Chirag Vaja
Team Leader
Porbandar, Gujarat
Summary
Dynamic and accomplished Technical Support Manager with a robust track record spanning over 5 years as a Technical Support Engineer (across L1, L2, and SME tiers) followed by 4 years in team leadership and management roles. Renowned for driving excellence in customer service and adeptly resolving intricate technical challenges within demanding and evolving environments. Proficient in orchestrating the implementation and refinement of support protocols to optimize operational efficiency and elevate client satisfaction levels. Skilled in fostering collaborative relationships with multifaceted teams and stakeholders to realize strategic organizational objectives. Possessing exceptional leadership acumen and communication prowess to inspire and guide team members towards sustained success. Actively pursuing a stimulating Technical Support Managerial position to leverage my expertise in catalyzing continuous enhancement across support frameworks.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Senior Team Leader
Sophos India Pvt. Ltd.
Ahmedabad
04.2020 - Current
- Supervising the work of a team of Technical Engineers and responsible for the implementation and maintaining the Technical support standards, policies, processes, and procedures.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching Organization goals.
- Lead the team of 30 members(L1s and L2s) while providing exceptional customer service.
- Assisted with new hire processing and existing training programs.
- On-boarded around 200+ engineers and assisted them from Hiring to on floor production.
- Conducted various trainings including Process, Technical, Customer success and mentored team to promote productivity and commitment to friendly service.
- Participated in cross-functional team-building activities.
- Central point of contact for the resolution of difficult or complicated outages/challenges; provide timely response to customer escalations.
- Maintaining high customer satisfaction scores.
- Looking after the Engineers’ shift management and leave management and assisting the manager to perform each engineer’s appraisal through PMS.
- Preparing various reports for analyzing each engineer’s productivity and to measure team’s overall performance.
- Ensure Service Level Agreements are being met, to effectively measure team performance and are aligned with the needs of the business.
Technical Support Engineer L2-3
Sophos India Pvt. Ltd.
Ahmedabad
11.2017 - 04.2020
- Served as primary point of contact for support relating to owned solutions and products.
- Performed root cause analysis of reported issues to enact corrections.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Responded to approximately 5-8 user support calls each day regarding network issues to correct problems, check functionality of resolutions and document summary support provided.
- Effectively managed variety of mission-critical network tasks, which included vulnerability and application patching.
Technical Support Engineer L1-1/2
Sophos India Pvt. Ltd.
Ahmedabad
06.2015 - 11.2017
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Produced system configurations and procedural documentation with network diagrams
- Configured routers, switches, firewalls, wireless controllers, access points and all communication hardware to deploy and manage LAN, WAN, and wireless networks.
- Engaged in on-call / Chat /Remote rotation to provide consistent service to over N number of customers
Education
MBA-IT - Specialized in Financial Mngt And Network Security
Semcom College
Anand, Gujarat 04.2013 - 04.2015
Bachelor of Science - Information Technology
CCSIT College
Junagadh, Gujarat 04.2010 - 04.2013
Skills
Strong decision making and problem-solving
Accomplishments
- Certified Ethical Hacker (CEH) v8
- CISCO Certified Network and Security Associate (CCNA)
- SolarWind Certified Professional
- Cyberoam Certified Network & Security Professional (CCNSP)
- Cyberoam Certified Network & Security Expert (CCNSE)
- Sophos Certified Support: Sophos Firewall
- India Leader of the Global Fun Team Sophos.
Personal Details
- Name : Chirag Vaza
- Gender : Male
- Religion : Hindu
- Nationality : Indian
- Marital Status : Married
- Date of Birth : 29/01/1993 (DD/MM/YYYY)
Timeline
Senior Team Leader
Sophos India Pvt. Ltd.
04.2020 - Current
Technical Support Engineer L2-3
Sophos India Pvt. Ltd.
11.2017 - 04.2020
Technical Support Engineer L1-1/2
Sophos India Pvt. Ltd.
06.2015 - 11.2017
MBA-IT - Specialized in Financial Mngt And Network Security
Semcom College
04.2013 - 04.2015
Bachelor of Science - Information Technology
CCSIT College
04.2010 - 04.2013
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