Vishnu S

• Driving an incident to resolution through support engagement utilizing a paging system and/or on-call schedules.

• Documenting key actions and events during an Incident bridge call.

• Notification to senior leadership of status and impact through emails to the Information Services (IS) department and contacting senior leadership to advise of the impact on the business.

• Ensure proper escalation procedures are adhered to and correct support teams are engaged.

• Facilitated resolution of high-risk incidents by coordinating with cross-functional teams, ensuring timely response and minimal impact on customers.

• Led cross-functional teams in incident resolution and root cause analysis, ensuring timely response and minimal customer impact.

• Facilitating peer-to-peer conference calls between resolver teams on non-significant incidents and escalating if the impact increases.

Projects: UK based Pharmacy & MNC about the global provider of professional information, software,

solutions, and services

AWS Support Engineer for the UK Client & Service desk/Customer (L1/L2) support

• Provisioning & Decommissioning, Troubleshooting Login, and connectivity-related issues, and Managing tags on Amazon Workspaces for the end users.

• Modifying the configuration of Amazon Workspace by compute type and storage.

• Knowledge in Registering Directory with Amazon Workspaces, Creating Custom bundles, and Images.

• Workspaces root volume and user volume are secured on the creation of a Workspace, providing encryption for data stored at rest, disk I/O to the volume.

• Performing direct interaction with employees of Rite Aid in the United States and helping them with various technical services such as Password reset, basic system troubleshooting, iPad login issues,etc.

• Generate, maintain, and present comprehensive reports to clients detailing data and observations and recommend appropriate courses of action.

• Incident management and reporting via the tool Service now.

• Answered user inquiries regarding payroll, computer, email, phone connectivity, software or hardware to resolution or escalated it to the corresponding team.

• Revitalized safety training programs, standards, and participation and achieved ZERO lost time injuries during the peak season.

• Oversee daily operations of the transportation safety program to ensure compliance with company, federal, state, and local standards.

• Integrate policies between the Safety Department, Environmental, Human Resources, IT, and Compliance.

• Included the environmental cleanup and make-ready-for-sale of the Fusion, Inc., facility.

• Organize job safety programs, attend safety job meetings, record keeping logs, and pre-job checklist with supervision project managers.

• Supplement monitor allocation performed by the quality vendor, focusing on individual support, and coaching for low-performing agents.

• Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity.

• SLA Tracking and Reporting and analysis of service delivery performance metrics.

• Assist the Quality Assessment Manager in accessing and maintaining the Witness Systems database.

• Assist in utilizing reporting tools that track performance at a department, team, and individual level to measure quality rates.

• Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Microsoft Visio.

• Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service requests per internal procedure.