AMRINDER CHAHAL
Denham Court,NSW
Summary
Insightful Information Technology Professional with 7 years of IT leadership experience including oversight of infrastructure, application support, service delivery and security services. Dedicated to customer satisfaction with focused delivery of solutions. Proven leader in directing operations, maintenance, and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in a request for proposal development, technology needs assessments, and staff training.
Overview
12
12
years of professional experience
Work History
Telstra – Service Delivery Specialist
Telstra Corporation
Sydney, NSW
12.2021 - Current
- A well-trained and highly organized Service Manager with more than three years of experience providing high-quality customer service and satisfaction at or above company standards while leading a dynamic and high-performing selling and technical team in sale and service
- Actively monitor the individuals responsible for the implementation and development of customer orders or projects on time and to agreed quality standards
- Participate in continuous improvement initiatives by supporting the identification of business opportunities for Telstra and engaging sales teams to enact on customer services and solutions that drive positive financial outcomes for accounts
- Obtain input and gather data from orders or projects to identify root causes of issues and escalate these to the relevant service delivery managers for systemic fixes
- Take ownership of contractual reporting to ensure Telstra is performing to the levels specified in customer contracts and delivering on pre-defined objectives
- Leverage sound interpersonal skills to navigate a wide set of stakeholders internally (e.g
- GBS, Product), clearly outlining their roles and responsibilities and providing them with effective plans to set up the right processes and optimize customer value
- Apply a breadth of operational system skills to interrogate base-level orders and contribute to capacity, monitoring, operations manual, asset management, and order management to support the delivery of key initiatives
- Effectively work through change in an open and constructive manner, strengthening your ability to deal with ambiguity and collaborating with customers to ensure effective change management processes are in place
- Act as a Telstra advocate to customers and a customer advocate to Telstra by representing Telstra in a positive and professional way, acting as the voice for the customer, and navigating issues to ensure the right outcomes for the customer are in place
- Use sound time management skills to prioritize and manage a high workload (e.g., diverse, large to-do lists), demonstrating the ability to prioritize impact at a customer and at an individual level while ensuring attention to detail and quality
- Use clear and succinct communication to represent customer service and Telstra values, and support your team to have clarity and understanding of priorities to deliver on strategic objectives
- Build strong peer relationships to encourage teamwork and better achieve customer outcomes; helping your peers to provide and receive feedback with one another, enhancing your and their professional growth
Technical Team Lead/Manager
Telstra
08.2016 - 12.2021
- Providing Mobile Device Management (MDM) support to more than 150 companies in Australia wide which include the Police department, Government agencies, and other emergency service units
- I am a people manager and have 25 full-time direct reports
- Responsible for recruiting, training, and Ensuring staffing and resources are available to sustain 24 / 7 coverage
- Working closely with Senior Management / SDM / Fleet (Asset Management) / Engineer (Tier 3) ensuring SLAs and KPIs are met and exceed expectations
- Assist Service Delivery Management in ensuring that there is effective communication with the customer
- Liaise with the customer/SDM regarding service implementation
- Good customer relationships and Client Satisfaction customer feedback
- Identify and develop opportunities for service development/innovation
- Collaborated with the management team in developing and implementing agreed changes to service delivery
- Ensured that the team is achieving OLA's/SLA's
- Strived for high client satisfaction scores
- Ensured adherence to appropriate processes
- Act as a first escalation point for customer/account management in the event of Technical Support delivery issues
- Escalate issues to appropriate staff
- Monitored product quality and communicated necessary improvements to the management team
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Met with customers to discuss service needs and develop effective and practical solutions
- Trained less-skilled service desk agents on standards, efficiency, and conflict resolution for best-in-class customer service
- Updated existing customers on new products, updated services, and changes in accounts to maintain good rapport and increase sales
- Monitored team performance, adhered to service level agreements (SLAs), and provided detailed job training
- Met with customers to discuss service needs and offer available solutions
- Developed written plans and obtained customer consent to proceed.
