Akash Sharma

Experience

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  SonicWall

  Jun 2016 - Oct 2019

  Enterprise Technical Support Analyst

  Network Security Analyst• Supporting clients/vendors worldwide on network security related issues.• Providing support over telephone, e-mails and troubleshooting remotely using access.• Providing support for UTM & Enterprise class appliances.a. Checking the appliance’s configurations and assisting clients/vendors with their configurations as per best practices and industry standards.b. Good expertise in troubleshooting issues related to Dell SonicWALL firewall appliance, CISCO and other clients/vendors reported network security issues.c. Troubleshooting network performance issues like QOS, Bandwidth management.d. Configuring and troubleshooting VPN, SSLVPN, Wireless, VoIP, CFS, IDS, IPS, Gateway Antivirus, and Client Antivirus deployment and performance issues.e. Capturing and analysing packets using wire shark to get better understanding of the issue. f. Reproducing the issues reported by the clients/vendors in our lab environment for the further analysis and understanding.g. Collecting the logs and the dump from the appliance and working together with engineering team to resolve the issue with the provided SLA.h. Applying the hot fixes and suggesting workarounds to resolve issues.i. Understanding the clients/vendor's requirements and assisting them to suggest the best & convenient security practices that suit their requirements.j. Actively participate in all Metric Achievement Projects, mentoring new hires. Show less

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  Zscaler

  Oct 2019 - Jul 2021

  Customer Success Manager

  Key Roles & Responsibilities:• New customer on-boarding is one of the very critical tasks of my job. I work with our customers to understand and define their short term and long term goals. Once goals are defined, I help customers take the shortest path to success and provide them some early wins in the deployment phase.• Engaging different stakeholders inside customer's organization and driving continuous engagement to deliver value.• Deliver QBR's to the CIO/CISO/Director level stakeholders. It provides an opportunity to understand business drivers for our customers and better assess how Zscaler aligns with their business objectives. • After identifying solutions that will help customers achieve their digital initiatives, my job is to liaison with different stakeholders to help our customers achieve those defined goals.• Manage Account Escalations.• Develop strategic relationships with stakeholders to understand a customer’s business and develop strategic roadmaps• Accelerate customer adoption.• Establish and maintain parity with Zscaler's cloud technologies strategy• Engage with Zscaler's solutions engineering teams to help develop solutions patterns on the basis of customer engagements as well as personal experience to promote platform adoption• Engage with Zscaler's field teams, customers, and partners to ensure a positive experience and a successful outcome resulting in long-term success and customer retention• Communicate how specific Zscaler’s Security solutions and roadmap align with customer use cases• Deliver key portfolio updates and help customers successfully adopt new features• Manage customer use cases and maintain clear and concise case documentation• Create customer engagement plans and keep the documentation on customer environments updated• Manage and grow customer relationships by delivering attentive, relationship-based support• Build a sense of trust with customers and serve as their advocate within Zscaler Show less

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  McAfee

  Jul 2021 - Apr 2022

  Technical Account Manager
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  Skyhigh Security

  Apr 2022 - Oct 2023

  Technical Account Manager

  • Technical Advisor to Critical Enterprise customers for Cloud Security technologies and their implementations such as Web Gateway, CASB, ZTNA, often presenting relevant use cases for their specific environments.• Responsible for tailored remote proactive services/deliverables/updates in line with best practice recommendations, focusing on customer requirements and desired business goals.• Accelerate customer adoption of Skyhigh Security SSE/SASE products by leading the implementation journey. Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies.• Advocate for customer needs in order to overcome adoption blockers and drive new feature development. Lead across multiple work streams and teams to maintain customer momentum.• Develop strategic relationships with stakeholders to understand a customer’s business and develop strategic roadmaps. Lead quarterly business reviews and executive sessions to better understand business and technical needs.• Plan for customer events and launches, partnering with Support, Engineering, and Site Reliability Engineering to ensure customer success during critical moments. Work with customers and Support to guide issues/escalations to resolution.• Develop best practices and resources that help accelerate cloud adoption and support initiatives to scale through partners. Show less

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  Zscaler

  Dec 2023 - now

  Senior Professional Services Consultant