About
Service Operations and Service Delivery professional with 2+ years of experience managing SLAs, technician workflows, warranty
audits, and KPI tracking in a high volume service environment. Experienced in GSPN, ASTR and FTF performance tracking, service
scheduling, warrantyaudits,andoperationalreporting.SupportedbyaComputerSciencebackground,AWSCertifiedCloudPractitioner
credential, and foundational knowledge of Linux, networking, SQL, and cloud infrastructure.
What I'm looking for
Seeking a remote Service Operations,
Service Delivery, Technical Support, Customer Operations, or Customer Success role,
Experience
Administrator & Service Manager
Jan 2022 – Jan 2026
● Managed complete GSPN (service portal) operations covering technician profiles, warranty audits, and KPI tracking across ASTR (Average Service Turnaround) and FTF (First Time Fix) metrics.
● Monitored SLA compliance across the technician network and prepared weekly performance and operations reports for leadership review and improved and streamlined HVAC service operations end-to-end system.
● Improved warranty claim approval rate to 98% and reduced average payment hold time by 7 days through process tightening and closer vendor coordination.
GSPNSLA monitoringKPI tracking
Blueshore Airconditioning And Engineers
AWS Cloud Practitioner Trainee
Jan 2021 – Dec 2021
● Completed structured AWS Cloud Practitioner training covering EC2, IAM, S3, RDS, and core security fundamentals.
● Built cloud projects including VPC design, multi-tier architecture, and secure access configuration — directly relevant to Cloud/IT Support roles.
AWS EC2IAMVPC design
Magic Bus India Foundation
JavaScript Full Stack Intern
Jan 2021 – Dec 2021
● Built responsive UI components and basic APIs using JavaScript, HTML, CSS, and backend fundamentals under senior developer guidance.
● Collaborated with the development team on feature modules and testing activities — useful grounding for working cross- functionally with engineering and product teams.
JavaScriptHTMLCSS
Leiten India Pvt. Ltd.
Education
Rrase College of Engineering, Anna University, Chennai
M.E. · Computer Science
2026
Rrase College of Engineering, Anna University, Chennai
B.Tech · Information Technology
2018 – 2022
Rrase College of Engineering
B.Tech · Information Technology
2018 – 2022
Sacred Heart Hr. Sec. School, Cuddalore
2017 – 2018
Certifications
AWS Certified Cloud Practitioner
Amazon web services
Jan 2024 – Jan 2027
Skills
CanvaFigmaPower BIGitHubGitMySQLNetworkingLinuxAWS CloudWarranty auditKPI trackingSLA monitoringHVAC serviceGSPNvendor coordinationschedulingwarranty audit managementwarranty audit managemenKPI trackingSLA monitoring
Languages
English (Full professional proficiency)
