Praveen Sivamani
Chennai,Tamil Nadu
Summary
Seeking a challenging role in a dynamic work setting where I can leverage my experience and academic background to enhance organizational effectiveness, while applying my interpersonal and technical skills to drive solution development and implementation. Committed to ongoing professional growth and contributing positively to project outcomes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
Sellcraft Global Solutions - Chennai
03.2024 - Current
- Performed software repairs and cut update times for systems & software.
- Take calls and emails from clients - Provide IT Support for clients - Perform IT work remotely - Act as triage between client and another service.
- Perform first-level diagnosis and troubleshooting support to end-users.
- Provided support processes, workarounds, and log all help desk interactions.
- Provided enhance customer service to satisfaction via phone, email, and remotely using Dameware software. Identified and escalated situations requiring urgent attention.
- I Was responsible in processing Airways employees remotely with both software, hardware, and printer issues Assist LTF employees with POS software and peripherals Reset. Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
Senior Consultant - Customer Support Executive (Chats and Calls)
Groupon Shared services
03.2023 - Current
- Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends through Zendesk and salesforce Platform.
- Providing customer support and understanding the needs of the client
- Supporting customers by emailing and chat by giving them technical solution of their product in use
- Document all mails with regards to customer inquires accurately and achieving all types of targets specified by the process
- Maintain consistent metrics with regard to client satisfaction, response per hour, and quality assurance
- Handling high escalation chats and mails.
Customer Support Executive (Chats and Calls) Senior Consultant
Intouch Private limited
02.2022 - 09.2022
- I worked on Android Gaming project called Coin-Master and Final Fantasy.
- Maintain consistent metrics with regard to client satisfaction, response per hour, and quality assurance
- Communication and follow-up with borrowers, closing agents and internal departments to obtain missing or incomplete documentation necessary for complete file
- Demonstrates excellent time-management skills and ability to work independently while using departmental resources, policies and procedures
- If there is any update needed with tools or internal issues, will discuss with my Team lead and Team manager for solutions
Seller Support Associate
Sutherland Global Services
10.2018 - 09.2021
- Company Overview: Client: Amazon, Process: Seller Support FBA NA/UK Process
- E-mail, Chats and Calls
- Works at Amazon AWS (Amazon Work Space) platform in order to rectify every seller's interaction coupled with proactive problem solving and provides exceptional support to sellers
- Monitoring progress with incidents by maintaining contacts with departments to which the problem is referred.
- Main work is to solve all sorts of query that a seller raised related to managing inventory, settling claims, building international listings, managing product detail pages, payment issues, registration issues, FBA issues and all
Education
B.E. -
Mechanical Engineering
Chennai, Panapakkam01.2015
Senior secondary examination -
Anandvalli Matriculation Hr, Sec School
Chennai, Urapakkam01.2011
Secondary examination -
Shalom Matric Hr, Sec, School
Chennai, Vandalur01.2009
Skills
- Remote Support
- Help Desk Support
- Technical issues analysis
- System Upgrades
- VPN Configuration
- Software Installation
- Application support
- Written and verbal communication
- Scheduling
- Microsoft Windows and Office
- Remote Technical Support
Certification
Linux Certification, Besant Technologies, Chennai, Tamil Nadu
Languages
Fluency in English
Fluency in Tamil
Additionalinformation - Hobbies
- Sitcom
- Movies
- Badminton
- Cricket
Technicalskills - Linux
- Experienced in Creation and managing user accounts, security rights, disk space and process monitoring in Linux.
- Hands on experience in Linux commands and services.
- Good Team spirit and good leadership qualities.
Personal Information
- Date of Birth: 05/24/94
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge and I take full responsibility for the veracity of the same.
Timeline
Service Desk Engineer
Sellcraft Global Solutions - Chennai
03.2024 - Current
Senior Consultant - Customer Support Executive (Chats and Calls)
Groupon Shared services
03.2023 - Current
Customer Support Executive (Chats and Calls) Senior Consultant
Intouch Private limited
02.2022 - 09.2022
Seller Support Associate
Sutherland Global Services
10.2018 - 09.2021
B.E. -
Mechanical Engineering
Senior secondary examination -
Anandvalli Matriculation Hr, Sec School
Secondary examination -
Shalom Matric Hr, Sec, School
Linux Certification, Besant Technologies, Chennai, Tamil Nadu
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