Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Accomplishments
Timeline
Generic

Farhan Khan

Technical Support Manager
Pune

Summary

Over 18 years of diverse experience in IT Security and Product Support, Enterprise Support & Services, and Incident Coordination. Proven track record in managing security protocols, providing top-notch client support, and coordinating incident responses. Dedicated to staying ahead in the evolving field of IT security for optimal organizational protection.

Overview

18
18
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work History

Technical Support Manager

Qualys
05.2020 - Current
  • Led a team of Technical Support Specialists to deliver exceptional support services, resolving customer issues efficiently and ensuring alignment with company quality standards.
  • Collaborated closely with Engineering, Operations, Site Reliability/Platform, and Signature teams to streamline issue resolution processes, ensuring seamless support for enterprise clients.
  • Partnered with the Engineering and Signature teams to enhance product quality by addressing existing bugs, contributing to the development of robust solutions, and recommending new features in collaboration with the Product Management team to meet evolving customer needs.
  • Oversaw the implementation of support workflows, improving response times and operational efficiency through effective coordination with cross-functional teams.
  • Provided training and mentorship to team members, fostering a culture of continuous improvement and technical expertise to maintain high support standards.
  • Served as the escalation point for critical customer issues, maintaining clear communication with stakeholders to ensure transparency and timely resolutions.
  • Contributed to the creation of technical documentation and support resources, ensuring accurate knowledge sharing across teams and enhancing self-service capabilities for clients.
  • Monitored support performance metrics, identifying trends and implementing strategies to optimize team productivity and customer experience.

DM OPS - System Administrator III (L4)

CompuCom
03.2016 - 04.2020
  • Handled a Team of 28 associates providing services in the domains of Firewall, Endpoint Security, SIEM and Cisco ISE
  • Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures.
  • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
  • Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
  • Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.
  • Lead employees to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment.
  • Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.
  • Design Scope of support for new contracts includes Designing and implementing Endpoint Solutions; Plan, execute, and manage the integration of new applications into existing network infrastructure, systems and software throughout the enterprise.
  • Encourage the Team to follow the ITIL process and documentation at the time of handling incidents.
  • Gather feedbacks from the teams performing POC for any new product in the Endpoint Security realm
  • Work closely with the Transition lead in reviewing RACI, SOP SOW, etc. at the time of new project transitions
  • Maintain SLAs and contracted compliance baselines for Projects and Deliver Client set deliverables in the stipulated period.
  • Work in conjunction with the SCCM Team Leads at the time of Deployments and create required documents, CRs and ticketing tasks to acquire CAB approvals.
  • Review performance data that includes activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
  • Communicate regularly with other managers, the director and other designated contacts within the organization.
  • Perform other duties and responsibilities, as assigned.

Sr.Technical Support Engineer

Symantec
05.2011 - 03.2016
  • Worked for Platinum clients like Reliance communication, IBM, HCL, Airtel for their project implementation during their initial stages of implementation.
  • Provided Technical Support for Symantec products that included Anti-Virus, HIPS, Application Firewall, Whole Disk Encryption, Cloud Security Solutions, Network access controls.
  • Required collaboration with internal teams mostly engineering in identifying product defects, designing solutions, and testing.
  • Document all customer interactions and resolutions in the existing case management systems.
  • Actively contributed to our technical knowledge base, online community, and other technical documentation platform.
  • Handle Tier 1 and Tier 2 Escalations, conduct regular Trainings and Mentor the New Hires.
  • Setup Virtual Labs for testing and reproducing existing Product issues.

Senior Technical Support Engineer (L3)

Cisco CBG
11.2007 - 05.2011
  • Worked for Platinum clients like Reliance communication, IBM, HCL, Airtel for their project implementation during their initial stages of implementation.
  • Provided Technical Support for Symantec products that included Anti-Virus, HIPS, Application Firewall, Whole Disk Encryption, Cloud Security Solutions, Network access controls.
  • Required collaboration with internal teams mostly engineering in identifying product defects, designing solutions, and testing.
  • Document all customer interactions and resolutions in the existing case management systems.
  • Actively contributed to our technical knowledge base, online community, and other technical documentation platform.
  • Handle Tier 1 and Tier 2 Escalations, conduct regular Trainings and Mentor the New Hires.
  • Setup Virtual Labs for testing and reproducing existing Product issues.

Education

MBA - Information Systems

Periyar University
01.2014 - 01.2016

Skills

  • Effective leadership
  • Team Management
  • Service Delivery Management
  • Project Transitions
  • Vulnerability Assessment tools
  • Anti-Virus and Endpoint Security solutions
  • Host Intrusion Prevention & Detection solutions
  • Host & Network Firewalls
  • Whole Disk Encryption solutions
  • Endpoint Detection and Recovery (Symantec ATP)
  • Web Security Service (Symantec WSS)
  • SCCM and other deployment solutions
  • Vulnerability Assessment tools

Certification

Symantec Technical Specialist Security+ CCNA (Routing and Switching)

Personal Information

  • Date of Birth: 01/28/87
  • Gender: Male

Accomplishments

    Received employee of the year award at CompuCom.

Timeline

Technical Support Manager

Qualys
05.2020 - Current

DM OPS - System Administrator III (L4)

CompuCom
03.2016 - 04.2020

MBA - Information Systems

Periyar University
01.2014 - 01.2016

Sr.Technical Support Engineer

Symantec
05.2011 - 03.2016

Senior Technical Support Engineer (L3)

Cisco CBG
11.2007 - 05.2011

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Farhan KhanTechnical Support Manager