Dhivakaran N
IT Support Engineer (Esc)
Coimbatore
Summary
Resourceful Engineer with high-level technical skills and experienced with over 4 years of experience in Information Technology. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Diversified knowledge base and commitment to customer satisfaction leading to optimum outcomes.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
IT Engineer Escalation
Amazon Inc
Bangalore
04.2022 - Current
- Handling escalations and working on high priority tickets.
- Bring in new ideas for team development.
- Real time SME supporting escalation Engineers and level 1 engineers
- Give trainings and develop fellow Engineers
- Create new SOPS and modify existing SOPS
- Working with different teams to resolve high impact tickets
- Carried out day-to-day duties accurately and efficiently.
IT Service Support Specialist
AMAZON.COM, INC
11.2020 - 04.2022
- Provide IT guidance and support in resolving software, OS, network and user specific IT issues
- Connecting with users via Phone, Email and chat to complete the request within SLA
- Connecting with Managers to provide new ideas for better Customer Experience
- Part of projects which involves better support experience and training session regarding customer handling
- Helping out fellow engineer on their queries and doubts
- Providing refresh trainings to level 1 Engineers in resolving issues
- Creating and modifying SOP's
- Worked flexible hours across night, weekend and holiday shifts.
- Been a mentor for fellow Engineers to achieve the m
Analyst
HCL TECHNOLOGIES LTD
11.2018 - 01.2020
- Engaged in user support interactions via telephone, chat and email platforms
- Attended weekly team meetings to enhance product, service knowledge and gain insight into beneficial resolution strategies
- Identified system hardware, network infrastructure and connectivity issues that prevent execution of user-initiated tasks
- Diagnosing and resolving user system functionality issues to enable completion of desired operations
- Monitoring and working high priority tickets in providing a solution or contacting concern team.
Technical Support Engineer
HGS LTD
06.2017 - 11.2018
- Configured hardware devices and software to set up work stations for employees
- Responded to support requests from end users and patiently walk individuals through basic troubleshooting tasks
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Devised solutions to operations issues related to [System] and [Software], working closely via phone, email, live chat and web teleconference
- Connecting with local vendors to fix issues which needs their attention
- Monitoring Quality and providing training to increase CSAT level.
- SME
Education
G.R.D -
COLLEGE OF ARTS AND SCIENCE
Bachelor of Commerce - Information Technology, English
Skills
Linux OSWindows OS
AWS CLOUD
Networking - Cisco IOS
Research and developmentRoot cause analysis
Handling high impact incidents, change and problem ticketsUser account administration (UAM)ITSM
Active directory
Exchange
Certification
AWS Cloud Practitioner
Timeline
AWS SystemOps Administrator Associate
06-2022
IT Engineer Escalation
Amazon Inc
04.2022 - Current
AWS Solution Architect Associate
04-2022
AWS Cloud Practitioner
01-2022
IT Service Support Specialist
AMAZON.COM, INC
11.2020 - 04.2022
Analyst
HCL TECHNOLOGIES LTD
11.2018 - 01.2020
Technical Support Engineer
HGS LTD
06.2017 - 11.2018
G.R.D -
COLLEGE OF ARTS AND SCIENCE