SHIVAM KUMAR SINGH
Patna
Summary
Dynamic Technical Lead with proven expertise in Cisco Firewall technologies at Capgemini (Cisco TAC). Achieved significant reductions in case resolution time and enhanced customer satisfaction through advanced troubleshooting and effective mentorship. Skilled in process optimization and relationship management, driving team efficiency and independence in complex technical environments.
Overview
7
7
years of professional experience
Work History
Technical Lead
Capgemini
Gurugram, Haryana
03.2023 - Current
- Working for Cisco TAC Firewall Team.
- Successfully reduced average case resolution time by implementing advanced troubleshooting techniques and sharing reusable methodologies with the team.
- Conducted over 30+ technical sessions, significantly improving the team's ability to handle complex issues independently.
- Recognized for driving customer satisfaction improvements and achieving high Promoter Scores through efficient case handling and escalation management.
- Facilitated the onboarding of new hires, reducing ramp-up time by implementing structured training programs and hands-on labs.
Technical Consulting Engineer
Capgemini
Gurugram, Haryana
11.2019 - 03.2023
- Worked for Cisco TAC Firewall Team.
- Successfully resolved hundreds of firewall-related cases, contributing to improved customer satisfaction and reduced network downtime.
- Recognized for troubleshooting intricate FTD and FMC policy deployment issues, reducing policy push time by 30% for a critical customer.
- Played a key role in identifying and resolving performance bottlenecks in ASA/FTD clusters, improving throughput and stability in high-traffic environments.
- Authored over 10 knowledge base articles, providing reusable troubleshooting techniques for common firewall issues, which improved case resolution rates for the team.
Technical Support Advisor
Teleperformance
Jaipur, Rajasthan
09.2018 - 11.2019
- Company Overview: Worked for Adobe
- Worked with the Design queue and was trained on Adobe applications i.e., InDesign, Illustrator and InCopy.
- Provided technical assistance to customers facing technical issues with the Adobe applications.
- Worked for Adobe
Education
Diploma - Bachelor of Technology (Dual Degree) - Electronics and Communication Engineering
Lovely Professional University
Jalandhar, Punjab01.2016
Skills
- Technical Leadership
- Escalation Management
- Cisco Firewall Technologies Expert
- Troubleshooting and Root Cause Analysis
- Technical Training and Mentorship
- Process Optimization and Efficiency Improvements
- Customer Relationship Management
- CCNA Trained
- Network Traffic Analysis
Hobbies and Interests
- Cricket Enthusiast
- Music
Languages
- English
- Hindi
Timeline
Technical Lead
Capgemini
03.2023 - Current
Technical Consulting Engineer
Capgemini
11.2019 - 03.2023
Technical Support Advisor
Teleperformance
09.2018 - 11.2019
Diploma - Bachelor of Technology (Dual Degree) - Electronics and Communication Engineering
Lovely Professional University
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