Saurabh Patil
Technical Support Specialist
Pune,MH
Summary
- Handle end-to-end technical support tickets using Zendesk while meeting SLA and quality benchmarks
- Perform log analysis, account validation, and backend troubleshooting to identify root causes
- Manage high-severity incidents and coordinate escalations with L2/L3 teams
- Acted as Subject Matter Expert (SME) for new teams, reducing transfer rates from 90% to 5%
- Improved team quality score from 85% to 97% through coaching and process optimization
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Amazon
07.2021 - Current
Technical Support Specialist with 5 years of experience in production support at Amazon Games Studio. Strong expertise in incident management, log analysis, troubleshooting, and escalation handling using Zendesk. Currently transitioning into Azure Cloud Support, with solid understanding of Azure fundamentals, monitoring, and identity concepts. Proven fast learner with SME experience and process improvement impact.
Education
Bachelor of Science - Computer Applications Development
04.2001 -
Skills
Microsoft Azure Fundamentals
Virtual Machines, App Services
Azure Storage (Blob concepts)
Azure Active Directory (IAM basics)
IaaS / PaaS / SaaS
Monitoring, alerting, incident response
Certification
AZ-900
Timeline
AZ-900
01-2026
Technical Support Specialist - Amazon
07.2021 - Current
Manipal University Jaipur - Bachelor of Science, Computer Applications Development
04.2001 -