Ganesh Vemula

Results-driven Technical Support Associate with 2+ years of experience at Amazon managing high-volume incident queues, resolving complex technical and operational issues, and ensuring 100% SLA and TAT compliance. Skilled in L1 technical troubleshooting, escalation management to L2/L3 teams, root cause analysis (RCA), and ITIL-aligned incident response workflows. Proficient in SQL for incident log querying and Advanced Microsoft Excel for KPI tracking, SLA dashboards, and MIS reporting.

Proven record of reducing resolution time by 20% and decreasing repeat tickets by 15% through systematic knowledge base improvements and process redesign. Adept at translating technical issues into clear user-facing solutions with strong communication, empathy, and first-contact resolution (FCR) focus.

Technical Support Associate - Amazon - Hyderabad, Telangana, India

(2024-07)

• Managed and resolved 200+ daily technical support tickets and incident cases, maintaining 100% SLA and TAT compliance in a high-volume, fast-paced IT support environment.
• Performed L1 technical troubleshooting for transactional, operational, and system-related incidents — identifying root causes, applying fixes, and escalating unresolved issues to L2/L3 specialist teams (Technology, Compliance, Legal) with structured escalation documentation.
• Reduced average incident resolution time (MTTR) by 20% by using SQL to analyse incident log patterns, identifying a recurring documentation bottleneck in the escalation handoff process, and redesigning the resolution workflow.
• Decreased repeat ticket volume by 15% by auditing the knowledge base, identifying resolution gaps, and rewriting 30+ technical support articles — improving first-contact resolution (FCR) and reducing user re-contact rates.
• Built and maintained Advanced Excel KPI dashboards tracking daily ticket volume, resolution rates, SLA compliance, CSAT scores, and quality metrics — reports presented to team leadership weekly.
• Investigated system anomalies, flagged policy violations, and resolved high-risk technical incidents under Amazon's Concession Abuse Prevention (CAP) programme, following ITIL-aligned incident and problem management processes.
• Generated weekly MIS reports summarising incident trends, resolution metrics, and support quality scores to enable data-driven operational decisions by leadership.
• Collaborated daily with cross-functional teams — Operations, QA, Technology, and Compliance — to resolve escalated technical cases and implement sustainable process improvements.
• Maintained detailed, audit-ready incident documentation and structured resolution notes for all escalated cases, ensuring compliance with internal quality and regulatory standards.
• Provided multi-channel technical support via case management systems and internal communication platforms, ensuring timely, empathetic, and accurate responses to end-user queries.

Bachelor of Business Administration - Business Administration, Finance & Management - Vivekananda Degree College (2017 - 2020)