Summary
Overview
Work History
Education
Skills
Certification
Additional Training And Courses
Timeline
Generic

Akshay Mohan

Mississauga,ON

Summary

Seasoned Product Engineer with 5+ years of experience in technical support and implementations. Proven track record in driving process innovation and managing product escalations, prioritizing top-tier customer service. Deep expertise in AWS, CI/CD pipelines, infrastructure automation, and troubleshooting complex systems. Passionate advocate for implementing DevOps best practices to enhance operational efficiency and reliability.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Associate Product Support Engineer

Proofpoint
10.2021 - Current
  • Troubleshoot email archiving and Exchange issues for enterprise clients
  • Resolved over 450+ support tickets, significantly improving response efficiency
  • Reduced backlog of the Social Discover team by 70% after joining
  • Manage product escalations and serve as a liaison between customers and tiered support teams
  • Ensure SLA compliance by effectively managing support cases in ticketing systems
  • Used scripting to semi automate the appliance version changes
  • Managed critical product escalations, coordinating efforts across teams to achieve prompt resolutions.
  • Mentored junior engineers on best practices in technical problem-solving and customer service excellence.

Implementation Engineer

Dependable IT
03.2020 - 10.2021
  • Configured and managed VPNs, firewalls, and web security policies
  • Led multiple implementation projects, ensuring seamless integration of services
  • Authored the Support Engineering Handbook to document best practices and procedures
  • Trained new hires on implementation processes and troubleshooting techniques
  • Inspected changes before client performed user acceptance testing.
  • Performed various tests on processes and prepared documents.
  • Managed implementation projects generating over $4 million in ARR.

Technical Support Representative

Dependable IT
09.2019 - 03.2020
  • Provided technical support for CRM connectivity issues
  • Configured and managed routers, switches, and network security policies
  • Developed and facilitated monthly training sessions for internal team members
  • Managed approximately 15 cases in a day

Education

International Business Management -

Cambrian College
Toronto, ON
01.2018

IT Business Analysis -

Cambrian College
Toronto, ON
01.2017

Bachelors - Computer Engineering

Cochin University of Science And Technology
01.2016

Skills

  • Windows 7, 8, 10, Linux-based OS, Linux servers, Unix, Mac OS
  • Networking protocols: TCP/IP, DNS, HTTP, SMTP, DHCP, SSH
  • Communication Protocols: ARP, RARP
  • Telephony Systems: Avaya CM, Cisco UCM, 3CX, RingCentral, Active PBX
  • AWS Services: IAM, EC2, S3, CloudFormation, CloudWatch, CodeDeploy
  • CI/CD: Jenkins, GitHub Actions, AWS CodePipeline
  • Infrastructure as Code (IaC): AWS CloudFormation, Terraform
  • Monitoring & Logging: AWS CloudWatch, ELK Stack (Elasticsearch, Logstash, Kibana)
  • Alerting & Incident Management: AWS CloudWatch Alarms, third-party alerting tools
  • Docker: Building & managing containers, Docker Compose
  • Kubernetes: Deploying & scaling applications, Helm Charts
  • Git & GitHub: Branching, merging, repository management
  • Agile & Scrum methodologies
  • Security: Firewalls, VPNs, Web proxies, IAM policies
  • Active Directory Management
  • Shell scripting, Python (basic automation)
  • Working knowledge of SQL, Java, C, C
  • Postman, Confluence, JIRA
  • Salesforce, ServiceNow, Zendesk

Certification

Project Management Professional (PMP), 3779979

Additional Training And Courses

DevOps with AWS (Bootstack Academy), 5-month intensive training, AWS IAM, EC2, S3, CloudFormation, CodeDeploy, CI/CD Pipelines with Jenkins & GitHub Actions, Docker, Kubernetes, Helm Charts, Infrastructure as Code with Terraform, Monitoring with CloudWatch & ELK Stack

Timeline

Associate Product Support Engineer

Proofpoint
10.2021 - Current

Implementation Engineer

Dependable IT
03.2020 - 10.2021

Technical Support Representative

Dependable IT
09.2019 - 03.2020

International Business Management -

Cambrian College

IT Business Analysis -

Cambrian College

Bachelors - Computer Engineering

Cochin University of Science And Technology

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Akshay Mohan