Surya Mohan
Hyderabad
Summary
Dynamic Software Support Engineer with a proven track record at Gold CRM Consulting, excelling in technical support and incident management. Expert in troubleshooting network issues and cloud computing, ensuring 99.9% uptime. Adept at stakeholder communication and training development, driving efficiency and enhancing client satisfaction across diverse environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Software/Cloud Support Engineer
Gold CRM Consulting
Hyderabad
09.2019 - 10.2021
- Provided B2B technical support using chats and calls for 15+ multinational clients, including ACE Hardware and Barracuda Networks, ensuring reliable deployment and operation of VoIPTools for 3CX systems.
- Installed and configured VoIPTools on Windows and Linux servers, both on-premises and in cloud environments (AWS, Azure).
- Strong understanding of networking protocols, diagnosed and resolved network-related issues, including TLS certificate errors, DNS resolution failures, TCP/IP connectivity, and IP mapping for public/private routing.
- Analysed system logs ( /var/logs , Event Viewer, PerfMon, JSON scripts) to identify and resolve API and deployment issues.
- Managed Active Directory and implemented Group Policy Objects (GPOs) to control access to sensitive data.
- Administered MSSQL and MySQL databases for CRM data storage and application support across distributed network.
- Prioritized incidents based on impact to maintain 99.9% uptime and service continuity.
- Used Jira, HubSpot, and Zoho for ticket management, documentation, and escalation workflows.
IT and Security Support
Matrix Informatics Ltd
London
02.2023 - 06.2024
- Delivered B2B IT support to accountancy firms like TaxPoint Direct, London Tax Solutions, enhancing management of websites and email systems.
- Migrated client domains across hosting providers, reconfiguring MX records for seamless mail service.
- Designed and deployed custom WordPress websites for startups, integrating Google Analytics for performance tracking.
- Implemented and managed Splunk SIEM and EDR systems to monitor network traffic and detect anomalies.
- Conducted incident triage, documenting security findings and generating remediation reports for stakeholders.
- Troubleshot connectivity and firewall issues impacting CRM services by analysing system logs.
- Reported complex technical issues into clear insights for technical and non-technical stakeholders.
- Developed structured training programs on security protocols, tool usage, and best practices.
Customer Support
Acorn Insurance
Liverpool
07.2024 - 02.2025
- Delivered technical customer support through phone and email communications.
- Accessed custom log trails to audit claims and identify agreement breaches.
- Documented troubleshooting procedures to enhance knowledge base and collaboration.
- Ensured compliance with SLA requirements by performing timely follow-ups on pending tickets.
Education
Master of Science - Network And Information Security
Kingston University
London, UK01-2023
Bachelor of Science - Electrical, Electronics And Communications Engineering
Guru Nanak Institute of Technology
Hyderabad, IN07-2019
Skills
- Technical support
- Training development
- Stakeholder Communication
- IT troubleshooting
- Network monitoring
- Windows and Linux operating systems
- Incident management
- Cloud computing
Accomplishments
- Founding member of Matrix Informatics, Ltd
- Developed and deployed a user authentication hardening system in AWS
- Implemented user authentication and MFA for mobile applications using Google Firebase
- Developed dashboard for Splunk enterprise systems.
Certification
- Microsoft .NET Framework/Core Developer
- ISC2 Certified in Cybersecurity
- Microsoft Azure Fundamentals(Actively pursuing)
Websites
Timeline
Customer Support
Acorn Insurance
07.2024 - 02.2025
IT and Security Support
Matrix Informatics Ltd
02.2023 - 06.2024
Software/Cloud Support Engineer
Gold CRM Consulting
09.2019 - 10.2021
Master of Science - Network And Information Security
Kingston University
Bachelor of Science - Electrical, Electronics And Communications Engineering
Guru Nanak Institute of Technology