Dinesh Kumar

DINESH KUMAR CUSTOMER SERVICE SPECIALIST Contact- s_dinesh_kumar@outlook Chennai, India Education Bachelor of Engineering (Civil) – Akshaya College of Engineering, Affiliated to Anna University (2015) Work Sutherland Global Services (Jan ’19 - Now) Amazon Development (Dec ’17 – Dec ‘18) KG Information Systems Limited (Sep ’16 – Nov ‘17) Expertise Technical Troubleshooting Customer Service Problem Solving Time Management Effective Communication User Training Office 365 Tools, including Teams Remote Support Tools Profile Summary Analytical, dependable professional with good experience in providing technical support to customers located across global locations. Committed to quality and service excellence with ability to provide specialized technical support to increase efficiency, performance, and end-user satisfaction Related Work Experience Sutherland Global Services  Provided Tier-1 technical support to clients like Verizon based in the US  Analyzed, troubleshooted and provided support to users with hardware and software issues. Escalated priority tickets to Tier 2 support for resolution  Used <<>> ticketing tool for logging and resolving the Technical issues. More than 95% of closed tickets have not been reopened by customer, which is above the department average  Well versed with Office 365 tools including One Drive, Teams and other productivity Tools. Supported users remotely using WebEx, Microsoft Teams Amazon Development  Worked remotely from my home location utilizing tools provided by Amazon  Used <<>> to log and resolve incidents and service requests and for follow-ups  Responded to technical issues from customers via calls, emails and chat systems  Provided documentations to customers after issue resolution, assisting in preventing future occurrences KG Information Systems  Helped new customers install and launch their products and solutions by guiding them through the setup process  Trained and Provided recommendations on settings or features to maximize user experience with the product