Gowthami Rao

Customer & Escalation Management:

• Handling the escalation of critical customers, troubleshooting, and resolving critical issues.
• Worked as an escalation engineer in the VPN team and participated in CAP cases.
• Identified a cross-vendor device behavior against RFC standard, leading to 1 M$ revenue from C3 integration customer.
• Served as POC for Bank of America in the HTTS security team.

Team Leadership & Development:

• Mentoring new team members, driving case hygiene, and improving CSAT and key KPIs.
• Designing and developing training and ramp-up plans; managing interns.
• Drove team’s case hygiene and drafted/executed a routing get-well plan to improve CSAT.
• Analyzed ASEA Customer’s sentiment and drafted corrective measures to improve CSAT.
• Designed and developed EIG on-boarding and technical ramp-up plan; mentored 4 EIGs during their project MVP.
• QBR representative for two financial years; presented partner training for 500+ partners.

Cross-Architecture Expertise:

• Thoroughly experienced with all Routing and VPN technologies on ASA, FTD, and IOS Devices.
• Hands-on experience configuring and troubleshooting Routers, Switches, ASA, and FTD products.
• Quantitative knowledge of AAA, Wireless, WSA, and SD-WAN.
• Experienced with Network monitoring tools like What’s Up Gold, Eagle Eye, and Cacti.
• Expertise in analyzing packet flow to identify and troubleshoot network infrastructure issues.

Stretch Assignment with BDM:

• Gained knowledge on Cisco’s service offerings and Customer’s life cycle.
• Drafted Customer business proposals, quoting, scoping, LOE, and SOW.

• Identifying, analyzing, diagnosing, and troubleshooting escalated issues on customer networks, deploying Wan Optimization and Application Delivery services, risk analysis, researching alternative solutions, coordinating with different teams.