Pradip Koli Email & Phone Number

• Heading a team of 40 engineers with other stakeholders, delivering technical leadership for streamlined and successful support operations.• Collaboratively Overseeing 7-Figure Project with APAC Director

• Led a team of 20+ tech support engineers, providing technical leadership and guidance to ensure efficient and effective support operations.• Fostered Growth via Training, Empowered with Tech Skills: Led strategic training, fostering a learning culture. Enhanced team's agility for tech challenges in evolving landscape.• Boosted Efficiency via Process Innovation: Led streamlined processes, slashing resolution time for intricate tech issues. Amplified customer satisfaction and operational effectiveness.

• Work closely with product and engineering teams to communicate customer feedback and identify opportunities for product improvement.• Implement and maintain support processes, procedures, and tools to optimize team productivity and customer satisfaction.• Spearheading the development of innovative support solutions, encompassing knowledge management and self-service tools.

• Help customers with issues related to CASB, Secure Web Gateway (SWG), ZTNA, Firewall, API enabled Protection, Threat/Malware, Data Loss Prevention, IaaS integration, and Secure Access Service Edge (SASE).• Work with cross-functional teams for POC and P1 incidents.• Worked on Security information and event management (SIEM) solutions and their integration with 3rd party applications.• Create public-facing and internal knowledgebase articles and Videos

Bengaluru, Karnataka, India

• Served as a Global Subject Matter Expert (SME) specializing in the SonicWall Switch product line.• Beta test new products and features.• Collaborate with cross-functional teams to identify and resolve complex technical issues for customers.• Developed video tutorials and KB articles for various product lines at SonicWall.• Conducted training for new hire batches on the company's entire product portfolio.

Bengaluru, Karnataka, India

• Deploy, manage, and troubleshoot SonicWall Firewalls, Access Points, Switches, and other solutions.• Integrate LDAP (Active Directory)/ RADIUS with the Single-Sign-On feature on the Firewall.• Configure and troubleshoot the SonicWall Firewall with features like OSPF, and BGP, Content Filtering, App Control, DPI-SSL, VPN, RBAC, and High Availability.• Utilized various network troubleshooting tools to diagnose and resolve issues, including Wireshark/tcpdump, MTR, HAR, Nmap, syslogs..etc###International Experience: SonicWall Ottawa, Canada (Feb - May 2019)###• Trained colleagues from this center on various SonicWall modules and in general networking technologies.• Set up labs, prepared documents, and video tutorials for the training conducted. • Collaborated closely with engineers from the bilingual teams including Spanish, Korean, and Portuguese, and helped them troubleshoot issues.

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru Area, India