Open to opportunities

GAURAV VIKAS

@gauravvikas

Message

I resolve SaaS security support issues across installation, activation, connectivity, and performance.

India

Message

What I'm looking for

I'm seeking a Technical Customer Support Specialist role supporting SaaS applications and data products, where I can troubleshoot customer issues, manage tickets, collaborate on escalations, and work in a 24/7 rotational-shift environment.

At Teleperformance supporting Norton Security products, I resolve high-volume Tier 1/2 issues for global SaaS security software across Windows and Linux, covering installation, activation, connectivity, and performance.

I log and track cases with detailed troubleshooting history, reproduce customer issues, identify root causes, and escalate recurring defects to engineering teams. I maintain SLA compliance and strong CSAT through clear, empathetic communication in a fast-paced rotational-shift environment, supported by a B.Tech foundation in computer networks, operating systems, MySQL, networking, and Active Directory.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Executive

Current

Teleperformance

Feb 2025 - Present (1 year 7 months)

Resolved high-volume Tier 1/2 technical support issues for global SaaS security software, including installation, activation, connectivity, and performance problems across Windows and Linux. Accurately logged, tracked, and updated all cases in the ticketing system, ensuring detailed troubleshooting history and follow-up actions.

Ticketing Systems Root Cause Analysis Customer Support Windows Linux Networking Active Directory CSAT

Education

Degrees, certifications, and relevant coursework

Bengal College of Engineering and Technology

Bachelor of Technology, Computer Science and Engineering

Pursued a Bachelor of Technology in Computer Science and Engineering, with coursework in computer networks, operating systems, database management, and systems administration.