HANS RAULET KARKADA
Gold Coast
Summary
A professional with an academic qualification in Electronics and Communication engineering with extensive customer handling skills Logical in approach towards problem solving and adept at interpersonal skills. Customer satisfaction and retention by managing incidents and escalating issues when necessary. Effective individual and team player with excellent verbal and written communication skills.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
22
22
years of professional experience
1
1
Certification
Work History
IT End User Computing Engineer
Probe CX
07.2023 - Current
- Managed and monitored desktop hardware and software, including installing, configuring, and maintaining operating systems and applications.
- 2nd level support, escalating complex issues to 3rd level staff and assisting with on-site infrastructure tasks.
- Participated in BAU projects, and met targets and deadlines.
- Client focus by resolving problems and queries promptly and liaising with IT Managers to address potential business issues.
Customer Solutions Specialist
Probe CX
02.2023 - 07.2023
- Provided frontline support for the NSW Election Commission, addressing queries about voting dates, locations, early voting centers, and postal ballots.
- Assisted the elderly with home and external services to support their independence.
Technical Support Engineer
Dell International Services
02.2006 - 12.2012
- Provided premium hardware and software support to English-speaking customers in the UK, Republic of Ireland, and South Africa via email and phone.
- Supported both consumer and commercial customers at Dell, focusing on hardware issues.
- Tested CRM applications (Delta and Salesforce-Lightning) and primary diagnostic tools (Dell SupportAssist) to enhance business processes.
- Led the Online Support team for premium customers in the UK and Ireland, managing process updates and training members.
- Acted as an L2 technician, supporting the team for two quarters and ensuring effective process implementation.
Technical Support Engineer
Mphasis India (Earthlink)
01.2004 - 10.2005
- Provided support for broadband, dial-up connections, and email configuration issues.
- Assisted Earthlink customers with service inquiries, and actively upsold security products.
Education
Diploma - Electronics Engineering
Dr. T.M.A Pai Polytechnic
ManipalSkills
- Problem Solving & Troubleshooting
- Conflict Resolution
- Customer Service Excellence
- Software Installation & Configuration
- Remote Support tools
- Team Collaboration
- Effective Communication
Accomplishments
- Resolved product issue through consumer testing.
- Documented and resolved issues specific to certain Assets which led to benefit other team members in the IT space.
- Achieved great results on recording IT Assets through effectively helping with best asset management practices.
Certification
- A1 Certification in German Language
- “Motivation at Workplace” Training
- Leadership Essence Training
Language
English
Kannada
Hindi
Tulu
Timeline
IT End User Computing Engineer
Probe CX
07.2023 - Current
Customer Solutions Specialist
Probe CX
02.2023 - 07.2023
Technical Support Engineer
Dell International Services
02.2006 - 12.2012
Technical Support Engineer
Mphasis India (Earthlink)
01.2004 - 10.2005
Diploma - Electronics Engineering
Dr. T.M.A Pai Polytechnic
Interests
Travel Enthusiast, Culinary Adventurer, Cultural Exploration, Music