Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Languages
Timeline
Generic

Karan Waghmare

Pune

Summary

Possessing more than eight years of experience at Amazon and Tech Mahindra in roles such as Customer Service, Technical Consultant, Cloud Support, and Customer Relation Advisor, I have enhanced my expertise in Ansible, Jenkins, and Docker after my tenure at Amazon. I have also recently obtained certifications as an AWS Solution Architect Associate and AWS Cloud Practitioner. I am currently seeking opportunities for professional growth where I can further develop my skills and make significant contributions to the organization.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Relation Advisor

TECH MAHINDRA
12.2024 - 05.2025
  • Provide exceptional customer service and technical support to both inbound and outbound customers from the Genesis tool(UK Tech Team).
  • Done the DPA Validation from the Fusion tool.
  • Configuring new HBB (Indoor/Outdoor), MBB routers using ACS (Automatic Configuration Server) allowing for automated tasks like firmware updates, provisioning, and troubleshooting without requiring on-site technical visits.
  • Proficient with NU tool for congestion/coverage of the network mast and 4G/5G services enabling with IMEI/ICCID.
  • Handled unique customer cases by gathering details and creating helpful articles on an internal portal for future reference.
  • Documented and reported bugs to the relevant team, and escalated critical issues when needed.
  • Used tools like Lucid, Network Updater, and Resolve to run troubleshooting and check Hub and MAST congestion. If issue continued, raised a ticket using ROD (Remedy on Demand) and informed customer to wait up to 7 days.
  • ROD tool also helped schedule on-site technician visits when needed.
  • Switched customer's internet from IPv6 to IPv4 using the NU tool to improve connectivity.
  • Also supported phone troubleshooting along with HBB (Home Broadband).
  • Provided quick solutions, clear communication, and high customer satisfaction.

CAP (Cloud Assistance Provisioning) Associate

AMAZON
11.2021 - 07.2024
  • Provided technical support for internal teams and clients using AWS cloud infrastructure and services (EC2, S3, IAM, VPC).
  • Handled service requests, incident tickets, and escalations, ensuring resolution within defined SLA timelines.
  • Created and maintained documentation, SOPs, and how-to guides for resolving AWS-related support issues.

Technical Consultant

AMAZON
08.2018 - 11.2021
  • Provided Level 1 & 2 troubleshooting by Phone and email medium for Alexa, Echo Dot, and Fire TV Stick devices.
  • Supported Fire TV Stick users with HDMI issues, remote pairing, app performance, and system resets.
  • Resolved Wi-Fi, voice recognition, skill/app failures, and device setup issues via guided steps.
  • Assisted customers with linking accounts (Amazon Music, Prime Video) and device updates.

Customer Service Representative

AMAZON
04.2017 - 08.2018
  • Assisted customers with inquiries about orders, complaints, product issues via email and chat
  • Maintained AHT and other metrics.

Education

Bachelor of Commerce -

Himalayan University
06-2023

Skills

  • Customer complaint resolution
  • Client engagement
  • Cloud infrastructure troubleshooting
  • Incident management
  • Client and team communication
  • Analytical problem resolution
  • Fundamental networking knowledge

Certification

  • AWS Cloud Practitioner
  • AWS Solution Architect - Associate

Hobbies

Gym, Cooking and Household work.

Languages

English
Intermediate (B1)
Hindi
Advanced (C1)
Marathi
Bilingual or Proficient (C2)

Timeline

Customer Relation Advisor

TECH MAHINDRA
12.2024 - 05.2025

CAP (Cloud Assistance Provisioning) Associate

AMAZON
11.2021 - 07.2024

Technical Consultant

AMAZON
08.2018 - 11.2021

Customer Service Representative

AMAZON
04.2017 - 08.2018

Bachelor of Commerce -

Himalayan University

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Karan Waghmare