Pinaki Roy Email & Phone Number

Halton Hills, ON, CA

Mississauga, Ontario

• Responsible for starting the SOTI ONE Platform Executive Escalations team from the ground up, defining processes, escalation roadmaps, training plans, hiring, and team building
• Managing Global Executive Escalations team and Development Analysis Team (A-Team) located in Canada (HQ) and India covering all 3 Geo's (NA, EMEA, and APJ)
• Successfully launched Change Management and P1 processes within SOTI globally to be followed by Technical Support and Professional Services teams globally
• Championed the launch of a new Jira Triage process globally to successfully deliver bug fixes to customers within SLA's defined
• Started a Global Development Analysis Team (A-Team) from the ground up, hiring Software Analysts across India and Canada to manage and solve all reported customer issues in the JIRA platform before the issue reaches.

Mississauga, Ontario, Canada

Bengaluru Area, India

Bangalore

Pune Area, India

- Managing global customer support and operations organization providing technical support for both hosted and on premise enterprise software solutions for Mocana Atlas, Mocana MAP, Mocana KeyVPN.- Carried escalations for the Customer Success team- Interpreted Root Cause Analysis of Customer Found faults.- Accountable for dealing with Customer Engineering.

Bangalore

1. Accountable for educating internal and external customers on latest industry trends and capabilities for Enterprise Mobility and the different types of MDM/MAM/MCM solutions available in the market. 2. Utilizing industry process knowledge and forward thinking to identify new uses of mobile computing technology to increase customer productivity.

Hyderabad Area, India

• Currently Part for the "Customer Success Team" as a Technical Lead.
• Managing all the escalations for the Customer Success team in India.
• Helping clients to deploy and implement MI Servers, also helping them in setting up HA environment.
• Analyzing and finding Root Cause Analysis of “Customer Found Defects” from the field.
• Interact with Customer Engineering group to jointly troubleshoot issues and identify workarounds.
• Successfully deployed MobileIron (Kerberos Deployment) for big enterprises like Standard Chartered bank (Hong Kong) Rio Tinto (Australia), OCBC (Hong Kong).

Hyderabad

• Responsible to deploy CA Enterprise security products remotely on clients’ network, understanding the environment and configure it as per client’s requirements
• Network Operations and Security
• Monitoring and Filtering the Network Traffic (SMTP, HTTP, POP3, and FTP)
• Configuring the Antivirus Servers and Firewall
• Securing networks from Virus/Trojan/Spyware/Root kit vulnerabilities and other threats
• Testing, implementing and optimizing the Security Infrastructure

• Worked as a Senior Technical Support Engineer (SME) (voice based support) providing support to the front level agents (floor walking and mentoring) for the GOLDEN customers of HP in US.
• Working in the Portable Systems Group.
• Support includes OS support, h/w support, s/w support and also support on wireless issues and networking.

Roles and Responsibilities:Worked as a Customer Service representative providing support (voice based support) to the customers as well as Employers using Monster job portal in US.Worked in the pilot process of Monster. Provided support to employees as well as employers using the job portal. Helped the employers to post jobs on Monster. Search for the.

Master Of Computer Applications (Mca), Computer Science

B.Sc - Hons, Physics