Saumya Shukla
Delhi
Summary
Results-oriented CDN (Content Delivery Network) Engineer with experience in troubleshooting, and optimizing CDN solutions for seamless content delivery. Proven track record of enhancing web performance, reducing latency, and improving user experiences for high-traffic websites and applications. Proficient in CDN technologies, network protocols, and cloud platforms.
Overview
9
9
years of professional experience
Work History
Senior Cloud Support Engineer
Akamai Technologies Inc
02.2025 - Current
- Handling escalations, prioritizing, and resolving critical issues, and communicating effectively for timely resolution.
- Boosted customer satisfaction by delivering prompt technical support and resolving complex issues.
- Acting as the dedicated technical point of contact for Premium EMEA customers, ensuring proactive support and service excellence.
- Contribute to customer QBRs and MSRs to provide technical insights as and when needed to enhance service efficiency and customer satisfaction.
- Collaborating with cross-functional teams including Product, Engineering, and Account Management groups to align and prioritize customer-related problems.
- Organize and lead weekly calls to keep off-hour engineers updated on customer accounts and ongoing initiatives to ensure seamless support continuity on accounts.
- Served as a beta tester for Platform Technical Mastery; reviewed course content, identified and reported errors, and collaborated with the training and content teams to ensure accuracy.
- Led Global partner management program that was started in APJ and delivered trainings to APJ Partners: Singtel and PT Sentra.
- Spearheaded cross-functional efforts with CMP, Tools, and Engineering teams to resolve CMP Alert Email errors and propose an automation tool, enhancing process efficiency and customer satisfaction.
- Delivered Akamai University (AKU) training session for 35 customers across multiple organizations, achieving a CSAT score of 4.8 and highly positive participant feedback.
Cloud Support Engineer II
Akamai Technologies
11.2019 - 02.2025
- Deep diving into troubleshooting of various Akamai Web Experience products like Web Performance, FastDNS (DNS hosting solution) GTM Load Balancer, Image Manager etc and the Akamai platform including caching and failover mechanisms.
- Hands on experience in troubleshooting issues related to Akamai Security Products like WAF (Web Application Firewall)
- Handled technical escalations as the Primary TSE for Premium customers from APJ and EMEA region.
- Collaborated with the APS(AkaTec Productivity and Systems) Team to develop and maintain internal troubleshooting tools.
- Achieved KCS level 3 and working as KCS Coach with my contributions to the Akamai Knowledge Base
- Trained and Mentored the new hires in the team.
Technical Support Engineer
Aryaka Networks
04.2018 - 10.2019
- Troubleshoot and resolve network, connectivity and performance related issues
- Work with customers on solution design and recommend best/optimal solution.
- Work with customers to bring up IPSec tunnel from customer sites' to Aryaka POPs, that include Azure, AWS and other cloud services
- Attend escalations from support engineers and resolve or escalate to Escalation Engineers.
Network Engineer
Aricent Technologies Ltd
08.2016 - 04.2018
- Involved in providing after Sales Support
- Provided round the clock technical support services at the Cisco Systems Technical Assistance
- Center (TAC) for large customers from around the world
- Responsible for implementing and troubleshooting various network related issues which also includes configuration check, lab recreates and root cause analysis
- Recreate customer's network scenario in lab and provide practical resolution thus maintaining a higher satisfaction rating
- Act as Back up for engineers whenever required
- CERTIFICATES
Education
Bachelor of Technology - Computer Science & Engineering
Feroze Gandhi Institute Of Engineering & Technology
Timeline
Senior Cloud Support Engineer
Akamai Technologies Inc
02.2025 - Current
Cloud Support Engineer II
Akamai Technologies
11.2019 - 02.2025
Technical Support Engineer
Aryaka Networks
04.2018 - 10.2019
Network Engineer
Aricent Technologies Ltd
08.2016 - 04.2018
Bachelor of Technology - Computer Science & Engineering
Feroze Gandhi Institute Of Engineering & Technology
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