Open to opportunities

Prajwal Gurung

@prajwalgurung

Technical support specialist focused on email deliverability, authentication, web hosting, ISP and IaaS troubleshooting.

Switzerland

Message

What I'm looking for

I’m looking for a role where I own troubleshooting end to end—email deliverability, authentication, and SaaS/CRM integrations—while collaborating cross-functionally to improve system reliability and customer satisfaction.

I’m a technical support professional with 4+ years of experience specializing in email deliverability, authentication protocols, and SaaS platform support. I diagnose SPF, DKIM, and DMARC misconfigurations, EXIM mail server issues, DNS propagation failures, and SMTP authentication errors in production hosting environments. I also troubleshoot APIs and support CRM integrations, including Zendesk, Freshdesk, Jira, and Zoho.

In my roles, I’ve taken full accountability for resolution through structured ITSM workflows and detailed ticket documentation, often driving strong customer outcomes (about 90% first-contact resolution and 95% first-call resolution). I’ve improved reliability by coordinating escalations across teams and contributing to a 15% system reliability gain, and I’ve resolved 100+ cloud performance incidents to reach 98% client satisfaction. I’m self-directed, async-ready, and comfortable mentoring and triaging complex technical cases while maintaining high CSAT through clear communication to non-technical users.

Experience

Work history, roles, and key accomplishments

Technical Support Associate

Tech Mahindra

Sep 2024 - Dec 2025 (1 year 3 months)

Monitored service queues and escalated unresolved tickets based on SLA thresholds using structured ITSM workflows. Served as an Ignite Internet SME for escalation triage and mentored junior agents on advanced troubleshooting to sustain strong CSAT.

Escalation Management SLA Management Service Queue Monitoring Triage CSAT SME

Technical Customer Support Consultant

Xneelo

Apr 2023 - Apr 2024 (1 year)

Diagnosed daily email delivery failures by troubleshooting SPF/DKIM/DMARC misconfigurations, EXIM issues, DNS propagation delays, and SMTP authentication errors in Linux-based hosting environments, achieving ~90% first-contact resolution. Resolved 100+ cloud performance incidents via API bottleneck and DNS diagnostics, improving system reliability by 15% and reaching 98% client satisfaction.

SPF DKIM DMARC Email Troubleshooting DNS management CPanel

Technical Support Representative

Rogers Communications

Feb 2022 - Feb 2023 (1 year)

Provided technical support for broadband, 5G, and home networking, achieving 95% first-call resolution while handling 50–100 network faults daily. Performed Windows-based troubleshooting (TCP/IP stack, DNS cache, adapters, driver updates) and delivered remote Zoom walkthroughs to explain fixes to non-technical customers.

Network Troubleshooting TCP IP Stack Broadband Support Network Fault Triage

Warehouse Associate

Amazon

Jul 2021 - Jan 2022 (6 months)

Maintained efficiency and accuracy in a high-volume operational environment. Consistently performed tasks with attention to detail under demanding warehouse conditions.

Warehouse operations Operational Efficiency Accuracy Productivity