Professional Experience
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Support Escalation Engineer
Tier-3 escalation engineer providing deep technical ownership for complex virtualization, networking, and infrastructure issues in enterprise customer environments.
- Resolved 200+ DNS resolution failures, latency, and caching inconsistencies
- Achieved 7 SME accreditations across core networking technologies
- Maintained CSAT above 4.95 while handling mission-critical escalations
- Led investigations for Sev A/Sev 1 production incidents with structured RCA
- Mentored engineers and created internal troubleshooting documentation
Technical Support Intern
Gained hands-on experience with Windows Networking, Active Directory, and Cloud infrastructure while building foundational expertise in enterprise support workflows.
- Developed expertise in troubleshooting performance and connectivity issues
- Built strong foundation in customer communication and diagnostics
- Learned enterprise support workflows and incident management processes
Technical Support Intern
Gained hands-on experience with Windows Networking, Active Directory, and Cloud infrastructure while building foundational expertise in enterprise support workflows.
- Developed expertise in troubleshooting performance and connectivity issues
- Built strong foundation in customer communication and diagnostics
- Learned enterprise support workflows and incident management processes