Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Anand Patel

Milton,Ontario

Summary

Results-driven cybersecurity and network support professional with over 9 years of experience managing critical incidents, resolving technical escalations, and supporting enterprise infrastructure. Known for clear communication, a collaborative approach, and mentoring team members to success. Now looking to bring this blend of technical know-how and people skills into a Customer Success Manager role—helping clients succeed through strong relationships and reliable support.

Overview

9
9
years of professional experience

Work History

Senior Technical Support Engineer Level 2 – NSG

SOPHOS INC
06.2019 - Current
  • Handle L2 escalations on UTM, Sophos Firewall, Switch, and Central modules: Email, Wireless, ZTNA.
  • Escalate complex issues and bugs to the Global Escalation Team as needed.
  • Manage high-impact incidents and ensure resolution with minimal disruption.
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Mentor team members and triage support cases for efficiency.
  • Conduct ongoing training and bridge sessions to upskill support staff.

Technical Support Engineer Level 1 – NSG

SOPHOS INC
07.2016 - 06.2019
  • Provided implementation support and troubleshooting for UTM, Sophos Firewalls and Central modules.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Maintained strong customer satisfaction through efficient and accurate support delivery.

Education

Bachelor - Information & Technology

Gujarat Technological University
India
06-2015

Skills

  • Network security management
  • Email security management
  • Familiarity with network simulation and analysis tools
  • Experience with AWS and Azure cloud solutions
  • Teamwork and collaboration
  • Problem-solving
  • Analytical thinking
  • Customer service
  • Client communication

Languages

English
Full Professional
Hindi
Native or Bilingual

Certification

- CCNA (Cisco Certified Network Associate)

- Sophos Certified Architect – Sophos Firewall and UTM9

- Sophos Certified Engineer – Sophos Central (NSG)

Timeline

Senior Technical Support Engineer Level 2 – NSG

SOPHOS INC
06.2019 - Current

Technical Support Engineer Level 1 – NSG

SOPHOS INC
07.2016 - 06.2019

Bachelor - Information & Technology

Gujarat Technological University

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Anand Patel