About
Technical Support Engineer with 1.5+ years of experience providing remote support, troubleshooting hardware/software issues, and supporting enterprise IT environments. Skilled in incident handling, system maintenance, and resolving network-related issues. Experienced in supporting global clients and ensuring smooth IT operations across Windows and macOS platforms.
Skills & Expertise (27)
Work Experience
TSE Intern
Sophos Technologies Pvt Ltd
May 2024 - Jan 2025
Assisted in frontline IT support operations, resolving user issues and supporting system troubleshooting in a fast-paced environment. Used Salesforce CRM for ticket logging, tracking, and maintaining detailed case documentation. Supported troubleshooting across Windows, macOS, and mobile environments. Gained hands-on experience in customer communication and issue handling under supervision.
Python/Django Intern
Brainy Beam
Jul 2023 - Aug 2023
Implemented Python and Django project that automates the delivery of blood reports to provide patients with data-driven health insights alongside their clinical results.
Technical Support Engineer
Sophos Technologies Pvt Ltd
Jan 2025 - Mar 2026
Provided first-level remote technical support to enterprise clients, troubleshooting hardware, software, system, and network-related issues involving TCP/IP, DNS, HTTP/HTTPS, and VPN connectivity. Managed support tickets with accurate documentation, timely resolution, and proper escalation of complex incidents, following structured incident management processes. Conducted triage, investigation, and root cause analysis of security and system incidents using EDR/XDR tools and advanced troubleshooting utilities. Monitored and analyzed security logs using Logz.io (ELK-based SIEM platform) to identify anomalies, detect potential threats, and support incident response activities. Configured and supported endpoint security and management solutions (Sophos Central, Sophos Mobile) for policy enforcement, threat detection, and device management. Assisted in identifying vulnerabilities and supporting mitigation efforts by analyzing system behavior and security alerts in endpoint environments. Troubleshot OS-level security issues across Windows and macOS, including processes, memory, file systems, and registry, along with network-related investigations. Applied knowledge of common threats such as malware, phishing, and unauthorized access while aligning investigations with MITRE ATT&CK framework concepts (basic understanding). Collaborated with cross-functional teams and communicated effectively with global clients to ensure timely incident resolution and high customer satisfaction.
Trainee
SAP Code Unnati Internship
Feb 2023 - May 2023
Actively Contributed to Diverse Projects utilizing Machine Learning and Internet of Things to solve complex challenges and drive innovation.
Project Intern
BISAG-N
Dec 2023 - Apr 2024
Learned and worked on a Text Summarization Project Using Machine Learning, NLP and Python.
Education
B.Tech in Computer Science - Parul University
- · Afghanistan
Certifications
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Skills (27)
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