Onkar Vibhute

About Onkar Vibhute

Proficient in professional customer communications and relationship management with…

Experience

1. Associate Support Engineer

   Fortra

   Jan 2024 — Present

   Develop expertise in the product form zero knowledge to support customer’s end to end on company’s SaaS product within two months. Working on cases escalated by customers and automated tools over Zendesk.• Monitoring for the sensors in alarm in Heimdall.• Researched client issues and questions about company products promptly and followed up with the written and/or verbal communication with recommendations and action plans.• Resolving technical issues by communicating the analysis to the customers in a timely manner and in accordance to with customer specifications.• Worked with customers to identify additional use cases and deploy products into new environments including on-premises and cloud-based.(AWS, Azure, GCP).• Coordinated with customer success managers to ensure priority requests were handled appropriately and the ensure customer satisfaction.• Demonstrated expertise in enhancing cross-functional collaboration by ensuring seamless communication between teams and stakeholders to resolve technical challenges promptly.• Performed troubleshooting on Ubuntu/CentOS/Alma Linux based appliance fleet when issues arose that required manual intervention.• Passionate about delivering outstanding quality service, identifying improvement opportunities to enhance customer experience, security value, and operational efficiency.• Delivered virtual training sessions to customers, strengtheningtheir understanding of the products and services while maximizing their value.• Gained hands-on experience with Alert Logic products and services, with skills in networking, Linux, Windows, and information security fundamentals.• Resolved technical issues involving key features such asConnectors, Application Registry, and Endpoint Event Processing (EEP) with a focus on security outcomes.• Monitored and managed the basic functionality of agents, log appliances, and network components while escalating critical issues as required.

Education

• N B Navale Sinhgad College of Engineering, Solapur (NBNSCOE ,Solapur)

  Bachelor of Engineering - BE

  2013 — 2018