Skills & Expertise (32)
Work Experience
Head - Technical Support - India
Rain Maker Distribution Private Limited
May 2016 - Mar 2020
Led nationwide support operations, managing 10 tech engineers. Conducted enterprise POCs and product demonstrations. Supported enterprise presales engagements. Delivered technical awareness programs and partner training. Coordinate with the vendor developers and escalate the issues to them via the ticketing system (JIRA). Testing the newly implemented features in a real-time scenario.
Senior Area Manager – Technical Support for Eastern India
K7 Computing Private Limited
May 2013 - Apr 2016
Managed enterprise and SME security deployments. Supported sales teams during enterprise deal closures. Managed tech calls of channel partners/end-customers. Handling support queries coming from the sales team. Executing a product awareness program/product training. Handling demonstrations for channel partners.
Area Manager – Technical Support for Kolkata
K7 Computing Private Limited
May 2011 - Apr 2013
Delivered partner technical support and training. Conducted product demonstrations and POC implementations.
Senior Support Engineer – Consumer (In-house team)
K7 Computing Private Limited
Jul 2025 - Present
Manage 60+ L2 escalation cases and 100+ partner / customer tickets monthly. Maintain near 90% SLA compliance and ensure case closure. Perform malware analysis and false positive/negative validation. Assist sales teams with technical presales consultation and troubleshooting. Handling issues coming from various e-commerce marketplaces. Coordinate with QA and engineering teams for issue resolution. Threat Landscape Advisory – Educated customers and partners arranging training programs on the latest and modern threat trends, attack vectors like ransomware, AMSI-based attacks, and mitigation strategies using K7 threat intelligence.
Partner Support Manager – Consumer Team
K7 Computing Private Limited
Apr 2020 - Jun 2025
Provided tech support to 200+ partners monthly across India. Conducted product demonstrations and partner training. Coordinate with QA team from issue reporting to resolution.
Support In-Charge – Eastern Region
Unistal Systems Private Limited
Apr 2008 - Apr 2011
Delivered technical demonstrations and troubleshooting of channel partners for Protegent, Kaspersky, BitDefender and other company products. Supported endpoint security of Kaspersky and Bitdefender. Coordinated with the escalation team for reported issues. Executing product awareness and partner training program. Performed data recovery and system diagnostics.
Education
Bachelor’s Degree (3 Years) – Graduate
- 2001 · Afghanistan
