K.Pavan Charan

Responsibilities

• Provided technical support to customers via voice and remote troubleshooting, ensuring effective resolution of issues.
• Diagnosed and resolved Windows operating system, software, and connectivity issues.
• Supported customers in application configuration and technical troubleshooting, facilitating optimal use of software.
• Escalated complex technical issues to higher support teams following SLA guidelines.
• Documented incidents and resolutions accurately in ticketing systems.
• Achieved high customer satisfaction by resolving issues promptly and effectively.

• Configured AWS cloud services including EC2, S3, IAM, and VPC under senior guidance to support project requirements.
• Worked with Linux environments for basic administration and troubleshooting tasks.
• Gained hands-on exposure to Git, Docker, and Jenkins during deployment activities.
• Participated in cloud infrastructure documentation and monitoring activities.
• Learned CI/CD concepts and deployment workflows while supporting internal projects.
• Engaged with senior engineers to deepen understanding of cloud infrastructure and deployment processes, enhancing team knowledge.

Executed assigned duties to support team objectives.

• Provided inbound customer support through voice channels.
• Resolved customer queries while maintaining quality and SLA targets.
• Documented customer interactions to ensure accurate follow-up and resolution.
• Escalated unresolved issues to relevant departments.
• Maintained professionalism while managing high call volumes to enhance customer satisfaction.

Installed and configured desktop computers, laptops, and peripheral devices to ensure optimal user functionality.

• Diagnosed and resolved hardware and software issues, enhancing system performance and user satisfaction.
• Installed Windows operating systems, drivers, and business applications.
• Configured BIOS settings and performed system maintenance.
• Assisted users with printer, email, and network connectivity issues, facilitating seamless daily operations.
• Performed preventive maintenance and documented service activities.
• Defined key responsibilities for the role.