Rutvika Gupta
Lidcombe,Sydney
Summary
Customer-focused IT professional currently completing a Master’s in Information Technology at Monash University. Experienced in providing technical support, resolving complex customer issues, and delivering product education with empathy and clarity. Passionate about creating seamless customer journeys and contributing to inclusive, high-performing teams.
Overview
5
5
years of professional experience
Work History
TECHNICAL SUPPORT SPECIALIST
Cloudek
Melbourne, VIC
01.2025 - Current
- Delivered real-time technical support for cloud-based systems and devices.
- Resolved hardware/software issues while educating users on best practices.
- Collaborated with teams to escalate and resolve complex issues.
- Ensured high satisfaction through proactive diagnostics and clear communication.
Customer Experience & Reporting Analyst
Sixt
Melbourne, Australia
07.2023 - 01.2025
- Delivered data-informed customer service and resolved booking issues.
- Created service process reports to support compliance and improvements.
- Collaborated with technical teams to address service system gaps.
- Maintained a 95%+ issue resolution rate with empathy and clarity.
DATA ANALYST
Grid 91
Mumbai, India
05.2020 - 07.2021
- Collected and cleaned data to enhance decision-making.
- Created performance dashboards using Looker Studio and SQL.
- Identified trends and provided data insights to stakeholders.
- Supported product improvement initiatives through research and analysis.
Education
Masters of Information Technology -
Monash University
Melbourne, Australia06-2025
Bachelor of Science - Applied Statistics And Analytics
NMIMS
Mumbai, India06-2020
Skills
Technical Skills
- macOS and iOS troubleshooting
- Cloud computing (AWS, Azure)
- Data analysis (Python, R)
- Networking and connectivity support
- CRM software (Salesforce, HubSpot)
- Microsoft Office Suite
Core Competences
- Technical Troubleshooting & Diagnostics
- Customer Service Excellence
- Time Management &Multi- tasking
- Active listening and empathy
- Apple ecosystem knowledge
- Product education and support
- Communication and team development
Accomplishments
- Spearheaded product initiatives that increased customer satisfaction by 20%.
- Recognized for delivering high-impact technical and customer support in agile teams.
- Reduced resolution time by 15% through issue prioritization and proactive triaging.
References
References available upon request.
Timeline
TECHNICAL SUPPORT SPECIALIST
Cloudek
01.2025 - Current
Customer Experience & Reporting Analyst
Sixt
07.2023 - 01.2025
DATA ANALYST
Grid 91
05.2020 - 07.2021
Masters of Information Technology -
Monash University
Bachelor of Science - Applied Statistics And Analytics
NMIMS
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