Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sharath Chandra Veersing

Mandurah

Summary

Highly motivated and detail-oriented early career/junior Technical Implementation Consultant with a positive 'can-do' attitude, seeking a challenging position at IFS, Energy and Resources. Offering strong analytical and problem-solving skills, excellent communication, and client-facing abilities, along with a passion for understanding how things work and delivering custom solutions to customers.

Overview

7
7
years of professional experience

Work History

Technical Analyst

Axiom TechnologiesJun
01.2021 - 08.2022
  • Responded to client inquiries and reported technical issues promptly, ensuring timely resolution and minimizing downtime
  • Assisted end-users with software-related problems and provided step-by-step guidance to troubleshoot and resolve issues
  • Followed established protocols and documented all support activities in the ticketing system
  • Escalated complex issues to appropriate teams and ensured proper handover of information for effective problem resolution
  • Monitored systems and performed basic system administration tasks to maintain system availability and performance
  • Conducted preliminary investigations and root cause analysis to identify underlying issues and prevent future occurrences
  • Collaborated with cross-functional teams to address customer concerns and ensure a smooth delivery of services
  • Maintained knowledge base articles and documentation to facilitate self-service for end-users and enhance support efficiency
  • Actively participated in team meetings and training sessions to stay updated on new products and technologies.

Customer Service Associate

AmazonJuly
01.2016 - 08.2018
  • Customer support: Provided exceptional customer support to Amazon customers, addressing inquiries, resolving issues, and ensuring a positive customer experience
  • Order management: Managed customer orders, including order placement, tracking, and ensuring accurate and timely delivery
  • Technical troubleshooting: Assisted customers with troubleshooting technical issues related to Amazon products, services, or the website
  • Product knowledge: Developed extensive knowledge of Amazon's product catalog, including features, specifications, and pricing details, to provide accurate information and recommendations to customers
  • Escalation handling: Effectively handled escalated customer issues, collaborating with relevant teams to find prompt and satisfactory resolutions
  • Customer feedback analysis: Analyzed customer feedback to identify common pain points and areas for improvement, providing insights to enhance the overall customer experience
  • Process improvement: Actively participated in process improvement initiatives, suggesting, and implementing changes to streamline customer service operations and enhance efficiency
  • Multichannel support: Engaged with customers through various channels, such as phone, email, chat, and social media, ensuring consistent and personalized support across platforms
  • Performance metrics: Achieved and exceeded performance targets, including response time, customer satisfaction scores, and resolution rates, consistently meeting or exceeding Amazon's high standards
  • Cross-functional collaboration: Collaborated with cross-functional teams, including logistics, fulfillment, and technical support, to ensure smooth order processing and issue resolution.

Education

Master of Applied Information Technology -

Victoria University

Skills

  • Technical Proficiencies
  • Platforms:
  • Windows, macOS, Android, iOS
  • Tools:
  • MS SQL 2018, NET Framework, Visual Studio, JSON, Jira
  • Programming Languages:
  • C, C#, JavaScript, PowerShell, XML, HTML
  • CRM Platforms:
  • Salesforce, Zoho

Accomplishments

  • Maintained high customer satisfaction by delivering prompt and effective resolutions to technical issues
  • Implemented proactive monitoring, reducing system downtime and enhancing availability
  • Recognized for resolving complex technical problems efficiently and contributing to faster resolution times
  • Led successful training sessions, improving team members' technical skills and customer service capabilities.

Timeline

Technical Analyst

Axiom TechnologiesJun
01.2021 - 08.2022

Customer Service Associate

AmazonJuly
01.2016 - 08.2018

Master of Applied Information Technology -

Victoria University

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Sharath Chandra Veersing