Kairav Shah
Summary
Experienced leadership professional with a strong track record of guiding teams, enhancing customer relationships, and driving retention. Proven ability to handle both technical and managerial escalations, earning recognition for reliability and flexibility. Skilled in fostering a productive and cohesive team environment. Ready to leverage expertise to exceed organizational goals and drive success.
Overview
9
9
years of professional experience
Work History
Team Lead, Technical Support
Sophos
02.2023 - Current
- Leading and supervising a team of 12 L2 Engineers.
- Assist and guide the team on technical problems and bottlenecks.
- Engage in the support escalations and lead them from a Technical and Managerial standpoint.
- Review the troubleshooting approaches of the Technical Support Engineers and share the feedback if needed.
- Ensure that the KPIs of all the team members are met.
- Foster positive business relationship with customers and partners and advise them during complex deployments.
- Manage Support Operations, identify the operative challenges and redesign the processes to overcome them
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Increased customer satisfaction by ensuring timely resolution and adherence to high-quality standards.
Technical Support Engineer
Sophos Technologies Pvt. Ltd
01.2019 - 01.2023
- Worked at different levels of technical support like L1, L2 and SrL2 Technical Support Engineer throughout this period.
- Primarily responsible to provide technical support to Sophos Customers and Partners who reach out for Support of Sophos's network and security products like Sophos Firewall, UTM9, Sophos Email Gateway, Sophos Wireless, Sophos Phish Threat, etc.
- Replicate customer issues in a test environment to provide root cause analysis on customer issues.
- Actively help mentor L1 engineers on cases in real time via joint remote sessions and conference calls.
- Triage the cases with L3 (Global Escalations Specialists) team and further escalate the cases that require additional analysis.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conduct Technical Trainings for the team members on various modules.
IT Support Executive
Fedora Solutions
03.2017 - 01.2019
- Managed the Infrastructure consisted of around 700 Laptops; around 20 different types of Servers, more than 30 Switches, Cyberoam and Sophos Firewall, McAfee EPO, VoIP devices and a few Network Printers.
- Providing Level 2 support regarding System issues, Network Issues, Application issues, etc.
Tech Support Associate
Azure Knowledge Corporation
12.2016 - 03.2017
- Provided technical assistance to more than 500 users across the globe.
- Deployed and managed different types of VoIP dialers, firewalls, NAS devices, etc.
Hardware Support Engineer
Advantmed, LLP
10.2015 - 12.2016
- Worked in an environment of more than 1300 users and managed around 1500 systems and laptops.
- Provided L1 and L2 support to more than 400 remote users in USA, Philippines, Puerto Rico.
- Managed and maintained policies to ensure that the organization is compliant to HIPAA compliance.
Education
Master of Science - IT - Infrastructure Management Services
School of Science
Gujarat University06.2019
Bachelor of Commerce -
H.A. College of Commerce
Gujarat University06.2017
Skills
- Problem Solving
- Strong Technical Troubleshooting
- Team Leadership Skills
- Quality Customer Support
- Excellent Communication Skills
- Mentoring and providing technical guidance
- Customer relationship management
- Customer account management
Additional Information
- Extensive knowledge of firewall technologies and advanced packet processing and scanning methodologies.
- Expertise in implementing web and application filters using deep packet inspection (DPI).
- Skilled in network traffic monitoring and threat mitigation using Intrusion Prevention Systems (IPS) and Advanced Threat Protection (ATP) modules.
- Strong expertise in email security frameworks, including anti-spam, anti-phishing, and data protection techniques.
- Experienced in wireless security, including securing Wi-Fi networks and applying encryption standards.
- Practical experience with virtualization technologies, including OpenStack, Hyper-V, and VMware ESXi, to optimize and manage virtualized environments.
- Hands-on experience with the deployment and management of scalable cloud infrastructures on AWS and Azure.
- Well-versed with deployment and administration of various Linux and Windows servers.
Timeline
Team Lead, Technical Support
Sophos
02.2023 - Current
Technical Support Engineer
Sophos Technologies Pvt. Ltd
01.2019 - 01.2023
IT Support Executive
Fedora Solutions
03.2017 - 01.2019
Tech Support Associate
Azure Knowledge Corporation
12.2016 - 03.2017
Hardware Support Engineer
Advantmed, LLP
10.2015 - 12.2016
Master of Science - IT - Infrastructure Management Services
School of Science
Bachelor of Commerce -
H.A. College of Commerce
Similar Profiles
ALIASGAR CHATIWALAALIASGAR CHATIWALA
Network Security Engineer (L1-2) at SophosNetwork Security Engineer (L1-2) at Sophos
Shiva BhaviniShiva Bhavini
Senior Engineering Manager at SophosSenior Engineering Manager at Sophos
Shiva BhaviniShiva Bhavini
Senior Engineering Manager at SophosSenior Engineering Manager at Sophos