Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

NIRAV DARJI

Australia

Summary

Results-driven IT professional with a strong foundation in customer service and technical support. Proficient in diagnosing and resolving hardware, software, and network issues to ensure seamless IT operations. Currently excelling in a Faults and Emergency role at AusNet, adept at managing high-pressure situations and troubleshooting critical system failures. Passionate about transitioning into IT Support, leveraging problem-solving skills, technical expertise, and a commitment to continuous learning. Seeking a Service Desk or IT Support role to apply technical knowledge and drive growth within the IT industry.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Faults and Emergency Customer Consultant

AusNet Services
11.2023 - Current
  • Provided Respond to and manage emergency faults, ensuring minimal disruption to electricity and gas distribution
  • Diagnose and troubleshoot system issues, escalating critical faults to appropriate teams
  • Coordinate with field technicians and engineers to resolve network failures and service disruptions
  • Utilize ServiceNow for logging incidents, tracking resolutions, and maintaining documentation
  • Provide clear communication to customers and stakeholders during outages, offering timely updates and resolutions
  • Collaborate with IT and operational teams to improve fault-detection processes and system reliability
  • Handle customer calls related to unplanned electricity outages and gas leaks, ensuring prompt job logging and escalation
  • Use Salesforce to manage online fault reports and track customer-reported issues efficiently
  • Operate Citrix-based applications to access various IT systems and ensure seamless workflow
  • Utilize SAMS for identifying pole numbers and assets, Explore for checking voltage levels, and SAP for retrieving customer details

Customer Service Representative

Telstra
03.2023 - 10.2023
  • Company Overview: Australia’s leading telecommunications and technology company
  • Delivered high-quality customer service to a diverse client base for Australia’s leading telecommunications and technology company
  • Managed and resolved customer inquiries and issues related to telecommunications services, including mobile, internet, and landline support
  • Provided clear and accurate information and solutions to customers, ensuring high levels of satisfaction and adherence to service standards
  • Assisted customers with billing inquiries, service changes, and technical troubleshooting, enhancing their overall experience with Telstra
  • Utilized CRM systems and customer service platforms to track interactions, manage cases, and ensure timely follow-up
  • Identified customer needs and recommended appropriate products and services, contributing to sales targets and customer retention
  • Collaborated with internal teams to resolve complex issues and escalate cases as necessary
  • Australia’s leading telecommunications and technology company

Education

Master of Information Systems -

Deakin University
12.2022

Bachelor of Engineering - Information Technology

Mumbai University
05.2019

Skills

  • Technical Problem Solving
  • Ticket Management
  • Time Management
  • Communication Skills
  • Team Collaboration
  • Active learning
  • CRM software

Certification

AWS Certified Cloud Practitioner Certification, In Progress

Timeline

Faults and Emergency Customer Consultant

AusNet Services
11.2023 - Current

Customer Service Representative

Telstra
03.2023 - 10.2023

Bachelor of Engineering - Information Technology

Mumbai University

Master of Information Systems -

Deakin University

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NIRAV DARJI