Gaurav Das

Technical Support Executive with extensive experience in IT operations and systems engineering, specialising in enhancing client experiences through effective technical assistance. Proven track record in delivering comprehensive training sessions and implementing software solutions for clients. Demonstrates expertise in customer service, troubleshooting proficiency, remote desktop assistance, and network troubleshooting.

Adept at managing IT asset stages and maintaining relationships with external vendors to ensure seamless operations. Career goal includes advancing technical support capabilities to drive client satisfaction and operational efficiency. Technology professional with focus on resolving technical issues through diagnostic skills and effective communication.

Proficient in providing support via phone, email, and chat, ensuring swift resolution of user problems. Adept at maintaining system efficiency, troubleshooting hardware and software, and delivering user training for improved productivity.

Service Ops Engineer - Swiggy Limited - Guwahati

(2025-06)

IT Operations & Infrastructure Engineer responsible for ensuring the continuous operation, reliability, and security of all enterprise IT assets across on-site and remote locations.

• Endpoint Administration: Manage the lifecycle of all end-user devices, including the installation, configuration, and maintenance of Operating Systems (OS), core software applications, and Mobile Device Management (MDM) solutions
• Identity and Access Management (IAM): Securely manage user access by performing password creation and resets utilizing Active Directory and Microsoft Intune
• Hardware and Software Support: Provide Tier 1/2 technical support for hardware, software, and peripheral issues, ensuring rapid resolution to minimize disruption
• Network Issue Resolution: Act as the local point of contact and primary investigator for network-related incidents, coordinating closely with the Network Operations Team to troubleshoot and restore connectivity
• Infrastructure Coordination: Manage vendor relationships and coordinate service calls for the repair and scheduled maintenance of critical IT devices, including printers, network equipment, and other infrastructure components
• Security Compliance Audits: Regularly monitor and enforce IT security standards across the environment, including checking the status and compliance of Antivirus/Endpoint Protection solutions and Virtual Private Network (VPN) usage
• Policy Enforcement: Ensure all devices and user practices adhere to organizational IT policies and regulatory compliance requirements

Technical Support Executive - Prayosha Food service Pvt Ltd - Guwahati

(2023-02)

• Enhance client experience through effective technical assistance
• Delivered comprehensive training sessions to customers on software usage
• Delivered and implemented software solutions for clients effectively

IT Executive - Ecom Express Pvt Ltd - Guwahati

(2021-08 - 2022-12)

• Oversaw and maintained IT operations in the assigned warehouse
• Performed regular checks on various IT equipment to ensure functionality in desktops, printers, laptops, mobile devices and network peripherals
• Performed installation and configuration of software and operating systems
• Managed relationships with external vendors including printers and ISPs
• Coordinated with IT support teams to troubleshoot and resolve system issues promptly
• Tracked and managed all stages of IT asset management

Systems Engineer - Delhivery Pvt Ltd - Guwahati

(2019-09 - 2021-08)

• Oversaw and maintained IT operations in the assigned warehouse
• Performed regular checks on various IT equipment to ensure functionality in desktops, printers, laptops, mobile devices and network peripherals
• Performed installation and configuration of software and operating systems
• Managed relationships with external vendors including printers and ISPs
• Coordinated with IT support teams to troubleshoot and resolve system issues promptly
• Tracked and managed all stages of IT asset management

B.com - Commerce - West Guwahati Commerce collage (2018-01)