Naimika Reddy Sadhu
Darra,QLD
Summary
Customer Service Representative and Technician bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
4
4
years of professional experience
Work History
Junior Support Engineer
Essential Technology
07.2024 - Current
- Assisted in onboarding new hires, ensuring a smooth transition into the support team environment.
- Identified hardware and software solutions
- Diagnosed and repaired faults and troubleshoot technical issues
- Resolved network issues and spoke to customers to quickly get to the root of their problem
- Installed and configured hardware and software
- Provided timely and accurate customer feedback
- Talked customers through a series of actions to resolve a problem and followed up with clients to ensure the issue is resolved
- Supported the roll-out of new applications and provided support in the form of procedural documentation
- Managed multiple cases at one time
- Tested and evaluated new technologies
ICT Support Engineer
Rivercity Solutions
11.2023 - 01.2024
- Communicated with clients to verify roots and causes of computer problems.
- Provided assistance and IT support to internal and external customers
- Answered calls directed to the IT support desk, administrated job tickets timely to meet SLAs
- Logged and tracked support calls in the designated system(s)
- Identified and resolved level 1 technical issues along with troubleshooting technical issues
- Carried out Software/system updates and installations,
- Desktop installations, and IT provisioning
- Prioritized and escalated tickets accordingly
- Ensured compliance with security protocols, data protection regulations, and organizational policies.
Member Solutions Consultant
Australian Retirement Trust
05.2022 - 10.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Identified customer needs and used knowledge of previous interactions to provide a positive customer experience with an appropriate resolution to the inquiry or issue.
- Assist customers by providing education about superannuation products and applicable obligations.
- Assisted and supported peers through buddying and coaching activities
- Managed escalated customer inquiries and supported peers with more difficult or complex matters.
- Navigated and updated systems on each customer interaction to ensure accurate records are maintained.
Customer Solutions Specialist
Department of Health and Human Services
08.2021 - 04.2022
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Prepared agendas and took notes at meetings to archive proceedings.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Monitored employee and customer interactions to assess quality of service.
- Met customer call guidelines for service levels, handle time and productivity.
Picker and Packer
The Nieve Company
06.2020 - 05.2021
- Used RF scanners to track orders and verify accuracy.
- Verified proper labelling and identification on all orders before shipment.
- Packing the products and maintaining the safety protocols during the preparation of the product.
- Receiving, storing, testing, and shipping items kept in cold storage
- Implementing warehouse safety programs that specifically apply to cold storage.
Education
Professional Year - Australian Business Culture And Environment
Performance Education
Brisbane, QLD10.2024
Master of Information And Communication Technology - Computer And Information Sciences
La Trobe University
Melbourne, VIC06.2021
Bachelor of Information And Technology - Computer Science And Engineering
CSM University
India05.2018
Skills
- Remote Support
- Strong Communication Skills
- Multi-tasking
- Quick Learner
- Adaptability
- Self Driven
- High-level Customer support
- Customer Support
- Ticket management
- Troubleshooting skills
- Operating Systems: Experienced in Windows, Microsoft 365
- English Language Proficiency (Written & Oral)
Reference
Available upon request
Timeline
Junior Support Engineer
Essential Technology
07.2024 - Current
ICT Support Engineer
Rivercity Solutions
11.2023 - 01.2024
Member Solutions Consultant
Australian Retirement Trust
05.2022 - 10.2023
Customer Solutions Specialist
Department of Health and Human Services
08.2021 - 04.2022
Picker and Packer
The Nieve Company
06.2020 - 05.2021
Professional Year - Australian Business Culture And Environment
Performance Education
Master of Information And Communication Technology - Computer And Information Sciences
La Trobe University
Bachelor of Information And Technology - Computer Science And Engineering
CSM University
Similar Profiles
Frances GervaisFrances Gervais
Network Administrator at Essential Network TechnologiesNetwork Administrator at Essential Network Technologies
Elijah IslamElijah Islam
Apartment Maintenance Technician at Essential StaffingApartment Maintenance Technician at Essential Staffing
Kevin SpencerKevin Spencer
Lead RBT at Essential Behavioral Support IncLead RBT at Essential Behavioral Support Inc