Sohail Sarwar

Sohail Sarwar, an accomplished customer service experience professional and leader, has held positions of increasing scope and responsibility. His experience encompasses the network and security industry, and he has developed and refined his skills in all areas of industry work while leading a myriad of successful initiatives.

A proactive and results-oriented leader, Sohail has led large-scale projects, supervised diverse, cross-functional teams, and has seen all initiatives to successful fruition. He has managed global customers and partners and has worked with teams and stakeholders in seeing each and every project to successful completion.

He has collaborated with multiple teams, including services, business units, and sales. He has mentored new and rising employees and managers, seeing them peak potential. He has also driven change and is proven in finding solutions that meet with consistent success.

His specialties include 24/7 technical support operations, customer service management, staffing, performance metrics, network planning for wide-scale deployments, critical situation management, and project management.

Overview:

Sohail Sarwar is an accomplished technical support professional with over fifteen years of experience. He is specialized in building and leading world-class technical support organizations. His background encompasses a wide range of areas such as team building, escalation management, process development, and customer relations.

Roles & Companies:

Director, Technical Support at MOTIVE (Formerly Keep Truckin), San Francisco, CA (Dec 2020 - Jul 2023)

• Managed daily technical support operations, staff training, and development.
• Implemented automation techniques for process improvements.
• Transformed support model to a PODs structure, significantly increasing CSAT and reducing resolution time.
• Developed and executed hiring and onboarding strategies.
• Decreased open-case backlog from 2,000 to 525.
• Led cross-functional teams and established internal SLAs and case prioritization frameworks.

Senior Manager, Customer Support at OKTA, San Francisco Bay Area, CA (Jun 2018 - Dec 2020)

• Managed a 24/7 team focused on customer activities, staff training, and new program implementation.
• Integrated ASA, OAG, Workflows, and Azuqua Support into Okta processes.
• Analyzed data using Salesforce and Excel to manage metrics.
• Implemented a Premium Support model and managed day-to-day operations.

Global Escalation Manager at VMWARE (Formerly Pivotal Software), Palo Alto, CA (Jul 2015 – Jun 2018)

• Managed global escalation activities and facilitated technical resources.
• Implemented SLAs for escalated cases and analyzed KPIs.
• Mentored and fostered professional growth within teams.

TAC Manager at RIVERBED TECHNOLOGY, Cambridge, MA (Nov 2013 - May 2015)

• Managed daily operations of the Global Technical Assistance Center (TAC).
• Implemented comprehensive technical training programs for support engineers.

Earlier Roles

• Staff Engineer at Riverbed Technology (Apr 2012 – Nov 2013)
• Escalation Engineer at Riverbed Technology (2008-2012)
• Senior Security Network Engineer/Security Analyst at Blue Cross Blue Shield of MA (2007-2007)

Education:

• Bachelor's Degree Courses in Computer Science at Roosevelt University, Chicago, Illinois.
• High School Diploma from the American School of the Hague, The Hague, Netherlands.

Core Strengths:

• Team Building and Leadership
• Escalation Management
• Process Improvement
• Customer Relations and Satisfaction
• Data Analysis and Metrics Management

Sohail has a proven track record of driving customer satisfaction and operational efficiency. His initiatives in various roles have led to substantial improvements in customer satisfaction scores, reduced case resolution times, and streamlined operations.

Recent Education Summary:

Bachelor Degree Courses in Computer Science: Completed relevant coursework in Computer Science at Roosevelt University, located in Chicago, Illinois. 

High School Diploma: Graduated from the American School of the Hague, located in The Hague, Netherlands. This foundational education would have equipped you with essential academic skills.

Achieved and held following Certifications:

Okta Certifications:

• Okta Certified Professional (OCP): 
• Okta Certified Associate (OCA): 
• Okta Certified Consultant (OCC): 

Microsoft Certifications:

• Microsoft Certified Professional (MCP): 
• Microsoft Certified Systems Administrator (MCSA): 
• Microsoft Certified Systems Engineer (MCSE):  

Check Point Certifications:

• Check Point Certified Security Administrator (CCSA): 
• Check Point Certified Security Expert (CCSE): 

Cisco Certifications:

• Cisco Certified Network Associate (CCNA): 
• Cisco Certified Network Professional (CCNP): 
• Cisco Certified Design Professional (CCDP):