MEENAKSHI SRINIVAS
Tarneit,Australia
Summary
I have an experience of 5 years in the IT industry working for HP as a product specialist, I moved to Melbourne and am seeking for opportunities in the same field.
I have expertise in handling irrate customers, IT companies, Resellers, working with partners,stakeholders.
Helped troubleshooting and resolving issues for JB Hi5, Harvey Norman, L'Oreal, Nestle IT and a few more commercial enterprises all over Australia and New Zealand.
I have handled escalations that would be directed to the CEO. Worked on 3 projects. (Battery Validation - working with stake holders, also handled Daimler cases and Ericsson cases for APJ, while simultaneously working with Tech Pulse Tool With stakeholders) I was a senior in the team and was often involved in training, Coaching and mentoring new employees and managers.
I am result oriented and dedicated in resolving issues and conflicts
I have Successfully delivered employee training and optimizing existing procedures.
Also Detail-oriented and decisive with remarkable work ethic.
Overview
5
5
years of professional experience
Work History
Technical Product Specialist (DaaS Tech)
Hewlett Packard, HP
01.2022 - 07.2023
- TEAM MANAGING (DAIMLER/ERICSSON) Planned, organized, managed, and communicated operational/project activities to ensure the project objectives are met to the satisfaction of the partners/ stakeholders, Executive management, and project team
- Creating an inspiring team environment with an open communication culture
- Setting clear team goals and Delegating tasks and setting deadlines
- Monitoring team performance and report on metrics, Motivating team members
- Being consistent, disciplined and vision focused.
- Troubleshooting issues and resolving hardware and software related
- Maintained compliance with regulatory standards and safety requirements.
- Applied critical thinking and research to address complex issues.
- Walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Recorded and maintained relevant notes for each client and work order.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
- Resolved Number technical support inquiries per day.
- Promoted efficiency among departments with prompt resolution of system issues.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to Type technical support needs.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Technical Product Specialist
HP SPR COMMERCIAL TEAM
05.2018 - 01.2022
- I worked for HP Commercial Team where I handled customers and then moved on to managing escalations that would be directed to my Team and to the CEO of the company forAU/NZ regions
- Partner/ Region appreciation every week
- Quality scores at 100% always.
- Continually expanded knowledge of Product or Service (HP laptops)
- Researched product's technical specifications and accurately communicated information.
- Assisted with demonstrations for Product or Service to showcase functionality.
- Trained and provided coaching to Number junior team members.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Created database of all equipment models and serial Numbers.
- Liaised between customers and manufacturing to design new product.
- Identified appropriate marketing channels and target customers for campaigns.
- Created customized marketing materials to increase product awareness.
- Wrote engaging and successful marketing, advertising, and website copy.
- Researched and evaluated potential new markets and products.
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Generated reports to support development and implementation of marketing plans.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Tracked key performance indicators to measure success of campaigns.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Collaborated with cross-functional teams to develop and implement market research strategies.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Utilized specialized software to capture and process data.
- Assembled reports and presentations to share insights and recommendations with stakeholders.
- Tracked key metrics and developed spreadsheets and data models.
- Managed campaigns for various clients that consistently exceeded sales goals.
- Established and managed relationships with external data providers and research vendors.
- Created and distributed surveys for data collection and analysis.
- Implemented and supervised market research projects from start to finish with focus groups, surveys and interviews.
- Developed questionnaires and facilitated focus group discussions.
- Devised data visualization dashboards to make complex data more accessible to stakeholders.
Education
Bachelors - Business Administration And Management
Baldwin's Women’s Methodist College
Bangalore, IndiaPUC - Liberal Arts And Sciences
Maharani Lakshmi Ammani College
Bangalore, IndiaSSLC - School
Florence Public School
Bangalore, IndiaSkills
- TECHNICAL SKILLS
- Specialized in Hardware components of a HP laptop/ Desktop/ Towers/
- Workstations Alsodocking stations
- Can help resolve any conflict facing the above devices using troubleshooting
- MethodsTrained to handle issues in processor and software related issues
- LANGUAGES
- English
- Hindi
- Kannada
- Telugu
- Tamil
- Currently learning Korean
- Organizational Skills
- Flexible and Adaptable
- Research
- Analytical Thinking
- Analytical and Critical Thinking
- Public Speaking
- Organization
- Social Perceptiveness
- Problem-Solving
- MS Office
Timeline
Technical Product Specialist (DaaS Tech)
Hewlett Packard, HP
01.2022 - 07.2023
Technical Product Specialist
HP SPR COMMERCIAL TEAM
05.2018 - 01.2022
Bachelors - Business Administration And Management
Baldwin's Women’s Methodist College
PUC - Liberal Arts And Sciences
Maharani Lakshmi Ammani College
SSLC - School
Florence Public School