Desktop Support Non Voice

DHIVAKARASUDHAN.K

Mobile: 759**-***** Email: ********.***@*****.***

PROFILE SUMMARY

Self-motivated & Detail oriented professional, experienced e-commerce analyst seeking for a challenging leadership position with company promoting best practices and offering diverse customer projects. With strong analytical and decision making skills, shoulder responsibilities effectively and contribute towards the growth of organization with the skills possessed and have developed.

WORK HISTORY

11/2013 - Present Senior Process Associate CES Pvt Ltd ( Decatrend Technologies) Nungambakkam, Chennai

Project – Guitar Center Role – Fraud Analyst

Assessing the operating process of financial review and fraud identification to find order transaction flaws, optimize workflow and prevent fraudulent activities.

Conducting in-depth analysis of payment flow inaccordance with company/cyber practices, canceling fraudulent transactions, escalating suspicious orders to next level verification with corresponding bank/customers.

Developing & maintaining fraud analysis models, adopting market trends for fraud prevention.

Project – Ebags Role – Process Associate

Analysing order placement and nature for effective process flow of warehouse planning, shipment and product delivery.

Handling chats and emails, sorting customer queries & identifying the order issues.

Educating the problem nature to customer & rendering proper support for solving the same.

Escalating the complex scenarios for next level analysis and following it to update customers ensuring prompt delivery.

Generating categorized reports for overall process flow and implementing practice updation for smooth operation.

Maintaining customer retention to the company.

May 2012 – May 2013 Technical Engineer (Sales – USA) IV Support Technologies Guindy, Chennai

On technical support interface, handling customer chats on their software/technical issues on computers, printers, other input/output devices etc.

Understanding the issue nature, device info and explaining customer about the possible causes.

Upon customer’s approval, establishing remote desktop support connection for in-depth problem analysis, system parameters, network technologies & educating customer in detail.

Recommending the effective sorting method, processing secured encrypted payment transactions for the fix or subscription for periodical maintenance.

Installing the required tool/calling card on customer’s system and perform the fix through our technical analyst.

Alerting customers with tool updates for enhanced software/device protection from malicious cyber attacks.

Aug 2008 – May 2012 Customer Service Executive Neltech Solutions Alwarpet, Chennai

Converting day to day logs of logistics as system records, maintaining & co-ordinating with various in-house department for effective operation flow.

Communicating customers through email regarding their queries, processing documents and delivery concerns.

Generating consolidated tracking reports for cost analysis .

Co-ordinating with partner concerns for successful logistics operation.

TECHNICAL SKILLS

ERP TechIn, LogMeIn/Rescue, Boldchat, Salesforce, Kana, Accertify, Amex & Discover bank verification tools.

MS Office, C Language, HTML, CRM & Internet Tools.

EDUCATIONAL QUALIFICATION

BE (EEE) - PSNA CET, Dindigul (Anna University) - (2004-2008) - 69.2%

HSC (+2) - CMHSS, Oddanchatram (Matriculation) - (2004) - 81.3%

SSLC (10th) - CMHSS, Oddanchatram (Matriculation) - (2002) - 84.6%

PGDCA - TCEDS, Oddanchatram - (2003-2004) - 77.0%

CO-CURRICULAR ACTIVITIES

Volunteered for Interact club and sports activities in school.

Participated in Science Expo Projects.

Web designing creator in district level contest.

PERSONAL DETAILS

Father’s name Krishnamoorthy.K

Date Of Birth 16/04/1987

Marital Status Married

Contact Address 3/316, Rathinapuri Garden, Nr.Ganesh Mahal, College road, Kaniyampoondi(p.o), Vanjipalayam, Tirupur – 641 663, Tamilnadu.

Hobbies Travel & Explore, surfing net, Listening music

Languages Tamil, English & Hindi (only to read)

DECLARATION:

I hereby vouch that the information furnished above are true and I also assure you that, I’ll do my duties to best of my abilities.

PLACE :

DATE : K.DHIVAKARASUDHAN

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