Gulshan Bhardwaj

● Applied knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments.

● Refined user reports into actionable software bug reports & translated between domain and technical languages.

● Provided technical support for customers with complex hardware, software & network issues.

● Utilized troubleshooting techniques to identify and resolve customer problems.

● First-line customer response for web application for enterprise clients, learners, and internal users.
● Handled technical queries and incidents and adhered to the SLAs.
● Effectively communicated procedural and technical issues to internal and external customers.
● Found workarounds for clients to get their work done even with a bug in place.
● Created documentation and support knowledge base to reduce troubleshooting time and drive faster resolution.
● Mentored and assisted new technical support engineers and peers to develop skills.