Network (Government owned BSNL Telecom Project).
• Installation & Configuration of Access and Core Equipments (HP Blade Servers, Linux OS : RHEL V6, Server Modules: SBC, C5, C4, INSSP)
• Manage and maintain the NG (Next Generation) Monitoring Systems (these report on the status and performance of
MAX-NG network, ISP services and facilities).
• Provisioning (IP assignment, core network configuration, DNS setup, monitoring and graphing for co-location, customer backup and other customer network services).
• Facilities provisioning (installing racks, setting up power, installing ethernet, fibre and console cabling, and KVM).
• Escalate issues as per NOC policies and procedures.Providing 24/7 support.
• Identify repetitive false alerts and assist in the process of getting them tuned.
• Maintenance technical documentation (for NOC) of processes and procedures used throughout normal operations.
• Establishes voice and data networks by installing telecommunications equipment, routers, switches.Maintains safe work environment by following codes, standards, and legal regulations.
IT Support Engineer position in one of the leading Oil & Gas energy producer and seller in Saudi Arabia.
1st / 2nd Level Support .
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems.
• Assists in software and hardware upgrades and new installations.
• Configuration of CISCO Routers, switches, firewall, IP subnetting
• Install personal computers, software, and peripheral equipment.
• Assists in spyware, virus removal, data backup, and disaster recovery.
• Train users on software and hardware on-site, as required.
• Meet vendors and Purchase new hardwares as per need, I have Saudi Arabia driving License.
• Making Documents procedures as required.
Access Healthcare Services is one of the US Healthcare Process BPO in India.
• Assembling and installation of desktops.
• Keeping all the systems up to date with patches security fixes.
• Helping out end users do their work more efficiently.
• Assist with the maintenance and operation of 400 workstations.
• Track company IT assets and document any changes in Asset database.
• Properly escalate unresolved queries to the next level of support
• CCNP Route (300-101) and CCNA Routing & Switching Certified • National Seminar on Emerging Trends in Distributed Computing. • Orientation Program on Employability skills & Project Internship. • Aramco Professional training courses regarding Safety Precautions, Customer relations ,Loss prevention Policies,Defensive Driving etc., • Have India, Saudi Arabia and Saudi Aramco Driving License.
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