Rakesh Kumar Email & Phone Number

• Leading and managing a team of product support engineers, setting goals, providing guidance, and coaching, and ensuring overall team performance.
• Managing and resolving escalated customer issues and complaints, collaborating with other departments to find solutions and ensure customer satisfaction.
• Possessing deep technical expertise in the company's products, providing guidance to internal teams and external customers, staying updated with product updates, and delivering training… Show more
• Possessing deep technical expertise in the company's products, providing guidance to internal teams and external customers, staying updated with product updates, and delivering training as needed.
• Collaborating with cross-functional teams such as product management, engineering, and sales to ensure effective communication and alignment.
• Building and maintaining relationships with key stakeholders, including customers, partners, and internal teams, attending customer calls, providing support updates, and collaborating on strategic initiatives.

Chandigarh Area, India

• Leading a team of product support engineers, providing guidance, and coaching, and ensuring overall team performance.
• Mentor and train support engineers on process and technical products.
• Engage with customers on escalated support issues or critical customer situations.
• Help the team in diagnostics and troubleshooting using networking tools.
• Assists customers with testing or troubleshooting of issues.
• Ensures ticket queue is managed per SLA’s.

Chandigarh Area, India

• Technical Experience:
• Networking Experience -GRE, IPSEC, VPN clients
• Network Security Experience (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Troubleshooting Authentication systems such as LDAP, MS AD
• Network troubleshooting experience - Expert knowledge of tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
• Expert knowledge of protocols such as HTTP, SMTP, FTP, DNS etc

• Understand and draw up a customer requirement and recommend the right products or services
• Pitch solutions to a customer and explain all the features and benefits of a particular product or service.
• Work closely with the sales team.
• Conduct a POC with the customer.
• Executions of various Wi-Fi, 802.11 a/b/g/n, WLAN Controller Implementations (Ruckus-COMMSCOPE, Cisco, HP, Meraki, Dlink).
• Configuration and installation of UTM-FIREWALL (Cisco, Watchguard, Fortinet… Show more

• Responsibilities:
• Technical support: Responsible for resolving technical issues and inquiries from customers and internal teams by troubleshooting and providing solutions.
• Product implementation and integration: Install, configure, and customize services to meet clients' specific requirements.
• Continuous improvement and knowledge sharing: Stay up-to-date with industry trends, new technologies, and product enhancements, and share knowledge with colleagues.
• Customer… Show more Responsibilities:
• Customer relationship management: Regularly interact with customers, understand their needs, and provide timely and satisfactory solutions to ensure customer satisfaction. Show less

Master Of Business Administration (Mba), Production And Technology Management

Bachelor Of Technology (B.Tech.), Computer Science