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Nishit Panchal

@nishitpanchal

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Tier 2 Product Support Specialist at OpenText investigating Webroot endpoint security issues and EDR/MDR alerts.

Canada

Message

At OpenText, I provide Tier 2 support for Webroot Business Security, diagnosing product and configuration issues for enterprise administrators and endpoint users. I troubleshoot endpoint deployments, policy settings, malware remediation, and device identification issues.

I also review EDR/MDR alerts, security telemetry, and logs, coordinating complex cases with security and SOC teams. Previously, at OpenText / AppRiver, I handled more than 500 user inquiries monthly while maintaining 95% customer satisfaction and supported Microsoft 365 and hosted messaging environments.

Experience

Work history, roles, and key accomplishments

Current

Product Support Specialist (Tier 2)

Current

OpenText

Nov 2025 - Present (1 year)

Provide Tier 2 technical support for Webroot Business Security, diagnosing complex product and configuration issues. Troubleshoot endpoint agent deployment, policy configuration, malware remediation, and EDR/MDR alert investigations.

Webroot Endpoint Protection Malware Remediation EDR MDR DNS Security Security Awareness Training Phishing Simulations Troubleshooting Technical Escalation Case Documentation

Associate Technical Support Specialist

OpenText / AppRiver

Dec 2022 - Oct 2025 (2 years 10 months)

Resolved 500+ user inquiries per month with 95% customer satisfaction. Administered and troubleshot Microsoft 365, Exchange, SharePoint, Teams, Entra, and Defender environments for business customers.

Microsoft 365 Exchange SharePoint Teams Entra ID Microsoft Defender Email Troubleshooting Message Trace MXToolbox Windows MacOS Android Ticketing SLA

Assistant Store Manager

Dollar Tree

Nov 2021 - Nov 2022 (1 year)

Coached frontline employees, managed escalated customer concerns, and supported daily store operations.

Team Leadership Customer Service Store Operations

Network Security Engineer

SecurView

Dec 2017 - Feb 2019 (1 year 2 months)

Monitored client network security devices and analyzed security events using LogRhythm SIEM in a 24/7 SOC environment. Collaborated with a 20-person analyst team and created priority incident tickets.

LogRhythm Security Monitoring Incident Triage Networking DNS Ticketing SLA

Junior Security Engineer

Bito1 Techplode

Aug 2016 - Nov 2017 (1 year 3 months)

Monitored network devices and investigated suspected SQL injection, DDoS, malware, and phishing activity. Produced incident records, technical reports, and presentations for operational review.

Network Monitoring SQL Injection DDoS Malware Phishing Incident Response Technical Writer