Nihar Bhayani's Resume

Mumbai, Maharashtra, India

Email: nihar12bh@gmail.com

Phone: +91 8369214165

Summary

A customer service virtuoso, I resolved 77% of escalated issues daily, excelling in VPS troubleshooting with customized scripts, resulting in a 15% AHT reduction and commendations for technical prowess.

Experience

Web Solution Specialist

Newfold Digital June 2022 - Present, Mumbai, Maharashtra, India

Resolved 77% of escalated customer issues daily, interacting with 30-40 customers, and maintained high satisfaction levels, resulting in enhanced customer service.
Successfully troubleshooted and resolved 10 out of 13 VPS-related issues, utilizing customized scripts, resulting in a 15% reduction in Average Handling Time (AHT) and improved operational metrics.
Tested and analyzed products and services, achieving an average Customer Satisfaction (CSAT) score of 4.6-4.65 and an AHT of less than 28 minutes, contributing to overall service excellence.
Developed scripts to address VPS-related issues, effectively reducing AHT by 15% and improving operational efficiency.
Received commendations from customers and supervisors for technical skills and valuable contributions, underscoring commitment to excellence.

Education

Bachelor of Computer Application

Atharva Institute of Information Technology • 2019

Certifications

Certified Digital Forensics and Cyber Crime Investigator - National Skill Development Corporation • 2022
- Equips with the skills to investigate and solve crimes involving digital evidence.
Introduction to AWS Backup - Amazon Web Services (AWS) • 2022
- Offers insights into the AWS Backup service and its features.
Introduction to Backup and Restore with AWS - Amazon Web Services (AWS) • 2022
- Provides an understanding of AWS backup and restore concepts.
Amazon S3 Business Continuity and Disaster Recovery - Amazon Web Services (AWS) • 2022
- Covers key concepts related to data backup and recovery, cloud storage, and demonstrates a commitment to professional development.
CloudEndure Disaster Recovery Technical Training - Amazon Web Services (AWS) • 2022
- Covers concepts related to disaster recovery planning and implementation also demonstrates expertise in the CloudEndure disaster recovery solution.

Skills

Hard Skills: Troubleshooting, System Administration, Computer Systems, Forensics, Threat Detection, Analyzing Logs, Windows Registry, Cloud Hosting, Performance Monitoring, General Troubleshooting, Bash Commands
Soft Skills: Communication, Interpersonal, Attention to Detail, Intellectual Curiosity, Adaptability, Quick Learner, Problem Solving, Teamwork, Customer Support
Technical Skills: Linux, Unix, Windows, Antivirus, Anti-Spyware, Packet Capture, Documentation, MySQL, NGINX, PHP, AWS, Cloud-Based Solutions
Languages: Python, Bash, Unix Shell, Golang, Shell Automation
Field of Interest: FTK Imager, Sleuthkit, Forensic Malware, Vulnerability Assessment, Incident Response, Mobile Forensics, Social Skills, Team Collaboration
Software: Salesforce, Salesforce Lightning, Confluence, Jira