Joseph Sourav Gomes
$10/hr
IT Pro (16yrs+ Exp)| Tech Support| Cloud Computing| Windows Admin | Network Admin (L1) |Data Entry
Joseph Sourav Gomes
Technical Support Manager | AI-Driven IT
Support | Product-Led Growth | Recruitment
Specialist
(--Kolkata, IN
LinkedIn | Github
SUMMARY/OBJECTIVE
Strategic IT Operations and Technical Support Manager with 18+ years of cross-industry experience,
including 9+ years in relevant leadership roles. Expert in driving SLA-compliant support operations,
managing cloud and infrastructure, and delivering business continuity. Proficient in integrating AI tools,AI
Automation and LLMs (ChatGPT, Copilot, Gemini) to streamline workflows, automate issue resolution, and
enhance customer satisfaction. Experienced in prompt engineering for technical communication, ticket
triage, and process automation.
SKILLS
● IT Operations & SLA Management
● Technical Support Specialist / Engineer /
Analyst (L1–L3)
● Microsoft 365 Copilot / ChatGPT / Gemini
● Project Management / Vendor Management
/ Enterprise Support
● AI Automation / Prompt Engineering:
ChatGPT, Copilot, Gemini, AI Agents (Manus,
Replit)
● Data Analysis: SQL, Python, Power BI,
Tableau
● Cloud/DevOps: AWS, Docker, Kubernetes, Git
● M365 Admin (Product-Led Growth), Active Directory,
Windows/Linux Support
● SaaS / PaaS / Product Support / Customer Success
● IT Service Desk / Remote IT Support / L2 Support |
Helpdesk Tools / Jira / Zendesk / ConnectWise
● General/ Technical Recruiting - Interview / Onboarding
| ATS Tools: Naukri, Shine, LinkedIn Recruiter
● Manual testing, Software Quality & Support
MAJOR ACCOMPLISHMENTS
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Saved 80% investment cost by boosting the performance of 8-year-old servers
Maintained 99.9% uptime for centralized VMWare cluster & storage for more than 3 years
Successfully implemented Wi-Fi connectivity at Stadium for the pioneer ISL Season 1 in 2014
Designed, implemented and maintained an MPLS/VPN Network for the organization with 10+ sites
Successful Implementation of “Project Herakles” for over 100+ NIIT centers in the Eastern region
Completed Data Analytics (Python, SQL, Power BI, Tableau, etc) Bootcamp from Udemy. (View Projects)
Enhanced IT support efficiency and customer satisfaction by integrating AI tools, AI Automation and
LLMs (ChatGPT, Copilot, Gemini) into operations, leveraging prompt engineering and AI agents (Manus
AI, Replit AI) for ticket automation, SLA compliance, and knowledge management.
WORK EXPERIENCE
Microsoft 365 Ambassador
Microsoft Amplify (via Upwork, WFH) | Domain - M365 Product-Led Growth Suppt | US | May 2024 – Present
● Product-Led Growth (PLG): Leveraged Microsoft 365 for customer engagement.
● Executed strategic communication plans for seamless adoption.
● Provided expert guidance, improving trial conversion rates.
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● Analyzed usage data to enhance service offerings.
● Collaborated across teams for cohesive growth strategies.
● Hands-on experience with AI agents such as Microsoft 365 Copilot AI Agents
IT Consultant
Freelancer | Domain - Education, Digital Mktg, DevOps Suppt, Recruitment | Kolkata | Jun 2022 – Present
● Manage IT Support of Educational products - ExtraMarks, Cialfo, Reliance Embibe, School ERP, etc.
● Implemented DevOps strategies in AWS, utilizing services like Code Build, Code Pipeline, ECS, EKS, and EBS,
resulting in streamlined project deliveries and enhanced operational efficiency for clients.
● Proficient use of Docker and Kubernetes for microservices deployment on AWS led to optimized resource
utilization and improved scalability, further benefiting client operations.
