Summary
Overview
Work History
Education
Skills
References
Timeline
Hi, I’m

Dhruv Kumar

Melbourne
Dhruv Kumar

Summary

Dynamic and results-driven IT professional with a strong educational foundation in Information Technology and a Bachelor's degree in Networking with a specialization in Cybersecurity. Adept at implementing diverse technological solutions and equipped with a comprehensive understanding of networking and cybersecurity concepts. Proven ability to work effectively under pressure, manage time efficiently, and utilize various Internet of Things (IoT) tools. Excellent team collaboration and communication skills, with a track record of successfully working with cross-functional teams to achieve project goals. Committed to continuous learning and staying abreast of industry trends to deliver innovative solutions.

Overview

3
years of professional experience

Work History

Australia Post

Customer Service Representative
03.2023 - Current

Job overview

  • Provided exceptional customer service to clients, addressing inquiries, resolving issues, and ensuring positive experiences.
  • Managed incoming emails, communications efficiently, maintaining high level of professionalism and courtesy.
  • Processed orders and coordinated with logistics team to ensure timely and accurate deliveries.
  • Handled customer complaints and escalations, identifying root causes and implementing effective solutions to prevent future issues.
  • Collaborated with team members to streamline processes and improve service delivery, contributing to more efficient and responsive customer support system.
  • Assisted in training new team members, sharing best practices and company policies to ensure consistency in customer service delivery.
  • Demonstrated strong problem-solving skills and ability to remain calm under pressure, handling high-volume periods and complex situations effectively

BRR Technology

IT Intern
03.2022 - 10.2022

Job overview

  • Assisted in development and implementation of IRIS recognition system to enhance workplace security.
  • Utilized image similarity algorithms to accurately identify and authenticate individuals based on IRIS patterns.
  • Contributed to setup and configuration of Raspberry Pi devices to facilitate seamless communication within IRIS recognition system.
  • Implemented MongoDB for efficient data storage and retrieval, ensuring secure and organized management of IRIS data.
  • Collaborated with development team to integrate hardware and software components, ensuring system reliability and performance.
  • Conducted thorough testing and debugging of IRIS recognition system, identifying and resolving issues to improve accuracy and functionality.
  • Documented technical processes and system configurations, providing clear and comprehensive guidelines for future reference and maintenance.
  • Assisted in deployment of IRIS recognition system across multiple workplace locations, ensuring smooth and effective rollouts.
  • Participated in team meetings and provided regular updates on project progress, contributing ideas and solutions to enhance project outcomes.
  • Gained hands-on experience with cutting-edge technologies and methodologies in field of biometric security and IoT.

Education

Melbourne Institute Of Technology
E The Argus, 288 La Trobe St, Melbourne VIC 3000

Bachelors In Networking Major Cyber Security from Computer Networking
11.2022

University Overview

Udemy
Online

Networking Course from Cisco CCNA 200-301 Complete A-Z Cisco CCNA Network
10.2022

University Overview

Deakin University
Melbourne, VIC

Diploma Of Information Technology from Information Technology
01.2020

University Overview

Skills

  • Excellent verbal and written communication abilities to effectively assist customers with inquiries and provide clear information
  • Demonstrated ability to deliver high-quality support, ensuring customer satisfaction and maintaining a positive experience
  • Skilled in analyzing customer issues and providing swift, practical solutions, while maintaining a professional demeanor
  • Ability to empathize with customers, showing patience and understanding when addressing concerns, even in difficult situations
  • Strong organizational skills to manage multiple tasks and priorities efficiently in a fast-paced environment
  • Highly attentive to details when processing customer requests or inquiries, ensuring accurate and precise responses
  • Proven ability to handle conflicts calmly and diplomatically, ensuring a satisfactory outcome for both the customer and the organization
  • Ability to adapt to changes in procedures, policies, or customer needs, maintaining effectiveness in dynamic environments
  • Comfortable using customer support software, CRM tools, and other digital platforms to log and track inquiries
  • Ability to work collaboratively with other departments to resolve customer issues, ensuring a unified approach to service delivery
  • Experience working with diverse customer groups, demonstrating awareness and respect for cultural differences
  • Ability to accurately log customer interactions and maintain records in line with company policies
  • Strong active listening abilities to understand customer concerns fully and provide appropriate solutions
  • Proven ability to manage high call volumes and respond to inquiries efficiently, even during peak periods
  • Committed to building positive relationships with customers, contributing to long-term satisfaction and loyalty

References

References

Available on request

Timeline

Customer Service Representative
Australia Post
03.2023 - Current
IT Intern
BRR Technology
03.2022 - 10.2022
Melbourne Institute Of Technology
Bachelors In Networking Major Cyber Security from Computer Networking
Udemy
Networking Course from Cisco CCNA 200-301 Complete A-Z Cisco CCNA Network
Deakin University
Diploma Of Information Technology from Information Technology

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