Abhisheksinh Khariyal
Summary
Customer Success professional with proven expertise in driving client satisfaction and optimizing product utilization. Skilled in troubleshooting, technical support, and fostering strong client relationships. Known for strong team collaboration and adaptability in dynamic environments. Adept at leveraging analytical skills and customer insights to deliver impactful solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Customer Success Engineer
Palo Alto Networks
09.2023 - Current
- Proven expert in Customer success and technical support, adept at driving product adoption and providing comprehensive technical guidance. Skilled in collaborating with cross-functional teams to develop tailored strategies and resolve complex customer issues.
- Advocated for customer needs within the company, influencing product updates and enhancements based on user feedback.
- Led training sessions for customers, improving their understanding of product features and capabilities.
- Streamlined communication between engineering and customer-facing teams, ensuring faster resolution times for complex issues.
- Championed a customer-focused culture within the organisation by sharing best practices and lessons learned from successful client interactions.
Advanced Technical Support Engineer
Juniper Networks
04.2022 - Current
- Working on highly demanding customer escalations and being the end-to-end owner till the customer issues are resolved satisfactorily.
- Meeting SLA, coordinate and engage with other teams such as Sales, Account managers, Support and engineering team to effectively resolve escalated situation.
- Work with various internal and external stakeholders to set expectations, prioritize actions and communicate effectively.
- Closely engage with Engineering teams to resolve customer-reported escalations or product challenges.
- Mentoring and training Level 2 engineers.
- Roles and Responsibility:
Global Escalation Specialist
SOPHOS
02.2017 - 03.2022
- To provide the highest levels of product expertise within Sophos technical support and to act as a common escalation point for worldwide support and GES specialists. Liaise with the engineering and product management teams influencing current/future products and ensuring the flow of proactive information between Global Support and Engineering.
- Providing highest level of technical support for cases escalated from Level 2 or Technical / Team Leads for Devices such as Sophos XG Firewall, Central reporting, Email and ZTNA.
- Troubleshoot, replicate, analyse and diagnosis customer issues that have been escalated by the worldwide support teams.
- Communicate directly with GES Escalation Engineers to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
- Offer support, guidance and training to new starters within the worldwide technical support, ensuring that all departmental standards are introduced and reinforced throughout.
- Contribute to product training creation – provide technical details, test examples and documentation.
- Drive support requirements for future product enhancements, capturing and filtering requirements as required.
- Mentoring and training Level 2 engineers.
- Roles and Responsibility:
Network Engineer
Gujarat Narmada Valley Fertilizers & Chemicals Limited. – (n) code Solutions.
04.2015 - 01.2017
- Configuring, Managing & Monitoring Fortigate firewalls, Cisco routers and switches, NMS.
- Performing VAPT as and when required.
- Planning and Designing of Network. Configuring companies Active Directory Domain.
- Performing POC and coordinate with 3rd party vendors.
- Assigning daily tasks to junior engineers and creating shift roster.
- Roles and Responsibility:
Senior Executive IT
Gujarat Metro Rail Corporation Limited.
07.2012 - 04.2015
- Configure and manage company’s LAN and WAN infrastructure.
- Deploying, managing & monitoring Sonicwall at head office and branch office.
- Configuring and managing Company’s wireless network.
- Configuring and managing TrendMicro Officescan.
- Creating new virtual machines, HA and FT on VMware.
- Creating LUN in storage and mapping it to servers with IBM Storwize V3700.
- Configure and manage and Backup of Active Directory.
- Performing POC and coordinate with 3rd party vendors.
- Roles and Responsibility:
Education
B.E. - Information Technology
Gujarat University
06.2011
Diploma - Information Technology
Nirma University
12.2006
Skills
- Protocol & Standard: TCP/IP, IPSEC, BGP, OSPF, VTP, STP, VLANs, NAT, DHCP, DNS
- Firewalls: - Juniper SRX, Sophos XG, Fortigate and Palo Alto
- Email Gateway: Sophos email appliance, Sophos Central Email
- Customer onboarding
- Problem-solving
- Switches: - Cisco 3650, HP A5500, 5120, 3COM 4500 Wireless LAN Controllers:- Cisco 2500
- Wireless Access Point:- Cisco WAP 321, Sonicpoint, Sophos AP
- Network Monitoring Tool PRTG, Solarwind NPM & NTA
- End Point Protection / Server Security / DLP Trend Micro OfficeScan Enterprise Advanced & Trend Micro Deep Security
- Virtualisation VMware
Certification
- Cisco Certified Network Professional (Switch) - CCNP (2014).
- Juniper Networks Certified Internet Specialist (2023).
Timeline
Senior Customer Success Engineer
Palo Alto Networks
09.2023 - Current
Advanced Technical Support Engineer
Juniper Networks
04.2022 - Current
Global Escalation Specialist
SOPHOS
02.2017 - 03.2022
Network Engineer
Gujarat Narmada Valley Fertilizers & Chemicals Limited. – (n) code Solutions.
04.2015 - 01.2017
Senior Executive IT
Gujarat Metro Rail Corporation Limited.
07.2012 - 04.2015
Diploma - Information Technology
Nirma University
B.E. - Information Technology
Gujarat University
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