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Gaurav Barmase

@gauravbarmase

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Detail-driven Technical Support Engineer with 3 years of experience.

India

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What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and the chance to tackle challenging technical issues.

I am a result-oriented Technical Support Engineer with over three years of experience in the field. My expertise lies in monitoring premium support alerts and performing log analysis to resolve HTTP/S traffic flow issues. I have a proven track record of delivering high-quality support to a global customer base, consistently exceeding SLA targets and ensuring customer satisfaction.

At Akamai Technologies, I have honed my skills in collaborating with cross-functional teams to resolve incidents quickly and efficiently. I take pride in mentoring new engineers, guiding them through technical questions and case escalations, while also refining internal processes. My commitment to excellence is reflected in my ability to manage a high volume of incoming alerts, achieving a resolution rate of over 95% within the required timeframe.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer

Current

Akamai Technologies

Dec 2021 - Present (3 years 6 months)

Monitored premium support alerts and performed insightful log analysis to identify and resolve issues, collaborating with cross-functional teams to ensure efficient customer issue resolution. Successfully managed a high volume of incoming alerts with a 95%+ resolution rate, consistently exceeding SLA targets for first-response time by maintaining an average response of under 10 minutes.

Computer Networking DNS HTTP Technical Support Log Analysis Ticketing Systems Customer Service Problem Solving Cross Functional Team Management

Education

Degrees, certifications, and relevant coursework

Dr. Babasaheb Ambedkar Technological University

B.Tech, Electronics And Telecommunications

Completed a Bachelor of Technology degree with a focus on Electronics and Telecommunications. Gained foundational knowledge in electronic systems, communication principles, and related technologies.