Open to opportunities

Divaakar Navaneethan

@divaakarnavaneethan

Message

Experienced IT support specialist skilled in AWS, customer service, and product support.

Canada

Message

What I'm looking for

I seek a collaborative, customer-focused role where I can apply AWS and support expertise, mentor junior staff, improve product usability, and drive high customer satisfaction.

I am an experienced IT support and product support specialist with a strong technical foundation from a Bachelor of Engineering in Electronics and Communications. I have a demonstrated history of working across service desk, helpdesk, and product support roles, providing customer support via email, softphone and screen sharing, training Tier I/II staff, reporting bugs, and recommending usability improvements.

My background includes application support for large clients, Active Directory and account/access control administration, and maintaining project metrics. I hold an AWS Solutions Architect Associate certification and focus on improving customer satisfaction and cross-department collaboration to deliver reliable technical support and product outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Product Support Specialist

Current

World Web Technologies Inc.

Aug 2022 - Present (3 years 7 months)

Fielded customer inquiries and trained Tier I/II staff while reporting bugs and recommending product usability improvements that increased support effectiveness.

Technical Support Customer Service Training Ticketing Systems Cross Functional Collaboration Product Feedback

Technical Support Administrator

Convergint

Jul 2020 - Oct 2021 (1 year 3 months)

Provided application support for Amazon, resolved application issues through user-data analysis and deep dives, and maintained project-wide metrics to improve reliability.

Application Support Troubleshooting Data Analysis Metrics AWS Root Cause Analysis

Engineer - IT Service Desk

GAVS Technologies

Dec 2018 - May 2019 (5 months)

Provided system support for Ball Metal including Active Directory, account provisioning and access control, improving user access reliability.

Active Directory Access Control System Support ITSM User Onboarding Troubleshooting Documentation

Associate - IT Helpdesk

Sutherland

Aug 2016 - Mar 2018 (1 year 7 months)

Provided technical support for McAfee products, resolved customer issues by retrieving data and delivering resolutions, achieving an average 85% customer satisfaction rate.

Customer Service CRM Troubleshooting Customer Satisfaction