Libita Bonachan

TAC Engineer

iOPEX Technologies

Bangalore

02.2021 - Current

Customer Support: Provide global customers with break/fix support via on-call, email, and remote assistance.
Network Troubleshooting: Utilize diagnostic tools to troubleshoot complex network issues, and conduct lab testing to replicate and resolve customer problems.
Cross-Functional Collaboration: Collaborate with cross-functional teams to address critical and complex issues, leveraging your expertise to assist as a resource.
Proactive Issue Resolution: Proactively follow up on customer issues, offering recommendations for improvement, and contributing to the creation of knowledge base articles for newly identified problems.
Service Level Adherence: Adhere to defined Service Level Agreements (SLAs) to ensure timely issue resolution, and maintain high levels of customer satisfaction.
Palo Alto Expertise: Possess hands-on experience with all Palo Alto products and services. Experienced resource: Act as an experienced resource to assist cross-functional teams in resolving complex and critical issues.
Hot Escalation Handling: Handle politically sensitive escalations within the team, and take over technically complex issues as needed.
Team Guidance: Provide guidance to the team on technical issues, and assist in resolving them within established timeframes.
Critical Situation Resolution: Engage in critical situations and Severity 1 issues, and prioritize their resolution.
Training: Deliver internal product and process training to the team.
Global Account Management: Experience in managing 24/7 enterprise customers/accounts in North America (NAM), Europe, the Middle East, Africa (EMEA), and the Asia-Pacific (APAC) regions.
Knowledge Base Contribution: Create knowledge base articles to document and share solutions for newly discovered issues.