Karan Phulsunge
Thane
Summary
To endeavor success professionally in the field of engineering technology and to vouchsafe myself to my job in an innovative and competitive world as an unflappable successful team leader. As well as to obtain a challenging position in an organization where my analytical, problem-solving skills and conscientious competency can be put in for synergetic execution of work, transfiguring the growth of mutual.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Specialist L2
ConnectWise LLP
Mumbai
03.2025 - Current
- Conducted tests to identify malfunctions in hardware or software systems.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Performed regular maintenance checks on servers, workstations and other devices connected to the network.
- Delivered technical support to cross-functional teams and MSP clients through email, phone, chat, remote sessions, and ticketing systems, ensuring timely and effective resolution.
- Handled support cases related to LOM, DNS, RDS, Hyper-V, VMware, and cluster configurations, ensuring minimal service disruption and improved system reliability.
- Monitored critical backup systems using Acronis and Veeam, and proactively addressed off-site and service failure events to maintain data continuity and recovery compliance.
- Investigated escalated incidents involving SQL Server alerts, conducted root cause analysis, and escalated software-related issues to engineering or development as needed.
- Acted as a first point of escalation for complex technical issues, influencing peers by providing guidance on support practices and troubleshooting approaches.
- Maintained and contributed to the knowledge base, documenting issue resolutions and known problems to support continuous improvement in service delivery.
- Collaborated with partners to understand operational challenges and used data insights to propose infrastructure optimizations and performance enhancements.
- Identified and escalated recurring issues and product defects, assisting product and development teams with detailed technical feedback and replication steps.
- Authored internal support documentation and contributed to public-facing knowledge base articles to improve transparency and reduce case volume.
- Communicated feature updates and new releases to clients, assisting them in leveraging new functionalities for better system utilization.
- Ensured precise case documentation, clearly capturing the issue context, troubleshooting steps, and resolution outcome to maintain high support quality and team visibility.
- Applied best practices in system administration and troubleshooting to consistently meet SLAs and enhance the customer experience.
System Administrator
Katalyst Business Solution
Mumbai
02.2023 - 02.2025
- Delivered technical support to cross-functional teams and MSP clients via email, phone, chat, remote sessions, and ticketing platforms, ensuring prompt issue resolution and high customer satisfaction.
- Managed and supported Azure virtual machines (VMs) and related Azure infrastructure, including provisioning, performance monitoring, backup validation, and troubleshooting connectivity or configuration issues.
- Handled support cases involving LOM, DNS, RDS, Hyper-V, VMware, and cluster environments, ensuring high availability and quick incident response.
- Monitored and maintained critical backup systems using Acronis and Veeam, proactively addressing off-site and service failure events to maintain business continuity.
- Investigated SQL Server performance issues and alerts; resolved or escalated incidents based on severity and scope while documenting findings for engineering teams.
- Acted as the first point of escalation for complex support issues, guiding junior staff and influencing technical direction with clear, policy-aligned recommendations.
- Maintained and regularly contributed to an internal knowledge base, documenting common issues, fixes, and best practices to enhance team capability and reduce resolution times.
- Worked closely with partners to evaluate their operational challenges and provide infrastructure solutions aligned with business goals.
- Identified and escalated product defects and trending issues to the development team, ensuring rapid attention and long-term resolution.
- Authored technical documentation and contributed to customer-facing knowledge base articles for self-help and improved client enablement.
- Proactively communicated new feature releases and improvements in services to help partners better leverage available tools and technologies.
- Ensured detailed case documentation, outlining issue details, diagnostic steps, resolutions, and customer feedback to maintain high-quality support standards.
- Followed technical documentation and industry best practices to deliver consistent and reliable solutions across cloud and on-premises environments.
Software Developer
C2LBiz Solution
Mumbai
03.2020 - 01.2023
- Sunlife project (Multiple projects eg: Hongkong, Philippines, Vietnam)
- Also, responsible to present and do complete analysis of our current insurance business Web services(Website) and App service (application) to customer.
- Understand the business requirement from customer and develop Output forms based on Ruby and Java technologies as per customer requirement.
- Responsible for the delivery of Eapp and SI schedule as per cycle for UAT, SIT and production for different countries.
- Worked in Ammet Life Insurance project.
- Responsible for delivery of AML onboarding website schedule as per cycle for UAT and SIT and production.
Website Designer
TFG Solution
Mumbai
08.2019 - 01.2020
- Provided front-end website development using WordPress, Hubspot and other editing software.
- Coded websites using HTML, CSS, JavaScript.
- Built and styled new mobile-friendly websites, transitioning legacy presentations to simultaneous easy-to-use versions.
- Illustrated page design concepts by blending arrangement, style and aesthetic elements to meet predetermined preferences.
- Furnished research and materials based on up-to-date web design standards.
- Created custom WordPress themes for client websites.
Associate
Wipro BPS
Airoli
03.2017 - 05.2018
- Worked varied hours to meet seasonal and business needs.
- Managed customer relations through communication and helpful interactions.
- Liaised with customers to assist with computing operations and resolve concerns.
- Provided product price information to customers.
- Identified customer needs and wants to enhance customer experiences and boost sales.
Education
Bachelor of Science - Information Technology
Priti College of Science And Commerce
Kalyan05.2019
High School Diploma -
Vidyamandir College of Science And Commerce
Vikhroli02.2013
SSC -
St. Xavier's English High School
Thane06.2011
Skills
- HTML
- CSS
- Ruby
- Core Java
- SQL
- Windows administration
- Email Administration
- Hardware troubleshooting
- Server improvements
- Virtualization
- Technical Support
- System monitoring
- Network Security
- Azure infrastructure
- Cloud computing
- Cloud infrastructure management
- ITSM software
Certification
Java Certification, 12/01/19, 6 months
Languages
- English
- Hindi
- Marathi
Timeline
Technical Support Specialist L2
ConnectWise LLP
03.2025 - Current
System Administrator
Katalyst Business Solution
02.2023 - 02.2025
Software Developer
C2LBiz Solution
03.2020 - 01.2023
Website Designer
TFG Solution
08.2019 - 01.2020
Associate
Wipro BPS
03.2017 - 05.2018
Bachelor of Science - Information Technology
Priti College of Science And Commerce
High School Diploma -
Vidyamandir College of Science And Commerce
SSC -
St. Xavier's English High School
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