- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Travelling and Music
- I like working with my hands and fixing things
- Running
- Participate in soccer competitions and other physical activities to maintain fitness
Sanjesh Prasad
Summary
Innovative technology professional with a proven track record at NICE Systems Australia, excelling in relationship building and technical, presale and services sales. Leveraged expert knowledge in NICE cloud platforms and contact centre solutions with demonstrated customer service and communication to drive customer satisfaction and trust. Regularly engaging with customers and skilled in proposing technical solutions and product overviews to align with business objectives.
Highly collaborative team player with strong problem solving and multi tasking abilities and poised to contribute to team success for achieving positive results.
Overview
34
34
years of professional experience
Work History
Services Sales Manager
NICE Systems Australia
02.2009 - 01.2025
- Handled customer relations issues, enabling quick resolution, and customer satisfaction.
- Built long-lasting customer relationships through excellent customer service and consistent follow-ups.
- Consistently met or exceeded maintenance services targets.
- Negotiated contracts / SOW's with vendors and customers.
- Working with customers procurement and services delivery teams to ensure all systems are covered for maintenance and support.
- Providing quotations for maintenance services and support renewals.
- Working with customers to carryout site audits for licenses and system usage.
- Updating license details in the internal CRM system.
- Work with support teams to ensure customers are provided with timely support as per the SLAs.
- Owning customer support escalations and liaising with support team for quick resolution.
- Assisting customers in logging support tickets.
- Handling maintenance support for APAC customers.
- Provide customers with marketing notes and documentations.
- Developed comprehensive product knowledge.
- Worked closely with post-sales and service delivery teams to understand and document installbase.
- Educated customers on the product licensing and upgrade path.
- Assisted account managers by providing customers site specific license and product details.
- Assist sales by responding to maintenance support specific questions for RFP.
- Assisted in managing accounts from maintenance support perspective.
- Established trust with customers by keeping them informed by providing transparent communication.
Pre-Sales Engineer
NICE Systems Australia
01.2004 - 02.2009
- Providing solutions and licenses quotations to customers.
- Developed comprehensive product knowledge.
- Worked closely with post-sales teams to ensure smooth project handoffs, minimizing disruptions in service delivery.
- Enhanced customer satisfaction by understanding business requirement and providing product recommendations.
- Educated customers on the technical aspects of products.
- Assisted sales teams in achieving sales goals through pre-sales activities and close collaboration.
- Delivered product demonstrations and overviews.
- Worked with customers and engineering team to determine equipment needs and system requirements.
- Worked closely with sales team on understanding customer requirements.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Assisted sales in managing customer accounts.
- Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
- Established trust with customers by keeping them informed by providing transparent communication and product roadmaps
- Generated detailed reports outlining client requirements and proposed solutions, providing valuable information for both sales and engineering teams.
- Provided technical expertise and support during the sales process, increasing customer confidence in product capabilities.
- Worked with Sales order management team to ensure smooth processing and billing of purchase orders.
Technical Support Engineer
General Trading House
06.2001 - 03.2003
- Responded to support requests from end-users and walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Managed multiple concurrent support cases.
- Increased first-call resolution rates.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
IT Systems & Network Manager
Courts Fiji Ltd
02.1998 - 05.2001
- Administered system controls, databases, and networks.
- Implemented and maintained technology and software budget.
- Carried out troubleshooting for computer hardware and network system issues.
- Promoted initiatives within the IT department by encouraging open communication, collaboration, and knowledge-sharing among team members.
- Coordinated with external consultants during system migrations or expansions, ensuring seamless integration with existing infrastructure and minimal disruption to end-user's.
- Maintained policy documentation on troubleshooting systems, detailing best practices and inherent goals.
- Evaluated third-party applications prior to deployment, ensuring compatibility with existing systems architecture and adherence to company security standards.
- Provided remote troubleshooting and support for users.
- Drafted change management policies.
- Designed company-wide backup and data retention policies, monitoring ongoing efforts to prevent data loss.
- Communicated with third party providers to maintain strong commercial alliances.
- Developed disaster recovery plans to ensure business continuity.
- Maintained and supported voice/data and VoIP applications including PABX telephony system.
- Provided network support services and cabling.
- Enhanced security by implementing firewalls and access control systems.
- Managed WAN and LAN designs and IP configuration.
- Installed, supported and maintained company hardware and software infrastructure.
- Acquired advanced knowledge of networking protocols.
- Maintained company servers, computers, printers, cables and other equipment.
- Trained support personnel to provide Tier I support to end users.
Part-time Lecturer
Central Queensland University
08.2000 - 03.2001
- Promoted critical thinking skills through challenging assignments.
- Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
- Selected and designed lesson plans and curriculum to meet academic objectives.
- Participated in conferences and professional development opportunities to stay up-to-date with latest trends in field.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Created and designed quizzes, tests and projects to assess student knowledge.
- Used PowerPoint and projectors to give presentations to student classrooms.
Systems Support Engineer
Datec Fiji Ltd
02.1997 - 02.1998
- Offered technical guidance and advised users of alternative approaches when troubleshooting.
- Configured security settings and granted system access to groups and individuals.
- Maintained computer systems, installed and upgraded new systems.
- Enhanced system performance by troubleshooting and resolving technical issues promptly.
- Analyzed and managed software patches and versions necessary for successful operating system upgrades.
- Efficiently resolved technical issues concerning software installation and network connectivity.
- Worked effectively in both independent and team environments to exceed IT goals.
- Utilized strong analytical skills to identify root causes of recurring issues, implementing long-term solutions that reduced overall support requests significantly.
- Performed troubleshooting and maintenance of existing network systems.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Supported users in setup and configuration of wireless networks.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Diagnosed and executed resolution for network and server issues.
Computer Technician
University of the South Pacific
01.1996 - 02.1997
- Linked computers to network and peripheral equipment.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Resolved technical issues for clients through remote support.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Set up and maintained user accounts and client access.
- Provided timely and efficient IT support for staff members, reducing downtime and improving productivity levels.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
Technician
Mechanical Services Ltd
01.1991 - 03.1993
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
Education
Bachelor of Science - Computer Science And Information Technology
University of The South Pacific
Skills
- Customer relationship management
- Account management
- Goals and performance oriented
- Product knowledge
- Motivational skills
- Strong communication skills
- Problem-solving and multitasking abilities
- Organizational skills
- Project management and documentation
- Pre-sales and technical support
- Cloud platform knowledge
- Networking knowledge on IT infrastructure
- Enthusiastic learner
- Team player
Awards and Achievements
High achiever - receiver of presidents club award on four occasions.
Interests
Timeline
Services Sales Manager
NICE Systems Australia
02.2009 - 01.2025
Pre-Sales Engineer
NICE Systems Australia
01.2004 - 02.2009
Technical Support Engineer
General Trading House
06.2001 - 03.2003
Part-time Lecturer
Central Queensland University
08.2000 - 03.2001
IT Systems & Network Manager
Courts Fiji Ltd
02.1998 - 05.2001
Systems Support Engineer
Datec Fiji Ltd
02.1997 - 02.1998
Computer Technician
University of the South Pacific
01.1996 - 02.1997
Technician
Mechanical Services Ltd
01.1991 - 03.1993
Bachelor of Science - Computer Science And Information Technology
University of The South Pacific
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