- Provide proactive technical advisory to key strategic clients in North America region- Collaborate with Engineering, Product Management and Customer Support teams, in order to successfully prioritize customer requirements.- Perform regular technical reviews and share best practices to proactively identify and prevent issues, in order to ensure full customer satisfaction.- Deliver Cloud portfolio roadmap updates and develop strategy to improve the product roadmap, in order to better align product functionalities with customer's technical requirements and use cases. - Oversee technical support activities in order to ensure delivery of outstanding customer service to clients, create action plans to resolve technical and business related escalations.- Proactive escalation management, identify customers at risk and take proactive actions in order to prevent possible escalations.

- Provided proactive technical advisory to key strategic clients in EMEA region (Western Europe)- Primary point of contact for all technical and business escalations, created action plans and ensured a high sense of urgency is maintained by all parties involved to drive issue resolution. - Proactive escalation management, conducted proactive analysis to proactively identify and prevent possible escalations, in order to improve customer experience.- Strategic partner in developing plans to proactively improve HPE Software solutions, in order to build a strong relationship with the customers and identify new sales opportunities- Created individual Account Support Plan for each client/account, liaised with product management to successfully prioritize customer requirements- Led technical and business account reviews, product roadmaps and remote/onsite demos.

- Provided strong in-depth technical support to Premier customers, delivered an expert level of technical knowledge and outstanding customer service. - Handled the most unique and critical situations , as part of the EMEA back-line team of senior engineers. - Troubleshooted and debugged complex technical issues, built test environments to replicate issues and performed tests using customer’s data. - Communicated effectively with the R&D/Engineering team by providing step-by-step instructions to reproduce the issue and findings to identify root cause.- Handled technical escalations and elevations from front-line, troubleshooted complex technical issues, provided training and mentoring for internal staff and external contractors, integration support etc. - Assisted in the implementation and provided support for following HP software products:Cloud Service Automation (CSA);Operations Orchestration (OO);Server Automation (SA);Database Middleware Automation (DMA).Client Automation (Radia)

- Provided 24/7 Support for software solutions for electronic Debit/Credit payments, Gift/Loyalty Cards, EBT etc.- Ensured system compliance with all security requirements in accordance with PCI DSS standards.- Performed new installations, configuration, update and maintenance of various payment solutions.- Troubleshooted database related issues, querying, handling replication issues, installation, backup/restore for MSSQL and Oracle databases etc.- Monitored and proactively identified and resolved various technical system issues