Gautham C Salian

Client: NorthWest Company

• Conducted Knowledge Transfer (KT) sessions, including the preparation of Documents of Understanding (DOUs) for future reference; served as acting team lead during manager absences.
• Functioned as a Subject Matter Expert (SME), resolving complex technical issues and developing/maintaining up-to-date Knowledge Base (KB) articles.
• Managed the user access lifecycle in Active Directory (AD), including onboarding, offboarding, and the creation, modification, and deletion of employee accounts across 300+ retail stores.
• Provided technical support for various applications, troubleshooting issues related to POS systems, printers, PDT scanners, pin pads, and Wi-Fi connectivity.
• Received internal appreciation and client recognition for consistently achieving high ticket closure rates—managing 350+ tickets per month—while maintaining strong work efficiency and performance under high-volume conditions.
• Handled Priority 1 (P1) tickets and escalations, ensuring strict adherence to SLAs; trained new hires to integrate quickly and contribute effectively to team objectives.
• Proficient in ticketing tools such as Agiloft, PEGA and Salesforce.

Client: HostGator and Bluehost.

• Delivered customer support via live chat, resolving issues related to web hosting services such as server downtime, email problems, and domain configuration.
• Monitored and maintained server infrastructure, including applying updates, security patches, and optimising performance.
• Assisted customers with navigating and managing their hosting accounts through control panel interfaces.
• Provided support for domain-related tasks, including domain registration, DNS configuration, and troubleshooting.
• Configured email accounts, resolved email delivery issues, and guided clients through email setup processes.
• Advised customers on security best practices, facilitated SSL certificate installations, and supported malware mitigation efforts.
• Supported data backup and restoration processes for hosted accounts.
• Escalated complex technical issues to higher-level support teams when necessary.
• Participated in interviewing candidates and managed their records and documentation.