Nandha Vemishetty
IT Analyst
Maylands
Summary
Diligent IT Analyst skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
2
2
years of professional experience
3
3
Years of Undergraduation
Work History
Technical Support Representative
AHM
Melbourne
01.2022 - 06.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to Customer's and Employees technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Created user accounts and assigned permissions.
- Managed high levels of call flow and responded to 250 technical support needs.
Scrum Master
Federation University Australia
09.2022 - 06.2023
- Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
- Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
- Applied agile methodology to shorten cycle time and achieve target margins.
- Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
- Managed product backlog and supported Scrum framework for monthly sprint releases.
- Led sprint reviews and planning meetings to promote full team engagement.
- Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
- Worked to provide continuous improvement for product development lifecycle.
- Trained personnel on use of IT tools and applications.
- Wrote, updated and maintained project documentation.
Customer Representative Officer
Ampol
01.2022 - 01.2024
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services.
- Provided primary customer support to internal and external customers.
- Conducted surveys to determine customer opinion of products and services.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered free products or services to pacify irate or unsatisfied customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted sales revenue by skillfully promoting diverse service options.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed effective improvement plans in alignment with goals and specifications.
Education
Bachelor of Science - Information Technology
07.2020 - 09.2024
Skills
Office 365
Microsoft Exchange
G-Suite
NetSuit
SysProERP
Network Security
Cloud Services
VPN
WAN
VoIP
ConnectWise Automate
Auvik
ITIL
Microsoft Azure
Microsoft Windows
Android
MacOS
Linux
IOS
Microsoft Windows Server
Chrome OS
Citrix Cloud
Microsoft Cloud
DNS Servers
Apple
Timeline
Scrum Master - Federation University Australia
09.2022 - 06.2023
Technical Support Representative - AHM
01.2022 - 06.2023
Customer Representative Officer - Ampol
01.2022 - 01.2024
Federation University - Bachelor of Science, Information Technology
07.2020 - 09.2024