Vikram Dhamale
Pune,Maharashtra
Summary
Result-oriented technical support specialist with 3.7 years of experience in a fast-paced technical environment. Proven ability to provide comprehensive technical and application support for multiple cloud-based applications. Skilled in troubleshooting complex problems, analyzing product data, and collaborating with cross-functional teams to drive continuous improvement and exceptional serviceability. Strong interest in IoT, connectivity solutions, and alternative power sources. Friendly and efficient customer service professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution.
Overview
5
5
years of professional experience
1
1
Certification
Work History
TECHNICAL CUSTOMER SERVICE ASSOCIATE
Amazon Web Services
11.2020 - 06.2024
- Delivered reliable support for all clients using the AWS platform
- Improved and maintained existing IT processes and system documentation to create easy to use reference guides
- Consulted users to determine areas in need of improvement
- Understood key systems in use, providing business-as-usual (BAU)
- IT support on day-to-day basis
- Worked with internal support teams, outsourced managed service providers and suppliers for comprehensive end-user setup and support
- Owned support tickets using IT management system for assigning and escalating
- Responded quickly to logged requests and incidents, achieving service KPIs
- Analyzed log files, systems and network traffic to identify improvement opportunities
- Analyzed intricate server issues and supported large enterprise and business-critical applications
- Resolved issues and escalated problems with knowledgeable support and quality service
- Assessed latest innovations and adopted cost-effective, useful solutions
- Used exceptional communication abilities to provide clear staff training on complex new technologies
- Managed all payment processing, invoicing and collections tasks
- Carefully reviewed each invoice and requisition for payment, resolving errors prior to processing
- Built rapport with customers through courteous and professional communications
- Maximized customer satisfaction by resolving service issues promptly
- Monitored customer surveys and feedback to develop corrective actions for service-related issues
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
CS-ASSOCIATE
EXL Service
09.2019 - 07.2020
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Handled high-volume telephone calls to address and resolve customer queries.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Education
Post-Graduation Diploma - Business Management, Supply chain management
Bachelor of Engineering - Mechanical Engineering
Diploma - Mechanical Engineering
High School Certificate (HSC) - Science
Secondary School Certificate (SSC) -
Skills
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking Abilities
- Excellent Communication
- Attention to Detail
- Organizational Skills
- Adaptability and Flexibility
- Decision-Making
- Team Collaboration
- Problem-solving aptitude
- Professionalism
- Team building
- Technical Support
Certification
- AWS Certified Cloud Practitioner
-Validation Number- 79170725530f4ffaa311749adb836f2a
-Validate at- https://aws.amazon.com/verification
Languages
English
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Timeline
TECHNICAL CUSTOMER SERVICE ASSOCIATE - Amazon Web Services
11.2020 - 06.2024
CS-ASSOCIATE - EXL Service
09.2019 - 07.2020
Symbiosis Centre for Distance Learning - Post-Graduation Diploma, Business Management, Supply chain management
K.J.E.I's KJ College Of Engineering and Management Research - Bachelor of Engineering, Mechanical Engineering
DK Polytechnic - Diploma, Mechanical Engineering
Abhinav educations society's Jr. College - High School Certificate (HSC), Science
Mary Memorial School - Secondary School Certificate (SSC),
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.)
Robert GoodwinRobert Goodwin
Global Lead, Specialist Solutions Architect WWPS Secure Hybrid Cloud at AMAZON WEB SERVICES AMAZON INCGlobal Lead, Specialist Solutions Architect WWPS Secure Hybrid Cloud at AMAZON WEB SERVICES AMAZON INC
Christopher TiceChristopher Tice
Generator Technician at AWS, Amazon Web ServicesGenerator Technician at AWS, Amazon Web Services
JAGRATI REWADIKARJAGRATI REWADIKAR
Service Delivery Ops Analyst at AccentureService Delivery Ops Analyst at Accenture