Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shiva Prasad Reddy Panduga

Heidelberg Heights,VIC

Summary

A highly skilled and dedicated Customer support agent with extensive experience in the development and implementation of system improvements such as Troubleshooting, escalating, and routing of requests to internal teams, workflow, system configuration optimization and integration. Possesses strong commitment towards high productivity and efficiency in carrying out everyday business operations, paying close attention to critical work regulations and policies in exceeding industry standards. Highly experienced in resolve issues with computer programs, hardware, and peripherals which aids in managing and integrating the important parts of businesses. Recognized for assisting companies in implementing resource planning by integrating all the processes needed to run them with a single system and utilizing excellent organizational skills and strong ability to coordinate and deliver projects in order to achieve target outcomes.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Customer Service Agent

E&S trading
Melbourne, Victoria
08.2022 - 11.2023
  • Kept and managed business documentation for all IT related information and provided assistance for administrative tasks.
  • Ensured first call resolution and immediate action to Service Desk support calls of as many incidents as possible and implemented policies, procedures and plans for all IT support services based on the framework and industry best practices.
  • Forwarded and coordinated reports making sure they are released on time on a scheduled or ad-hoc basis.
  • Ensuring customers are served in a friendly and efficient manner to maintain satisfaction
  • Helping customers in creating journey planners, rerouting and purchasing the tickets.
  • Communicating with the client and support team to collect requirements of the product / work expected
  • Ad-hoc administration requests including printer accessibility, system updates, shared drive access and record every detail to KT’s.
  • Prioritizing tasks and responding to emails

IT Technical Support Intern

Bantel Technologies
Mebourne, Victoria
02.2022 - 07.2022
  • Developed customer service skills to effectively communicate with clients over the phone and through email.
  • Installed applications on users' computers according to company standards.
  • Managed Active Directory user accounts, groups, and computer objects.
  • Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes.
  • Installed security patches for Windows Server operating systems and applications as needed.
  • Deployed new servers with Windows Server OS and configured them according to organization's standards.

Education

Master of Science - Information Technology

Victorian Institute of Technology
Victoria
12-2021

Bachelor of Science - Computer Science And Engineering

JNTUH
India
07-2018

Skills

  • Inbound Call Management
  • Escalation Management
  • Customer Relationship Management (CRM)
  • Active directory
  • Ticketing System
  • Adobe
  • Fresh service
  • Microsoft office tools

Certification

  • ITIL certified

Timeline

Customer Service Agent

E&S trading
08.2022 - 11.2023

IT Technical Support Intern

Bantel Technologies
02.2022 - 07.2022

Master of Science - Information Technology

Victorian Institute of Technology

Bachelor of Science - Computer Science And Engineering

JNTUH

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Shiva Prasad Reddy Panduga