Pramod Kunigalkar

• Part of AMER Team dealing with 48 TSEs, 17 SMEs and collaborating with 11 Managers in Endpoint vertical handling products like ENSTP, EDR, MAR, Solidcore, MV-Endpoint and Storage security products.
• Helped Establish NA Expansion Business support center in 2018 by hiring 45 TSEs, 5 SMEs and managers and partnered in success story of NA Expansion.
• Responsible for analyzing and developing service goals for in-bound call center.
• Track KPIs and create continuous improvement plans.
• Increased customer satisfaction ratings to CSAT NetSat of 91%
• Leading team of 15 TSEs reporting directly to me
• Managing customer contact center with 48 Direct / Indirect support representatives.
• Developed and implemented training initiatives for new hires.
• Implemented Data Integrity process improvement initiatives within Customer Success Group
• Cultivated positive rapport with fellow employees to boost morale and promote employee retention.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Improved staffing during busy periods by creating employee schedules and monitoring callouts.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Encouraged departmental employees to present positive, exemplary image to customers.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Estimated expected changes in business operations and made proactive changes to suite need of hour

• Part of AMER Team dealing with 48 TSEs, 17 SMEs and collaborating with 11 Managers in Endpoint vertical handling products like ENSTP, EDR, MAR, Solidcore, MV-Endpoint and Storage security products.
• Helped Establish NA Expansion Business support center in 2018 by hiring 45 TSEs, 5 SMEs and managers and partnered in success story of NA Expansion.
• Responsible for analyzing and developing service goals for in-bound call center.
• Track KPIs and create continuous improvement plans.
• Increased customer satisfaction ratings to CSAT NetSat of 91%
• Leading team of 15 TSEs reporting directly to me
• Managing customer contact center with 48 Direct / Indirect support representatives.
• Developed and implemented training initiatives for new hires.
• Implemented Data Integrity process improvement initiatives within Customer Success Group
• Cultivated positive rapport with fellow employees to boost morale and promote employee retention.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Improved staffing during busy periods by creating employee schedules and monitoring callouts.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Encouraged departmental employees to present positive, exemplary image to customers.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Estimated expected changes in business operations and made proactive changes to suite need of hour

• In the beginning, worked on wide range of McAfee security products, starting with ePO, Protection Pilot, VSE and Firewall.
• Further, from 2006 till 2012, worked on Perimeter security products, such as Intrushield/Network Security Platform (NIPS Solution), Email and Web Security devices, Groupshield for Exchange and Dominos, Netowrk Access Control, Database Activity Monitoring (Hedgehog) and Firewall Appliances.
• From 2013 to 2014, worked on Encryption, Data Loss Prevention products.
• Served as primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Maintained response times to support business continuity.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Delivered Tier-3 support and SME input to internal and external customers.
• Communicated with stakeholders to share critical technical information and deliver project updates.
• Documented faults and bugs for referral to development staff for use in updates.
• Performed root cause analysis of reported issues to enact corrections.
• Designed tailored engineering solutions for customers based upon key requirements.
• Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.

• Served as primary point of contact for support relating to owned solutions and products.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Maintained response times to support business continuity.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Answered incoming support inquiries via phone and email.
• Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.

• Computer Assembly, New Installation, maintaining existing installations, providing consulting services for new installation base.
• Used remote diagnostic tools to identify sources of certain customer issues.
• Patched software and installed new versions to eliminate security problems and protect data.
• Broke down and evaluated user problems, using personal expertise and probing questions.
• Enhanced real-world system operation by standardizing production and field installation processes.

• Computer Assembly, New Installation, maintaining existing installations, Structured Cabling executions for State Bank to help drive their core banking needs.
• Promoted purchase of service contracts and warranties by detailing benefits of each to customers.