Gulam Gauss

Cloud Technical Support Engineer with 6+ years of experience specializing in Tier 1 ticket resolution across AWS and Azure Cloud platforms. Adept at troubleshooting cloud infrastructure, ensuring smooth operations, and optimizing cloud-based environments. Passionate about staying ahead of evolving cloud technologies and delivering high-quality technical support to enhance system reliability and efficiency.

Senior Associate - Atos India - Pune, Maharashtra, India

(2021-02)

Handling team operations and mentoring junior engineers as part of leadership responsibilities.

• Provide technical support for cloud-related issues across AWS, Azure, and GCP.
• Assess, classify, and escalate support requests efficiently.
• Troubleshoot cloud infrastructure issues, ensuring minimal downtime and optimal service reliability.
• Manage support tickets, ensuring timely resolution within SLAs.
• Offer customer guidance with clear and concise technical solutions.
• Monitor cloud service health, proactively respond to alerts, and implement automation solutions.
• Ensure adherence to security best practices and collaborate on incident resolution.
• Contribute to knowledge bases and support documentation while leveraging customer feedback for continuous improvement.
• Hands-on experience with ServiceNow for Incident, Case, and Change Management.
• Utilize PagerDuty for alerting and on-call incident response.

Technical Support - HGS (Hinduja Global Solutions)

(2018-12 - 2020-12)

• Delivered remote technical support, assisting customers with a range of service-related inquiries.
• Maintained customer interaction records, contributing to ongoing service enhancements.
• Assisted in product troubleshooting and testing, improving user experience and issue resolution efficiency.
• Collaborated with internal teams to resolve complex technical issues while ensuring customer satisfaction.

Bachelor of Computer Applications - Computer Applications - Rabindranath Tagore University