Vinod Thakkar
Greater Sydney Area,NSW
Summary
Organized and independent but ravenous and hungry to find ways to learn. A person successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Optus Macquarie Park
06.2019 - 05.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
Technical Support Officer
IPC Australia
11.2017 - 05.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Education
MBA - MPA
Melbourne Institute of Technology
Melbourne, VIC06.2017
Skills
- Complaint Handling
- Incident Management
- Technical Support
- Call Centre Operations
- Documentation And Reporting
- Records Maintenance
- Stakeholder Management
Timeline
Service Desk Analyst
Optus Macquarie Park
06.2019 - 05.2024
Technical Support Officer
IPC Australia
11.2017 - 05.2019
MBA - MPA
Melbourne Institute of Technology
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