Pratap Krishnan
Technical Account Manager (TAM)
Bangalore
Summary
Technical Account Manager and Certified Solution Architect with more than 13+ years of hands-on experience in the field of Architecture, Design, Infrastructure Services & Operations to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.
Overview
13
13
years of professional experience
9
9
Certifications
Work History
Technical Account Manager
Amazon Web Services India Private Limited
Bangalore
2022.03 - Current
- Engage with Director and C-Level executives to understand mission needs
- Assist in Design/Architecture of AWS and hybrid cloud solutions
- Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
- Help define IT and business processes that work well with cloud deployments. Managed project planning, resource allocation, scope, schedule, status and documentation.
- Work hands-on with customer engineering teams to develop, migrate, and debug application issues along with troubleshooting technical issues and drive issue escalation with AWS Service teams
- Leverage knowledge of your customers’ environments to assist support engineers and service teams in better serving your customers
- Complete analysis and present periodic reviews of operational performance to customer leadership
- Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning
Azure Infrastructure Support Engineer
Microsoft India (R&D) Private Limited
Bangalore
2018.07 - 2022.02
- Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include collaborating with product and platform engineering teams
- Evaluated customer's cloud infrastructure, guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
- Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
- Worked with clients post-implementation on user testing, debugging, support and maintenance.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Translated technical concepts and information into terms parties could easily comprehend.
- Created proofs of concept for innovative new solutions.
- Worked closely with product teams to define and prioritize partner feature requests
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues
- Contribute to improve the overall support experience for any technical support professional solving for Microsoft issues in the world (advocates) by writing and updating technical documentation for our WW Services knowledge base
Critical Response Engineer
ZSCALER
Bangalore
2017.03 - 2018.07
- Manage Cloud implementation and consulting projects, analyzed information and provided solutions to problems.
- Take escalations from the region and help the Support Team from time to time
- Develop and deliver notifications of new Zscaler Cloud Security products and technologies to Premium Customers
- Provide clear and constructive product feedback to Zscaler Product Management based on customer requirements.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Prepared variety of different written communications, reports and documents.
Sr Network Engineers
Goldstone Technologies-VMware
Bangalore
2015.06 - 2017.03
- Design and implementation of Core Network services in all data centers
- Managed servers and appliances, in support of enterprise business and technology goals. Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
- Implemented internet and intranet applications on multiple platforms and used metrics to monitor application and infrastructure performance.
- Contributed to development, administration and testing of disaster recovery plans.
- Conducted routine and emergency maintenance as well as reviewed existing systems and made recommendations for improvements.
- Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
- Respond to break/fix issues concerning Core Network systems and the applications that rely on them, and perform technical diagnosis, troubleshooting, and resolution for intermediate to complex data communications issues
- Assist in developing on-going training programs and conduct training on services
- Provide solutions analysis and consulting services to several internal Lines of Business, including other technology teams as well as customer-facing business units, for the purpose of provisioning DDI services in support of revenue-generating and revenue-supporting applications, solutions, and other technology systems.
SENIOR ESCALATIONS ENGINEER
INFOBLOX Inc
Trivandrum
2013.02 - 2015.05
- Provide remote technical DDI (DNS, DHCP and IPAM) support for Infoblox customers and partners
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose troubleshoot and identify solutions to resolve customer issues
- Provide prompt and accurate feedback to customers
- Install and configure Infoblox products as well as third-party software for support lab testing purposes
- Recommend new and existing solutions, which involve enhancing application/systems functionality, features, and defect repair
- Be intuitive and inventive by providing solutions and workarounds for customers
- Troubleshooting will involve work in lab to recreate scenarios, analysis of logs, and participation in web based remote sessions with customers.
SUTHERLAND GLOBAL SERVICES
Trivandrum
2011.11 - 2013.02
- Primary responsibility was to call back to the customers and provide technical troubleshooting and provide technical support to recover from the most complex technical problems
- Responsible for the investigation and management of all follow- up activities needed to determine root cause, attempt problem recreation in the Tier 3 Support and identify workarounds when feasible
- During the absence of regular SME, my responsibilities were to help the team in finding fixes for complicated issues, cascade the process level updates, and provide quick fixes for the TCG's and new breakouts
- It also included observing the team for long calls and proactively interfering to fix it.
Education
Bachelor of Computer Application - Computer Applications
DR. C.V. RAMANUNIVERSITY
2016.04 - 2019.10
Skills
Managerial Accounting
Certification
AZ- 303 Microsoft Azure Architect Technologies
Freelance Trainer
Clients : Atmos, HCL, Wipro
Product: Infoblox (DNS,DHCP and IPAM)
· Understanding Infoblox support processes and tools
· Troubleshooting network connectivity
· Understanding Grid issues and behavior
· DNS troubleshooting strategies and finding/ fixing Common DNS issues
· DHCP troubleshooting strategies and finding/ fixing common DHCP issues
· Applying course learnings to real-life scenarios and recovery methods.
Timeline
Technical Account Manager
Amazon Web Services India Private Limited
2022.03 - Current
Azure Infrastructure Support Engineer
Microsoft India (R&D) Private Limited
2018.07 - 2022.02
Critical Response Engineer
ZSCALER
2017.03 - 2018.07
Bachelor of Computer Application - Computer Applications
DR. C.V. RAMANUNIVERSITY
2016.04 - 2019.10
Sr Network Engineers
Goldstone Technologies-VMware
2015.06 - 2017.03
SENIOR ESCALATIONS ENGINEER
INFOBLOX Inc
2013.02 - 2015.05
SUTHERLAND GLOBAL SERVICES
2011.11 - 2013.02
AZ- 303 Microsoft Azure Architect Technologies
AZ- 304 Microsoft Azure Architect Design
AZ- 900 Microsoft Azure Fundamentals
Fortinet Network Security Expert
Certified Infoblox Core Administrator (CICA)
Certified Infoblox Support Technician (CIST)
Certified Infoblox Core Engineer (CICE)
Zscaler Certified Cloud Administrator - Internet Access (ZCCA-IA)
Zscaler Certified Cloud Administrator - Private Access (ZCCA-PA)
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