Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

GAURAV MASHRU

Chicago

Summary

Results-driven IT Infrastructure Specialist with over 3 years of experience in technical support and networking, focusing on Layer 2/3 operations, LAN/WAN management, and system administration on Windows and Linux platforms. Demonstrated capability in configuring and troubleshooting routing protocols, firewall rules, and DNS/DHCP services, complemented by strong skills in VLAN segmentation. Proficient with industry tools such as Wireshark, OWASP ZAP, and ServiceNow while possessing foundational knowledge of AWS services like EC2 and IAM. Currently pursuing CCNA certification to enhance expertise in enterprise network design and Cisco infrastructure.

Overview

2
2
years of professional experience
1
1
Certification

Work History

IT Technical Support Specialist

Think & Learn (Byju's)
Hyderabad
01.2022 - 04.2023
  • Delivered Tier 1 technical support across Android, iOS, and web platforms using CRM tools and remote desktop utilities, resolving user-reported incidents, including app crashes, login failures, and connectivity disruptions.
  • Diagnosed and escalated backend issues, such as database sync failures, access control mismatches, and subscription validation errors, by interfacing with IT infrastructure and DevOps teams.
  • Authored SOPs, troubleshooting workflows, and security-compliant credential reset protocols to improve first-call resolution, and reduce ticket repetition.

IT Support Intern

Think & Learn
Bangalore
01.2021 - 12.2021
  • Provided Tier 1 technical assistance in simulated environments, resolving issues related to software installation, OS configuration, and basic network connectivity across Windows and Linux systems.
  • Utilized tools like Remote Desktop, TeamViewer, and ServiceNow to replicate real-world IT support scenarios including password resets, printer setup, and user access troubleshooting.

Education

Master of Science - Information Technology

Elmhurst University
Chicago, IL
05-2025

Bachelor of Science - Computer Science And Engineering

Jawaharlal Nehru Technological University
Hyderabad
05-2021

Skills

  • Networking: TCP/IP, DNS, DHCP, NAT, OSI/TCP Models, LAN/WAN troubleshooting, Routing & Switching
  • Simulation & Configuration: Cisco Packet Tracer, GNS3, VLANs, Static/Dynamic Routing, Subnetting
  • Support Tools: ServiceNow, JIRA, AnyDesk, TeamViewer, Ticket Escalation, Remote Troubleshooting
  • Systems: Windows & Linux (Ubuntu, Kali), OS Hardening, User/Admin Permissions, System Diagnostics
  • Cloud (AWS): EC2, S3, IAM, IaaS/PaaS/SaaS Models, Basic Cloud Provisioning & Access Control
  • Security Tools: OWASP ZAP, Kali Linux, Basic Web App Scanning, Vulnerability Identification
  • Directory Services: Active Directory, GPO, User Provisioning, OU Management
  • Network Analysis: Wireshark, Packet Capture (PCAP), Protocol Tracing (HTTP, DNS, TCP)
  • Databases: SQL (Joins, Queries), MongoDB (CRUD), Data Extraction
  • Scripting: Bash Shell Scripting (Automation, Backups, Logs)
  • ITIL & Documentation: Incident Lifecycle, SOPs, KB Articles
  • Version Control: Git, GitHub (Commits, Branching, Repo Management)

Certification

  • Cisco Certified Network Associate (CCNA)
  • AWS Certified Cloud Practitioner
  • CompTIA Network+

Timeline

IT Technical Support Specialist

Think & Learn (Byju's)
01.2022 - 04.2023

IT Support Intern

Think & Learn
01.2021 - 12.2021

Master of Science - Information Technology

Elmhurst University

Bachelor of Science - Computer Science And Engineering

Jawaharlal Nehru Technological University

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