● As a Talent Acquisition Lead, I leverage ATS platforms to sourcing, screening, and engaging top talent,
ensuring a seamless Full-Cycle Recruiting process. Proficient in applicant tracking systems, I excel in
Recruitment, ATS Management, and Talent Acquisition Strategy using Shine recruiter, Naukri Employer
Portal & LinkedIn Recruiter
Service Coordinator / Client Support Engineer
Digicom Healthcare Solutions | Domain - MSP, Healthcare | Kolkata | Mar 2022 – Jun 2022
● Technical Support – Providing remote (email/voice) support to online US clients. Resolving client tickets
using various tools (viz. Connectwise, Allworx IP Phone, M365 platform, MS Teams, etc.)
● Troubleshooting all customer queries related to IT Operations for Healthcare domain clients
● Developed user-friendly guides & manuals for software applications, reducing onboarding time by 30%
Online Entrepreneur
Domain - Education, Digital Marketing | Kolkata | May 2019 – Mar 2022
● Organize Social Media Marketing campaigns (organic) through digital & social marketing channels viz.
LinkedIn, FB, IG, Youtube, Pinterest, Twitter, etc. Basic On-Page, Off-Page & Technical SEO strategies,
build affiliate marketing campaigns, content generation & management using wordpress
● Manage a team for IT Support of Educational products - CodingLabs, ExtraMarks, Cialfo, Reliance Embibe,
School Management software (ERP), etc. Increased ‘Happy Customer’ feedback by 18% in a quarter.
● Implemented robust CI/CD pipelines and provided technical support, resulting in accelerated project
delivery and heightened operational efficiency for clients.
L2 Customer Support Architect
Optiva Inc. | Domain - Telecom | Remote, WFH | Jan 2018 – Apr 2019
Managing Online Charging/Billing Software Network Operations for Telecom Co. (Vodafone India) by:
● Client onboarding, Troubleshooting, configuring & managing day-to-day L1 network related issues for
HP 5400zl, 5900 series switches and BigIP F5 Load Balancer, in a datacenter environment and
maintaining uptime of 99.9% as per SLA.
● Planning IT Infrastructure for future development(s) & technical documentation
Manager IT
Bhagirathi Neotia Woman & Child Care | Domain - Healthcare | Kolkata | Jul 2016 – Aug 2017
● Managed a team to provide support for day-to-day IT Operations in the hospital w.r.t. IT Hardware (viz.
Servers, PC, Network, etc.), hospital management software, SLA maintenance and vendor management.
Saved 80% infrastructure investment cost by boosting the performance of old servers
● Supported internal and external audits by providing comprehensive documentation on IT processes and
procedures
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Manager IT
Choicest Enterprises Ltd. | Domain - Hospitality | Kolkata | Feb 2008 – Jun 2016
Plan, implement & maintain IT Infrastructure (Server, Storage & Network) with 99.9% uptime
● Project Management: Day-to-day IT Operations as per KRA & KPI, IT Audit & Training, IT Budgeting, IT
Security (Gateway and end-user level), Team Management, Vendor management and monitoring SLA
System Administrator (East)
NIIT Ltd. | Domain - IT Education | Kolkata | Sep 2005 – Feb 2008
● Single-point-of-contact for implementation of ‘Project Heracles’ for all NIIT centers (East)
● Provided Pre-sales & Post Sales Technical Support, conduct periodic IT Infrastructure Audit and ad Hoc
support w.r.t. conducting Spoken English classes & technical support for testing centers
Technical Support Engineer
Tripod Computing Services Pvt. Ltd. | Domain - Web Hosting | Kolkata | Jul 2004 – Aug 2005
● Provided Technical support for Windows & Linux web hosting platform (cPanel & HELM) and resolving
customer queries via phone, email, tickets & chat. Helped in increasing customer satisfaction by ~20%.
