Manager Customer Service

Sandhya Vora

*** ******** *** *********, ** ***** - ***********@*******.*** - 408-***-****

Executive Summary

●Extensive experience with streaming video, over-the-top (OTT) devices (Chromecast, Android TV, AppleTV, Roku, Fire TV, PlayStation, Xbox, etc.), DFP video, DFP DAI, CDN and CCNA, SaaS, enterprise applications, internet infrastructure, web solutions (implementation, configuration, deployment, optimization), mobile, storage, analytics and reporting.

●Skilled in various networking environments: servers; clients, and routers, UNIX internals, TCP/IP, databases, mobile development, and vulnerability management

●Knowledge of Google, Microsoft, Sun Technology and products; Java, JavaScript, UNIX Shell Scripts, Mac Solaris, Linux, Windows; SalesForce, ERP and CRM, Jira, Splunk, Titanium Studio, Android and iOS

●Proficient with Excel, HTML, XML and API

PROFESSIONAL EXPERIENCE

Technical Account Manager, Accenture/Google, Mountain View, CA 5/15 - present

Support and manage 24/7 linear, live streaming, and VOD content (SaaS / Cloud Solutions) deployed on Google’s Ad Serving Platform for their largest partners in the television and distributor space using Mobile and Over The Top (OTT) devices : CBS interactive, CBS Sports, CBS News, Fox News, TF1, M6, AMC Networks, A&E Networks, CWTV, etc

●Lead point of contact for pro-active support for over 150 marquee live events (NFL Playoffs, SEC College Football, Euro Cup, PGA Tour, etc.)

●Work with partners to continually optimize their existing integrations

●Accurately deliver insight and analytics for partners integrations

●Continuously monitor partners for anomalies, spikes through various dashboards and responsible for associated post communication

●Submitted over 100 bugs/feature requests to enhance product functionality and stability

●Resolved over 200 customer issues by troubleshooting video stream and ad insertion issues on various Mobile and OTT devices using Charles Proxy, WireShark and WebSPY

●Provided alerts for upcoming events to Operations and Engineering teams for capacity planning

●Created post event summary reports for internal and partner business reviews

●Mentored and supported the onshore and offshore vendor team

●Played a critical role in helping us grow our existing accounts and relationships but also in helping us expand into new territories

●Worked closely with Sales to identify up-sell opportunities

Technical Account Manager, Appcelerator, Mountain View, CA 6/14 – 2/15

●Conducted post sales implementations, on-boarding, and customer training

●Managed both the pre and post sales (proactive and reactive) relationship for maintaining customer satisfaction and improving Net Promoter Score (NPS)

●Provided technical sales demos and executed POCs with potential clients

Technical Account Manager, WhiteHat Security, Santa Clara, CA 4/09 – 5/14

Managed customer service for Gold and Platinum support clients

●Tested security vulnerabilities and generated health checks showing security posture

●Built and managed trusted adviser relationships with top tier clients, acting as their internal advocate within WhiteHat

●Enhanced internal communications between departments to improve customer service

●Collaborated with Engineering and Product Management to improve products and fix bugs

●Worked closely with Sales to identify up-sell opportunities

Technical Support Specialist, Google, Mountain View, CA 7/04 – 3/09

●Provided technical support to large base of Google Earth customers via email, phone, chat, and Help Group.

●Integrated 3rd party technologies such as graphics card drivers and applications in multiple customer environments

●Improved workflow and team efficiency for Customer Wait Time for email and Avg Chat Time for chat support

●Spearheaded creation and implementation of Google Earth Forum aka user-to-user group

●Responsibilities included project management, efficiency improvements, and content development

Technical Support Specialist, Nokia, Mountain View, CA 5/02 - 6/03

●Supported Nokia’s router/firewall solution for internal customers

●Researched and implemented information design needs for customer documentation, knowledge database, Installation Guide, and Reference guides through major software development releases for router products such as IPSO-3.6NET, IP3400, and FlexiRouter

Also, worked at a few other companies in the San Francisco bay area.

EDUCATION

M.S. in Computer Engineering: Syracuse University, Syracuse, NY

B.S. in Engineering: Walchand College of Engineering, Shivaji University, India

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