Prateek Nirmal
Carnegie
Summary
A Technical and Customer Escalations Engineer manages complex technical issues and customer complaints that exceed standard support capabilities. I diagnose, troubleshoot, and resolve critical problems, ensuring customer satisfaction. This role involves close collaboration with engineering teams to address product issues and improve processes, while maintaining clear communication with customers throughout the resolution process.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical and Customer Escalations Engineer
BTB/Bureau Holdings
08.2020 - Current
- Delivered exceptional service to customers, addressing inquiries and resolving issues promptly and effectively
- Managed approximately 120 incoming calls, emails and faxes per day from customers.
- Demonstrated strong communication skills, actively listening to customer concerns and providing clear, concise solutions
- Handled high-volume customer interactions while maintaining a positive attitude and professional demeanor
- Utilized CRM software to track and manage customer interactions, ensuring accurate and up-to-date information
- Trained and mentored new team members, contributing to the overall improvement of the customer service department
- Implemented feedback and suggestions to enhance service quality and customer satisfaction
- Managed and prioritised multiple tasks simultaneously, ensuring timely resolution of customer issues
- Collaborated with cross-functional teams to address complex customer needs and drive continuous improvement
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Customer Service Representative
Compare And Connect
04.2019 - 07.2020
- Serve as the initial point of contact and represent Compare the Market
- Attentively listen to and acknowledge customer inquiries, offering effective solutions
- Handle customer profiles using the live SAP interface
- Verify NMI and MIRN through live government websites MSATS and MIRN Discovery
- Provide regular reports on customer activity and conduct follow-ups as needed
- Manage the renewal process for electricity and natural gas contracts.
Network Officer (Radio Frequency)
Quadrant Tele ventures Limited
01.2015 - 07.2017
- Handling Network related complaints for Punjab Circle provide resolution for ICR customers
- Coordination with Network field engineers, regarding KPI data & other field activities regularly (Site expansion, 4th sectors and Hardware faults etc.) Preparing Daily MIS & Dashboard for complaints that are resolved
- Provide resolutions to the problems faced by Drive test Engineers
- Training and development of new team members and interns
- RF planning of new capacity and coverage sites (existing network)
- Planning new sites in coverage hole and high traffic areas
- Carry out RF optimization techniques (Proper antennas selection for optimal horizontal/vertical performance, mechanical/electrical tilts, appropriate transmit power setting, Antenna clearance, neighbor list analysis) for optimal site/ cluster performance.
NOC Engineer (Network Operating Center)
Infotel Tower Infrastructure Private Limited
01.2014 - 07.2015
- Checking site status when LAPD OML fault occurs (site down) and co-ordinate for the same with BS field Engineers to void unplanned outage
- Taking quick action as per the hierarchy when critical incidents as NE disconnection, NSE faulty, ATER OML broken, and MTP3 link set failure occurs
- Coordination with Backend transmission team and circle team for major incidents
- LOCK/UNLOCK sites of BSC records as per LUS (Low utilization sites) according to network performance
- E1 (loop checking of BTS) to prevent outages
- Alarm surveillance and troubleshooting of BSS domain (Punjab circle) as per the Escalation Matrix
- Handling of new Installed BSC and sites under HUAWEI management
- Daily network health check-ups of monitoring software (M200 R-12)
- Escalated infra-alarms (Battery, power alarms, Door burglar alarms) to the Infra engineers to secure thefts and outage
- Provides BSS outage reports, all corporate infra reports on daily basis to all circle heads
- Raise trouble tickets and finding issues for third party vendors BTS’s
- Important- mails and tickets are archived on hourly basis to resolve network related issues.
Education
Master of Science - Telecommunications and Networking
RMIT University
Melbourne, VIC07.2020
Bachelor of Science - Electrical, Electronics and Communications Engineering
Chitkara University
INDIA05.2013
Skills
- Service activations
- Service delivery
- Service design
- Escalation procedures
- Incident Management
- Hardware diagnostics
- Customer Support
- Stakeholder Management
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Analytical Thinking
- Customer service expert
- Product delivery
- Process development
- Multi-vendor networks
- Diagnostics
- Troubleshooting
- Testing
- Automation
- Workflows
- Troubleshooting and Repairs
- Providing customer support
- Manage escalations
- Preparation of reports and documentation
- Technical information
- Configuration Cisco Meraki , Netcom, Draytek & TP- Links
- Training and mentoring
Certificationsawards
- Fortinet Level 3 Network Security Member of Engineer Australia
- Pearson Test of English – Overal 81/90
- Certificate of excellence – Customer service
Certification
NSE level 3
PTE - English test
Awards for best customer service
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Technical and Customer Escalations Engineer
BTB/Bureau Holdings
08.2020 - Current
Customer Service Representative
Compare And Connect
04.2019 - 07.2020
Network Officer (Radio Frequency)
Quadrant Tele ventures Limited
01.2015 - 07.2017
NOC Engineer (Network Operating Center)
Infotel Tower Infrastructure Private Limited
01.2014 - 07.2015
Master of Science - Telecommunications and Networking
RMIT University
Bachelor of Science - Electrical, Electronics and Communications Engineering
Chitkara University
NSE level 3
PTE - English test
Awards for best customer service
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