Customer Support Executive
Diadem Technologies Pvt. Ltd. | Domain - Web Hosting | Kolkata | Jun 2003 – Jul 2004
● Maintain in-house CRM and provide customer/technical support for various problems related to VPOP3,
Wingate, web hosting and domain registration over phone, email & client on-site visits
Customer Support Executive
H. K. Industries Pvt. Ltd. | Domain - Banking | Kolkata | Oct 2000 – Jan 2003
● Technical support for Banking software (over phone, email & on-site visits) along with Development/QA,
team management, Implementation and Marketing of Banking S/W and H/W products
● Contributed in 16% customer growth and satisfaction & ~20% bug-fixing QA & support
TECHNOLOGY OR TOOLS WORKED ON
Proficient in: AI / AI Agents / LLMs / Generative Tools: ChatGPT (OpenAI 3.5 & 4), Microsoft 365 Copilot,
Google Gemini 2.5 Pro, DeepSeek, Qwen, Replit AI, Bolt AI, Manus AI, Lovable AI, ElevenLabs, Google AI
Studio, LangChain (exploratory), PromptLayer; Cloud Computing - AWS; Connectwise Control, Manage, and
Automate; Windows: Desktop - XP/7/8.1/10/11, Server - 2003/2008 R2; Active Directory / GPO, MS Office
XP/2010/2013/2019; Open Office & LibreOffice; Oracle VM VirtualBox; Spiceworks; Linux (desktop) - Linux
Mint, Ubuntu; Project Management - Asana, Trello; Helpdesk / Ticketing System - Jira & Zendesk; WordPress;
IAAS - Google Workspace; PAAS - M365 Administration, SAAS - Exchange, Word, Excel, PowerPoint, Teams,
Forms, Outlook, etc.; Networking - LAN, WAN, DNS, WINS, DHCP, VLAN; Security - Cyberoam 200iNG UTM,
Symantec Endpoint Protection Manager (SEPM), Remote support tools - Zoom, MS Teams, Allworx IP Phone,
Teamviewer, Putty, scp/Winscp, RDP, VNC, Anydesk, etc., CLI (Windows/Linux); Graphics Editor - Canva,
Marketing or Sales Automation Platform - ClickFunnels, Systeme.io, Aweber, GetResponse, Hubspot; AI Tools:
ChatGPT, Bard; Recruitment - LinkedIn recruiter, Shine Recruiter, Naukri, etc.
Beginner-level knowledge in: Cloud Computing - Google Cloud, Azure; SAAS - Microsoft 365 Admin Center,
Salesforce; Terraform; Ansible; Git & GitHub; Programming languages - Python, JavaScript, jQuery, HTML,
and CSS; PAAS - Docker & Kubernetes; DevOps - CodeBuild, CodePipeline, ECS, EKS, & EBS; RHEL 7;
Networking - BigIP F5 Load Balancer, HP 5400zl and 5900 series switches; Security - Fortigate UTM, Trend
Micro Officescan, WSUS, Postman; Graphics Editor - GIMP, Data Science - NumPy, Pandas, Seaborn ,
Matplotlib , Plotly , Scikit-Learn , Machine Learning, Tensorflow, Tensorboard, Spark, Big Data, NLP, Jupyter
Notebook, Anaconda, Google Colab, VSCode; Python - Feature Engineering, Exploratory Data Analysis, MS
SQL, DA Tools - Excel, Power BI & Tableau, Google Data Studio & Google Analytics, Connectwise Manage &
Automate, etc.
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EDUCATION
Name of School: St. Xavier’s Collegiate School
Degree: Bachelor of Commerce, Calcutta University
City, State: Kolkata, WB
CERTIFICATIONS/LICENSES
2025-07 Explore Microsoft 365 Copilot Chat
2023-09 Data Structures and Algorithms in Python from Datacamp
2023-09 Introduction to ChatGPT from Datacamp
2023-05 Python for Data Science and Machine Learning Bootcamp (View Projects)
2022-07 Introduction to SQL from Datacamp
2022-07 Pivot Tables, Intermediate Spreadsheets & Data Analysis in Spreadsheets from Datacamp
2022-07 Data Engineering for Everyone from Datacamp
2022-05 Connectwise Automate
2022-04 Connectwise Manage
2022-02 Attention to Detail by TestDome
2022-01 Crash Course on Python certified by Google from Coursera
2019-09 Udemy Certificate AWS Certified Solutions Architect Associate
2019-04 LinkedIn Certificate of Completion Learning Linux Command Line
2019-04 Networking in Google Cloud Platform from Coursera (3 courses)
2017-05 Cyberoam Certified Network Support Professional (CCNSP- Yrs. GNIIT Diploma in Software Engineering
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