SHARANDEEP SEKHON
New Westminster
Summary
Customer-focused professional with successful 18-year career in the Technology sector. Proficiencies in DevOps, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
19
19
years of professional experience
Work History
Customer Success Manager
Everbridge Inc.
05.2021 - Current
- Establish a trusted adviser relationship with customer executive sponsors and key stakeholders so that all of their activities are closely aligned with their business case and business strategy
- Work collaboratively with the account executives responsible for promoting revenue opportunities across the diverse enterprise account base
- Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues and provide recommendations
- Work closely with the professional services team to hand over new consulting opportunities and facilitate transitions after implementations
- Develop and execute programs to keep customers informed of product releases relevant to their business
- Help ensure customers achieve maximum value from their investment and monitor adoption rates of accounts
Customer Success Manager
XMatters Inc
06.2019 - 05.2021
- Lead clients through requirement and business value mapping exercises, facilitating workshops, for the end goal of expanding xMatters in the account
- Communicate regularly with customers/prospects regarding new integrations and features
- Assist in coordination of Support and escalation issues that may arise with the customers
- Provide business reviews and updates to clients at a senior level
Support Engineer – Team Lead
xMatters Inc
04.2018 - 06.2019
- Deliver solutions to diffuse stressful technical situations involving escalated issue
- Lead a team of 3 engineers while concurrently fielding escalated technical issues.
- Launched policies and procedures to improve response time and coach resources.
- Work closely with internal engineering teams to stay up to date on product features, changes, and issues
Support Engineer
xMatters Inc
05.2016 - 04.2018
- Oversee resolution of all technical issues coming from channel partners and customers, including high-urgency issues requiring Engineering assistance
- Troubleshoot technical issues involving integrations for both REST and SOAP web services
- Maintain detailed documentation ranging from Knowledge Base articles, to live logging of incidents for post-mortems
L2 Escalations Engineer
UTM, Sophos Ltd
03.2015 - 05.2016
- Provide technical support for advanced issues related to next-gen firewalls, IPSec VPN
- IDS/IPS, Anti -Spam, Anti-Virus, Web Security proxies, Email Security filters
- Troubleshoot networking problems related to TCP/IP, Unix/Linux, Windows and advanced routing including OSPF and BGP
- Use ticketing system to document, monitor and resolve cases
- Work to resolve issues requiring extensive troubleshooting of backend databases and identify root cause of data issues
- Engineer and investigate both platform and product issues.
Systems Analyst/Programmer Analyst
Infinite Source Systems Corp
01.2005 - 02.2015
- Developed project plans, tracked project execution, managed changes, developed and executed implementation plans
- Implemented project management software (Jira) to design and document solutions, manage builds and manage Scientific Research and Experimental Development (SR&ED) claims
- Designed UI deliverables such as wireframes, flowcharts, screen mock-ups, and interface design specifications
- Developed and maintained scripts for system automation, reducing manual intervention
- Design, develop, test and integrate software in an agile, test driven development environment
- Technologies used: Java, J2EE, J2SE, EJB, JSP, XML, JDBC, Apache Struts Framework, PostgreSQL
Education
Bachelors of Technology - Technology Management
BCIT
12.2012
Diploma - Computer Systems Technology
BCIT
Burnaby, BC05.2004
Skills
- Software Systems: Zendesk, Jira, ServiceNow, Salesforce, Slack
- Programming Languages, Platforms and Technologies: Java, Javascript, Python, Drupal, REST API, HTML, CSS
- Databases: PostgreSQL, MySQL
Timeline
Customer Success Manager
Everbridge Inc.
05.2021 - Current
Customer Success Manager
XMatters Inc
06.2019 - 05.2021
Support Engineer – Team Lead
xMatters Inc
04.2018 - 06.2019
Support Engineer
xMatters Inc
05.2016 - 04.2018
L2 Escalations Engineer
UTM, Sophos Ltd
03.2015 - 05.2016
Systems Analyst/Programmer Analyst
Infinite Source Systems Corp
01.2005 - 02.2015
Bachelors of Technology - Technology Management
BCIT
Diploma - Computer Systems Technology
BCIT
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