Technical Support Analyst
MSC Mobility
03.2014 - 05.2016
- Acted as the first point of contact for internal and external customer support
- Resolved tickets at the First Point of Contact when possible
- Ensured that OLA’s/SLA is achieved within required target timeframes
- Strived for high client satisfaction scores
- Offered remote support for cloud-based and web-based clients via phone, email, and chat
- Analysed trends and issues to identify troubleshooting methods needed for quick remediation
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments
- Managed customers' expectations of support and technology functions to provide a positive user experience
- Documented all transactions and support interactions in the system for future reference and addition to the knowledge base
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Provided on-call support for critical issues related to
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
ICT Business Systems - Network Support Engineer
10.2012 - 02.2014
- Provide first-level technical support for the Local Area Network (LAN) and Wide Area Network (WAN) environments
- Most of the support will be provided ‘over the phone via a centralized telephone number within Company's Head Office
- Some issues however will require a more hands-on approach
- Assist in the administration of the LAN and WAN including data management, communications, security, and printing facilities to meet the organization's needs
- Monitor Servicedesk records and analyse reports, taking preventative action to ensure Service Levels are met across the IT operational group
- Monitoring and reporting on hardware, software, and network resources to ensure a high level of performance, security, and integrity
- Monitor all ‘High' and ‘Major' priority Servicedesk issues to ensure prompt resolution
- Resolution of basic Security related issues
Project Assistant
03.2012 - 09.2012
- Coordinate project management activities, resources, equipment, and information
- Break projects into doable actions and set timeframes
- Assign tasks to internal teams and assist with schedule management
- Make sure that client’s needs are met as projects evolve
- Analyse risks and opportunities
- Monitor project progress and handle any issues that arise
- Work with the Project Manager to eliminate blockers
- Use tools to monitor working hours, plans, and expenditures
- Create and maintain comprehensive project documentation, plans, and reports
Education
Bachelor - Information Technology
08.2011
Diploma - Network Engineering
07.2009
Skills
- Customer service management
- Documentation and reporting
- Staff Management
- Quality assurance
- Process improvement
- Policies and Procedures Implementation
- Project management
- Service Delivery
- Communication management
- Conflict management
- Knowledge management
- Quality management
- Resource management
- Training and Development
- Agile methodology knowledge
- TECHNICAL SKILLS
- Microsoft SharePoint
- Microsoft Exchange
- Microsoft Active Directory
- Advanced knowledge of Microsoft Office Suite
- Microsoft Azure: AD, DS, subnet, DHCP
- IOS / Android
- Windows 10
- Mac 1011 / 1012
- Office 365: user account provision
- MS Intune Company Portal
- Mobile Device Management (MDM) – MobileIron, Airwatch / Intelligent Hub / Intune
- Networking, Wired and wireless configuration, TCP / IP
- Cisco Systems Collaboration Products
- Helpdesk agent login application: Shortel, TIPT, Genesys
- Case ticketing system: Remedy Alliance, Service Now, Jira
- Remote access: Cisco VPN, Anyconnect, VNC
- Online collaboration tools: WebEx conference, Cisco Spark, Jabber, TeamViewer, Skype
- Roster application: NICE, Microsoft Shift, Erlang reporting
- Service delivery
- Quality Assurance
- Teamwork and Collaboration
- Analytical Thinking
Timeline
Telstra – Service Delivery Specialist - Telstra Corporation
12.2021 - Current
Technical Team Lead/Manager - Telstra
08.2016 - 12.2021
Technical Support Analyst - MSC Mobility
03.2014 - 05.2016
ICT Business Systems - Network Support Engineer -
10.2012 - 02.2014
Project Assistant -
03.2012 - 09.2012
Charles Sturt University - Bachelor, Information Technology
TAFE - Diploma, Network Engineering