Bita Khoshroo

Cyber Security Technical Support Engineer @Sophos

Ottawa, CA

Providing technical support by troubleshooting, identifying, fixing, escalating problems related to networking & security. Currently handling Sophos\' security products including Sophos cloud (Sophos Central) and on-premise versions of Sophos Anti-Virus (Enterprise console), Intercept-X (Ransomware protection), Sophos Virtual Environment and Sophos Phish Threat.• Strong skills in analyzing and escalating the problems if required to the higher level• Assisting higher-level engineers to identify the behaviors of new issues by documentingtroubleshooting task notes attached to the details of the telephone conversation, remote sessionfeedback, and screen captures.• Closely working with the team lead and other team members to provide quick resolutions tocustomers.• Performing software deployments, upgrades, and patches.• Capable of identifying false positives and assist customers to take necessary actions.• Take ownership of overall customer satisfaction, identifying high-risk situations and taking immediate actions.• Troubleshooting, replicating and analyzing different issues on Windows, MAC, and Linux endpointsand servers• Efficient in managing email and telephone cases at the same time.

Islamic Azad University

Bachelor's degree

Tarbiat Modares University

Master's Degree