Nav Aaron Indrajith
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Information Technology industry. Solid team player with an outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Support Officer
The University Of Queensland
05.2011 - Current
- Set priorities and problem-solved workflow issues to maintain rapport with clients, Team leaders and managers.
- Created, prepared, and delivered reports to various departments.
- Coached employees through day-to-day work and complex problems.
- Made decisions affecting daily operations such as overseeing purchasing and inventory management.
- Collaborated with other teams to identify and resolve clients issues quickly and professionally.
- Provided technical support to clients, troubleshooting technical issues and providing solutions.
- Prepared agendas and took notes at meetings to archive proceedings.
- Developed and maintained relationships with clients to enhance customer satisfaction.
- Developed and implemented procedures for responding to clients inquiries and resolving technical issues.
- Managed specialist team to provide technical assistance and clients service.
- Delivered exceptional clients service to every client by leveraging extensive knowledge of products/devices and services and creating welcoming, positive experiences.
- Investigated and resolved clients inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met clients call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with clients about resolved issues to maintain high standards of customer service.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Software Licensing Officer
The University Of Queensland
01.2021 - 03.2023
- Performed routine data entry into online document management.
- Responded to in-person and telephone requests for information from clients, vendors and other involved parties.
- Processed software purchases and invoices, maintained accurate purchase order database, issued receipts, and updated purchase records.
- Responded to requests for information from clients, head of school and finance department.
- Stayed up-to-date on Australian laws and licensing requirements to complete accurate and efficient reviews.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Updated operational records or licensing information using computer terminals.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Created documents with applicant information and verified data against SharePoint database information.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
IT Systems Administrator
The University Of Queensland
04.2009 - 01.2010
- Increased clients satisfaction ratings to 92%
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new employees.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Responded to clients inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Planned and implemented upgrades to system hardware and software.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Designed and evaluated WAN and LAN connectivity technologies.
- Installed and configured network printers and other peripheral devices.
- Identified and resolved network congestion issues.
- Evaluated software products to determine compatibility with existing systems.
- Implemented and maintained virtual private networks.
- Diagnosed and resolved hardware and software issues.
- Monitored networks and network devices to resolve technical problems quickly.
Education
Bachelor of Science - Business With IT
The University of East London
East London 05.2006
Skills
- Relationship Building
- Analytical Thinking
- Calm Under Pressure
- Project Planning
- Multitasking
- Friendly, Positive Attitude
- Attention to Detail
- Interpersonal Communication
- Computer Skills
- Conflict Resolution
- Networking
Certification
- CompTIA A+
- Microsoft Certified IT Professional
- Cisco CCNA
- Apple OSX Big Sur
- Microsoft Teams Training -Beginner
- MS SharePoint - Beginner
- MS Windows 11
- PowerShell for Beginners
Additional Information
I have worked at Data Centre in UK for 2 years also managed and run Shell Fuel stations with 26 members (franchise) in UK.
References available upon request
Timeline
Software Licensing Officer
The University Of Queensland
01.2021 - 03.2023
IT Support Officer
The University Of Queensland
05.2011 - Current
IT Systems Administrator
The University Of Queensland
04.2009 - 01.2010
Bachelor of Science - Business With IT
The University of East London
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