Headline

Technical Support Professional | Cloud Enthusiast | AWS Trained (EC2, EBS, Linux) | Ex-Concentrix | Open to Cloud & Tech Support Roles

About

I'm a support professional with 3 years of experience, currently making a focused transition into cloud and technical support roles. My journey into tech started with hands-on AWS training — I've worked with EC2 instances, EBS volumes, AMIs, Snapshots, and Linux basics, and I'm actively preparing for the AWS Cloud Practitioner certification. On the professional side, I spent 1.6 years at Concentrix as an International Chat Support Representative on the Amazon process — handling high-volume queues, escalations, and SLA-driven resolutions. That experience taught me how to diagnose issues fast, communicate clearly under pressure, and collaborate across teams to get things resolved end-to-end. More recently, I've been working as an Executive Assistant where I also picked up practical exposure to web hosting (Hostinger dashboard, domain coordination) — which deepened my curiosity for how infrastructure actually works behind the scenes. I'm based in Gurugram and looking for technical support or cloud-adjacent roles where I can grow my cloud skills while bringing real support experience to the team. Open to: Cloud Support Associate | Technical Support Engineer | AWS Technical Support | IT Help Desk (Cloud-focused)

Location

Gurugram

Work experience

Executive Assistant & Operations Coordinator at Urbanaxis Development Private Limited, Feb 2025 - Present · 1 yr 5 mos, Gurugram, ▸ Built and launched the company website from scratch using Hostinger Website Builder, enabling the company's digital presence and market recognition from its early stage. ▸ Managed e-procurement activities including government railway tender research, bid preparation support, and market rate analysis for item pricing and cost estimation. ▸ Conducted market research and vendor visits for price negotiation on project materials, contributing to informed procurement decisions and cost control. ▸ Maintained comprehensive physical and digital records of project files, contracts, agreements, invoices, and office expenses across all active engagements. ▸ Structured and organised office operations from the ground up — establishing filing systems, record-keeping processes, and coordination workflows for a fast-growing startup.

International Chat Support Representative – Amazon E-commerce Process at Concentrix, Sep 2023 - Feb 2025 · 1 yr 6 mos, Gurugram, ▸ Delivered international live chat support for Amazon's e-commerce process, resolving customer queries related to orders, refunds, replacements, and account issues across high-volume queues. ▸ Processed refunds and replacements as per Amazon's guidelines, ensuring accurate and policy-compliant resolutions on a daily basis. ▸ Maintained an Average Handle Time (AHT) of 2–3 minutes while managing multiple simultaneous chats, demonstrating strong efficiency under pressure. ▸ Consistently achieved a Positive Response Rate (PRR) of 95-98% every month, reflecting high accuracy and quality in issue resolution. ▸ Managed escalations by coordinating with specialist backend teams, ensuring complex cases were resolved end-to-end within SLA timelines. ▸ Worked in a target-driven environment with strict adherence to quality standards, process compliance, and customer satisfaction metrics.

Education

Bachelor of Commerce (Honours), Business/Commerce, General, R.K.D. College