Summary
Overview
Work History
Education
Skills
Websites
Extracurricular Activities
References
Timeline
Generic

Avigyan Kundu

Melbourne,Australia

Summary

Results A results-driven and analytical professional with experience in team leadership, performance analysis, and financial reporting, seeking to transition into an analyst role. Currently supervising a team of 25 consultants at Tech Mahindra, I manage KPI monitoring, data reconciliation, and reporting using Excel and Power BI to support strategic decisions and operational improvements. Skilled in identifying inefficiencies, raising early warnings, and coaching for performance enhancement, I have a proven track record of improving resolution rates and streamlining workflows. My prior role at TTEC involved financial account reviews, billing discrepancy resolution, and quality audits, strengthening my attention to detail and understanding of financial processes. Proficient in CRM tools like Siebel and Salesforce, I am experienced in working across departments in a matrix environment.

Overview

3
3
years of professional experience

Work History

IT Support Specialist

Tech Mahindra
Melbourne, Australia
07.2023 - Current
  • Configured, maintained, and troubleshooted IT equipment including desktops, laptops, and printers to ensure optimal performance and user productivity
  • Delivered timely technical support for hardware, software, and network issues through both remote and onsite assistance, minimizing operational downtime
  • Utilized Active Directory, network diagnostic tools, and performance monitoring systems to resolve connectivity and system issues efficiently
  • Maintained and tracked IT assets and software licenses using Excel, ensuring accurate inventory records and compliance with internal policies
  • Conducted regular system updates, software installations, and patch management to ensure security and peak system performance
  • Collaborated with operational teams to align IT services with business goals, using Power BI dashboards to visualize and communicate system performance and support metrics
  • Developed and maintained IT documentation, user guides, and knowledge base articles to streamline troubleshooting and support processes

Customer Service Representative

TTEC
Melbourne, Australia
02.2022 - 04.2023
  • Managed Telstra customer billing and credit inquiries, ensuring accuracy and compliance with corporate financial guidelines
  • Reviewed and updated customer financial records using platforms such as Console, Siebel, and MICA to resolve discrepancies and assist with payment arrangements
  • Provided clear and professional financial communication to customers, improving resolution time and customer satisfaction
  • Transitioned into a QA-focused role to evaluate associate performance through call analysis and service audits
  • Compiled quality reports highlighting strengths and improvement areas, leading to more effective coaching and better service consistency
  • Cross-referenced service delivery data with customer satisfaction scores to identify trends and root causes of common issues
  • Partnered with QA and training teams to implement process updates based on analytical findings, improving team metrics across the board
  • Gained hands-on experience in financial reconciliation, performance reporting

Education

Master - Automotive Engineering

RMIT University
01.2022

Bachelor of Technology - Mechanical Engineering

KIIT University
Bhubaneswar, India
02.2019

Skills

Data Analysis

Billing management

Power BI

Tableau

Microsoft Excel

Report preparation

Reporting capabilities

Technical support

Network troubleshooting

Customer communication

Problem solving

Team collaboration

Websites

Extracurricular Activities

Reading 

Playing sports 

Listening to music

References

Available upon request.

Timeline

IT Support Specialist

Tech Mahindra
07.2023 - Current

Customer Service Representative

TTEC
02.2022 - 04.2023

Master - Automotive Engineering

RMIT University

Bachelor of Technology - Mechanical Engineering

KIIT University

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Avigyan Kundu