V R Arun Kumar

• Handling User administration for working on Access Management through Active Directory
• Resolving the permission issues through Active Directory
• Patching Activity
• Designed and implemented AWS infrastructure solutions, utilizing services such as EC2, S3, Lambda, and RDS
• Leveraged AWS CloudFormation to automate infrastructure provisioning and management, reducing deployment time by 50%
• Implemented highly available and fault-tolerant systems using AWS Elastic Load Balancers and Auto Scaling groups
• Ensured the security and compliance of cloud infrastructure by implementing IAM policies, VPC security groups, and encryption mechanisms
• Conducted performance monitoring and optimization activities to improve system efficiency and reduce costs
• Led the migration of on-premises applications to the AWS cloud, resulting in improved scalability and cost savings of 30%
• Provided guidance and technical support to cross-functional teams on AWS best practices and infrastructure-related issues
• Responded to support tickets and inquiries, ensuring high levels of customer satisfaction
• Developed and maintained knowledge base articles and documentation for troubleshooting common issues
• Conducted training sessions for customers on AWS services and best practices.

● Provided exceptional application support to end-users, ensuring timely resolution of issues and minimal disruption to operations.

● Conducted root cause analysis to identify and address recurring issues, resulting in a significant reduction in system downtime.

● Participated in the testing and implementation of application upgrades, patches, and enhancements.

● Documented technical procedures, troubleshooting steps, and FAQs to create a knowledge base for the support team.

● Ensured compliance with service level agreements (SLAs) by meeting or exceeding response and resolution timeframes.

● Acted as a primary point of contact for critical incidents, managing escalations and coordinating with stakeholders to minimize impact.

● Assisted in onboarding new team members by providing training and guidance on application support processes and tools.

● Assisted in the testing and deployment of application updates and patches.

● Monitored system performance and reported anomalies to the support team, ensuring prompt response and resolution.

● Assisted in troubleshooting network connectivity issues and coordinating with network administrators for resolution.

● Proficient in designing, implementing, and maintaining AWS cloud infrastructure solutions.

● Deep understanding of AWS services, including EC2, S3, VPC, Lambda, RDS, DynamoDB, and CloudFront.

● Strong knowledge of networking principles and technologies, including TCP/IP, DNS, VPN, and load balancing.

● Skilled in infrastructure automation using tools like AWS CloudFormation

• Provided exceptional application support to end-users, ensuring timely resolution of issues and minimal disruption to operations
• Documented technical procedures, troubleshooting steps, and FAQs to create a knowledge base for the support team
• Ensured compliance with service level agreements (SLAs) by meeting or exceeding response and resolution timeframes
• Assisted in onboarding new team members by providing training and guidance on application support processes and tools
• Monitored system performance and reported anomalies to the support team, ensuring prompt response and resolution
• Proficient in designing, implementing, and maintaining AWS cloud infrastructure solutions
• Deep understanding of AWS services, including EC2, S3, VPC, Lambda, RDS, DynamoDB, and CloudFront
• Strong knowledge of networking principles and technologies, including TCP/IP, DNS, VPN, and load balancing
• Skilled in infrastructure automation using tools like AWS CloudFormation, Assisted customers in troubleshooting and resolving technical issues related to Symantec software products, ensuring timely resolution and customer satisfaction
• Provided in-depth product knowledge and guidance to customers, assisting them with installations, configurations, and product usage
• Responded to customer inquiries via phone, email, and chat, consistently meeting or exceeding response time and quality metrics
• Documented customer interactions, technical solutions, and troubleshooting steps in the ticketing system, ensuring accurate and comprehensive records
• Actively contributed to the improvement of customer support processes and knowledge base by identifying common issues and suggesting proactive solutions

• Responded promptly and professionally to customer inquiries via phone, email, and chat, ensuring a high level of customer satisfaction
• Assisted customers in navigating Amazon's website, providing information on product availability, pricing, and delivery options
• Resolved customer issues and concerns, including order tracking, product returns, refunds, and billing inquiries
• Handled a high volume of incoming calls while maintaining quality and productivity metrics
• Collaborated with cross-functional teams, including logistics, inventory management, and product development, to address customer concerns and provide timely resolutions
• Identified and escalated critical customer issues to appropriate teams for immediate resolution
• Acted as a subject matter expert, providing guidance and support to new team members during the training period
• Troubleshot and resolved customer complaints, ensuring a positive resolution and customer satisfaction
• Processed returns, refunds, and exchanges, following Amazon's policies and procedures
• Utilized knowledge base and internal resources to provide accurate and up-to-date information to customers
• Collaborated with cross-functional teams to ensure timely delivery of orders and resolved any shipping or delivery issues
• Achieved and exceeded individual performance targets, including call quality, customer satisfaction, and average handling time
• Participated in ongoing training and development programs to enhance product knowledge and customer service skills.