Mayank Sharma

• Provided remote assistance to clients, ensuring timely resolution of Network Related concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Actively Writing KB's and participating in community posts.

· Troubleshooting complex, critical network issues and ensure restoration. This includes reviewing the configuration or debugging information, Analyzing TAC support file,troubleshooting live on the affected equipment, providing the workaround as temporary fix to alleviate the severity of the issue, replicate the scenario in the lab if possible and elevating the case to the engineering team if the issue resembles a bug.

· Responsible for developing and managing strong post-sales relationships with the Palo Alto(Firewall and Panorama) global customers and partners.

• Provided exceptional customer service, addressing member concerns promptly and professionally.
• Enhanced customer service experience by efficiently processing purchases and returns.
• Provided exceptional customer service, addressing concerns promptly and courteously.
• Increased customer service success rates by quickly resolving issues.