Summary
Overview
Work History
Education
Skills
Certification
Timeline

Paul Nelapati

Analyst
Sydney,NSW

Summary

Paul is a recent graduate from Macquarie University, on the path to become a successful Business Analyst, he brings a wealth of experience as a Data support Analyst and a Network Analyst. Paul's most remarkable strengths is his exceptional learning rate, which enables him to adapt swiftly to new challenges and acquire new skills with ease. With his diverse skill set and dedication to continuous improvement, Paul is poised to excel in the world of business analysis, making a positive impact wherever he goes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Service Support Specialist

Ericsson
11.2022 - Current
  • Conduct in-depth analysis of customer faults, identifying trends and correlations with network events to enhance troubleshooting and improve overall service quality
  • Perform data loading (provisioning) of customer orders into Ericsson Systems, ensuring accurate and timely implementation of services
  • Take ownership of customer faults by managing Trouble Tickets from initiation to resolution, applying effective problem-solving techniques and providing proactive communication to customers
  • Proactively monitor and manage installation and servicing mailboxes, ensuring prompt response and resolution to customer inquiries and service requests
  • Engage with operational stakeholders from both nbn and third-party service providers, fostering collaborative relationships and effective coordination for smooth operations
  • Demonstrate excellent operational service skills, including effective questioning, probing, listening, and establishing rapport with customers and stakeholders
  • Contribute as a dedicated team member, driven by a passion for excellence and achieving targets, fostering a culture of continuous improvement
  • Exhibit flexibility and adaptability to quickly respond to changing priorities and business needs, ensuring efficient and effective delivery of services.

Data Support Analyst

V Net Solutions
02.2022 - 11.2022
  • Generating comprehensive reports for Microsoft ANZ, utilizing product and sales data to provide insightful analysis and actionable recommendations
  • Collaborating closely with the V Net Team to review and update a global item database, ensuring accuracy and consistency across the board
  • Maintaining high service levels by performing data analysis and cleansing to ensure the integrity and quality of product information
  • Coordinating with suppliers and retailers to implement and manage inventory through Core range, New
  • Release, and Promotional orders, optimizing stock levels and minimizing stockouts
  • Ensuring excellent service levels in managing various accounts and categories, maintaining strong relationships with clients through effective communication and engagement
  • Regularly updating and maintaining accurate Process Documents for specific roles, ensuring compliance and providing clear guidelines for smooth operations
  • Cultivating strong client relationships through active engagement and fostering clear and concise communication channels.

Retail Associate

Vodafone
11.2019 - 03.2022
  • Proficient in utilizing complex CRM software, including Siebel, Salesforce, and POS systems, to efficiently manage orders, process changes, updates, cancellations, and user information edits
  • Consistently achieving and surpassing Key Performance Indicators (KPIs) and targets, attaining the top rank within the team and ranking among the top 10 performers within the state
  • Experienced in handling substantial cash transactions daily and adept at efficiently processing multiple orders using EPOS machines
  • Skilled in creating comprehensive Excel documents to track team performance, developing engaging
  • PowerPoint presentations, and utilizing Kahoot for interactive team meetings
  • Dedicated to providing exceptional customer service, ensuring client satisfaction by offering ethical and efficient solutions tailored to their best interests
  • Assisting business clients with their specific needs and providing recommendations for services to enhance their operations and maximize their business potential
  • Proficient in inventory management, regularly updating knowledge of new products and services to provide accurate and up-to-date information to customers
  • Expertise in handling customer complaints and effectively resolving conflicts, employing strong communication and conflict resolution skills to diffuse challenging situations
  • Proficient in outsourcing communications to address credit, technical, or system-related issues, ensuring efficient and timely resolution
  • Demonstrated leadership skills by training new staff members on CRM systems and motivating the team to meet individual and company KPIs.

Student Tutor

Kumon Australia
, New Zealand
03.2018 - 05.2020
  • Provided advanced math and English tutoring with personalized lesson plans, tailored to individual learners' levels and needs
  • Closely monitored student performance, offering remediation when necessary to ensure continuous progress
  • Collaborating with a highly qualified team, I communicated regularly with parents, providing detailed feedback on student reports and sharing updates on their educational development.

Junior Network Technician

APCD Pty Ltd
05.2017 - 05.2017
  • Assisted with CPU upgrades, Advanced computer build, and software repairs and builds
  • Managed stock levels on floor and maintained appearance of department area, showcasing my integrity and accountability
  • Provided a high level of customer service by greeting customers and helping customers.

Assistant Technician

JW Computers
05.2017 - 05.2017
  • Performed network installation, software installation, BIOS setup, and inventory checks
  • Completed daily administrative work, and errands which helped out my management
  • Rewired network cabling to connect to multiple different networks.

Education

Bachelor of Information Technology - Business Analysis

Macquarie University, Sydney, NSW
05.2023

3 Information Technology, Business analysis

Skills

  • Technical Data Analysis
  • Tableau / Microsoft Power BI
  • Microsoft Excel
  • Technical Support
  • Network Support
  • Customer Relationship Management (CRM)
  • SQL
  • Handling Customer Complaints
  • Staff Training
  • Triaging
  • Data Processing
  • Quality Assurance Evaluation

Certification

  • International Computer Drivers License (ICDL) - Microsoft Licensed Microsoft - [2014]

Timeline

Service Support Specialist - Ericsson
11.2022 - Current
Data Support Analyst - V Net Solutions
02.2022 - 11.2022
Retail Associate - Vodafone
11.2019 - 03.2022
Student Tutor - Kumon Australia
03.2018 - 05.2020
Junior Network Technician - APCD Pty Ltd
05.2017 - 05.2017
Assistant Technician - JW Computers
05.2017 - 05.2017
Macquarie University - Bachelor of Information Technology, Business Analysis

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