About Me

Gaurav Kumar

A software developer by profession, and an artist at heart. Always willing to learn all kinds of things and meet new people.

Java
Azure App Service
Problem Solving/Coding
Docker
Kubernetes

First Day Resolution (FDR) Helper: Built of top of the “cases automation” function app, it is an AI-driven project aimed at improving customer support by analyzing cases currently present in the queue. It gathers case data and generates tailored a action plan for efficient issue resolution. This enhances the CSS team’s effectiveness and it can help in improve our “First Day Resolution” and “Response Time”. (Aug 2023)
Customer Experience Insights: on Azure App Service: Java Web Application which shows the customer’s experience while working with support teams. It integrates with Cognitive Services to identify customer’s sentiments and share a report in an e-mail. (Jan 2023)
OSSum Templates: Edge/Chrome Extension: A browser extension which generates common templates we use while working with the customers - specifically for the “Initial Response” e-mail and other follow-up e-mails. It also includes quick access to other useful tools which can make life of the Engineer easier, such as - shortcut to open diagnostic tools, directly open team to contact the customer and a direct link for softphone. (Oct 2022)

Support Escalation Engineer @ Microsoft (July 2018 - Present)

Provide support to our customers for issues related to Azure App Service, Azure Spring Apps and Azure Container Apps.
Work on the development of internal diagnostic tools (detectors) to make the troubleshooting simpler.
Work on the technical readiness of the team on OSS technologies for the PaaS offering mentioned above.
Awarded “Ace Award” 5 times (2 individual, 3 team level) for the impact/contributions.

Senior Systems Engineer @Infosys Ltd. (December 2015 - June 2018)

Training in Python and JEE + Hibernate. (Top performer)
Worked as a Middleware Administrator since May 2016. Patching middleware components in all environments (including Production). Deploying applications in Websphere Application Server. Troubleshooting issues that get generated via ticketing tool HP ITSM. Vulnerability fixes on middleware components. Automation of daily activities using Jython in WAS.

Bachelor of Technology in Information Technology
Government College of Engineering & Leather Technology (WBUT) - Kolkata, West Bengal, India (2011 - 2015)

I enjoy singing. I have pursued Senior Diploma in Vocal Music. My team was the winner at zonal-level inter-DPS Indian Semi-Classical Vocal Music Competition in 2010. Here’s my playlist on YouTube.
I am also into photo editing (using Adobe Photoshop).
The Third Eye Creations