Chirag Par

As part of my responsibilities, I oversaw the effective delivery of on-site and remote IT support services for UBER ANZ Headquarters, in addition to catering to remote users located in Melbourne & New Zealand. My responsibilities included:

• Coordinated IT Help Desk support for over 450 UBER employees.
• Collaborated with internal teams (Supply Chain, Engineering, and Facilities) to ensure smooth operations across ANZ.
• Managed local + global IT tickets efficiently using ServiceNow and JIRA.
• Resolved technical issues promptly, minimizing productivity impact with effective interim solutions, resulting in a 15% increase in employee productivity.
• Provided comprehensive IT support, resolving 90%+ of technical issues on the first contact, improving end-user satisfaction.
• Proactively managed back-end systems, including Active Directory, Google Admin and Endpoint Manager (Intune).
• Conducted AV checks, ensuring functionality for conference rooms, and troubleshooting issues to optimize user experience, leading to a 25% decrease in AV-related disruptions.
• Enhanced IT experience by optimizing processes and delivering seamless support through collaboration with internal teams, resulting in a 20% reduction in support ticket volume.
• Contributed to incident management and provided valuable advice to UBER staff.
• Oversaw onboarding, offboarding, and transitions, managing IT access and permissions throughout the staff lifecycle, reducing onboarding time by 20%
• Enhanced remote ticket handling processes and provided training to remote techs.

As a Technical SME, I optimized order processing, addressed complex inquiries, and provided targeted training. I also offered technical expertise for complex escalated cases, including user device configuration and post-NBN activation issues. My responsibilities included:

• Supporting L1 agents with order processing, including analyzing, problem-solving, and troubleshooting using complex system procedures.
• Re-configuring IP devices for escalated cases post-NBN activation, ensuring connectivity, and proficiently resolving technical issues.
• Utilizing Optus + NBN tools, and documenting processes for common issues, reducing related incidents by 20%.
• Contributing insights for integrating new software applications, resolving anomalies, and addressing software bug fixes and upgrades.
• Coaching and training agents, resulting in a 15% improvement in order processing performance.
• Improving onboarding by creating user guides and training materials, reducing new agent technical call resolution time by 50% in the first month.
• Creating Confluence user guides, increasing operational efficiency by 25%.
• Collaborating with Team Leaders to identify knowledge gaps and delivering QA training sessions, raising Net Promoter Scores/KPIs by 20%.

Managed the end-to-end customer life cycle, from initial contact to phone and internet service migration and connection. Provided expert technical support for complex or escalated cases and successfully introduced the NBN Self-Install Kit, resulting in a 40% increase in NPS. Within my role, my responsibilities included:

• Supported service migration from Cable HFC and ADSL/ULL to NBN.
• Proposed NBN self-installation modem kit, reducing wait time for services and increasing NPS by 40%.
• Utilized system tools (JARVIS, HELIX, PEGA, NEXUS, IFMS, and NBN company portal) to assist with customer orders and escalated cases.

Played a key part in the proposal, planning, and development of the mobile application "Telstra Trades Assist." I assisted in overseeing project activities, software testing, and team training, actively promoting adoption at trade shows. My responsibilities included:

• Liaising with Telstra senior management in Sydney to propose and discuss the application, Telstra Trades Assist, and providing project updates.

• Providing advice on trades application design, incorporating job management, faster quoting with materials & accounts integration, and a dashboard.

• Assembling and coordinating a project team to develop the application.

• Managing project activities, including software testing, team training, and negotiating and gating work from the products team.

• Presenting the application at trade shows and providing demos, resulting in growing adoption from zero to 150+ users in QLD and NSW.

• Utilizing JIRA to track, maintain, and update trouble tickets.

• Interacting with clients to resolve issues and address software-related inquiries.

As an IT Consultant at Telstra Platinum, I addressed malware infections on user machines, conducted system audits, optimized OS performance, diagnosed network issues, streamlined processes, and assisted with IP-enabled smart home devices. My responsibilities included:

• Remediating reported malware-infected machines for swift recovery.
• Training end-users to enhance cybersecurity awareness and mitigate threats.
• Resolving OS issues for seamless communication.
• Conducting system audits with SPLUNK and RADSNIFF for fault investigation.
• Achieving a 25% reduction in support requests through efficient resolution.
• Troubleshooting IT issues, reducing response time by 20%. Diagnosing network issues (DNS, DHCP, IP networks, internet, and email).
• Assisting with IP-enabled smart home devices, streamlining processes by 25%.