Pradeep G. Nair
Technical Support Lead
Mumbai,MH
Summary
Dedicated professional with a robust background in technical support and complex customer issue resolution. Expertise in troubleshooting, networking, and software diagnostics ensures seamless user experiences and high satisfaction levels. Collaborative team player committed to achieving results while adapting to evolving needs, recognized for exceptional communication skills and a proactive, customer-centric approach. Proven ability to navigate challenges with innovative solutions that enhance operational efficiency and drive success.
Overview
9
9
Languages
14
14
years of professional experience
6
6
Languages
Work History
Customer Support Engineer
Nayara Energy Limited
04.2025 - 05.2026
- Provided technical support for software and hardware issues, enhancing user satisfaction.
- Resolved customer inquiries through troubleshooting procedures, improving response times.
- Collaborated with cross-functional teams to implement process improvements in support operations.
- Developed training materials for new hires, fostering knowledge transfer within the team.
- Analyzed customer feedback to identify trends, driving strategic enhancements to service delivery.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
Technical Consultant
MCX (Multi Commodity Exchange of India)
06.2024 - 04.2025
- Led implementation of trading platform enhancements to improve user experience and efficiency.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Analyzed client feedback to identify areas for system improvements and feature development.
- Mentored junior consultants, fostering skill development and knowledge transfer within the team.
- Conducted market research to inform strategic recommendations for product offerings and enhancements.
- Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
Fraud and Risk Analyst
JP Morgan Chase & Co. (Teleperformance India)
02.2022 - 03.2024
- \\
- Analyzed patterns in transaction data to identify potential fraudulent activities and mitigate risks.
- Developed and implemented fraud detection strategies to enhance operational efficiency and accuracy.
- Collaborated with cross-functional teams to improve risk assessment processes and reduce false positives.
- Reviewed customer accounts for unusual activity or patterns indicative of potential fraud risks, flagging concerns for further investigation.
- Collaborated with cross-functional teams to develop comprehensive fraud prevention plans.
- Established trusting relationships with stakeholders through transparent communication and diligent investigation efforts, fostering collaboration within the organization.
Fraud Call Investigation Officer
Alliance Data, (Epicenter Technologies)
01.2021 - 12.2021
- Responsible for thoroughly investigating suspected fraudulent phone calls, gathering evidence by interviewing potential victims and witnesses, analysing call records and transaction details, preparing detailed reports, and cooperating with relevant authorities to identify and potentially prosecute perpetrators.
Store Sales Manager
Credo Trading WLL
02.2020 - 12.2020
- Strategize ways to build market share, increase revenue and acquire success through innovative developments in organizational structure. Facilitate monthly sales presentations to audiences of up to 200 people and communications for upcoming joint venture opportunities and collaborative business efforts. Identify ways to build brand awareness through engaging campaigns that establish the company’s reputation, incite curiosity and inform potential customers.
Business Development Executive
Marigold Trading & Contracting Services WLL
08.2018 - 12.2020
- Strategize ways to build market share, increase revenue and acquire success through innovative developments in organizational structure. Facilitate monthly sales presentations to audiences of up to 200 people and communications for upcoming joint venture opportunities and collaborative business efforts. Identify ways to build brand awareness through engaging campaigns that establish the company’s reputation, incite curiosity and inform potential customers.
Recovery Officer
Q-PAY
09.2016 - 07.2018
- To alert, follow up and recover defaulted loan by conducting site visit, coordinating with local authority, manually settling overdue, blocking account of overdue clients and solve the problems with overdue and defaulted clients.
IT Network Engineer LV 2
Informatica Qatar
09.2012 - 07.2015
- Provide advanced engineering and support services to the campus data network environment in an environment consisting of network switches, routers, wireless (802.11), Datacentres, OSPF, BGP, DNS, DHCP, VPN, logging, and NAC technology solutions.
Education
High School Diploma -
International Indian School
Riyadh, Saudi Arabia 04.2001 -
Bachelor of Science - Electronics & Telecommunication Engineering
Hindustan University of Engineering & Technology
Coimbatore, Tamil Nadu 04.2001 -
Bachelor of Arts - English Literature
University of Calicut
Kerala 04.2001 -
Skills
2009: CWNA LV 1
2010: MCSE LV 1
2010: CCNP LV 1
Telephone and email etiquette
Customer support
Timeline
Customer Support Engineer
Nayara Energy Limited
04.2025 - 05.2026
Technical Consultant
MCX (Multi Commodity Exchange of India)
06.2024 - 04.2025
Fraud and Risk Analyst
JP Morgan Chase & Co. (Teleperformance India)
02.2022 - 03.2024
Fraud Call Investigation Officer
Alliance Data, (Epicenter Technologies)
01.2021 - 12.2021
Store Sales Manager
Credo Trading WLL
02.2020 - 12.2020
Business Development Executive
Marigold Trading & Contracting Services WLL
08.2018 - 12.2020
Recovery Officer
Q-PAY
09.2016 - 07.2018
IT Network Engineer LV 2
Informatica Qatar
09.2012 - 07.2015
High School Diploma -
International Indian School
04.2001 -
Bachelor of Science - Electronics & Telecommunication Engineering
Hindustan University of Engineering & Technology
04.2001 -
Bachelor of Arts - English Literature
University of Calicut
04.2001 -
Quote
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
Language Capabilities
English: High Proficiency
Malayalam: Native Proficiency
Hindi: Native Proficiency
Nepali: High Proficiency
Arabic: Medium Proficiency
Tamil: High Proficiency
Gujarati: Medium Proficiency
French: Medium Proficiency
Spanish: Medium Proficiency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal Characteristics:
Good decision maker with leadership skills, to carry out each responsibility with utmost sincerity, an innovative person while handling work alone or in a team, as well as various events and social programs. Speedy thinking and learning, flexible character and adjusts to the work environment fast.
Passport Details:
- Passport Number: T0406744
- Place of Issue: Cochin
- Date of Issue: 2018-12-10
- Date of Expiry: 2028-12-09
Declaration:
I hereby state that all the above-mentioned details are true to the best of my knowledge and ability. Place: India Date: February 2025
Summary of Professional Experience:
- Over 7 years of expertise developing and maintaining network, security, and server infrastructure. Mentored hundreds of new engineers, addressed escalating issues, and developed solutions to complicated business requirements.
- With 7 years of expertise in Human Resource Management, covering HR, Industrial Relations, Administration, and Liaison responsibilities, this HR specialist is a generalist with a strong focus on innovation.
- Dedicated and detail-oriented Customer Care Specialist with excellent customer satisfaction record. Capable of doing client account investigation to complete requests and correct data input and invoicing problems. Flexible schedule options, including nights, weekends, and emergency scenarios.
Personal Characteristics:
Good decision maker with leadership skills, to carry out each responsibility with utmost sincerity, an innovative person while handling work alone or in a team, as well as various events and social programs. Speedy thinking and learning, flexible character and adjusts to the work environment fast.
Passport Details:
- Passport Number: T0406744
- Place of Issue: Cochin
- Date of Issue: 2018-12-10
- Date of Expiry: 2028-12-09
Declaration:
I hereby state that all the above-mentioned details are true to the best of my knowledge and ability. Place: India Date: February 2025