Spearhead client management and account management. Contribute to department initiatives to support process efficiency, growth, and maturation.Being a Trusted Advisor to our high-value customers, providing guidance, advice and proactively supporting product adoption, and managing customer escalations and service incidents. Taking ownership for managing strategic accounts and playing a trusted advisor role in ensuring customer satisfaction.Owning a data-driven approach to inform support, process improvement, and operational efficiency for our customersCollaborating with technical support teams to resolve customer incidents and escalationsCoordinating incident reviews and feeding back to the customer account team for process improvementManage multiple stakeholders in a matrix environment to ensure task completionDemonstrate aptitude for building trusted relationships with customers across various levelsEscalating complex system-wide issues or bugs to support and software engineering teams.Driving solutions that reduce customer complaints and improve process efficiencies in order to increase customer satisfaction.Identifying the gaps in the customer experience based upon qualitative and quantitative customers’ feedback.Looking for ways to simplify and enhance the customer experience and provide appropriate planning, leadership, and guidance throughout the organization.Representing the voice of customers at all meetings.Driving changes in process in order to maintain “best in class” processes and eliminate inefficiencies.

1. GCP Cloud certified engineer with a good understanding of other cloud platforms such as AWS, and Azure.2. Solutioned POV's on cloud platforms such as GCP - Google Cloud Storage, BigQuery, DataProc, DataFlow experience.3. Designed & performed implementation and migration from on-premise to Cloud PlatformExperience in Data Migration from one instance to another & Database Migration4. IAM Policy implementation and Access Management5. Google Cloud Storage Class management6. Infrastructure automation experience to Integrate, configure, deploy and manage centrally provided common cloud services (e.g. IAM, networking, logging, Operating systems, Containers.)7. Define future of support – Knowing most of the ISV's (Independent Software Vendors) moving into Cloud.8. Process Engineering - Document and build training content for cloud which can be used for futuretraining's.9. Participate in different Projects and actively contribute my knowledge and experience to achieve the goals.

1. To collaborate between L2(Level 2 Engineer) & L3(level 3 Engineer) to ensure timely follow-up and resolution to customer tickets.2. To provide training on cloud and virtualization technologies to L2 Engineers, to have a wide understanding on how it works with Backup Exec and other backup products.3. To prevent customer situations from deteriorating in escalated tickets.4.Preparing and updating engineer’s monthly schedule roster.5. Sharing regular reports on IT incidents and SLAs with Stake Holders.6. Sharing weekly Engineer performance reports and conducting one on one with the engineer to identify challenges and schedule appropriate technical training sessions.7. Help Engineers, Account Managers and Sales Team with potential volatile customer situations.8. Ensure timely escalations to L3 and appropriate Engineering teams.9. To manage effective technical communication on Customer Escalations between Global Technical Teams worldwide & with Global Customers.10. To Assign priority and ownership to customer cases based on their criticalities.11. To participate in global conference calls with different departments and define logical problem-solving approaches. This leads to effective resolution on complex escalations.12. To follow up with updates on critical situations.13. Successfully leverage L2 and L3 support for management of SLA and quality of customer experience.14. Create daily Team reports for performance management.15. To proactively collaborate with the Sales Team, Account Managers, Customer care and Technical Support Teams with other departments for customer satisfaction and overall success of the business.16. To document and share customer stories on all the escalated cases, to help understand the trend and provide feedback to different departments; for improvement and proactive avoidance failures within the process in the future.

1. Worked on backup and restore issues in various applications and technologies like Deduplication, NDMP, Oracle, Linux. 2. Worked with Backup solutions Team to handle complex issues that required R&D and bug fixes. 3. Taking care of problems and issues related to Backup Exec Products from version 12d to the latest versions.4. Resolving backup and restore issues of VMware and Active Directory. (P1 & P2 issues).5. Configuring and Supporting Physical to Virtual and backup to Virtual conversion.6. Configuring and Supporting Disaster Recovery of servers using Simplified Disaster Recovery and Intelligent Disaster Recovery.7. Configuring Tape Storage, Disk Storage, Deduplication Storage in Backup Exec.8. Configuring and Maintaining Robotic Tape Library and Virtual Tape Library.9. Handling the issues with the Central Admin Server and Managed Media Server.10. Resolving the backup and restore issue for Linux Servers. 11. Subject Matter Expert in Deduplication storage and NDMP Storage. 12. Creating Technical content by writing for Public Knowledge base and forums.13. Handling Technical escalations for premium customers.14. Trained and mentored L1 engineers.15. Providing regular coaching and feedback to L1 engineers, to improve their overall performance and technical skills.