Thommas Talari
Hyderabad,TG
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
ORBCOMM Technologies.
11.2022 - Current
- ORBCOMM® company, a global leader in developing GPS fleet management software, telematics and vehicle tracking solutions.
- Providing Level 1 client support and technical issue resolution via CRM(SalesForce), SQL and Customer Data Base Server via Phone, Chat & Email medium.
- Coordinating with the filed technician installing and configuring the tracking devices on the Customer Data Base Server.
- Also creating a customer user credentials on by assigning the job roles.
- Work with Tier 2 team to analyze furthermore on the request and provide a resolution.
- Interact with various internal teams like Engineering (Tier3 –Software/Hardware), QA and Orders to troubleshoot and/or resolve customer requests.
- Delivered training sessions to the team, fostering a strong understanding of company products and services.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Advanced Technician, D2AS.
Amazon
06.2019 - 08.2021
- Handling the technical escalations calls from customers related to all devices, digital
and Alexa services. - Troubleshooting the issues related to Fire sticks, Fire Tablets, Echo and Kindle devices.
- Dealing with digital services like Prime Video, Amazon Music, Amazon Drive and Twitch streaming.
- Mentored junior technicians in resolution techniques, fostering professional growth within the team.
- Part of a pilot team to retrieve the negative customer experience.
- Responsibility of supporting latest devices and streamlining the troubleshooting procedures for junior technicians.
- Analyzing the customer accounts and authorized to process exceptions for customer satisfaction.
- Supported multiple regions during peak times in Amazon.com and Amazon.in
- Walking customers through a series of steps in setting up and troubleshooting the devices.
- Handing non-technical retail issues as well there by acting as one stop support for best customer experience.
Education
Bachelor of Commerce - Accounting
Wesley Degree College
Hyderabad, India03.2018
Intermediate - M.E.C.
Master Minds Jr College
Visakhapatnam, India03.2014
Secondary School Certificate -
Amalodbhavi EM High School
Eluru, India03.2012
Skills
- Team Player
- Excellent Communication
- Problem-Solving
- Adaptability
- Effective Decision Making
- Continuous Improvement
- Customer Success Management
- Attention to Detail
- Training and mentoring
- Strong work ethics
Additional Information
- Active trainer of EXPA CADET programme where we train NCC Cadets in their all round development and employability skills in a 2 day module.
- Ex Petty Officer Cadet at 1 (Telangana) Naval Unit NCC and C certificate holder.
- Volunteered at Feeding India - Hyderabad Chapter.
Technical Skills
- MS Excel,
- MS Word.
- MS PowerPoint.
- MS Teams.
- Share point.
Hobbies
- Listening to Music.
- Playing Badminton.
Timeline
Technical Support Engineer
ORBCOMM Technologies.
11.2022 - Current
Advanced Technician, D2AS.
Amazon
06.2019 - 08.2021
Bachelor of Commerce - Accounting
Wesley Degree College
Intermediate - M.E.C.
Master Minds Jr College
Secondary School Certificate -
Amalodbhavi EM High School
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