Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

PRATEEK NIRMAL

Carnegie, Melbourne,VIC

Summary

Result-oriented Customer Service and Technical Engineer with a background in telecommunications and technical service activations. Proven track record in Service Delivery environments, encompassing service design, configuration, and activation product delivery. Skilled in developing processes and executing activation and testing procedures for ethernet services. Proficient in configuring customer services across multi-vendor networks, with expertise in diagnostics, troubleshooting, and resolving activation failures. Well-versed in leveraging automated workflows to streamline service delivery processes.

Overview

11
11
years of professional experience

Work History

Food Delivery Driver

Uber Eats
Carnegie, Melbourne, VIC
08.2024 - Current
  • Delivered food orders to customers in a timely manner.
  • Loaded and unloaded delivery vehicles with food items.
  • Ensured that the correct order was delivered to the customer.
  • Followed all safety protocols while driving.
  • Coordinated with restaurant staff on order accuracy and pickup times.
  • Provided excellent customer service throughout the delivery process.
  • Utilized GPS navigation systems to find most efficient routes for deliveries.
  • Identified potential problems or complaints from customers and took appropriate action as necessary..
  • Resolved customer disputes quickly and professionally in accordance with company policy guidelines.

Level 2 Technical Support Engineer

BTB/Bureau Holdings
South Melbourne, VIC
02.2021 - 08.2024
  • Delivered exceptional service to customers, addressing inquiries and resolving issues promptly and effectively.
  • 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 prioritized 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.
  • Configuration and testing of SIP protocol, SIP trunking and call routing, Voicemails, IVR - Auto attendants, Creating RING Groups for call flow.
  • Implement Quality checks and configuration of VOIP handsets.
  • Embrace a teamwork mindset, willingly assisting and supporting others as needed in a collaborative environment.
  • Showcase effective time management and organizational skills, accomplishing objectives within given time frames and efficiently handling administrative duties.

Customer Service Representative

Compare And Connect
Melbourne CBD, VIC
04.2019 - 02.2021
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • 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.

Kitchen Hand

Jalisco Mexican Restaurant
Windsor, Melbourne, VIC
07.2018 - 12.2018
  • Cleaned dishes, pots, pans and utensils.
  • Swept and mopped floors to maintain cleanliness in the kitchen area.
  • Stocked shelves with food supplies, such as canned goods and dry ingredients.
  • Assisted cooks in preparing meals by washing vegetables and fruits, cutting meats and other tasks as needed.
  • Disposed of garbage according to health regulations.
  • Received deliveries of food items and stored them properly.
  • Checked temperatures of freezers, refrigerators and hot holding units regularly to ensure food safety standards were met.
  • Maintained a neat work station throughout shift hours.
  • Acquired new skills to support team and further accommodate customer needs.
  • Partnered with chef to cook food and comply with food preservation guidelines.
  • Assisted with special event catering and preparation, including setup and food service.

Network Officer (Radio Frequency)

Quadrant Tele ventures Limited
INDIA, Punjab
07.2015 - 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, PUNJAB
01.2014 - 07.2015
  • Taking quick action as per the hierarchy when critical incidents such as NE disconnection, NSE faulty, ATER OML broken, and MTP3 link set failure occur.
  • 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 Engineering

RMIT University
Melbourne, VIC
07-2020

Master of Science - Electrical, Electronics And Communications Engineering

Chitkara University
INDIA
05-2013

Skills

  • Troubleshooting and assistance
  • Customer Communication
  • Customer Service
  • Problem-Solving
  • Precision and Attention to Detail
  • Analytical Thinking
  • Excellent Communication
  • Accuracy and Precision

Accomplishments

Fortinet Level 3 Network Security

Member of Engineers Australia

Pearson Test of English – Overall 81/90

Certificate of excellence – Customer service

HTLAID0011 – CPR (First Aider)

Languages

English
Full Professional
Hindi
Full Professional
Punjabi
Full Professional

Timeline

Food Delivery Driver

Uber Eats
08.2024 - Current

Level 2 Technical Support Engineer

BTB/Bureau Holdings
02.2021 - 08.2024

Customer Service Representative

Compare And Connect
04.2019 - 02.2021

Kitchen Hand

Jalisco Mexican Restaurant
07.2018 - 12.2018

Network Officer (Radio Frequency)

Quadrant Tele ventures Limited
07.2015 - 07.2017

NOC Engineer (Network Operating Center)

Infotel Tower Infrastructure Private Limited
01.2014 - 07.2015

Master of Science - Telecommunications And Networking Engineering

RMIT University

Master of Science - Electrical, Electronics And Communications Engineering

Chitkara University

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