Technical Escalation Executive at Array Networks, INC. (2023-09 – Present)
Command end-to-end customer success and global technical support operations for enterprise Cybersecurity solutions, leading a distributed team across the US and Bangalore, India.
- Accelerated case resolution rates by 20% by designing and implementing streamlined Cross-functional escalation pathways between Support and R&D.
- Boosted strategic account revenue by 30% through proactive executive relationship Managing, transforming critical accounts into long-term growth partners.
- Architected scalable support workflows leveraging AWS and Azure environments, ensuring Seamless maintenance, troubleshooting, and infrastructure coaching for enterprise customers.
- Mentored and upskilled a new cohort of Technical Support Managers, building a high-Performing leadership pipeline across multiple global time zones.
Senior Network Systems Deployment at ZENTRY SECURITY, INC. (2019-01 – 2023-08)
- Led end-to-end network deployments across data centers and PoPs, including rack/stack, structured cabling, fiber patching, and hardware bring-up for switches, routers, firewalls, and transport gear.
- Executed circuit turn-ups, device provisioning, configuration, and commissioning activities for new network sites and expansions.
- Performed data center technician functions including physical installation, cable management, cross-connect validation, optical power testing, and hardware lifecycle operations (deployment, RMA, decommissioning).
- Built and maintained AWS/Azure lab environments to replicate production issues, validate firmware, and test new hardware/software platforms before rollout.
- Conducted deep-dive diagnostics using Wireshark, packet captures, and Linux-based system analysis to isolate routing, switching, and protocol anomalies.
- Executed scheduled maintenance windows including upgrades, migrations, cutovers, and decommissioning across distributed enterprise networks.
- Collaborated with R&D, Product, and Engineering to integrate new platforms, validate patches, and improve deployment reliability and repeatability.
- Implemented automated workflows and AI-assisted troubleshooting to accelerate deployment validation and reduce manual effort, improving resolution speed by 20%.
- Managed patch panel inventory, asset tracking, and documentation of physical and logical network layouts.
- Produced detailed as-built diagrams, deployment documentation, and operational runbooks for field and engineering teams.
- Participated in 24x7 on-call rotation supporting mission-critical network infrastructure during and after deployments.
- Provided escalation leadership during deployment-related incidents, coordinating cross-team response and ensuring clear communication to stakeholders.
Technical Escalation Manager at ARRAY NETWORKS (2009-01 – 2019-08)
- Supported and operated large-scale enterprise networks across multi-vendor hardware environments.
- Conducted deep-dive root cause analysis on routing, switching, and application-level failures using Wireshark and telemetry tools.
- Implemented proactive monitoring using SolarWinds and MRTG to detect systemic degradation before customer impact.
- Managed critical 24x7 escalation queue, ensuring rapid mitigation of high-severity network outages.
- Partnered with Systems Engineering and core Engineering teams to integrate diagnostic data into hardware lifecycle improvements.
- Created deployment packages, installation procedures, and network configuration templates for field teams.
- Provided mentorship and technical leadership to support engineers and field teams.
Lead, Technical Support & Systems Engineering at ARRAY NETWORKS (2005-01 – 2009-12)
- Led hands-on support for a high-volume, mission-critical operations center supporting global customer networks.
- Designed and maintained lab replication environments to reproduce multi-vendor routing and protocol conflicts.
- Executed network deployments, configuration changes, and maintenance operations across customer data centers.
- Developed internal documentation, training materials, and troubleshooting guides to improve team readiness.
- Managed project timelines, resource allocation, and cross-team coordination for major customer deployments.
Senior Technical Support Engineer at ARRAY NETWORKS (2000-01 – 2005-12)
- Diagnosed low-level TCP/IP, DNS, DHCP, SSL, and routing issues across proprietary network appliances.
- Supported deployments, upgrades, and configuration changes across enterprise customer networks.
- Provided hands-on troubleshooting for switching, routing, and security-related failures.
Data Center Network Engineer at AT&T ENHANCED NETWORK SERVICES (1999-01 – 2000-12)
- Deployed, configured, and optimized LAN/WAN routing and switching infrastructure for high-availability data center operations.
- Performed physical installation, cabling, fiber patching, and topology changes in a production NOC environment.
- Supported Tier-3 escalations and executed maintenance windows for routing, switching, and backbone infrastructure.
