SAGAR KANDEL
Technical Support Analyst (Level 2)
Maylands
Summary
Technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Technical Support Analyst
Telstra Co Ltd
11.2021 - Current
- NBN Fault Management: Diagnose, troubleshoot, and resolve complex NBN network issues
- Utilize advanced network monitoring tools to identify and mitigate connectivity problems
- Perform line testing, analyse fault data, and escalate unresolved issues to higher-tier support teams
- Coordinate with field technicians for on-site fault rectifications and maintenance
- Mobile Phone Fault Management: Provide expert technical support for mobile phone-related faults, including hardware, software, and connectivity issues
- Execute remote diagnostics and troubleshooting using advanced mobile network management systems
- Facilitate firmware updates, configuration changes, and system resets to resolve user issues
- Collaborate with device manufacturers and internal teams to address and resolve complex mobile device faults
- Technical Support: Offer real-time technical assistance and guidance to customers via phone, email, and chat
- Document all technical issues, resolutions, and customer interactions in the ticketing system
- Maintain up-to-date knowledge of the latest network technologies and mobile devices
- Provide training and mentorship to junior support staff on technical troubleshooting and customer service best practices
- Performance Monitoring and Reporting: Generate detailed reports on fault trends, resolution times, and customer satisfaction metrics
- Utilize data analytics to identify areas for process improvement and implement strategic solutions
- Ensure adherence to Service Level Agreements (SLAs) and key performance indicators (KPIs)
Data Entry Analyst
LIEBHERR Group
04.2021 - 11.2021
- Utilize historical data sets and planned product changes to model and forecast business trends
- Responsible for tracking and reporting product status report to parts supervisor
- Ensure customers order and receive correct parts
- Provide technical and product information
- Identify and secure additional parts sales opportunities
- Monitor the effectiveness of parts processes including stock control and inventory
- Order stock from suppliers and maintain accurate records, files, and reports
- Data Processing: - MS Excel, BAAN (inventory management)
- Software: Microsoft office 365, SAP business solution and Pronto Xi
ICT SUPPORT
SECURITY RESEARCH INSTITUTE, ECU
06.2020 - 11.2020
- Developed good understanding of ITIL framework by managing Incidents and service requests
- Active directory administration to manage user accounts
- Basic Office 365 administration including setting up email forwarding, mailbox delegation
- Basic troubleshooting of user issues such as BOD, password recovery, system recovery, network connectivity, printer sharing and so on
- Demonstrated good understanding of escalation matrix by assigning tickets requiring attention from other teams via Zen desk Ticketing System
- Install/configure software & computers for users and network devices
- Ensure the meeting rooms are in perfect working condition in coordination with AV support team
Education
BACHELOR OF INFORMATION TECHNOLOGY - SPECIALISED IN CYBER SECURITY
EDITH COWAN UNIVERSITY
01.2018 - 01.2020
Skills
Windows Server
undefinedCertification
Linux Administration (Udemy)
Soft Skills
- Customer Service skills, Provided customers with friendly and efficient service. Resolved customer queries and complaints effectively via phone or in person. Helped them to choose and locate products.
- Teamwork skills, Encouraged team members by setting an example of hard work. Shared workload to help team members do their job effectively.
- Attention to detail, Monitored quality of products on display and ensured work is done correctly and on time.
- Interpersonal skills, Able to get along with team members regardless of their background. Worked under supervision of more than one person. Communicated issues within team.
Timeline
Technical Support Analyst
Telstra Co Ltd
11.2021 - Current
Data Entry Analyst
LIEBHERR Group
04.2021 - 11.2021
ICT SUPPORT
SECURITY RESEARCH INSTITUTE, ECU
06.2020 - 11.2020
BACHELOR OF INFORMATION TECHNOLOGY - SPECIALISED IN CYBER SECURITY
EDITH COWAN UNIVERSITY
01.2018 - 01.2020
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