Sharath Jayakrishnan
Perinthalmanna
Summary
Diligent professional with 3 years of experience in a Cloud support role. Known for effective systems improvements and careful attention to infrastructure and operational procedures. Excellent diagnostic abilities with advanced technical expertise. Comprehensive tech support agent adept at handling several technical support queries and concerns per day. Recognized for resolving several problems in any given week and consistently meeting performance benchmarks in all areas. Hardworking and tech-savvy to prioritize workload.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Specialist (L4)
Amazon Web Services
Bangalore
11.2023 - 01.2024
- Performed troubleshooting activities to identify root cause of system issues.
- Provided technical assistance to clients by troubleshooting system problems.
- Collaborated with IT teams to develop solutions for complex technical issues.
- Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
- Assisted with developing training materials and conducting user training sessions for new technologies.
- Assisted in developing strategic plans for long-term success of the company.
- Ensured all SOP documentation was up-to-date by regularly reviewing policies and procedures.
Technical Support (L3)
Amazon Web Services
Bangalore
10.2021 - 11.2023
- Investigated customer complaints related to billing issues.
- Provided technical assistance and troubleshooting on escalated customer inquiries.
- Created training materials for new employees related to issue resolution procedures.
Resolution Specialist (L3)
Amazon Retail
Coimbatore
08.2020 - 12.2021
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
- Assisted customers with technical issues that were not solved by lower-level support.
- Tracked progress on open cases to ensure timely resolutions are provided to customers.
Customer Service Representative (L2)
Amazon
Coimbatore
07.2018 - 08.2020
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries via phone, email, and chat.
Education
B.Tech - Mechanical Engineering
Nehru College of Engineering And Research Centre
Thrissur, India10-2018
Skills
- Virtualization Technologies
- Operating systems
- Security understanding
- Cost Optimization
- Network configuration
- Performance Optimization
- Disaster Recovery
- Data Migration
- Troubleshooting
- Cloud Computing
- Scripting Languages
- Containerization Technologies
- Version control
Certification
- Linux for cloud by Learnbay
- AWS Certified Cloud Practitioner by AWS
- Youth Leadership Program by Toastmasters International, Dubai
Accomplishments
- AWS Support Core CS SME accredited
- AWS Support Mentor accredited (MAP)
Affiliations
- Football on weekends
- Hitting the gym early morning
- Casual Sunday rides on a motorbike
- Food exploring
Timeline
Technical Specialist (L4)
Amazon Web Services
11.2023 - 01.2024
Technical Support (L3)
Amazon Web Services
10.2021 - 11.2023
Resolution Specialist (L3)
Amazon Retail
08.2020 - 12.2021
Customer Service Representative (L2)
Amazon
07.2018 - 08.2020
B.Tech - Mechanical Engineering
Nehru College of Engineering And Research Centre
Similar Profiles
Francisco Javier Chavero, Jr.Francisco Javier Chavero, Jr.
Environmental Program Manager (EPM) at Amazon Web Services (AWS), Amazon Data Services, Inc.Environmental Program Manager (EPM) at Amazon Web Services (AWS), Amazon Data Services, Inc.
Manish KulshreshthaManish Kulshreshtha
Head - Enterprise Support (Mid and Large Enterprise Business) at Amazon Web Services (Amazon Internet Services Pvt. Ltd.)Head - Enterprise Support (Mid and Large Enterprise Business) at Amazon Web Services (Amazon Internet Services Pvt. Ltd.)
Joe BehrensJoe Behrens
Senior DevOps Consultant at Amazon Web Services (AWS) Professional ServicesSenior DevOps Consultant at Amazon Web Services (AWS) Professional Services
DEEPA KARUNAKARANDEEPA KARUNAKARAN
Customer Solutions Manager (Customer facing Program Manager) at Amazon Inc. (Strategic Accounts, Amazon Web Services)Customer Solutions Manager (Customer facing Program Manager) at Amazon Inc. (Strategic Accounts, Amazon Web Services)
Muhammad Labeeb C PMuhammad Labeeb C P
Operations Manager/Franchise Owner at DTDC EXPRESS LTDOperations Manager/Franchise Owner at DTDC EXPRESS LTD