Ushasri Pailla
Bundoora,Australia
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem- solving skills. Clear understanding of IT & Networking Concepts and training in Programming Languages. Motivated to learn, grow and excel in Software Industry. Hardworking and passionate job seeker with strong organizational skills and technical skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Coles Group
11.2021 - Current
- Handling up to 40 + calls and resolving 50+ tickets per day by using ServiceNow ticketing tool.
- Escalating the tickets to respective department as required.
- Maintaining SLA’s and responding to the incidents or service requests in a timely manner.
- Hands-on experience in writing Knowledge based articles in ServiceNow.
- Installing, configuring, and monitoring store hardware and software systems including Networks, Printers, Scanners and EFTPOS machines.
- Updating store software and activating windows remotely by connecting to server.
- Proficient experience in writing E-mails, store comm’s, Outage comm’s, activity notes and resolution notes.
- Connecting remotely to the stores using remote connection tools to troubleshoot all hardware or software related issues.
- Experience in creating new user ID’s and passwords, enabling user accounts, and setting up new users for their workstation in Active directory and Microsoft 365.
- Adding the users to Distribution lists, Groups and giving Mail box access.
- Monitoring all network devices, services and servers using different tools to ensure high availability.
- Using IP Networking concepts- DHCP, DNS , Switching, routing, addressing and Firewalls.
Customer Service Associate
Amazon Private Limited
05.2019 - 11.2019
- Maintaining focus on the customer issue amidst a bustling, fast-paced environment.
- Empathizing with and prioritize customer needs.
- Demonstrating interpersonal skills with a diverse customer base.
- Demonstrating conflict resolution, negotiating, and de-escalation skills.
- Demonstrating ownership to resolve challenging customer issues, escalating when necessary.
- Determining customer needs and provide appropriate solutions.
- Problem solving skills including decision making, time management & immediate prioritization of tasks as assigned.
Education
Masters Degree - Information Technology & Computer Networking
Charles Sturt University
Melbourne, VIC09.2021
Skills
Complaint Resolution
- Call Management
- Data Entry
- CRM Software
- Active Listening
- Technical Support
- Customer Relationship Management (CRM)
- Software Installation
- Hardware Upgrades
- Customer Support
- Service now
- Active Directory
- ITITL framework
- Microsoft 365
- Hardware Diagnostics
- Verbal and Written Communication
Timeline
Customer Service Representative
Coles Group
11.2021 - Current
Customer Service Associate
Amazon Private Limited
05.2019 - 11.2019
Masters Degree - Information Technology & Computer Networking
Charles Sturt University
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