Summary
Overview
Work History
Education
Skills
References
Timeline
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Srideep Reddy Pasnoor

Melbourne,VIC

Summary

Technically proficient and customer-focused professional with proven experience delivering ICT support, application troubleshooting, and end-user assistance in a high-volume, service-driven environment. Known for resolving technical enquiries, prioritizing incidents effectively, and maintaining high service standards. Seeking to transition my telco support expertise into the public health sector, contributing to WA’s healthcare system through reliable, responsive ICT service.

Overview

5
5
years of professional experience

Work History

Customer Service / Technical Support

AussieBroadBand
Dandenong, VIC
11.2023 - Current
  • Delivered high-volume ICT support via inbound calls, resolving broadband and connectivity issues through structured troubleshooting processes.
  • Utilized application troubleshooting skills across multiple telco platforms to ensure timely and effective customer resolution.
  • Diagnosed and escalated faults in accordance with incident management protocols, using internal service desk systems to document case notes.
  • Handled sensitive technical enquiries with empathy and clarity, aligning with HSS's focus on internal customer support and communication.
  • Maintained accurate support logs and case updates in CRM and knowledge base systems, enabling knowledge sharing across teams.
  • Demonstrated strong communication skills in simplifying complex technical issues for users with varied ICT literacy levels.
  • Followed defined escalation processes and service procedures to route unresolved issues to specialist teams.
  • Consistently met or exceeded KPIs in customer service standards, call resolution, and satisfaction scores in a fast-paced support environment.
  • Ensured adherence to privacy legislation and data handling standards when managing account-related support issues.

Courier Contractor

2U Courier
Airport West, VIC
02.2022 - 10.2023
  • Delivered packages to homes, businesses, hospitals, schools, construction sites and other locations in a timely manner.
  • Received delivery instructions from dispatchers or supervisors via telephone or two-way radio.
  • Provided excellent customer service by answering questions regarding deliveries or pickups.
  • Made sure that all paperwork was completed accurately in order to maintain accurate records of deliveries and pickups.

Console Operator

BP
Port Melbourne, VIC
09.2020 - 01.2022
  • Operate point-of-sale (POS) systems to process fuel and retail transactions accurately and efficiently during high-volume shifts.
  • Provide friendly, prompt customer service including handling inquiries, resolving complaints, and assisting with product selections.
  • Monitor fuel pumps and forecourt activity to ensure safety, compliance, and smooth traffic flow during busy periods.
  • Conduct regular stock checks and restock shelves, fridges, and displays to maintain merchandise presentation and availability.

Education

Master of Information Technology -

Charles Sturt University
Melbourne, VIC
11-2020

Bachelor of Technology -

Jawaharlal Nehru Technological Universit
Hyderabad, India
09-2018

Skills

  • Application & Software Troubleshooting
  • ICT Support & Technical Enquiry Resolution
  • Data Entry & Systems Navigation
  • Fault Diagnosis & Resolution
  • Customer Service Standards & SLA Adherence
  • Conflict Resolution & Complaint Handling
  • Privacy & Data Handling Compliance
  • Attention to Detail in High-volume Environments

References

References available upon request.

Timeline

Customer Service / Technical Support

AussieBroadBand
11.2023 - Current

Courier Contractor

2U Courier
02.2022 - 10.2023

Console Operator

BP
09.2020 - 01.2022

Master of Information Technology -

Charles Sturt University

Bachelor of Technology -

Jawaharlal Nehru Technological Universit

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Srideep Reddy Pasnoor