Rahul Muttepu

• Provided training and support to end-users on the use of various AV platforms, resulting in a 10% increase in user satisfaction.
• Provided efficient and effective technical support to end users, consistently resolving issues related to Windows 11 operating systems and applications, including hardware and software compatibility, performance optimization, and security concerns.
• Streamlined a customer service process, resulting in a 15% reduction in response time and a 10% increase in user satisfaction.
• A good understanding of operating systems (Windows, macOS, Linux), applications, and peripherals is essential for providing comprehensive support.
• Identifying and resolving issues with software and hardware, including those related to Intune and its features like device enrollment, app protection, and conditional access.
• Implemented and managed MDM solutions for 100 devices, ensuring security and compliance across iOS and Android environments.
• Configured and maintained mobile device policies and configurations, optimizing performance and security settings for both iOS and Android platforms.
• Familiar with common AV equipment (e.g., projectors, microphones, audio mixing boards) and video conferencing platforms (e.g., Zoom, Teams).
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Troubleshooted and resolved network connectivity issues on a Cisco network, minimizing downtime.
• Utilized Microsoft Surface Hubs to facilitate collaborative brainstorming sessions and digital meetings, leveraging features like inking, co-creation, and Microsoft Whiteboard integration to enhance productivity and streamline communication.
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• Provision of High-quality customer service to Telstra customers.

• Identify and resolve basic IT and connection issues for customers.

• Effectively manage customer accounts for their end-to-end service activation.

• Engage customers by utilizing effective questioning techniques to identify issues.

• Escalate to Level 2 support if unable to successfully resolve the issue.

• Updating the notes in all the software we are using such as Siebel, Console, OIP and ICEC.

• Resolve network issues by coordinating with internal teams like Natama, ITAM and SNOW.

• Configuring & resolving issues on FTTP, FTTC, FTTN, HFC, FW and Opticom on TC1, TC2 & TC4.

• Monitor Network Traffic, Investigate faults, and arrange an NBN technician to perform a scheduled upgrade and improve network performance.

• Liaises with relevant individuals and departments to facilitate the activation of services for customers.

• Effectively responds to inquiries regarding the activation of services for customers.

• Manage work in line with designated processes and requirements.

• Using BAT tool, monitor Internet status and test the functionality of customer's Router and provide resolution.

• Assisting customers with their complex Big pond ID issues and VOIP Configuration as per Telstra SLAs.

• Set up the network connectivity process of Fibre upgrade for the customer and small businesses.