TANVI GAIKWAD
📍 India | 📧-| 📱 - | 💼 LinkedIn
🌍 Open to Remote Roles Worldwide
PROFILE SUMMARY
Customer-focused Technical Support Specialist with 6+ years’ experience bridging product, development,
and customer service teams in fast-paced SaaS and enterprise environments. Skilled in diagnosing
platform issues, API troubleshooting, ticket escalation, and improving customer satisfaction for global
clients. Proven ability to work in fully remote, cross-timezone teams.
KEY SKILLS
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Technical Support Tools: Jira, ServiceNow, Zendesk, Notion, Azure
Platforms: Windows, macOS, Linux (basic)
Networking & Systems: TCP/IP, DNS, DHCP, server monitoring
API & Data: JSON basics, Postman (beginner), log analysis
Incident Management: SLA adherence, root cause analysis, ticket escalation
Collaboration: Slack, Google Workspace, Microsoft Teams
PROFESSIONAL EXPERIENCE:
Freelance Technical Support Consultant – SaaS & IT Clients (Remote)
2021 – Present
● Provide L1.5-level technical support for SaaS platforms in logistics and e-commerce.
● Troubleshoot platform and API-related issues; resolve or escalate to development teams as needed.
● Collaborate with cross-functional teams to ensure timely resolution of incidents and feature
requests.
● Document recurring issues and contribute to internal knowledge bases.
Independent Support & Operations Consultant (Remote)-
● Offered on-demand customer support and tech troubleshooting for small businesses and startups.
● Managed ticket queues, escalations, and basic server monitoring tasks for client IT systems.
● Created process documentation and trained client teams on customer service best practices.
ADP Senior Technical Support Associate-
● Monitored enterprise servers for global payroll clients, escalating alerts to resolution teams.
● Proactively identified performance issues to minimize downtime and meet SLA targets.
Mphasis Ltd. – Technical Support Specialist (Outlook Support)
2012 – 2013
● Provided remote IT support to American Express employees for Outlook, MS Office, and
connectivity issues.
● Resolved tickets in ServiceNow, focusing on first-contact resolution.
EDUCATION
● Bachelors in Computer Applications (MIT College, Pune University) - 2011
Additional Information
● Open to remote roles worldwide.
● Flexible with UK/EU/US time zones
