Kaushalkumar Kalivada
Perth,Australia
Summary
Proven IT Service Desk Officer with a track record of enhancing customer satisfaction at NM-TAFE by streamlining ticket resolution and leveraging ticketing system expertise. Skilled in problem-solving and teamwork, demonstrated through significant improvements in service efficiency and customer relations. Adaptability and excellent communication underscore achievements in diverse roles, driving positive outcomes and exceeding performance expectations.
Overview
13
13
years of professional experience
Work History
IT Service Desk Officer
NM-TAFE
2024.05 - Current
- Enhanced customer satisfaction by consistently providing timely and accurate technical assistance.
- Exceeded performance expectations in key areas such as ticket resolution time, customer satisfaction ratings, and adherence to Service Level Agreements.
- Maintained up-to-date documentation on supported systems, enabling faster issue identification and resolution when needed.
- Improved service desk efficiency by streamlining ticket handling and prioritization processes.
- Provided remote support to users across multiple locations, ensuring consistent service quality regardless of geographical distance.
- Established a positive rapport with clients by consistently delivering professional, empathetic, and solution-oriented service.
- Developed knowledge base articles for common issues, simplifying the troubleshooting process for both end-users and colleagues.
- Configured hardware, devices, and software to set up work stations for users.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
IT Support Specialist
ABC
2022.03 - 2024.05
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Answered questions and provided information to customers about new software or hardware.
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Managed backup and recovery of data assets to safeguard system availability.
- Maintained documentation of IT systems, processes, and procedures for easy reference.
Dispensary Technician
Pharmacy 777 Whitford City
2022.10 - 2024.05
- Assisted pharmacist by filling prescriptions for 160 to 190 customers daily and responding to patient questions regarding prescription and medication-specific issues.
- Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Calculated dosage, filled prescriptions and prepared prescription labels with
absolute accuracy. - Helped maintaining patients' record and maintain database by adhering to privacy policies in place.
Dispensary Technician
Pharmacy 777 Aveley
2020.11 - 2022.08
- Monitoring and ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Validating and submitting 7CPA claims and Pharma Programs claims on time.
- Preparing and maintaining DAA with precise detailing to medications and profiles.
- Excellent command on MINFOS and Z Dispensing software and always keen to enhance learning for new software skills.
- Preparation of simple compounding products in the Pharmacy over prescriptions.
- Ordering compounding medications on portal with calculated dosage forms from compounding pharmacies through online portal.
Dispensary Technician
Whyalla Pharmacy
2019.06 - 2020.09
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Achieving excellence in dispensary software handling and managing bugging issues.
Restaurant Manager
Sankalp Indian Restaurant
2018.03 - 2019.05
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Led and directed team members on effective methods, operations and procedures.
- Organized special events in restaurant, including receptions, promotions and corporate luncheons.
- Prepared for and executed new menu implementations.
- Maintained safe working and guest environment to reduce risk of injury and
accidents.
Customer Service Representative
BP
2016.05 - 2019.04
- Providing good customer service, handling customer complaints and giving each customer a reason to return.
- With a team of 12 member and a team leader, this position has given me the best exposure and experience to team work as I manage store functions and store targets as a team.
- Negotiating and explaining customers about the promotions and deals, attending conference calls with managers and communicating with each
member of the team. - Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Business Executive
Wockhardt Pharmaceutical
2011.06 - 2015.12
- Meeting medical practitioners (Doctors) on daily basis and educating them about the company's medicines and presenting and describing them about the different scientific studies for a particular disease that were carried out around the world.
- Integrated new media and web advertising initiatives into client's marketing strategies to enhance brand awareness.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
Education
MBA - International Business Management
Edith Cowan University
Perth, WA03.2018
Bachelor of Pharmacy - Medicine (Pre-Medicine)
SIPER, Bhavnagar University
Botad04.2011
Skills
- Ticketing System Experience
- Escalation Handling
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Microsoft Windows and Office
- Excellent Communication
References
References will be provided upon request.
Timeline
IT Service Desk Officer
NM-TAFE
2024.05 - Current
Dispensary Technician
Pharmacy 777 Whitford City
2022.10 - 2024.05
IT Support Specialist
ABC
2022.03 - 2024.05
Dispensary Technician
Pharmacy 777 Aveley
2020.11 - 2022.08
Dispensary Technician
Whyalla Pharmacy
2019.06 - 2020.09
Restaurant Manager
Sankalp Indian Restaurant
2018.03 - 2019.05
Customer Service Representative
BP
2016.05 - 2019.04
Business Executive
Wockhardt Pharmaceutical
2011.06 - 2015.12
MBA - International Business Management
Edith Cowan University
Bachelor of Pharmacy - Medicine (Pre-Medicine)
SIPER, Bhavnagar University
Similar Profiles
Taya DodsworthTaya Dodsworth
Beauty Therapist at NM TAFEBeauty Therapist at NM TAFE
Amee PatelAmee Patel
Teacher & Assessor (Casual) at TAFE Digital & TAFE CampbelltownTeacher & Assessor (Casual) at TAFE Digital & TAFE Campbelltown
Rachelle GreeningRachelle Greening
NA at Standard, Tafe SA – FDFCDSEWB, Evaluate Wines Advanced, Tafe SANA at Standard, Tafe SA – FDFCDSEWB, Evaluate Wines Advanced, Tafe SA