Sai Kumar Setty Balija
Techincal Support Engineer L1-2 @Sophos
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WORK HISTORY
Techincal Support Engineer L1-2 @Sophos
Currently responsible for handling complex, long-aged cases while ensuring timely resolution and service-level agreementcompliance.Provide mentorship and technical guidance to team members to support faster case resolution and improve overall team productivity.Perform advanced troubleshooting for VIP customers and partners across all service channels through remote sessions, diagnosing andresolving network-related issues while minimizing downtime.Deliver dedicated technical support to North American and German partners and customers, consistently earning multiple Customer Championawards and Top Ten performance awards for exceptional service quality.w
EDUCATION
Lovely Professional University
Bachelor of Technology - BTech, Electronics and Communications Engineering
Sri Chaitanya College of Education
XII
St. Joseph's Convent High School Adoni
X
ABOUT SAI KUMAR SETTY BALIJA
Dedicated and customer-focused Network Security Engineer with over Four years plus of experience in securing and supporting enterprisenetworks through Sophos solutions. Possesses hands-on expertise with Sophos UTM and XGS firewalls, Zero Trust Network Access (ZTNA),Email Security products.Demonstrates a strong understanding of routing and switching protocols, firewall deployment, configuration, troubleshooting, andmaintenance.Strong experience in incident management and root-cause analysis, ensuring business continuity and meeting SLAs. Skilled in understandingcustomer needs, delivering tailored security solutions, and working with cross-functional teams to support implementation and troubleshootingwhile maintaining high customer satisfaction.
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