Shashank Awasthi
Bangalore
Summary
I have 14+ years of experience spanning across customer support and then transitioned into Customer Success. Currently as a CSM for India and SAARC, handling the portfolio valued at approximately $20 million distributed across different architectures. I always look forward for an opportunity which involves rendering my skills to meet organizational goals as well as help me grow in parallel.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Cisco Systems India Pvt Ltd
Bengaluru
01.2021 - Current
- Responsible for driving 1 to many adoption of Cisco Solutions across different architectures (Networking, Security, and Data Center) for accounts in Commercial, Public Sector, and Enterprise segments through different programs.
- Driving the accounts from high renewal risk to low renewal risk by removing the adoption barriers.
- Collaborating with Global Team on adoption strategies/challenges for the architectures.
- Collaborating with accounts and segment leadership teams across various segments to discuss challenges and action plans, as well as deliberate on key accounts.
- Collaborate with the digital, business unit, and product management teams to create campaigns aligning digital programs to their theaters based on the segmentation of customers.
- Engage with specific partners and their SME resources, where possible, to drive adoption at scale.
- Achievements: Done this, Done that, Done there, etc.
Technical Consulting Engineer-III
Cisco Systems India Pvt Ltd
Bengaluru
01.2013 - 01.2021
- Act as an escalation gate for CISCO Global Customers to resolve critical customer issues of the team members, proactively leading a team and mentoring them to face different technical and non-technical scenarios
- Collaborating with the internal & external staff to ensure that incidents are resolved prior to breach of service level targets and making reports to analyse the incidents
- Handling the escalations in coordination with the higher management and the team
- Determining training needs of employees to bridge the knowledge gap and ensuring faster resolution and great customer satisfaction
- Training the team on customer handling best practices
- Working with team manager to maintain and improve key metrics such as NPS
- Regularly engaged with the Engineering teams on customer escalations related to defective/deviations from expected behaviour
- Possess good knowledge of the TAC/BU escalation processes, formal and informal BU communications channels for Collaboration and security products
- Achievements: Done this, Done that, Done there, Etc
IP Telephony Administrator
IPsoft Global Services
Bengaluru
08.2012 - 01.2013
- Head Member of the critical team when onboarding an important client 'The Home Depot' and ensuring a smooth transition to Cisco from Avaya
- Attending regular calls with Cisco's management and addressing hot issues and their resolutions
- Assisting in migration and upgrade activities
- Troubleshooting and Implementation on client's VoIP network which includes working on CUCM, CUBE, Unity Connection, UCCX and VoIP protocols (SIP, H323, MGCP, SCCP, RTP)
- Analysing the packet captures and CUCM traces to find the trigger and root cause analysis
- Achievements: Done this, Done that, Done there, Etc
Technical Support Engineer
Capgemini (Aricent/Altran)
Gurugram
08.2011 - 08.2012
- Worked as a L1 support engineer to troubleshooting related to Cisco Call manager version's starting from 4.x to 8.6
- Troubleshooting Issues related to various phone models which include 79xx, 89xx and 99xx
- Cisco MCS servers 7825, 7835, 7845 and UCS servers
- Troubleshooting Cisco Call manager, Call routing, features etc
Technical Support Engineer
Concentrix
Gurugram
11.2010 - 07.2011
- Troubleshooting any issues related to Microsoft windows (XP, Vista and Windows 7) including different types of installation
Education
Bachelor of Technology - Electronics and Communication
Kurukshetra University
01.2009
Skills
- Customer Experience
- Account Management
- Stakeholder Alignment
- Customer Workshops
- Product Adoption
- Software Renewals
- CUCM
- Voice Gateway
- CUBE
- CME
- CUE
- SIP
- H323
- SCCP
- Wireshark
- Fundamentals of Routing and Switching
- Fundamentals of Cisco Firewalls
- Communication Skills
- Understanding people and emotions
- Building Relationships
- Training and Development
Certification
- CCIE Collaboration – 51057
- ITIL V3 Foundation
- CuSM
Technologyskills
- CUCM
- Voice Gateway
- CUBE
- CME
- CUE
- SIP
- H323
- SCCP
- Wireshark
- Fundamentals of Routing and Switching
- Fundamentals of Cisco Firewalls
Hobbies and Interests
- Cricket
- Table Tennis
- Cooking
Timeline
Customer Success Manager
Cisco Systems India Pvt Ltd
01.2021 - Current
Technical Consulting Engineer-III
Cisco Systems India Pvt Ltd
01.2013 - 01.2021
IP Telephony Administrator
IPsoft Global Services
08.2012 - 01.2013
Technical Support Engineer
Capgemini (Aricent/Altran)
08.2011 - 08.2012
Technical Support Engineer
Concentrix
11.2010 - 07.2011
Bachelor of Technology - Electronics and Communication
Kurukshetra University
Similar Profiles
Swapnil PatneSwapnil Patne
Consulting Engineer at Cisco Systems India Pvt. Ltd. (Randstad India Pvt. Ltd.)Consulting Engineer at Cisco Systems India Pvt. Ltd. (Randstad India Pvt. Ltd.)
KARTIK MOHAN PILLAYKARTIK MOHAN PILLAY
Project Manager at Akraya Solutions Pvt Ltd ( Client - Cisco Systems India Pvt Ltd )Project Manager at Akraya Solutions Pvt Ltd ( Client - Cisco Systems India Pvt Ltd )
Shruthi RajendranShruthi Rajendran
Data Engineer II at Cisco Systems India Pvt. Ltd.Data Engineer II at Cisco Systems India Pvt. Ltd.
Ashok kumar MuruganAshok kumar Murugan
Security Engineering Technical Leader at Cisco Systems India Pvt. Ltd. BangaloreSecurity Engineering Technical Leader at Cisco Systems India Pvt. Ltd. Bangalore
Sangeetha NaikSangeetha Naik
Lead Software Engineer at Wells FargoLead Software Engineer at Wells Fargo