Prakhar Gupta

About Prakhar Gupta

Computer Science graduate passionate about using data to solve business problems. Skilled in Python, SQL, and BI tools, I thrive in fast-paced environments where insights drive action. Eager to contribute with curiosity, ownership, and impact from Day 1.

Experience

1. Technical Support Engineer

   Microsoft

   Sep 2025 — Present · Pune, IN

   Provide technical support to customers and partners via phone, email, and chat, ensuring timely and professional resolution of issues.• Diagnose and troubleshoot complex problems related to software, systems, and network configurations; escalate when necessary.• Own the case lifecycle: validate issues, scope impact, implement solutions, and deliver Last Quality Response (LQR) before closure.• Collaborate across teams (engineering, escalation, SMEs) to resolve critical or complex cases and share knowledge.• Document case details accurately in case management tools, including actions taken and outcomes.• Communicate effectively with customers, keeping them informed about progress and next steps throughout the resolution process.• Follow standard operating procedures for technical support, including severity-based handling and customer satisfaction recovery.• Engage in continuous learning through readiness programs, product updates, and skill-based assignments to stay current with technology.• Contribute to process improvement by providing feedback on product bugs, automation opportunities, and support workflows.• Ensure compliance with data handling, security standards, and case documentation guidelines.

Education

• CHANDIGARH UNIVERSITY

  Bachelor of Engineering - BE, Computer Science and Engineering

• Coursera

  Professional Certification, UX Design

• R.R.K. Sr. Sec. School

  AISSCE, CBSE

• R.R.K. Sr. Sec. School

  AISSE, CBSE