Kevin Grau

Digital TSM

Zscaler

Jan 2025 - Current (1 year 4 months)

Build and nurture relationships with key customer stakeholders and operational service owners to define and prioritize strategic alignment between customer objectives and Zscaler's goals. Offer technical guidance, product insights, and best practices for the integration and expansion of Zscaler solutions through the development of customized technical strategies. Provide technical expertise and organizational skills to manage escalations and coordinate resolutions with internal and external teams. Identify adoption insights and develop risk mitigation plans proactively to manage and protect assigned customer accounts. Participate in the creation and sharing of intellectual capital including training and best practice guides to enhance the C

SP-TAM

Zscaler

Jan 2024 - Dec 2024 (1 year)

As an SP-TAM, I owned the partner technical engagement, meeting weekly with partner leadership and operational teams to provide bespoke insights on how our service helps them achieve their business goals. I managed, escalated, and drove satisfactory resolution of clients' technical operational issues, while owning high-impact technical support tickets (CAP/DEFCON) for the partner. I oversaw the efficient resolution of partners' technical issues with the Zscaler platform and educated partners through knowledge transfers. Proactively driving security and operational best practices, I engaged cross-functionally to ensure the best experience for partners. I reviewed historical tickets to confirm that the partner delivered world-class L1/L2 supp

Product Support Engineer III

Zscaler

Dec 2021 - Jan 2024 (2 years 2 months)

Provided second-line phone/email consultation to debug complex security/network problems independently. Partnered with engineering and assisted the customer with testing and troubleshooting. Reproduced customer issues to verify problems and provided feedback to the Engineering and Operations team. Part of this required creating entries in our technical support online database to accurately document any incident resolution not found in our knowledge base. Developed ongoing training programs for the department and was a mentor to other engineers on advanced troubleshooting, debugging, and case management skills. Understood the product direction and customer use-cases and provide input on product and code changes through all points of the prod

Sr. Network Engineer

Auxis

Apr 2021 - Nov 2021 (8 months)

Provided L3 troubleshooting escalated support issues related to datacenter operations, WAN and LAN connectivity, routers, firewalls, security, and remote access solutions. Prepared a root cause analysis to maintain the quality & quantity of the required efforts per device according to established guidelines. Assisted as needed with the delivery of new client migrations & complex projects. Architect, design, deploy, maintain and lead the implementation of cloud & on premised datacenter solutions using multiple vendors. Managed complex technical problems. Provided monthly analytics reports of team performance & capacity. Monitored Clients networks by using different monitoring tools such as : PRTG, NCM, Scrutinizer, Nagios.

Sr. Support Engineer Tier3

Sykes

Dec 2017 - Apr 2021 (3 years 5 months)

Provided technical support to worldwide customers on Voice, Cloud, Hybrid, and DC environments (Webex on-prem and Cisco Teams). Helped customers to clarify their doubts and even to bring up deployments from scratch. Great knowledge in IOS and IOS-XE based platforms such as C3k, C4k, C6k, ASR, and CSR. Worked closely in escalations with the Engineering Team (BU). Developed great skills in Linux, Networking, and Cloud. Played a role as an escalation point due to my tier level. I started as Tier1 then got promoted to Tier2 and finally to Tier3.

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