Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shravan Kumar Kumar Dasari

Adelaide,SA

Summary

Skilled Support Officer with background in providing high-quality assistance to clients and colleagues. Experience includes handling customer inquiries, managing office operations, and coordinating team activities. Strengths lie in problem-solving abilities, communication skills, and adaptability. Previous roles have seen improvement in operational efficiency and client satisfaction through proactive support efforts.

Overview

9
9
years of professional experience

Work History

Support Officer - Student Finance and Enrolments

Randstad
Adelaide , SA
05.2025 - Current
  • Student Support: Assist students with financial and enrolment-related queries.
  • Administrative Tasks: Process paperwork, forms, and other documentation related to student finance and enrolments, Conduct checks to ensure student satisfaction and engagement, Process withdrawal forms and manage refunds for students.
  • Communication: Liaise with students, staff, and other stakeholders to resolve issues and provide information.
  • Data Management: Maintain accurate records and data related to student finance and enrolments.
  • Problem-Solving: Troubleshoot issues and provide solutions to students and staff.

Service Desk Analyst

Datacom
Modbury , SA
06.2023 - 05.2025
  • Technical Support: Assisting end-users with IT-related issues, including hardware, software, and network problems.
  • First-Line Support: Respond to user inquiries and provide technical support for hardware, software, and network issues. Serve as the primary point of contact for users seeking assistance.
  • Incident Management: Log and track all service requests and incidents in the IT service management (ITSM) tool. Prioritize issues based on severity and impact. Troubleshoot and resolve incidents efficiently or escalate them to higher-level support teams.
  • Problem Resolution: Identify root causes of recurring issues and propose solutions. Escalate complex problems to specialized teams or higher-level technical support if necessary.
  • System Monitoring: Monitor IT systems, networks, and infrastructure to ensure they are functioning optimally. Alert relevant teams to any system outages or failures.
  • Knowledge Base Management: Document common issues and their resolutions to improve future service desk efficiency. Update the knowledge base with new troubleshooting guides and solutions.
  • User Onboarding and Offboarding: Assist with user account setup and configuration (e.g., email, access rights). Manage user account deactivation during offboarding.
  • Training and User Education: Provide guidance to users on the use of IT systems, software applications, and best practices. Offer training to help users improve their technical proficiency.
  • Software and Hardware Support: Troubleshoot and maintain end-user devices like laptops, desktops, printers, and mobile devices. Ensure that software applications are installed, updated, and functioning correctly.
  • Documentation and Reporting: Maintain accurate records of incidents, resolutions, and requests. Produce reports on service desk performance, including response and resolution times.
  • Collaboration: Work closely with other IT departments (e.g., networking, systems administration) to resolve issues. Communicate status updates and resolutions to users effectively.
  • Continuous Improvement: Participate in IT service improvement initiatives. Offer feedback on processes and suggest improvements to enhance efficiency.

Customer Service Representative

TSA
Adelaide , SA
03.2021 - 05.2023
  • Provide timely, effective, and professional service in line with Telstra standards.
  • Assist with billing issues, complaints, product exchanges/returns, and technical support.
  • Ensure compliance with customer identification and privacy protocols.
  • Use systems like Siebel/Console to record interactions and manage activity logs.
  • Follow Telstra’s “Show We Care” principles in every customer interaction.

Car Loan Customer Support

IndusInd Bank
08.2016 - 03.2018
  • Respond to customer inquiries: Handle customer queries and concerns via phone, email, or chat, providing timely and accurate information about car loans.
  • Loan servicing: Assist customers with loan-related tasks, such as payment queries, loan balance checks, and loan closure procedures.
  • Issue resolution: Resolve customer complaints and issues related to car loans, working with internal teams as needed.
  • Documentation and paperwork: Assist customers with documentation and paperwork related to car loans, such as loan agreements and payment receipts.
  • Customer relationship management: Build and maintain positive relationships with customers, providing excellent customer service and support.
  • Data management: Update customer information and loan details in CRM systems or other databases.
  • Process adherence: Ensure adherence to company policies, procedures, and regulatory requirements.
  • Collaboration with internal teams: Work with internal teams, such as collections and loan processing, to resolve customer issues and improve processes.

Education

Masters of Information Technology - Information Technology

Victorian Institute of Technology
Sydney
01-2021

Bachelor Of Mechanical Engineering -

Jawaharlal Nehru Technological University
Hyderabad, India

Skills

  • Active directory management
  • Technical support
  • Software troubleshooting
  • Microsoft Azure
  • Exchange management
  • ServiceNow

Timeline

Support Officer - Student Finance and Enrolments

Randstad
05.2025 - Current

Service Desk Analyst

Datacom
06.2023 - 05.2025

Customer Service Representative

TSA
03.2021 - 05.2023

Car Loan Customer Support

IndusInd Bank
08.2016 - 03.2018

Masters of Information Technology - Information Technology

Victorian Institute of Technology

Bachelor Of Mechanical Engineering -

Jawaharlal Nehru Technological University

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Shravan Kumar Kumar Dasari