Neha Dutt

Experience

• 

  HCLTech

  Aug 2015 - May 2016

  Junior engineer product support
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  Aricent

  Jun 2016 - Dec 2019

  Cisco Senior Network Engineer

  • Delivered technical support, troubleshooting assistance & pro-active recommendations for Cisco’s Unified Computing System (UCS) customers.• Guided peers by doing technical case reviews, expediting troubleshooting process by joining bridge calls to ensure timely resolution & mentoring them on real-time basis.• Install UCS B-Series system out of the box and deploy service profiles using pooled identities & service profile templates.• Configure UCS B- & C-Series systems for deployments using Ethernet/FC/iSCSI for regular data access & booting.• Hands-on-expertise in upgrading firmware through manual/auto-install process & servers via host firmware package/service profiles.• Recovering failed FSM upgrades or unresponsive fabric interconnects/IO modules using debug plugin from command line interface.• Troubleshoot information for issues related to LAN boot (iSCSI) and LAN Connectivity (L2 disjoint/duplicate MAC address, MTU mismatch, performance bottlenecks).• Troubleshoot boot from SAN (FC) using lunlist command and SAN Connectivity (FLOGI, NPIV, LUN mismatch, FC Zoning, Option ROM).• Troubleshoot vSwitch and DVS port group configuration issues (NFS, iSCSI software initiator, vLAN mismatch, NIC teaming).• Experience in installing/upgrading vCenter Server, ESXi hosts & drivers to a newer software version.• Perform basic troubleshooting of ESXi hosts, VMs, & vCenter Server operations. Use esxtop to identify & solve performance issues. Show less

• 

  Teleperformance

  Apr 2019 - Aug 2020

  Senior Escalation Engineer - IOS

  • Delivered technical support, troubleshooting assistance & proactive recommendations for IOS,MAC OS customers.• Guided peers by doing technical case reviews, expediting troubleshooting process by joining bridge calls to ensure timely resolution & mentoring them on a real-time basis.•Submitted Documentation to IOS Escalation and follow up done•Responded to escalation calls from customers and took the ownership

• 

  ProofHub

  Aug 2020 - May 2022

  Senior customer support advocate

  -- Delivering Product demos to international clients-- Responding to inbound support requests from clients on how to use ProofHub and help them get on board.-- onboarding new clients onto the system – train new users on how to use ProofHub and identify usage scenarios for ProofHub.-- Proactively reaching out to clients to drive further adoption of ProofHub at existing customer accounts.-- Communicating with clients across the globe to reproduce the issue raised by them.-- Sharing the test scenarios with the development team to get the issues resolved.-- Hands-on experience in maintaining Traceability matrix to ensure 100% TestCoverage.-- Created and documented documentation and SOP for customer outreach team-- Good understanding of project management processes and management activities.-- Testing for various web-based applications, mobile applications, andmobile sites for project management and payment gateways.-- Good understanding of the entire Software Development Life Cycle (SDLC), and Testing Life Cycle.-- In-depth knowledge of the entire QA and Testing Process.-- Abundant experience in managing international clients, understanding their issues, and getting them resolved.-- Identifying test scenarios and writing test cases. Show less

• 

  RChilli Inc.

  May 2022 - now

  Setting up the framework for Customer Success by bringing the best ideas, innovations, and capabilities to clients, providing product leadership and deep understanding of each customer's implementation to ensure overall adoption and drive greater business value, satisfaction, and long-term retention.• Collaborating closely with internal teams to prioritize and manage customer escalations, addressing customer concerns and finding solutions.• Scheduling conference calls to provide updates on open cases, operational activities, customer projects, and requirements, working closely with Account Managers and Product Team.• Assisting with onboarding new customers, helping them set up their accounts and providing comprehensive product training to ensure a smooth start.• Collaborating with the Product team and Linux service team to gather feedback on customer product usage, challenges, and feature requests to improve the customer experience.• Understanding customer's adoption goals and assisting in making them a reality, documenting business goals, requirements, and expectations to deliver anticipated results.• Educating customers and providing product and subject matter expertise to support adoption and increase product usage.• Coordinating with Marketing, Sales, Account, and Product teams to exceed customer expectations.• Managing customer engagement and tasks through CRM tools such as Zendesk and Hubspot CRM.• Working on strategic projects to define the customer journey, including onboarding, escalation handling, business review meetings, and retention plans. Show less

  • CSM Manager

    Sept 2023 - now

  • Customer Success Manager

    May 2022 - Oct 2023