Akash Sharma
Summary
Customer-focused Security Consultant with over 10 years of experience across network and cloud security domains. Proven track record in Professional Services, Technical Account Management, Customer Success, and Technical Support, partnering closely with customers to drive secure, scalable, and outcome-driven solutions. Adept at translating complex technical challenges into strategic business value. Seeking an opportunity to leverage my diverse expertise to contribute meaningfully to organizational growth while continuing to evolve professionally.
Overview
10
10
years of professional experience
Work History
Senior Professional Services Consultant
Zscaler Inc.
12.2023 - Current
- Successfully delivered ~100 technical projects for Enterprise and Large Enterprise customers.
- Conducted various architecture workshops for Enterprise and Large Enterprise customers to understand their current architecture and helped them move to a Zscaler future state architecture.
- Built multiple design documents for customers and built multiple knowledge bases for internal and/or public visibility.
- Worked closely with pre-sales and customer success teams to ensure positive customer experience.
- Turned around multiple accounts from churn risk to positive sentiment by ensuring customer satisfaction and effective issue resolution.
- Assisted pre-sales team with POVs for different product lines which helped them effectively close major Enterprise & Large Enterprise deals.
- Tested and implemented new feature in controlled lab environment and prepared Technical documentations around them.
- Monitored KPIs to assess customer engagement.
- Ensured customer’s product adoption and demonstrated value in both the solution and the professional services team.
- Organized multiple events, webinars and technical workshops for customer’s key stake holders.
- Ensured a seamless onboarding process by adhering to strict deadlines and maintaining an open and proactive line of communication.
- Collaborated with Multiple teams like Engineering, Product Management and post-sales to ensure customer has timely resolution to their major issues and feature requests.
- Provided industry level and customer specific best practices to the customers to drive outcomes.
- Designed innovative approaches to address complex business problems, leading to sustainable results for clients.
- Collaborated with sales teams to develop targeted proposals that effectively communicated the value proposition of our professional services offerings.
- Drove revenue growth through the identification of upsell opportunities during ongoing client engagements.
- Devised and implemented processes and procedures to streamline operations.
Technical Account Manager
Skyhigh Security(Formerly McAfee Enterprise)
07.2021 - 09.2023
- Responded to customer inquiries and concerns to facilitate solutions.
- Developed and wrote technical documentation for products.
- Educated pre-sales teams around various capabilities of the SSE and SWG product lines.
- Provided demos to the pre-sales team around various features of the product.
- Helped pre-sales team conduct POCs with various customers.
- Tested new and existing features in the skyhigh security product lines and developed technical documentations for those features.
- Provided feedback to product development teams around the features post testing which helped them identify various areas of improvement in the features.
- Conducted various Demos and Architectural workshops for the customers.
- Collaborated with technical support staff to discuss customer requirements, needs and objectives.
- Met with customers to determine ideal approach for management of Skyhigh Security Products.
- Communicated with Engineering and product development teams to enhance customer experiences and achieve SLAs.
- Educated customers on products and services as well as general technical information.
- Assisted account executives with prospect evaluation and qualification.
- Provided technical and non-technical support and services to clients and staff regarding product use, operation and maintenance.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
- Planned various product configurations to meet diverse customer needs.
Enterprise Customer Success Manager
Zscaler Inc
10.2019 - 07.2021
- Handled 30+ Large Enterprise accounts in US west coast area and LaTAM.
- Oversaw key customer relationships to close strategic opportunities.
- Demonstrated and explained product features and benefits to overcome customer objectives.
- Monitored KPIs to assess customer engagement.
- Responsible for relationship management, product adoption, resolving technical issues if needed and cross departmental collaboration.
- Worked on various projects to ensure timely and efficient product deployment and product adoption.
- Have organized various events, webinars and technical workshops for customers.
- Working cross functionally with Sales and Pre-sales in avoiding churn and generating upsell.
- Ensured a seamless onboarding process by adhering to strict deadlines and maintaining an open and proactive line of communication.
- Partnered with Account Executives, Technical Support and Zscaler’s Leadership to ensure high customer satisfaction, growth and retention.
- Presented Service Reviews for customers to ensure transformation and value realization.
- Met with customers to discuss best practices and drive outcomes.
Enterprise Technical Support Analyst
Sonicwall
06.2016 - 09.2019
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Worked with internal teams to deliver accurate information to customers.
- Monitored support activity trends to create problem resolution and solution reports.
- Maintained up-to-date case documentation for future reference.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customer with various escalated issues and helped drive them to resolution.
Education
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering ( ECE
Amity University Rajasthan
05.2015
10+2 - Science
C.B.S.E Board, Atomic Energy Central School
Rawatbhata03.2011
Skills
Technical Competencies
Product Knowledge: Zscaler Internet Access, Zscaler Private Access, Zscaler Digital Experience, Data Loss Prevention, Endpoint DLP, Email DLP, SaaS API DLP, API,Zero Trust Branch, Zero Trust Cloud, ZTNA, Skyhigh CASB, Skyhigh SWG, CSPM,
CNAPP, Remote Browser Isolation, Shadow IT, SonicWall TZ and NSA series UTM devices
Network/Security Protocols: TCP/IP, ARP, DHCP, DNS, ICMP, SSL, IPSEC
Tools Utilities: Wireshark, Packet Tracer
Operating Systems: Windows, IOS, Linux (Basic)
Network/Security Engineering skills
Decent Understanding of Network/Security Protocols like TCP/IP, SSL, IPSec, HTTP, HTTPS
Understanding of IAM protocols like LDAP, SAML, RADIUS and oAuth
Good understanding of IDS and IPS and other functionalities like Anti-Virus and Anti-Malware
Understanding of different types of attack vectors and what approaches to take to mitigate attacks
Good knowledge of Network Address Translation & Port Address Translation
Can configure, test and implement security policies like network ACL, NAT, PAT, URL filtering, Application Filtering, Geo IP filtering etc
Good understanding of packet level working of SSL protocol and how SSL inspection works
Understanding of DHCP & DHCP relay Agent and different other iphelper Policies
Intrusion Prevention, Anti Spyware, Geo IP filter and Botnet Filter
Configuration of VLAN, VTP, STP, RSTP, HSRP, VRRP, GLBP, Ether
Channel
Experienced with deployment and troubleshooting of CASB functionalities for SaaS protection like Shadow IT, Sanction IT, CSPM
Can deliver protection for different IAAS, PAAS services through technologies like CNAPP and CSPM and help troubleshoot associated technical issues
Can deploy and troubleshoot technologies like private access, Zero Trust Network Access and Remote Browser Isolation
Account Management Skills
Technical Consulting
Technical Writing
Documentation
Cross functional Training
Customer Relationship Building
CRM Software
Technical Training and Mentoring
Schedule Management
Customer Retention
Strategic Communications
Research and Due Diligence
Languages
Timeline
Senior Professional Services Consultant
Zscaler Inc.
12.2023 - Current
Technical Account Manager
Skyhigh Security(Formerly McAfee Enterprise)
07.2021 - 09.2023
Enterprise Customer Success Manager
Zscaler Inc
10.2019 - 07.2021
Enterprise Technical Support Analyst
Sonicwall
06.2016 - 09.2019
10+2 - Science
C.B.S.E Board, Atomic Energy Central School
Bachelor of Technology (B.Tech) - Electronics and Communication Engineering ( ECE
Amity University Rajasthan