Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Anusha Ramkumar

Sydney,NSW

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Technical Support Engineer

Servicenow
Sydney, NSW
03.2022 - Current
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Developed and maintained customer relationships by providing superior customer service.
  • Diagnosed complex technical issues by performing root cause analysis utilizing available resources such as log files or application traces.
  • Identified areas where automation could be used to improve efficiency of operations and proposed solutions accordingly.
  • Maintained knowledge base articles containing solutions for common technical issues encountered by users.
  • Participated in regular training sessions to stay up-to-date on new technologies being utilized within the organization.
  • Worked closely with Support Account Managers, Solution consultants and Sales team to understand the compliance report and contract the customer is on and making sure customers are optimizing the products
  • Was appointed as SME for Store, Platform licensing and subscription
  • Helped customers with the product entitlements and the right to use certain applications.
  • Assisted customers in understanding how certain application can be beneficial for their organization.
  • Monitored the trend with how subscriptions were utilized by the customers. Also helping them to understand certain licensing roles and how it met with their daily needs.
  • Managed projects from conception through implementation including design reviews, change control process adherence, testing plans development, deployment coordination with stakeholders, post-implementation review meetings.
  • Trained any new starter in APJ region, assisted the Japanese team with their queries.
  • Created lot of knowledge base articles that helped whole of the support team globally.
  • As a knowledge coach I was reviewing the articles created by other members in the team to see if the KB met the standards.
  • Now, currently assisting all the team members in order to uplift the team and achieve higher results in terms of CSAT's and KPI targets.
  • Created reporting dashboards to help the team to track their daily tasks and CSAT's.
  • Hold one-on-one and war room sessions for the team in order to achieve better outcome.

Technical Support Engineer

ServiceNow
Sydney, NSW
04.2021 - 03.2022
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Created detailed technical documentation for existing systems and processes.
  • Conducted research into emerging technologies that may benefit the company's infrastructure.
  • Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.
  • Contributed to knowledge base by creating and maintaining articles and other technical documents.
  • Asked customers targeted questions to diagnose problems and provided timely solutions.
  • Worked with Support account Manager, Sales and SC's in order to resolve customer's issue quicker.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Collected, analyzed and reported on data for use in operational planning.
  • Developed training materials and procedures for in-house staff.
  • Was appointed as Knowledge coach for the APJ region.

Incident Case Manager

Nbnco
Sydney, NSW
04.2019 - 04.2021
  • Answered technician calls and work on tickets through IWD for
    technologies like FTTC,FTTP,FTTN,FTTB and HFC which were repeat
    cases and escalated incidents.
  • Case Managed incidents that were aged 7 plus days and worked on
    pre-aged incidents.
  • Provided resolution for all cases making sure it doesn't get rejected again
    Managed complex escalation cases for all the technologies mentioned
    above.
  • Managed complex remediation cases and liaised with service delivery
    partners to make sure technicians visit the site and on site the jobs
    Acted as a SME for HFC , FTTC ,FTTN , FTTP technologies, trained new
    members in HFC technology.
  • Proved successful working within tight deadlines and fast-paced
    atmosphere.
  • Worked on complex cases and managed the cases using salesforce tool.
  • Proactively checked on those cases making sure they get resolved.
  • Liaised with Performance Incident teams to proactively investigate and to
    progress the network incidents created.
  • Aware of different tools like ipact, Jigsaw, unify , Mosaic, Maximo ,
    Remedy , SAM, BOB, AMS, Confluence, Jira.
  • Managed different projects from start to end and created excellent outcome out of the project.
  • Performed Adhoc tasks as Team leader.
  • Performed reporting tasks and presented the numbers during the team meeting.
  • Used Microsoft Word, Excel and other software tools to create documents and
    other communications.
  • Assisted priority assist customers to help and clear the Adtran DPU
    loopback issue in a timely manner and even during non working hours.
  • Liaise with different teams like service delivery partners, network
    engineers and escalation team to resolve complex cases .
  • Worked with readiness team to create new work instructions for the team.
  • Used critical thinking to break down problems, evaluate solutions and
    make decisions.
  • Quickly learned new skills and applied them to daily tasks, improving
    efficiency and productivity.

Network Assurance Tier 2

Nbnco
Sydney, NSW
06.2016 - 04.2019
  • Day to day resolution of Fibre network technical issues in a Tier 2 environment
  • Monitoring performance, troubleshooting problems and outages and adhering to scheduled upgrades
  • Network fault investigations in Fibre physical and EMS environments
  • Troubleshoots layer 1 and layer 2 issue with field engineers
  • Updating incident tickets and provide regular status while adhering to network and customer SLAs
  • Configured the speed fault by understanding CVC, AVC utilization
  • Configured dropout fault by checking EAS lags for any discards
    Swapped the UNI D port by eliminating faulty port
  • Was a SME for Tier 1 agents and first point of contact for escalations
  • Educated field technicians with steps to be followed on the appointment day and the Services Providers with troubleshooting steps
  • Action Complex incidents by eliminating the escalations to NOC team
  • Operational & Service Level Agreements need to be established, monitored, and reviewed to ensure compliance with core system up time
  • Reporting of critical systems needs to be made available to the required stakeholders
  • Provided functional leadership in the definition of business reporting processes, analysis and associated work instructions.
  • Supported end to end reporting process definition across the organization
  • Worked with line managers and SMEs to define and document Network and Service Operations business reporting processes and outcomes.
  • Worked cross-functionally to translate business reporting requirements into operational and business systems support requirements and validating the implementation of these. This included working with retail service provider customers, contractors and NBNCo service providers to capture and document business requirements and to develop inter-working processes
  • Produce regular Operations & Service Assurance performance reports & effectively meet document timing requirements across all stakeholder groups

Education

Master of Science - Information Technology

Central Queensland University
Sydney
11-2014

Skills

  • Customer Support
  • Incident Management
  • Network Administration
  • Remote Support
  • Advanced Troubleshooting
  • Application Support
  • Software Updates
  • Technical Documentation
  • Technical Troubleshooting
  • Project Management
  • Problem-Solving
  • Critical Thinking
  • Interpersonal Communication
  • Teamwork and Collaboration
  • Employee Training
  • Customer Success Management
  • Issue Escalation
  • ITSM Software
  • Technical Support
  • Attention to Detail
  • Requirements Gathering
  • Customer Service
  • Troubleshooting and Diagnosis
  • Continuous Improvement
  • Training and Mentoring
  • Customer Relationship Management

Accomplishments

  • 4 time Llama award winner
  • 2 time ANZ monthly award winner
  • Was nominated 20 plus times for best customer experience
  • Achieved high CSAT score 9.7 out of 10
  • Was made knowledge coach for APJ region
  • Topped Knowledge Base article creation globally
  • Was chosen to be part of ATT and NTT customer TIGIR team
  • Was chosen to train the APJ region
  • Selected as SME for store,subscription and platform licensing

Certification

  • ServiceNow Certified System Administrator
  • Microsoft ITIL Foundation

Languages

English
Full Professional
French
Limited
Russian
Elementary
Tamil
Full Professional

Timeline

Senior Technical Support Engineer

Servicenow
03.2022 - Current

Technical Support Engineer

ServiceNow
04.2021 - 03.2022

Incident Case Manager

Nbnco
04.2019 - 04.2021

Network Assurance Tier 2

Nbnco
06.2016 - 04.2019

Master of Science - Information Technology

Central Queensland University

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