GAGANDEEP BHOGAL
Delhi
Summary
A vibrant and dynamic people leader with a long track record of managing teams and operations for the industry leader in cybersecurity. Competent in Project management, Escalation management, Customer success, Building teams, Account management, Cybersecurity technologies, and RSA Security solutions.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Account Support Manager
Verint
Delhi
10.2023 - 04.2024
- Ensured seamless communication and reliable support by serving as the primary contact for named accounts in handling questions, special requests, critical situations, and escalations of customer concerns.
- Hosted monthly meetings to review support cases, review monthly support metrics and provided monthly status report.
- Implemented defined action plans for critical support cases and ensured customer comprehension of the plan and agreed timelines.
- Tactically managed and strategically positioned both company and customer to drive the optimal balance of Verint goals and customer advocacy.
- Worked closely with Support leadership on any identified process changes that would improve overall customer satisfaction for Verint customers.
- Liaison with other functional areas as needed to address customer needs or requests.
SENIOR PROGRAM MANAGER/ CUSTOMER SUCCESS LEAD
SecurID, an RSA Company
Bracknell
05.2019 - 06.2022
- Established Customer Success project at SecurID, an RSA company
- Creating procedures, playbooks, processes, training tracks for customer success team aiming to optimize the overall customer experience
- Developed Customer Success GTM - Go to market strategy based on tier system leveraging commercial and non-commercial insights
TECHNICAL SUPPORT MANAGER
RSA Security
Bangalore
07.2017 - 04.2019
- Led a team of 14 Enterprise Support Engineers for SecurID, an RSA company advocating strong values like transparency, integrity, and respect
- Drove customer satisfaction from 70% to 88% (CSAT) by maintaining a consistent reducing backlog trend
- Implemented POD structure within the team to enable growth for every team member ultimately delivering best customer service experience
- Cross collaborated with Customer Success, Service Delivery, Engineering teams, Sales and Product Management to plan and drive business priorities
- Responsible for providing feedback to team members transparently and working closely with the underachieving team members
- Responsible for providing reports and documentation to global counterparts in weekly connect meetings
- Developed strategies, service goals and introduced innovation in processes
- Managed the recruitment and the overall training of New Hires on a 30-60-90 days
TECHNICAL SUPPORT MANAGER
RSA Security
Bangalore
09.2010 - 02.2017
- Managed product support teams of RSA NetWitness and RSA Archer responsible for troubleshooting issues, fixing software defects, providing configuration assistance, helping with operational/data issues and developing modifications/extensions
- Maintaining high Customer Satisfaction by following "Customer Fist" approach
- Responsible for enabling team members with necessary product and technology training for delivering product support to customers
- Also providing essential development and evaluation strategies for the team
- Responsible for providing feedback and conducting 1:1 meeting with team members
- Participation in Global Business Initiatives - TCE
ESCALATION MANAGER / CUSTOMER SUCCESS MANAGER
RSA Security
Bangalore
03.2013 - 06.2015
- Managing Customer Escalations for all RSA Products
- Focal point for Customers, Support Management, Account Management and Service Delivery teams
- Resolved escalated customer issues quickly to drive client retention
- Effectively escalate customer requirements in line with service assurance processes
- Managing the time effectively by prioritizing the action items to ensure delivery of all objectives of the escalation within the set timelines
- Setting the customer expectations and perception of RSA Customers with a focused commitment and understanding
- Prepared & delivered Customer RCA reports, Executive Summaries to C-level audience
- Deliver regular updates in CAC (Customer Action Committee) meetings with required details for RSA leadership team
- Building positive relationships and successfully liaising between Customer teams, RSA Global Support, Dev/CE teams and the Account team
TECHNICAL SUPPORT ENGINEER
RSA Security
Bangalore
09.2010 - 02.2013
- Responsible for providing clear and concise step-by-step technical help, both written and verbal to customers during technical issues diagnosing
- Ensured daily customer service tickets been resolved timely and accurately within the service level objectives
