Sanjay Bhandari
Wollert,VIC
Summary
A competent IT professional with a proven track record of providing technical support and leading support team. Extensive experience of working in the front line helping clients and colleagues resolve complex technical IT and system and software support issues. Possessing excellent client facing skills, natural problem solving and analytical skills and able to contribute to the development of best practice, procedures and policies within a company.
Overview
9
9
years of professional experience
Work History
Senior Technical Product Specialist
Fareharbor Pty Ltd
04.2019 - Current
- Provide first point of technical support to global client using booking software via phone and email as part of APAC Office
- Manage support tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency using Zendesk
- To access client's support needs when arrive, then provide solutions or refer them to other team members
- Providing training to client regarding booking dashboard
- Monitor performance of Fareharbor systems, ensuring issues are appropriately escalated and resolved
- Analyzing technical issue and suggest solutions when product malfunctions
- Working with team lead to ensure quality customer service is being delivered
- Maintaining KPI and providing best customer support to global client
- Build and maintain existing relationships to ensure they are comfortable using Fareharbor and will be long term customer
- Pro-actively target clients with large opportunities for growth with platform
- Become an expert on Fareharbor to handle unique problems that face clients with their online bookings and reservation management
- Become well versed in online booking trends in tour and activity industry to share relevant information with clients
- Be team player and enjoy working in fast-paced environment while maintaining calm composure working under high pressure situations
- Responsible for working with over 1,000s global accounts and to optimize FareHarbor client experience
- Working strategically to suggest changes to promote client success, as well as addressing inbound requests to improve online booking experience for FareHarbor customers
- Responsible for training for new hires and lead them in the teams
- Organizing different meeting being on Diversity and Inclusion council of organization.
Village Manager
Windsor Gardens Retirement Village
11.2020 - 02.2021
- Plans, directs and co-ordinates the organization, it's administration and the operation of the establishment
- Maintains standards required by hygiene, safety and other relevant regulations
- Engages and trains staff, as well as establishes and maintains standards of staff performance and services to residents
- Plans budgets and authorizes expenditure and deal with multiple vendors to provides the required resources for residents at facility
- Reporting operational and organizational activities to the directors of the organization.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Established team priorities, maintained schedules and monitored performance
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Defined clear targets and objectives and communicated to other team members
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
IT Service Desk Officer
Family and Community Services
01.2019 - 03.2019
- Provide first point of IT Support contact for all FACS staff, NGO and partner organization
- Installing and configuring computer hardware operating systems and applications
- Assisting staff or clients through a series of actions, either face to face; email or over the telephone to help set up systems or resolve issues
- Troubleshoot technical issues to resolution and/or escalate to supplier or partner organizations as required
- Log all incidents and service requests in ServiceNow
- Manage Helpdesk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency
- Ensure system and data security is maintained at a high standard, ensuring the integrity of the FACS's network is not compromised
- Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner
- Monitor performance of FACS systems, ensuring issues are appropriately escalated and resolved
- Provide technical assistance to project teams and undertake technical project roles when required; supporting the roll-out of new applications and solutions
- Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team
- Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner
- Assist with ongoing development of related firm policies and procedures, including appropriate controls around organizational change management
- Remotely accessing hardware or software for clients to make changes and fix problems
Customer Service Representative
Datacom Contact Centre
08.2018 - 12.2018
- Providing and delivering professional, helpful, high quality service and assistance before, during and after customer's requirement are met
- Handling inbound calls from clients for CTP Green Slip Refund for Service NSW
- Resolving complaints via phone
- Greet customers warmly and ascertain problem or reason for calling
- Work with customer service manager to ensure proper customer service is being delivered.
IT and Digital Marketing Consultants
Photography Nepal Pvt Ltd,
10.2017 - 06.2018
- Providing IT consulting services and IT technical support to Clients
- Suggesting and aiding technical staffs on Installing and configuring computer hardware systems and IT Software to our clients
- Undertaking analysis, diagnosis and resolution of client problems via phone, e-mail & face-to-face contact
- Taking ownership of problems and tracking them to a successful conclusion
- Continuously reviewing performance against Service Level Agreements and verifying documentation and reports to a high standard
- Testing and evaluating new technology for clients and give them a proper feedback
- Using digital marketing tools to identify the problems of Clients
- Developing digital marketing strategy for business development of our clients
- Managing social media and help them to improve to the higher level
- Train staffs and the clients on significance of digital technology in business
- Developing the technical scripts to be used for graphics and video materials for Digital Marketing of clients.
IT SUPPORT/ Summer Trainee
Helsinki Metropolia University of Applied Sciences
05.2014 - 08.2014
- Responsible for diagnosing & resolving hardware, software & end users problems
- Acting as the first point of contact for all IT & technical queries
- Developing the infrastructure and systems to meet the company's needs
- Working within a
- TCP/IP network environment, including DHCP, DNS and Ethernet
- Involved in the rollout of software updates and patches
- Investigate specialist and complex IT support issues
- Communicating with third party technical specialists
- Configuring and managing backup & restore procedures
- Maintaining a wide range of computer hardware and software programs
- Identifying & reporting on the budgetary implications of IT projects and upgrades
- Provide secondary support for LAN administration
- Responsible for allocating work to junior staff and induction training for new staff
- Deploying new hardware, server backups & evaluating new software &security risks
- In-depth knowledge of Microsoft Windows client operating systems, XP
- Vista / Windows & Microsoft Office
- In-depth knowledge of IOS, Macintosh and IOS Devices.
Education
Bachelor of Engineering - Information Technology
Helsinki Metropolia University of Applied Sciences
Espoo2016
High School Diploma -
Novel Academy
University Of Cambridge 06.2009
Skills
- IT Technical Skills
- Windows/Windows Server Mac OS/iOS Management
- Network & IP Management
- HTML/CSS/Word press
- Network Configuration and Setup
- Hardware and Software Configuration and Troubleshooting
- Basic Programming
- Zendesk, ServiceNow Citrix, SAP One TRIM, Active Directory, Salesforce, Microsoft Office 365, Closeio Slack
- Photoshop and Lightroom
- Telecommunication
Additional Information
- Problem Skills
- Analytical Reasoning
- Critical Thinking
- Leadership
- Adaptability
- Teamwork
- Communication
- Active listening
- Attention to details
- Project Management
Timeline
Village Manager
Windsor Gardens Retirement Village
11.2020 - 02.2021
Senior Technical Product Specialist
Fareharbor Pty Ltd
04.2019 - Current
IT Service Desk Officer
Family and Community Services
01.2019 - 03.2019
Customer Service Representative
Datacom Contact Centre
08.2018 - 12.2018
IT and Digital Marketing Consultants
Photography Nepal Pvt Ltd,
10.2017 - 06.2018
IT SUPPORT/ Summer Trainee
Helsinki Metropolia University of Applied Sciences
05.2014 - 08.2014
Bachelor of Engineering - Information Technology
Helsinki Metropolia University of Applied Sciences
High School Diploma -
Novel Academy
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