Technical Support Engineer

Praveen M

967-***-**** *************@*****.*** Chennai, India 600026

SUMMARY

A Seasoned Technical support engineer with 5 years of experience in IT domain. Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.

SKILLS

AWS

SQL

Linux

Technical Support

Customer Success Management

EXPERIENCE

Technical Support Engineer, Eternium Solutions, May 2022-April 2024 Chennai, India

Coordinated with both onsite and offshore clients to manage their queries and assist them with technical/network support.

Handled email support, call support, and technical support for all existing enterprise clients and new clients.

Monitored ticketing system queues for incoming requests from customers. Experienced in handling Linux server environment and Secure shell(SSH) command line interface for in-depth analysis and issue resolution Providing back-end technical support in API and SQL queries. Authentication Specialist, Amazon, July 2021-May 2022 Chennai, India

In accordance with Amazon's inauthentic and safety standards, plan, perform, supervise, and coordinate the completion of assigned Product Quality investigations within deadlines. Provided technical support for customers in resolving complex issues. Analyzed data from customer surveys to identify trends in customer behavior. Worked on user administration in IAM, including managing users, groups, and permissions, by ensuring that security is maintained at all times. Using the IAM policy generator, I have generated customized IAM policies according to project requirements.

Assigned IAM roles to various AWS services in order to improve security by eliminating credentials.

Sr. Seller Support Associate, Amazon, July 2019-June 2021 Chennai, India

Managed on-boarding seller's, educated them on company's policies and resolved issues related to account handling

Resolved seller queries related to Product listing, Product details inaccuracies, shipping and Fulfillment by Amazon issues via email, phone

Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller's issues

Troubleshoot and provide product guidance and support to all Amazons Sellers and Brand owners

Evaluate seller information and documents submitted by the seller with reliable sources and prevent fraudulent sellers from entering the system Investigate supply chain, seller transactions and escalate issues to the relevant team as per Standard Operating Procedures.

Customer Service Representative - AR, HCL Technologies, February 2018-June 2019 Chennai, India

Worked on unpaid/ unresolved claims, followed up with patient and insurance companies Customer assistance, track and record current active insurance of the patient Denial management and claims resolution based on various denials. EDUCATION

Bachelor's

EEE, Jerusalem College of Engineering, Chennai Tamil Nadu May 2016

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