Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Anurag Jayan

Anurag Jayan

East Delhi

Summary

Results-driven Cloud Engineer with hands-on experience in AWS, Azure, Docker-ECS, EC2, RDS, S3, and multi-cloud integration. Skilled in designing, deploying, and managing scalable, secure, and highly available cloud infrastructures. Proficient in automation, CI/CD pipelines, containerization, and hybrid cloud management. Adept at optimizing cloud environments, ensuring cost efficiency, and implementing best performance, security, and reliability practices.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Virtual Customer Service

Amazon
06.2023 - 09.2023
  • Company Overview: Amazon is a global technology and e-commerce leader offering online retail, cloud computing (AWS), digital streaming, and artificial intelligence services to millions of customers worldwide.
  • Delivered customer support through chat, email, and phone, ensuring quick resolution of users and issues.
  • Assisted customers with order management, refunds, payments, and account troubleshooting.
  • Maintained high standards of customer satisfaction, empathy, and communication, consistently exceeding performance targets.
  • Utilized internal tools and CRM systems to track, document, and resolve customer cases efficiently.
  • Collaborated with team leads to improve workflows and shared feedback for enhancing customer experience.

Process Associate

IGT Solutions
08.2022 - 01.2023
  • Handled end-to-end customer support for travel clients, including flight bookings, modifications, cancellations, refunds, and GDS-based reservations while ensuring high customer satisfaction.
  • Consistently achieved 95%+ CSAT scores by delivering seamless travel assistance and quick issue resolution.
  • Successfully handled high call volumes during peak travel seasons, maintaining SLA adherence.
  • Recognized for first-call resolution excellence, reducing customer follow-ups by 20%.
  • Assisted in training new associates on GDS tools and SOPs, improving team productivity.
  • Contributed to a process improvement initiative that streamlined refund handling, cutting processing time by 15%.

Ienergizer(Roblox)

Customer Care Executive
08.2021 - 02.2022
  • Provided customer support for Roblox users via chat and email, resolving account, payment, and gameplay issues. Ensured high-quality service, achieving strong customer satisfaction scores.
  • Used advanced software to prepare documents and reports.
  • Screened emails and responded accordingly to support correspondence.
  • Facilitated training and onboarding for incoming office staff.
  • Organized and coordinated conference and monthly meetings.
  • Worked with senior management to initiate new projects and assisted in various processes.

Education

Bachelor of Electronics and Communication -

Swami Vivekanand University
06.2017

Executive Post Graduation - Cloud Computing and DevOps

IIT Roorkee(Intellipaat)
03.2023

Skills

  • Proficient in Git version control
  • Proficient problem-solving
  • AWS account management
  • DevOps practices
  • Azure DevOps expertise
  • Skilled in Python and C development
  • Data manipulation using SQL
  • Proficient in Docker
  • Kubernetes management
  • Jenkins automation
  • Power BI proficiency

Certification

  • Certification in Cloud Computing and DevOps
  • Internship at CODETECH IT SOLUTIONS

Languages

English, Hindi, Malayalam
Upper intermediate (B2)

Timeline

Virtual Customer Service

Amazon
06.2023 - 09.2023

Process Associate

IGT Solutions
08.2022 - 01.2023

Ienergizer(Roblox)

Customer Care Executive
08.2021 - 02.2022

Bachelor of Electronics and Communication -

Swami Vivekanand University

Executive Post Graduation - Cloud Computing and DevOps

IIT Roorkee(Intellipaat)

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Anurag Jayan