Delivered real-time chat and email support for US, UK, and Canada customers, resolving Kindle device and Amazon.com order issues. Provided end-to-end assistance for order tracking, returns, refunds, and account management. Troubleshot Kindle devices and apps, guided users through setup and connectivity fixes, and maintained thorough documentation of interactions. Adhered to SLAs and quality standards while collaboratively improving support processes.

Technical Support Engineer at HCL Technologies

October 1, 2020 - October 1, 2020

Provided Level 1 and Level 2 technical support to resolve hardware, software, and network issues. Diagnosed and troubleshot system and connectivity problems using remote tools and ticketing systems. Guided users through configuration steps, escalated complex issues, and maintained records to improve knowledge base accuracy and support efficiency.

AWS Data Engineer at Amazon

October 1, 2024 - October 1, 2024

Led end-to-end data pipelines for e-commerce analytics with a focus on batch and real-time processing. Implemented PySpark pipelines on AWS Glue to process millions of records, reducing processing latency by 30%. Stored cleansed data in Redshift, queried via Athena, and built QuickSight dashboards to track delivery performance and customer satisfaction, improving order lifecycle visibility and reducing delays. Designed scalable data workflows using Glue, PySpark, and EMR; automated orchestration with Airflow and Lambda; implemented monitoring with CloudWatch and IAM. Collaborated with business analysts and data scientists to translate requirements into actionable data solutions, and delivered dashboards to support decision-making.

Technical Support Engineer at HCL Technologies

June 1, 2019 - October 1, 2020

Provided Level 1 and Level 2 technical support to resolve hardware, software, and network issues for end users; diagnosed and troubleshot system and connectivity problems; guided users through email configuration, software installation, and access management; escalated complex issues to higher-level teams; maintained accurate records of service requests and resolutions to improve support efficiency.

Technical Consultant at Sutherland Global Service

July 1, 2017 - April 1, 2019

Delivered real-time chat and email support for US, UK, and Canada customers; provided end-to-end assistance for Kindle device and Amazon.com order issues; troubleshooted Kindle e-readers and apps, guiding users through setup, connectivity, and content delivery fixes; adhered to SLAs and quality targets and documented customer interactions to expedite issue resolution and improve service quality.