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Sophia Nelson
Melbourne,VIC
Summary
Enthusiastic business analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of assigned tasks and training in Tableau, MS Visio, Adobe Spark. Motivated to learn, grow and excel in the Information Technology sector.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Front of House Team Member
Junoon Indian Restaurant
Armadale, Victoria
06.2021 - Current
- Assisted servers with delivering food, filling beverages and retrieving items for guests.
- Stayed ready for quick turnovers by pre-bussing tables.
- Established welcoming atmosphere by greeting each guest warmly.
- Prepared alcoholic beverages such as standard cocktails for guests.
- Reset tables between guests by restocking low items and wiping down surfaces.
- Helped guests at tables when in need of assistance.
- Trained new staff in front-of-house procedures, customer relations and cleaning.
- Leveraged hand-held trays and buffet carts to serve food and beverage items to guests.
- Served and assisted diners by carrying plates of food, taking and delivering beverage orders and refilling glasses.
- Observed diners to respond to additional requests and determine when meal completed.
- Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic fine-dine restaurant while maintaining calm, professional demeanor.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Asked diners about meals to assess satisfaction and collect vital feedback to improve operations.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Utilized POS system to receive and process food and beverage orders.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
Concierge
Focused Facilities Management
Melbourne, Victoria
01.2021 - Current
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Contacted previous guests and potential visitors via email with information.
- Explained security policies and procedures to guests and staff to promote visitor confidence and safety.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Monitored company inventory to keep stock levels and databases updated.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Identified issues, analyzed information and provided solutions to problems.
- Worked flexible hours across night, weekend and holiday shifts.
Technical Support Specialist
Expert Service Solutions
Powai, California
07.2020 - 05.2021
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Worked with tools like JIRA and Confluence to create, maintain and perform tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted efficiency among departments with prompt resolution of system issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and quickly troubleshot errors.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Documented support interactions for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Patiently walked individuals through basic troubleshooting tasks.
Student Intern
Melbourne Data Analytics Platform
Melbourne, Victoria
03.2020 - 05.2020
- Completed range of simultaneous job tasks to support professor's academic, research and operational needs.
- Searched at library and in scholarly databases to locate necessary information for research projects.
- Planned, prepared and participated in weekly meetings and events.
- Completed research, compiled data and assisted in timely reporting.
- Analyzed problems and worked with teams to develop solutions.
- Collaborated with team to optimize workflow and achieve objectives.
- Assisted with projects by applying strong analytical skills and studies.
- Developed business, financial and analytical skills in fast-paced work environment.
- Worked with tools like Teams, and Qualtrics to prepare and design survey for requirements gathering.
Implementation Consultant
BatchMaster Software
Indore, Madhya Pradesh
07.2017 - 01.2020
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
- Worked closely with tools like SAP HANA, SAP Business One and MS Excel to maintain test cases and perform testing on business cases.
- Reduced process lags and improved productivity by supervising implementation managers.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Assisted account executives with strengthening client relationships through targeted solutions.
- Studied customers' business processes to customize implementation measures for minimal disruption to operations.
- Authored user documentation to help train third-party personnel on newly-implemented customizations to SAP B1.
- Processed client satisfaction reports for completed implementation, analyzing data to discover possible areas of improvement in future projects.
- Traveled to customer facilities to inspect initial implementation of SAP B1, directing apparent issues to appropriate engineering staff for correction.
- Offered client training services via on-site and online interaction to streamline onboarding process for newly implemented systems.
- Cultivated relationships with sales team to support and supply corrective actions.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Documented specialized data and requirements to address business demands.
- Aided senior leadership in authoring data capturing reports to identify issues and determine solutions.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Explained complex, technology-related issues in basic, understandable terms to clients.
Education
Master of Science - Business Information Systems
Swinburne University of Technology
Melbourne, VIC 01.2021 - Current
Master of Science - Data Science
University of Melbourne
Melbourne, VIC 02.2020 - 12.2020
Bachelors of Engineering - Information Technology
Acropolis Institute of Technology And Research
Indore, India 08.2013 - 05.2017
Skills
Guest relations management
Data Entry
Planning and Coordination
Interpersonal Communication
MS Office
Attention to Detail
Reporting capabilities
Office streamlining
Policy and procedure adherence
Guest experiences
Telephone etiquette
Conference and meeting planning
Interpersonal communications
Team Supervision
Hospitality service expertise
Administrative support
Marketing
Software Debugging
Performance Optimization
Data recovery
Technical issues analysis
Remote IT Implementation
Account management
Staff education and training
Ticket support system management
Customer service expert
Business Development
Technical documents comprehension
Microsoft Outlook
User credential management
Application support
Complaint resolution
On-Site Inspection
Training Procedure Implementation
User Documentation Development
Online Training Services
Implementation Management
Configuration and management
Highly proficient in JIRA, Confluence, SAP HANA, MSSQL, SAP B1, ERP, Confluence, Tableau
Software Development Life Cycle
Client training
Technical Analysis
Certification
Introduction to Knowledge Management, NPTEL, India
Interests
Timeline
Front of House Team Member
Junoon Indian Restaurant
06.2021 - Current
Concierge
Focused Facilities Management
01.2021 - Current
Master of Science - Business Information Systems
Swinburne University of Technology
01.2021 - Current
Technical Support Specialist
Expert Service Solutions
07.2020 - 05.2021
Student Intern
Melbourne Data Analytics Platform
03.2020 - 05.2020
Master of Science - Data Science
University of Melbourne
02.2020 - 12.2020
Implementation Consultant
BatchMaster Software
07.2017 - 01.2020
Bachelors of Engineering - Information Technology
Acropolis Institute of Technology And Research
08.2013 - 05.2017