As a dedicated Technical Account Manager at Zscaler, I specialize in delivering cutting-edge Cloud security solutions to major accounts across EMEA, spanning finance, energy, logistics, and more. Through regular weekly meetings, I collaborate closely with CISOs, Network and Security Architects to address ongoing issues, recommend best practices, and identify opportunities for platform enhancements, ensuring they maximize the value of our services.A strong advocate for customer success, I develop tailored Business Continuity Plans that align with each client's unique environment. Furthermore, I conduct quarterly reviews of services and perform health checks on deployed setups to maintain optimal performance.At the heart of my role is a commitment to taking full ownership of escalations, driving them toward swift resolution within SLAs. Our team embraces a proactive approach, aiming to foster highly mature environments that minimize disruptions for our valued customers.

As a dynamic leader in Data Loss Prevention (DLP), I excelled in spearheading critical DLP operations for esteemed clients during my tenure at Mphasis. I led the daily incident management and remediation efforts, ensuring strict adherence to company security policies. My dedication to precision was evident in the thorough analysis of incident trends, which facilitated the creation of insightful reports on True Positive/False Positive rates.Beyond incident management, I actively collaborated with engineering teams, providing valuable support in fine-tuning DLP policies based on analytical insights. My technical acumen allowed me to navigate DLP platforms efficiently, swiftly addressing any technical issues that arose.During my time at Mphasis, I successfully assisted the engineering team in the migration of DLP tools to Forcepoint DLP, leveraging my proficiency in handling complex transitions. I remained passionate about staying at the forefront of DLP innovations, constantly seeking opportunities to optimize and enhance security measures.

Throughout my tenure as a Technical Support Specialist at Symantec/Broadcom, I provided exceptional technical support to Enterprise-level Customers and Partners, specializing in Symantec Data Loss Prevention and Network Protection Products. As a key member of the network security team, I took on the additional responsibility of being an on-job trainer and mentor, fostering knowledge sharing and skill development.Acting as the first point of contact for customers' technical concerns, I swiftly addressed and resolved support issues, ensuring their satisfaction and seamless experience. I actively assisted with user administration, role definitions, and workflow configuration, streamlining processes to enhance efficiency.My dedication to delivering top-notch service led me to identify and raise product enhancement requests on behalf of customers, contributing to continuous improvement and product development. My high-end technical support on various servers garnered positive feedback from clients and further strengthened their trust in Symantec's solutions.Remaining up-to-date with product offerings and support policies, I ensured that I offered the most relevant and accurate assistance to customers. My collaboration with sales and professional services teams ensured that customer needs were met and future opportunities were identified, fostering strong and long-lasting relationships.