Summary
Overview
Work History
Education
Skills
Certificationsawards
Certification
Languages
Timeline
Generic

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
Melbourne, VIC
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
Melbourne
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
India
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
India
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, VIC
07.2020

Bachelor of Science - Electrical, Electronics and Communications Engineering

Chitkara University
INDIA
05.2013

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

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    Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. 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Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd

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Prateek Nirmal