Nikitha G

🛠️ Skills & Competencies Technical Skills Customer Support & Trust & Safety 💼 Professional Experience Customer Support Specialist.

✔ AWS & Cloud Computing – AWS and DevOps Certified, with knowledge of AWS services like SES, SNS, Pinpoint, and WorkMail. ✔ Networking & Security – Understanding of TCP/IP, DNS, SSL, DHCP, load balancing, and Internet security concepts. ✔ DevOps & System Administration – Familiar with Linux/Unix and Windows OS, CI/CD pipelines, and automation tools.

✔ Technical Support & Troubleshooting – 2+ years handling technical queries, escalations, and troubleshooting. ✔ Trust & Safety / Compliance – Experience investigating online abuse, spam issues, and IP reputation concerns. ✔ Problem-Solving & Communication – Strong analytical mindset, excellent written and verbal communication skills.

📍 [sagility] | [Bangalore] |[June 2023 – Present]

• Provided technical support to global customers in an international voice process, resolving networking, cloud, and security-related issues.
• Investigated and resolved customer escalations related to email deliverability, spam complaints, and security threats.
• Worked with Trust and Safety policies, analyzing abuse reports, and enforcing AWS security standards.
• Managed customer queries efficiently, improving customer satisfaction scores (CSAT), and resolution times.
• Assisted in troubleshooting AWS services, ensuring optimal service performance for users.