SOURABH KOTHURU
Perth,WA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Universal Learning Group
08.2022 - 09.2022
- Effective analysis, troubleshooting in incident management platform.
- Worked on internal and external projects with great care.
- Support corporate IT systems and analyse events to resolve system issues.
- Identified priority calls and highlighted potential problems, ensuring that targets are met in line with key performance indicators.
- Focused in providing exceptional service to clients by adhering to SLA timelines.
- Collected and updated data to assist with customer issues and concerns.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
IT Support Engineer
Probe CX, PTV
05.2022 - 07.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built technical skills to ensure quality customer service management and support
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Created reports which are used to enhance, improve, and grow business
- Maintain current understanding of Public Transport Victoria and its operators, products, systems, processes, and functionalities for quality outcome.
- Exercise discretion in resolving issues to satisfaction of customer and client.
- Translated complex technical issues into digestible language for non-technical users.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Understand and meet individual and campaign targets and key performance indicators (KPIs).
- Provide superior level of customer service in accordance with quality framework
- Monitored real time adherence, call statistics to ensure activities were managed efficiently throughout day.
Digital Business Analyst
Tech Mahindra
10.2020 - 10.2021
- Analyse, design, and implement in digital platforms based on Agile environment.
- Creating user stories, identify risks while engaging with designing & development teams.
- Engaged closely with stakeholders to develop SaaS based consumer engagement platform for Nestle (client).
- Mobile based android application was developed to build interactive platform for businesses & customers for a contactless transaction considering pandemic (Covid-19).
- Inventory live updates, predictive analysis, enhance of revenue generation, integration through API's powered by customer engagement platform.
- Seamless & enhanced consumer experience, insights considered for the betterment, improved efficiency throughout the project are some of the highlights.
- Worked with client requirements to specify business plans and goals.
- Participate in design discussions, agile retrospectives.
- Facilitate requirement derivation workshops to better understand business problems further translating to functional requirements.
- Assist in implementing business driven results, identify & document potential content, understanding business requirements to create and enhance superior product.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
Service Desk Engineer
IMImobile, Acquired by Cisco
02.2016 - 10.2017
- Analysing, troubleshooting, and monitoring performance issues of network elements with SLA timelines.
- Coordinating with various departments in resolving concerns further escalating based on priority levels.
- Escalated and re-produced problem to internal development sources to reach solution.
- Developed and maintained broad knowledge of applications and industry activity to stay aware of trends, issues and competitions.
- Adhere to SLA timelines, worked in fast-paced environment where each incident/ticket appears in incident management platform is considered with importance & be accountable until it is resolved.
- Managed more than 90 tickets per day and ensured to find root cause for recurrent incidents.
- Communicate with clients, understand requirements, and deliver prompt outcome.
- Continued monitoring of dashboards, reporting to higher levels based on priority.
- Involved in development of dashboard which gives graphical representation of concerns and help us act much quicker within SLA timelines.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Education
Master of Science - Information And Communications Technology
University of The Sunshine Coast
Melbourne, VIC2020
Bachelor of Technology - Computer Science And Engineering
Vardhaman College of Engineering
Jawaharlal Nehru Technological University2016
Skills
- Critical thinking and problem solving skills
- Service Desk tools, Service now, Jira
- Leadership Skills
- Client Relationship Management
- Ability to Work Under Pressure
- Effective Time Management
- Communication Skills
- Microsoft Office
- Java
- HTML & CSS
- IT Project Management
- Agile Methodologies
- SQL
- Business Analysis
- Creative Issue Resolution
Timeline
Service Desk Analyst
Universal Learning Group
08.2022 - 09.2022
IT Support Engineer
Probe CX, PTV
05.2022 - 07.2022
Digital Business Analyst
Tech Mahindra
10.2020 - 10.2021
Service Desk Engineer
IMImobile, Acquired by Cisco
02.2016 - 10.2017
Master of Science - Information And Communications Technology
University of The Sunshine Coast
Bachelor of Technology - Computer Science And Engineering
Vardhaman College of Engineering
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