Summary
Overview
Work History
Education
Skills
Extracurricular Accomplishments
Certification
Hobbies and Interests
Timeline
Generic
HARLEEN KOUR BALI

HARLEEN KOUR BALI

Bangalore

Summary

Premium client-centric professional with 4.5 years of experience committed to providing firstclass customer service to deepen relationships with customers and engage them in the products and services offered. Highly-ethical, dedicated individual equipped with advanced technical skills, and exceptional customer service delivery.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Forcepoint
Bengaluru
05.2023 - 06.2024
  • Play a key role in driving customer success, optimization, and upselling new business opportunities for US customers.
  • Key advocate for our customers on behalf of Forcepoint, with a focus on increasing adoption, ensuring retention, and satisfying
  • Work with customers as an integral part of the end-to-end engagement, with a focus on maximizing customer value realization through various customer engagement methodologies.
  • Work closely with sales teams to help transition the account from pre-sales to the customer success management program and identify expansion opportunities.
  • Interact with CISO/CIO/Director/Manager-Level stakeholders and engineers to drive value realization.
  • Deliver technical product presentations either via web or onsite to reinforce the value of Forcepoint service and help them better understand and utilize the full features and capabilities of the services they have purchased.
  • Demonstrate a fundamental understanding of Forcepoint technology and articulate the advantages of our solution against competitors.
  • Consistently meet and exceed daily and weekly call goals for providing touch points for existing customers.
  • Understand customer pain points and help drive escalations by coordinating between product management, support groups, and other cross-teams.

Technical Account Mgr

Zscaler Softech India Private Limited
Bangalore
05.2022 - 03.2023
  • Assisting customers with best practice recommendations in order to protect entire network through unified endpoint protection platform
  • Troubleshooting network performance issues and providing solutions with the help of Zscaler cloud performance test tool, Wireshark and MTR results
  • Managing OS crash analysis and collaborating with R&D on OS-level crash fixes
  • Helped in deploying and forwarding NSS logs to SIEM solutions
  • Collaborate with different teams internally for enhancement requests, cloud upgrades and health checks for the portal setting for our customers
  • Performing disaster recovery drills to test and confirm the network availability during a black swan event.

Technical Support Eng

Microsoft
Bangalore
08.2021 - 04.2022
  • Providing Windows Networking support to Microsoft's S500 and premier customers
  • Dedicated support on services and products like AOVPN, VPN, IPsec, DNS, DHCP, SMB/DFSN, Wireless, NPS/IAS
  • Implementing and isolation issues due to break-fix scenarios with the standard industry approach and providing resolution in the minimum possible time
  • Contributed and helped peers.

Network Security Eng

Sonicwall Technologies
Bangalore
11.2018 - 07.2021
  • Experience with firewalls, web gateways, mail gateways, intrusion prevention systems, and VPN technologies
  • Performed packet flow analysis with wireshark to troubleshoot, understand and modify network architecture
  • Worked on deploying and maintaining DNS, DHCP, HTTPS, IPsec VPN, SSL, Content filtering and SD-WAN technologies
  • Created and implemented security backup and recovery plans to ensure reliable operations.

Education

Bachelor of Science - Electronics & Communication

University of Jammu
07.2018

Skills

  • VPN
  • DHCP
  • DNS
  • IPSEC
  • TLS/SSL
  • Proxy
  • TCP/IP
  • Wireshark/Netmon
  • ZIA
  • ZPA
  • ZDX
  • Forcepoint ONE
  • Customer Retention
  • Customer Account Management
  • Customer Advocacy
  • CRM Software
  • Customer Relations

Extracurricular Accomplishments

  • Won the best tournament player & participation trophy for SonicWALL & ZPL 2023 respectively.
  • National level yoga player and have bagged the second position at the state level championships.
  • Bagged first place in picture perception; second in mech-mantra and paint to express at the college level.

Certification

  • Customer Success Manager Certified Professional ( https://www.credly.com/badges/4d5e8ed6-54b5-43f4-b4c9-86bb3a9b15b3 )
  • Advanced Customer Success Manager Certified Professional ( https://www.credly.com/badges/d3b81add-f181-40c2-9de8-f1b8e8830728/public_url )
  • Certified Forcepoint ONE Administrator ( https://learn.forcepoint.com/c/tcD3JFhxQim68XIDcA5tNQ )

Hobbies and Interests

Poetry, Reading ,Dancing, Cycling, Photography

Timeline

Customer Success Manager

Forcepoint
05.2023 - 06.2024

Technical Account Mgr

Zscaler Softech India Private Limited
05.2022 - 03.2023

Technical Support Eng

Microsoft
08.2021 - 04.2022

Network Security Eng

Sonicwall Technologies
11.2018 - 07.2021

Bachelor of Science - Electronics & Communication

University of Jammu

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HARLEEN KOUR BALI