Sasanka Kumar JAkkamreddy
Bengaluru
Summary
Accomplished Technical Support Manager with a robust background evolving from a skilled Network Engineer. Leveraging 12 years of hands-on experience in network infrastructure, I have successfully transitioned into a leadership role, driving teams to deliver exceptional technical support and customer service. My journey from troubleshooting network issues to managing a dedicated support team has equipped me with deep technical expertise, leadership acumen, and a strong commitment to optimizing support operations. I am adept at fostering collaborative environments, implementing effective strategies, and ensuring seamless service delivery to meet and exceed organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager of Technical Support Services
Spirent Communication
Bengaluru
02.2023 - Current
- Lead and manage india technical support specialists in providing timely and effective support to Network professionals across NEMS like Cisco, Juniper, Pal Alto etc.
- Develop and implement strategies to improve customer satisfaction ratings by Net promoter score.
- Oversee the resolution of complex technical issues and escalations, ensuring adherence to service level agreements (SLAs).
- Collaborate with Sales, Product marketing and Engineering team to identify and address product issues, contributing to product improvements.
- Conduct regular performance evaluations, coaching sessions, and training programs to enhance team skills and knowledge.
- Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
- Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
- Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
- Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
Senior Member of Technical Staff
Spirent Communication
Bengaluru
01.2019 - 02.2023
- Mentored and coached junior support team members to improve technical proficiency and customer interaction skills.
- Managed critical customer escalations and maintained high customer satisfaction ratings.
- Handling support request raised by Global customer on various Application of Spirent like, Spirent Test Center, Avalanche and Cyberflood.
- Working closely with Global Cisco, Juniper and other Enterprise and Service Provider clients to help troubleshoot and resolve queries on various routing and access protocols like OSPF, ISIS, BGP, MPLS, VXLAN, EVPN,DHCP, PPPOE and PTP
- Reproduce customer issues internally to find out RCA.
- Working closely with R&D team to get fixes for the BUG reported internally and by the customer.
- Create KB for knowledge sharing with team members.
- Configuring cisco switches/routers.
Member of Technical Staff
Spirent communications
Bengaluru
04.2017 - 01.2019
- Provide expert-level support for Spirent networking products including Spirent Test Center, Avalanche and Cloudsure.
- Troubleshoot network issues and perform root cause analysis to resolve complex technical problems.
- Implement ,Configure Spirent product work with different vendors like Cisco , Juniper and other NEMS
- Configuring Spirent Virtual Images and helping customer.
- Design and implement network solutions based on customer Complex requirements and industry best practices.
- Work with Customer and configuring and troubleshooting customer test bed issues with protocols such OSPF, BGP, IS-IS, DHCP, PPPOE,PTP, SYNCEE, MPLS, LDP, RSVP,EXPN and VXLAN.
- Document network configurations, procedures, and troubleshooting steps for knowledge base and training purposes.
Network Engineer
Terralogic Software solutions
Bengaluru
12.2012 - 04.2017
- Provided tier 1 and tier 2 support for Cisco networking infrastructure including troubleshooting WAN/LAN connectivity issues, VPNs, and MPLS for 25 plus global customers.
- Configured and maintained Cisco ASA firewalls and implemented security policies to protect network resources.
- Conducted network audits and assessments to identify vulnerabilities and recommend security enhancements.
- Assisted in network design and architecture projects, ensuring scalability and reliability of network solutions.
Education
Bachelor of Technology - Electronics And Communication Engineering
PBR VITS
Nellore 05-2011
Skills
- Technical Support Expertise
- IT Infrastructure Management
- Customer Relationship Management
- Process Improvement and Optimization
- Problem-solving and Troubleshooting i
- Communication and Interpersonal Skills
- Project Management
- Switching and Routing expert
- Pre sales and Post sales engagement
- packet level debugging using wireshark
- Time sensitive networking
Certification
- Spirent Certified performance Expert.
- compTAI+ (N10-007)
- Cisco Certified Network Associate
Languages
English
First Language
Telugu
Upper Intermediate (B2)
B2
German
Beginner
A1
Timeline
Manager of Technical Support Services
Spirent Communication
02.2023 - Current
Senior Member of Technical Staff
Spirent Communication
01.2019 - 02.2023
Member of Technical Staff
Spirent communications
04.2017 - 01.2019
Network Engineer
Terralogic Software solutions
12.2012 - 04.2017
Bachelor of Technology - Electronics And Communication Engineering
PBR VITS
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