Gaurav Sharma

Owned end-to-end resolution of complex, high-priority technical escalations, coordinating across engineering, product, and stakeholder teams to close P0/P1 issues. Built internal single-page applications and diagnostic tooling, and designed RESTful APIs and automated test suites to improve support workflows.

Led technical support for web developers, designers, and Master Partners as team lead, owning higher-tier escalations and product-defect diagnosis. Managed, motivated, and coached a team of 9 toward quality, productivity, and revenue targets, sustaining high customer-satisfaction scores.

Part of the Product Release and Quality Testing team, maintaining support deliverability across releases. Handled higher-level support requests, reported bugs, documented workarounds, and supervised the team toward improved support rankings and customer experience.

Provided high-skilled support to partners via web cases and live chat, serving as shift lead to maintain and prioritize workload. Performed UI and functional testing, monitored server status, and escalated urgent product-downtime issues.

Gathered and analyzed user requirements and wrote middle-layer components. Troubleshot software/hardware requests via email, phone, and ticketing, and supported customers through remote-desktop tools.

Designed and developed generic data-processing objects, database tables, schemas, triggers, and stored procedures. Improved SQL Server performance through indexing and authored unit, integration, and system test cases.

MBA from ICFAI University, completed from 2016 to 2018.

Completed the Future Leader Program at Harvard Business Publishing in 2017.

Bachelor of Engineering in Information Technology from the University of Rajasthan, completed from 2005 to 2009.