Yogesh Atkari Email & Phone Number

Pune, Maharashtra, India

• Started handling SOC team operations now leading a team of 90+ Security experts monitoring and remediating security issues 24*7.• Proactively managing team performance/production of deliverables, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls.• Working with Service Delivery Managers/ Team & Technical Managers, to define processes and share stratergies to improve partner experience and their satisfaction.

Mumbai Area, India

- Focus on partner satisfaction and improving partner experience.- Manage and respond to all partner escalations in a timely and helpful way- Manage partner escalations and communication with internal and external teams- Maintain recordkeeping to allow for tracking of key metrics- Act as an advocate and voice of the partner for internal teams.

Mumbai Area, India

- Manage and respond to all inbound partner communication in a timely and helpful way- Drive timely effective resolution of partner escalations- Communicate statuses, next steps, and requirements with partners and internally- Maintain accurate records for reporting of relevant metrics- Interact with internal stakeholders to meet partner needs: Service Delivery, Product Management, Accounting, Sales, and Technical Account Managers- Provide timely product and service-related feedback.- Update the daily case count and follow up cases till closures- Maintain and update the communication with the Partners in Salesforce.- Provide Partners with detailed Root Cause Analysis for issues that have been escalated with Development or Backend Team.- Review sales opportunities provided by the partner and accordingly escalate with the Sales Executives.

Mumbai Area, India

- Work with Continuum Partners to ensure they are well educated and leveraging all products and services available at Continuum. - Responsible for communication with partners, proactive outreach and education, assisting with post-partnership product evaluations, training, managing escalated product support requests and assisting with communication between partners and various internal teams.- Promote product adoption and success through regular communication, training, demonstrations, and evaluations- Work with Sales counterparts to meet sales objectives- Focus on partner satisfaction and growth; help partners fully utilize product capabilities- Conduct training sessions with individuals and groups- Manage and respond to all inbound partner communication in a timely and helpful way- Manage partner escalations and communication with internal and external teams- Maintain record-keeping to allow for tracking of key metrics- Act as an advocate and voice of the partner for internal teams, Product, Service, and Marketing- Manage real-time service issues as they arise; communicate up/down/across as needed- Complete specialized projects as assigned

Mumbai Area, India

Technical Support [ Network Operation Center ]I used to analyze various Processes and Projects & recommending modifications in meeting customer needs and other external strategic demands. Proactively managing team performance / production of deliverable, aiming to exceed SLA targets, recommending and implementing action plans as appropriate to address any shortfalls. Working with Service Delivery Managers/ Team & Technical Managers, following the processes put in place to make sure we understand our partner's revenue potential as it pertains to Continuum’s products and services; Ensuring these partners are aware of Continuum’s total offerings and service products.

Mumbai Area, India

Technical Support [ Network Operation Centre ]Worked on Software called ‘SAAZ’ which is core product [Monitoring Agent for Desktops and servers ]. ZENITH has more than 5000 partners who handle 45,000 customers It is PC and server based software used for monitoring purpose. In Monitoring alerts generated with event IDs and will be handled by Real Time Monitoring Team, If further work to be done then a Ticket is created and will be assigned to Backend Team. Entire support team is divided into Helpdesk, RTM, Backup & Disaster Recovery[Onsite and Offsite], Patch Management Team, Cloud Computing [Smart Style Office, Mirror Style Office].

Mumbai Area, India

Subject Matter Expert in British Telecom Process.I was a key member of the support team which used to help the end users to configure Broadband on their computers as well on the House hold network. End users were both home users as well as office users. We use to support all kind of BT Broadband Routers including the Dial up Modems as well Wireless and also Normal Routers I was also Part of the WIFI Troubleshooting Team.

Bachelor Of Engineering (B.E.), Computer Science, B

Activities and Societies: Passed in: June 2012 with GPA 6.75

Diploma, Information Technology, B

Activities and Societies: Board: M.S.B.T.E. Passed in: December 2008 With 58.90%

Higher Secondary Certificate, Science [Pcmb], B

Activities and Societies: From: Sathaye College, Vile Parle, Mumbai Board: Maharashtra Board, Mumbai Division Passed in: March 2004.

Secondary School Certificate, General Studies, A

Activities and Societies: Board: Maharashtra Board, Mumbai Division Passed in: March 2002 With 86.00%