Experience

• 

  Solution services pvt. ltd.

  Aug 2016 - Jul 2017

  Network engineer
• 

  Sophos

  Aug 2017 - now

  • Serve as the primary point of contact for designated partners and customers, building and nurturing long-term relationships based on trust, collaboration, and mutual success.• Conduct regular meetings, business reviews, and technical workshops with partners and customers to understand their business objectives, security requirements, and technical challenges.• Act as a trusted advisor and subject matter expert, providing strategic guidance, best practices, and insights on network security, endpoint security, vulnerability assessment and management, and risk management.• Collaborate closely with partners and customers to define, plan, and execute the deployment of network security and endpoint security solutions, ensuring successful implementation and integration with their IT infrastructure.• Conduct thorough assessments of partners' and customers' cybersecurity posture, identifying vulnerabilities, gaps, and areas for improvement, and recommending tailored solutions to mitigate risks.• Provide technical guidance and assistance during solution configuration, troubleshooting, and optimization, ensuring maximum effectiveness and ROI for deployed security technologies.• Work closely with partners and customers to develop and implement comprehensive risk management strategies, aligning security initiatives with business objectives and regulatory requirements.• Collaborate closely with internal teams, including Sales, Product Management, Engineering, and Support, to ensure alignment of customer needs and priorities with company objectives and product roadmaps.• Act as the voice of the customer within the organization, advocating for product enhancements, feature requests, and support requirements based on partners' and customers' feedback and experiences. Show less • Conducting comprehensive audits of technical support interactions, including phone calls, emails, chat sessions, and remote sessions, to evaluate adherence to company standards, procedures, and customer service guidelines. • Reviewing support cases and tickets to ensure accurate documentation, proper issue escalation, timely resolution, and effective communication with customers. • Analyzing customer feedback, survey results, and performance metrics to identify trends, areas for improvement, and training needs within the technical support team. • Collaborating with Technical Support Managers and Team Leads to develop and implement quality improvement initiatives, training programs, and process enhancements to optimize the customer support experience. • Providing constructive feedback and coaching to technical support representatives, highlighting strengths and areas for development to foster continuous improvement and professional growth. • Monitoring key performance indicators (KPIs) and quality metrics related to technical support operations, tracking progress towards goals, and identifying opportunities for performance optimization. • Participating in cross-functional meetings and initiatives to promote collaboration, knowledge sharing, and alignment between technical support, product development, and other departments. • Maintaining up-to-date knowledge of industry best practices, emerging technologies, and trends in technical support methodologies, contributing insights and recommendations for process improvements.Generating comprehensive reports and presentations summ Show less • Providing expert technical support to customers/partners via phone, email, and remote sessions, troubleshooting complex issues related to firewalls, UTM, intrusion detection/prevention systems, VPNs, Email and Web Gateway security solutions.• Collaborating closely with customers to understand their specific needs and challenges, offering tailored solutions and best practices to maximize the effectiveness of their cybersecurity defenses.• Conducting in-depth analysis of network traffic and security logs to identify and mitigate potential security threats, ensuring proactive threat detection and response.• Assisting with the installation, configuration, and deployment of Sophos security products, ensuring proper integration with clients' existing IT infrastructure.• Documenting and maintaining detailed records of support interactions, including issue resolution steps, configurations, and customer communication, to facilitate knowledge sharing and continuous improvement.• Providing timely updates and escalation of unresolved issues to internal teams, including Engineering and Product Management, to ensure prompt resolution and customer satisfaction.• Contributing to the development of technical documentation, training materials, and knowledge base articles to empower customers and internal stakeholders with self-service resources. Show less

  • Technical Account Manager

    Jul 2022 - now

  • Technical Auditor

    Oct 2019 - Jul 2022

  • Technical Support Engineer

    Aug 2017 - Sept 2019