- Maintained excellent team relationships by helping colleagues with complex customer issues, complaints, product defects and questions
- Mentored New hires and Conducted training sessions with customers to demonstrate and teach them software updates, new systems and hardware
- Provided technical support mainly for RSA Authentication Manager version 8.x, 7.x and 6.x
- Assisted customers to safely migrate or upgrade to the latest product versions with no or minimal data loss
- Configuration and Troubleshooting Radius/LDAP, Third-party integrations with RSA SecurID Server
- Creating custom SQL Queries for customers as required
- Troubleshooting RSA API and SDK issues on ticket basis
PRODUCT SUPPORT ENGINEER
Omnicell India
10.2007 - 08.2010
- Remote Server Management and Monitoring
- Updating remote connectivity software and Microsoft released KB patches
- Maintaining Windows Server's performance by monitoring its CPU usage, Low memory, Disk space, Unexpected shutdowns, Unauthorized attempts to logon and many more
- Monitoring Server Hardware components using Dell Openmanage and work with the vendor to resolve the issue
SENIOR SOLUTION ENGINEER
Quatrro BPO Solutions Pvt Ltd
11.2006 - 10.2007
- Pilot batch of TSG - Technical Solutions Group, a premium technical support targeting US market
- Scope of support included solutions for everything and anything that can be connected to a computer
- Worked in the buildup stages of the process like creating knowledgebase articles, segregating executives on their expert skill level, creating call flows, call scripts and contract types
- Training new hires on CRM and process workflows
SENIOR TECHNICAL SUPPORT OFFICER / LEVEL 2
HCL Technologies
05.2006 - 11.2006
- Resolving escalated calls for a UK based ISP company
- Providing remote support troubleshooting using citrix web agent
- Configuring Routers and firewalls
- Configuring WLAN connections and VOIP configurations
- Grooming new hires before going live to calls with customers
- Reporting and management of absenteeism of the team on daily basis
TECHNICAL SUPPORT OFFICER
Convergys India
10.2005 - 04.2006
- Providing Technical Support to US Based customers of SBC Yahoo ISP
- Resolving their Routers, Switches and other network issues
- Providing remote support troubleshooting for fast and effective resolution
- Managing Team's break roster in accordance to SLA adherence
Education
Bachelor of Science - Information Technology
Sikkim Manipal University
New DelhiDiploma - Information Technology
Sikkim Manipal University
New DelhiScience with Computers -
Guru Nanak Public School
New DelhiDiploma - Hardware and Networking
Foresight Technical Education Center
New DelhiSkills
- Leadership
- Strategic planner
- Account Management
- Escalation management
- Project management
- Customer Success
- People Management
- Team building
- Problem-solving
Certification
- Certified Customer Success Manager (CCSM), Gainsight
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified Professional (MCSD)
- RSA Security Certified Engineer (RSCE)
- ITIL v3 Foundation Certified
- ITIL v3 Intermediate Certified
Timeline
Account Support Manager
Verint
10.2023 - 04.2024
SENIOR PROGRAM MANAGER/ CUSTOMER SUCCESS LEAD
SecurID, an RSA Company
05.2019 - 06.2022
TECHNICAL SUPPORT MANAGER
RSA Security
07.2017 - 04.2019
ESCALATION MANAGER / CUSTOMER SUCCESS MANAGER
RSA Security
03.2013 - 06.2015
TECHNICAL SUPPORT MANAGER
RSA Security
09.2010 - 02.2017
TECHNICAL SUPPORT ENGINEER
RSA Security
09.2010 - 02.2013
PRODUCT SUPPORT ENGINEER
Omnicell India
10.2007 - 08.2010
SENIOR SOLUTION ENGINEER
Quatrro BPO Solutions Pvt Ltd
11.2006 - 10.2007
SENIOR TECHNICAL SUPPORT OFFICER / LEVEL 2
HCL Technologies
05.2006 - 11.2006
TECHNICAL SUPPORT OFFICER
Convergys India
10.2005 - 04.2006
Bachelor of Science - Information Technology
Sikkim Manipal University
Diploma - Information Technology
Sikkim Manipal University
Science with Computers -
Guru Nanak Public School
Diploma - Hardware and Networking
Foresight Technical Education Center
Similar Profiles
Trinadh KurateTrinadh Kurate
DevOps engineer at VerintDevOps engineer at Verint
Robert WhitmerRobert Whitmer
Solution Delivery Architect at VERINTSolution Delivery Architect at VERINT
Eleanor YoungEleanor Young
VP Marketing, Americas at VerintVP Marketing, Americas at Verint
VEDUMURTHY RAJASHEKARVEDUMURTHY RAJASHEKAR
Product Support Engineer at VERINTProduct Support Engineer at VERINT
Abhishek MishraAbhishek Mishra
Sr. Engineer (Electronics component Sourcing Import & Domestic) at Halonix Technologies Pvt Ltd.Sr. Engineer (Electronics component Sourcing Import & Domestic) at Halonix Technologies Pvt Ltd.