MAHEEDHAR KOTA
Montreal,QC
Summary
Dedicated and adaptable Senior Network Engineer with over three years of experience at Sophos, specializing in network security solutions. Rready to leverage my technical and customer-focused background to drive success as a Customer Success Manager.
Proven ability to deliver exceptional customer experiences through strong communication, technical expertise, and collaboration with cross-functional teams. Demonstrated success in understanding customer pain points, driving issue resolution, and coordinating with Sales, Professional Services, Implementation teams, Migration desks to ensure customer satisfaction. Hardworking and solution-oriented, with a strong understanding of Sophos products and a consistent record of exceeding performance metrics.
Overview
4
4
years of professional experience
Work History
Senior Network Support Engineer(L1)
Sophos Inc.
01.2022 - Current
- Delivered expert technical support for Sophos network security solutions, addressing complex customer issues with precision and efficiency.
- Developed a deep understanding of customer challenges and provided proactive solutions, earning high satisfaction ratings.
- Collaborated with the Sales team to identify upselling opportunities and ensure alignment with customer goals.
- Differentiated between support issues and cases requiring Professional Services or Implementation teams, ensuring swift and effective resolutions.
- Acted as a key knowledge resource for the team, mentoring junior engineers and contributing to the development of internal documentation.
- Maintained a consistent track record of strong performance, exceeding quarterly KPIs and contributing to team success.
- Developed tailored solutions for customers by empathizing with their challenges and leveraging available tools to meet requirements with constraints.
Technical Service Desk Analyst (Remote)
Royal Bank of Canada
09.2021 - 01.2022
- Provided first-level technical support to employees across the organization, addressing system, application, and network issues for a globally distributed workforce.
- Assisted employees responsible for delivering banking services and solutions, including support for in-house developed applications, banking equipment, and development environments.
- Diagnosed and resolved technical issues efficiently, ensuring minimal disruption to employees supporting critical banking operations.
- Effectively communicated technical solutions to non-technical users, ensuring employees could quickly resume their roles in supporting banking customers.
Client Experience Center Staff
Dalplex
03.2021 - 12.2021
- Acted as the first point of contact for inquiries, resolving issues and ensuring enhanced service delivery for diverse stakeholders, university and community events.
- Assisted in coordinating logistics for sports events, ensuring smooth operations and addressing attendee needs promptly.
- Maintained detailed knowledge of facility offerings, policies, and schedules, effectively communicating this information to users.
- Handled administrative tasks, including managing memberships, booking services, and processing payments, while maintaining accurate records.
Graduate Student Teaching Assistant
DALHOUSIE UNIVERSITY
01.2021 - 05.2021
- Mentored graduate students, providing guidance on networking concepts to help achieve academic goals through tailored support and guidance.
- Assisted in delivering course content and lab exercises, fostering a collaborative and supportive learning environment.
- Graded assignments and exams, offering detailed feedback to help students improve their skills and understanding.
- Facilitated group discussions, encouraging student engagement and participation in practical networking tasks.
Education
Master of Engineering - Internetworking
Dalhousie University
Halifax, NS07.2021
Bachelor of Technology - Electronics And Communication Engineering
JNTUK-University College of Engineering
Vizianagaram, India05.2019
Skills
- Technical Expertise in Network Security Products
- Customer-Centric Problem Solving
- Collaboration Across Teams
- Mentorship and Team Support
- Proactive Issue Management
- Data-Driven Decision Making
- Effective Communication
- Adaptability and Learning
- Documentation and Knowledge Sharing
Languages
Fluent in English
Timeline
Senior Network Support Engineer(L1)
Sophos Inc.
01.2022 - Current
Technical Service Desk Analyst (Remote)
Royal Bank of Canada
09.2021 - 01.2022
Client Experience Center Staff
Dalplex
03.2021 - 12.2021
Graduate Student Teaching Assistant
DALHOUSIE UNIVERSITY
01.2021 - 05.2021
Master of Engineering - Internetworking
Dalhousie University
Bachelor of Technology - Electronics And Communication Engineering
JNTUK-University College of Engineering
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