Neha Lokhande

* Provide expert troubleshooting and resolution of technical issues for Atlassian's largest and most sophisticated client base, guaranteeing minimal downtime and maximum uptime with 100% CSAT throughout.
* Frequently collaborate with cross-functional teams like Jira, Cloud Migrations team, Escalation Management team, to provide the best customer experience with minimum friction.
* Led and contributed to initiatives within the support organization to improve internal processes like Queue Management and PS Secondment experience working alongside cross-functional peers, Product Leads, and Program Managers.
* Serve as a global technical Champion for Server End of Life for CSS organization.
* Mentor for junior and new technical support staff, enhancing their skills and improving overall team performance and efficiency.
* Contribute to technical training material for Confluence troubleshooting for our Support Engineers.

• Provided technical support to Atlassian's diverse customer base, ranging from startups to enterprise corporations, maintaining a customer satisfaction (CSAT) score of over 80% throughout.
• Served as the full-time Queue Manager for the Confluence Priority team, elevating the team's Initial Response Time (IRT) score to above 90%.
• Mentored junior and new technical support staff, fostering skill development and improving overall team performance and efficiency.
• Identified bugs and feature requests, collaborating with development teams to implement fixes and influence product direction.
• Published external knowledge articles for customer self-help portals, enhancing access to information and support resources.

• Delivered end-to-end security solutions for data center, network, application, and cloud environments, ensuring a cohesive and integrated security fabric.
• Documented knowledge base articles on FortiGate (Fortinet's enterprise firewall) for internal teams, partners, and customers.
• Assisted in configuring access control lists (ACLs), data leak prevention, VPN setups, application control, and dynamic routing on FortiGate firewalls.
• Established high availability clusters and single sign-on configurations utilizing Windows Server logon events, while implementing monitoring, logging, and reporting tools such as FortiCloud, FortiManager, and FortiAnalyzer.
• Provided support for antivirus (AV) and intrusion prevention system (IPS) solutions to bolster defenses against known threats and zero-day attacks across various environments.