Pallavi Shukla
Noida
Summary
Energetic, Quality-focused and Goal-Driven Cyber Security professional with over 10 years of experience in problem solving and managing IT Security solutions combined with successful years of Technical Account Management, Technical support and meticulous project execution. Presently working at Palo Alto Networks and expanding their India Business.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Palo Alto Networks (India) Pvt. Ltd
Noida
11.2021 - Current
- Identifying opportunities for upselling and cross-selling products or additional features to existing customers, working closely with the sales team to drive revenue growth and advocating for the product's value proposition
- Demonstrate new product features and releases ensuring they achieve their desired outcomes and maximize the value they derive from it
- Assisting customers in effectively implementing and adopting the product
- Periodic review of the new solution capabilities and feature requests
- Proficiency in delivering seamless presentations for Executive Business Reviews (EBRs), conducting Training sessions, product walkthrough, and sharing Best Practices with existing customers
Technical Account Manager
Mcafee Software India Pvt Ltd
Delhi
06.2018 - 10.2021
- Managed Fortune 500 accounts simultaneously while creating detailed reports on account activities, including sales pipeline updates, customer feedback, and other metrics.
- Ensured compliance with relevant laws, regulations, policies, and procedures when providing technical advice or making decisions related to client accounts.
- Collaborated with technical support staff to discuss client requirements, needs and objectives.
- Provided Endpoint and Network security/CASB product demonstrations to customers in order to educate them on the features and benefits of products.
- Developed customer relationships, identified customer needs and provided technical solutions.
Technical Support Engineer
McAfee Software India Pvt. Ltd
Bengaluru
04.2017 - 06.2018
- Working on Security Information and Event Management (SIEM), Intrusion Detection & Prevention (IDS / IPS), forensics, sniffers and malware analysis tools
- Forensic analysis and reporting on malware outbreaks, including network traffic analysis
- Key role is to respond to the security events from managed customer corporate security systems
- Working on incident prevention, detection/analysis, containment, eradication and aid recovery across IT systems
- Identify vulnerabilities, recommend corrective measures and ensure the adequacy of existing information security controls
- Daily analysis of network traffic and looking for trends and or malicious activities, creating vulnerability report with action plans
- Understanding of network security practices
- Excellent customer service while solving problems
- Staying up-to-date with emerging security threats including applicable regulatory security requirements.
Network Engineer
Aricent Cisco TAC
Gurugram
08.2014 - 03.2017
- Configuring and Troubleshooting IPSEC Site To Site VPN on ASA and Router, Remote Access VPN, SSLVPN- Anyconnect on ASA, Configuring VPN For HA, GRE over IPSEC configuration and troubleshooting, NAT on ASA, OSPF, EIGRP on ASA, Failover on ASA & Configuring ASA in Multiple Contexts, QOS and MPF implementations.
- Manage complex Cloud Web Security issues and technical support for customers
- Acquired a technical expertise in HTTP/HTTPS protocol, WCCP, PAC/WPAD, AnyConnect, Connector, ASA Connector, ISR Connector, WSA Connector, ScanCenter and Wireshark
- Became accomplished at solving complex problems through in-depth evaluation of tangible and intangible variables and creative troubleshooting and experimentation.
Consultant
Ericsson India Global Limited
Noida
02.2014 - 06.2014
- Responsible for providing 24x7 Level-1 FM support to network Sprint US(3G)
- Focus on monitoring customer location uptime, provide immediate support to address voice and network quality
- Raising vendor fault tickets, managing the replacement and return of failed devices with hardware suppliers in accordance with SLA
- Utilizing escalations matrices where required and managed Field incoming requests from end users via both telephone and email
- Use the ticketing and tracking system for creating records pertaining to customer reports of incidents and service requests; including the gathering of pertinent technical information required for advanced troubleshooting, and resolution
- Review document history to assist internal management and external customers with inquires
- Follow documented procedures to achieve incident resolution for many repetitive types of support requests
- Identification of Incidents using tools, such as the network NMS for the monitoring of customer's networks
- Employ diagnostic utilities to aid in troubleshooting of end user problems.
Education
ISC (Class XII) -
Mercy Memorial School
01.2009
B. TECH - ELECTRONICS & COMMUNITACTION
PSIT
Skills
- Product Expansion
- Customer Retention
- Customer Relationship Building
- Customer Account Management
- Sales management
Projectsandawards
GSM based Metal Scanner Robot, 09/2012, 04/2013, Final year project accepted and approved for Integrated Education for Disabled Children(IEDC)- 2013
Certification
- NASSCOM's Women Wizards Rule Tech (W2RT) Program, March, 2020-April, 2021
- CCNA (Cisco Certified Network Associate) Routing and Switching, 200-120, July,2016, Gurugram
- CCNA(Security), CCNP(Security) Networking-CCNA(R&S), July,2016, Gurugram
- Certification for Visual C, June,2010
- All INDIA RADIO- Kanpur Audio Broadcasting, June,2012, Kanpur
Positions Of Responsibility
- Member of college hospitality team
- Supervised a team of 22 Operators for the Manufacture of Cable Harness for AIRBUS and checked the execution of production at different levels, 08/2013, 12/2014
Personal Information
- Date of Birth: 07/19/91
- Gender: FEMALE
Accomplishments
- Multiple Employee of the Month and MVP Awards at McAfee
Timeline
Customer Success Manager
Palo Alto Networks (India) Pvt. Ltd
11.2021 - Current
Technical Account Manager
Mcafee Software India Pvt Ltd
06.2018 - 10.2021
Technical Support Engineer
McAfee Software India Pvt. Ltd
04.2017 - 06.2018
Network Engineer
Aricent Cisco TAC
08.2014 - 03.2017
Consultant
Ericsson India Global Limited
02.2014 - 06.2014
ISC (Class XII) -
Mercy Memorial School
B. TECH - ELECTRONICS & COMMUNITACTION
PSIT
- NASSCOM's Women Wizards Rule Tech (W2RT) Program, March, 2020-April, 2021
- CCNA (Cisco Certified Network Associate) Routing and Switching, 200-120, July,2016, Gurugram
- CCNA(Security), CCNP(Security) Networking-CCNA(R&S), July,2016, Gurugram
- Certification for Visual C, June,2010
- All INDIA RADIO- Kanpur Audio Broadcasting, June,2012, Kanpur
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