Diwakar Kamakuri

Client: Microsoft Pvt Ltd.

Work Profile:

• Specialized in managing Infrastructure and Cloud services.
• Diagnosed and managed Windows Devices and Server Virtualization.
• Handled installation, management and configuration of various Windows devices alongside virtual environments in Hyper-V, Azure VM and VMware.
• Drive and track problem records from Global Delivery Networks.
• Analyzed logs to identify errors and updates.
• Assessed problems, determining suitable steps for resolution.
• Relayed problem action items to GDN, ARL, DE business approvers, Client’s business, internal teams, third-party vendors.
• Implemented and relayed Problem Management Processes to stakeholders.
• Implemented management solutions for critical problems.
• Performed in-depth diagnosis of problems and assigned corrective actions to avert future occurrences.
• Managed escalation pathways for unresolved issues to senior Manager.
• Collaborated with various product teams based on specific needs and issues.
• Maintained updated knowledge through continuing education and advanced training.

Clients: Honeywell, Mastercard, Praxair, Caterpillar 1.5 ServiceDesk, Amgen 1.5 ServiceDesk, and USBank level 2 (Manual Software Installation Team).

Work Profile:

• Administered Active Directory user accounts for new and existing users.
• Managed Priority Incidents and Escalations.
• Handled SCCM client issues on end-user desktops and laptops.
• Deployed software using SCCM console.
• Installed, maintained, and troubleshooted various Windows applications.
• Completed software deployment by assigning end users to specific security groups in Active Directory.
• Collaborated on Honeywell IMAC projects.
• Managed and troubleshot challenges within Citrix and Amazon Workspace environments.
• Facilitated software procurement across multiple teams.
• Updated customers on progress towards resolution throughout the entire process.

• Resolved customer complaints and inquiries promptly to maintain positive relationships.
• Followed up regularly with existing customers in order to assess their satisfaction levels.
• Maintained up-to-date knowledge of industry trends and competitor customer service practices.
• Exceeded established service goals while leveraging customer service, sales and employee management best practices.
• Analyzed customer feedback to recommend product or service enhancements.
• Analyzed data from customer surveys to identify trends in customer needs and preferences.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.