Gaurav Gauba
@gauravgauba
Application Support Specialist at TOTAL MARKETING SUPPORT INDIA PVT. LTD. / DS SMITH who supported LockIT and mTivity across four regions.
IndiaWhat I'm looking for
At TOTAL MARKETING SUPPORT INDIA PVT. LTD. / DS SMITH, I supported the global SaaS applications LockIT and mTivity across AMEA, Europe, North America and LATAM. I handled application onboarding, configuration and license administration.
I investigated incidents and managed L2/L3 escalations, coordinating with cross-functional teams on resolution. I also developed Power BI dashboards for leadership reporting, including CSAT, FCR and TAT metrics.
At ZEND TALENT DEVELOPMENT, NOIDA, I supported SourceChain CRM through SQL and application administration tools. I managed customer and application support through Zendesk, created Power BI reports, and maintained knowledge-base content.
Earlier, I provided technical support for Salesforce-integrated mobile applications at ASTEGIC INFOSOFT PVT. LTD. and Microsoft Office Live at TELEPERFORMANCE (CRM SERVICE INDIA). I’m targeting remote-first roles with global technology and SaaS organisations.
Experience
Work history, roles, and key accomplishments
Application / Product Support Specialist
Total Marketing Support India Pvt. Ltd. / DS Smith
Nov 2021 - Jul 2026 (4 years 8 months)
Lead global SaaS application support for LockIT and mTivity across multiple regions. Manage onboarding, configuration, license administration, and develop Power BI dashboards for leadership reporting.
Assistant Manager – Client Services
Zend Talent Development
Dec 2018 - May 2020 (1 year 5 months)
Supported SourceChain CRM through SQL and application administration tools. Managed L2/L3 customer and application support through Zendesk, created Power BI reports, and coordinated with Development and QA teams.
Senior Technical Support Executive
Astegic Infosoft Pvt. Ltd.
Jun 2013 - Oct 2018 (5 years 4 months)
Provided technical support for Salesforce-integrated mobile applications including ScanBizCards and CircleBack. Managed L2/L3 support tickets using Zendesk and developed user analytics reports using CleverTap.
Global Test Centre Support Analyst
Prometric Testing
Jun 2012 - Dec 2012 (6 months)
Provided technical configuration and operational support for Windows-based testing centres. Supported live testing environments including TOEFL, PMP, and Microsoft programs.
Technical Support Associate – Microsoft Office Live
Teleperformance (CRM Service India)
Aug 2007 - Oct 2011 (4 years 2 months)
Delivered Tier 2/3 technical support for Microsoft Office Live applications. Supported account management, synchronization, and billing-related issues, and authored technical help content.
Education
Degrees, certifications, and relevant coursework
Nababharat Shiksha Parishad
Bachelor of Computer Applications, Computer Applications
Grade: 1st Grade
Bachelor of Computer Applications (BCA) with 1st Grade.
CMC Ltd.
Diploma, Software Technology
Grade: A Grade
Diploma in Software Technology with A Grade.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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