• Lead the relationship for large enterprises ensuring the renewal of Forescout services. • Manage activities through Forescouts Adoption service. • Responsible for the delivery of customer deliverables (QBRs, Upgrade plans) for end-users and executives. • Partner with Sales Teams to identify opportunities and mitigate loss to competitors. • Managed account escalations and provided RCA when necessary.

• Lead support response teams for critical incident and complex escalations regarding Forescout's Network Access Control security platform. • Track and advise troubleshooting efforts and communicate progress to stakeholders.• Provided external communications with customers to advise progress and to set expectations• Prepare and provide Root Cause Analysis as needed.• Review the escalation trends and provide plans for improvement.• Monitor and act on possible escalations to mitigate business impact.• Provide reporting as needed using Salesforce and Tableau.

• Drive and execute the enterprise Incident Management process with a focus on major incidents by supervising matrixed resources to resolve the issues and meet our SLA. • While managing incidents, engaged with Customer’s IT teams (in hybrid environment) and prepared technical updates for account teams and other key stakeholders. • Drive and execute processes to ensure incident records are fully documented both during and after the incident, including gathering and recording the full incident timeline of events • Take initiatives to technical managers which include maintenance tasks, organizational support, and special projects to improve internal functioning of incident process. • Contribute to implementation, delivery and enforcement of IT Service Management processes• Preparing post-incident report for RCA. • Represented NOC at Change Board and update NOC maintenance schedule.

• Act as the Major Incident Owner (MIO) during Multi-User Impacting Incidents, leading our IT Ops engineers and Application engineers in coordinated effort until the issue is resolved. • Reached targets of lowering MTTR in incident resolution by acting as MIO.• Drive issue automation to relieve issues escalating, i.e. so they can be resolved at tier 1. • Managed program to redesign Problem Management process to align with organization capabilities and goals. • Develop Root Cause Analysis following Major Incidents and communicate them to IT and Business Leaders. • Regularly Review and Analyze Service Delivery metrics and drive remediation/corrective plans• Provide feedback to the Application Architecture and Development Teams on areas that need attention to optimize service delivery• Drive continuous process improvement initiatives across the IT organization on technical and process opportunities.• Escalate issues when proper resolution is not addressed by the various IT teams and communicate updates to IT management.

• Responsible for delivery of support services towards wireless carriers.• Manage customer expectations and perception to achieve customer satisfaction. • Ensure SLA fulfilment, including owning and managing escalations from customer. • Managed tasks for the customer network support team.• Work with sales to identify potential business opportunities. • Forecast delivery costs, follow up on actual costs and ensure accuracy• Manage incident support and provided RCA to customer. • Create/Schedule Procedures to be performed in customer market. • Establish guidelines for customer notifications/recommendations.• Managed budget with margin requirements. • Consistent reporting to stakeholders• Negotiate/Manage 3pp contracts• Constant process/product improvement with design organization• Products supported include LTE RAN, SAE Core, Red Hat, VMWare, Oracle (Golden Gate, RAC, OUD), Solaris, HP and Oracle HW.

• Trained for Core support for Huawei's LTE SAE Product.(MME, PGW, SGW, HSS) • On going documentation review process, verifying information and process post translation • Providing support for USCC IOT LTE Trial, which included, designing and commissioning the core network, working with other vendors to achieve success in testing. • Provided support for Vzw DFW Live Air project, this included designing network, integrating backhaul and eNodeBs, configuring Core elements and verifying call processing• Provided Support for Core testing in Cricket LTE Trial. This included testing mobility management, S1 handoffs, multiple bearer traffic and various Gateway Configurations • During the ATT LTE Trial, I provided basic support during my introductory period.