Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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 OSundefined

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

Bachelor of Commerce - Information Technology, English

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Dhivakaran NIT Support Engineer (Esc)