DILIP THAKUR
Customer Success Specialist
Bengaluru
Summary
Experienced and driven Customer Success Professional with over 11 years of experience dedicated to maximizing technical adoption and outcome with proactive attention to individual customer needs. Smoothly handles technical barriers and resolves concerns with great problem-solving abilities and attention to detail.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
CUSTOMER SUCCESS SPECIALIST
Cisco Systems, INC
12.2020
- Currently working on Cisco Enterprise Networking product portfolio driving technical adoption for Cisco products and solutions across APJC region
- Supporting a wide range of Cisco products and solutions such as Catalyst 9800 WLC, Cisco DNA Center, Catalyst APs, Meraki, ThousandEyes, Cisco Spaces
- Leverage the capabilities of Cisco's intent based networking and ensure customer realizes the full potential of the investment they have made in Cisco products and solution
- Managing 7-8 high touch accounts and addressing any technical concerns, queries or troubleshooting needs that may be a barrier for product adoption
- Proactively engage with customers for technical sessions to demonstrate the product capabilities and provide deep insight into the features and use cases applicable to the business needs
- Ensure feature enablement and utilization of the features and use cases to the full extent so that the customer can progress in the product adoption lifecycle
- Handle technical escalations and collaborate with Engineering and product development teams for any critical issues that needs urgent attention
- Take feature enhancement requests from the customers and work with product managers to implement those
- Create customized technical contents and business success plans based on the customer vertical and use cases
- Boost sales revenue and subscription renewals by skillfully demonstrating diverse product and solutions options targeting the business critical needs of the customers
- Provide solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Act as company ambassador, professionally delivering high level of service and high quality support to every customer.
SENIOR TECHNICAL SUPPPORT ENGINEER
Citrix Systems, INC
07.2020 - 12.2020
- Advance knowledge and understanding of wireless networking concepts (802.11a/b/g/n/ac/ax)
- Packet level understanding of different wireless authentication methods (WEP, WPA2-PSK, WPA2-802.1x)
- Packet level understanding of network security suites like TLS handshake, SSL certificates
- Understanding of Layer-3 authentication (Central web auth, captive portal)
- Knowledge on various wireless concepts like L2, L3 roaming, Flex connect, ARM, RRM, OKC, PMK caching, 802.11k, 802.11r
- Understanding and evaluating SNMP trap logs using MIBs
- Device and tools hands on experience: Cisco catalyst switches, Cisco Wireless LAN controller 5500 series, 2500 series, 3500 series, Catalyst 9800, Cisco Access Point, Aruba Wireless LAN Controllers 70xx, 7200 series, Aruba Access points, Wireshark, TCP dump, CDETS, Jira, Bugzilla, CTG crash analyzer, Cisco configuration analyzer
- Planning, designing, implementing and troubleshooting customer infrastructure consisting of Netscaler Load balancers and security gateways
- Handling L3 escalations and provide timely resolution and closure of service requests
- Providing support for routine incident updates, change management and root cause analysis along with break/fix documentation and solutions
- Accurately document, track, diagnose, troubleshoot and resolve network incidents using various tools
- On call support for customer and sales escalations and critical issues like a network down or severely degraded scenario
- Collaborating with the engineering team for product bug fixes and feature enhancement requests
- Performing advanced level debugging using tools like Wireshark and tcp dumps
- Recreate customer issues in Lab and provide workaround after working with Engineering team
- Take feature enhancement requests and work with product managers for implementation
- Mentor and deliver product training to the interns and for various cross functional teams.
WIRELESS ENGINEER
Aruba Networks, CSS Corp Pvt Ltd
10.2017 - 01.2020
- Configuring, designing and troubleshooting Aruba AOS wireless network devices for clients across USA and EMEA
- Hands-on experience with Aruba WLC controllers, Aruba switches, Aruba Access points, Aruba remote access points
- Accurately document, track, diagnose, troubleshoot and resolve network incidents using Salesforce ticketing tool
- Troubleshooting DHCP and DNS issues along with user connectivity and performance issues with the WiFi network
- Working on various authentication methods like Radius based authentication systems(802.1x), captive portal and working with Aruba Clearpass team
- Configuration and troubleshooting advanced technologies like VIA, Airgroup, Multizone etc
- Working with end customers with firmware upgradation and device migration along with OS upgrade
- Installing and troubleshooting License related issues
- Debugging and analyzing logs from Wireshark and taking OTA captures to provide RCA to the clients.
NETWORK ENGINEER
Tikona Digital Networks
05.2015 - 04.2017
- Handling a team of engineers for the NOC operation inside the Tikona Data center and provide support to Leased Line customers
- Monitoring availability of Core Router (Cisco-ASR 9K,), Switch (Cisco-6500, catalyst 4500 L3 Switch), Access Pops (Cisco3400ME L2 Switch)
- Point to Point and multipoint network
- Checking Link utilization by using Open NMS Tool & Monitor Core devices & P2P through Host Monitor monitoring tool
- Coordination with service provider regarding Link migration and point to point testing
- Handling Planned/Unplanned events in Data Centre(End to End bandwidth Testing,Tikona Login Page Testing, Network Devices like Router Switches installation and,configuration, Patching)
- Act as a 2nd level support for Network elements like Link Down, fluctuation, latency, throughput issues.
PROJECT COORDINATOR
Wipro Infotech
01.2013 - 04.2015
- Providing backend support as a single point of contact and coordinating with field engineers
- Handled a team of 15 field engineers and backend resource
- Resolving connectivity issues of small and medium enterprise customers
- Analyzing the root cause of fault and coordination with field engineers accordingly
- Monitoring of Access Point(Ruckus-ZF2741) which are managed by Zone Directors(Ruckus-ZD3250).
Education
B.TECH - ELECTRONICS & COMMUNICATION ENGINEERING
West Bengal University of Technology
Skills
Cisco Customer Success Manager (CSM)
Customer Success
Technical Account Management
CCNA Wireless
IEEE 80211 A/B/G/N/AC/AX
Cisco WLC 9800, Catalyst Access Point, DNA Center
Routing, Switching
Aruba Wireless LAN, Access Point
Citrix Netscaler
Technical Consultation
Escalation management
Certification
Cisco Certified Customer Success Manager
Timeline
CUSTOMER SUCCESS SPECIALIST
Cisco Systems, INC
12.2020
SENIOR TECHNICAL SUPPPORT ENGINEER
Citrix Systems, INC
07.2020 - 12.2020
WIRELESS ENGINEER
Aruba Networks, CSS Corp Pvt Ltd
10.2017 - 01.2020
NETWORK ENGINEER
Tikona Digital Networks
05.2015 - 04.2017
PROJECT COORDINATOR
Wipro Infotech
01.2013 - 04.2015
B.TECH - ELECTRONICS & COMMUNICATION ENGINEERING
West Bengal University of Technology
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