Vivek D
Sydney,Australia
Summary
An adaptable and responsible graduate seeking for an opportunity in Technical Support market. A proven ability to work flexibly to handle incidents in challenging environments. Drives change by applying innovative and creative solutions to t business needs. In short, I am reliable, hard-working with strong attention to detail and eager to learn about new technologies and business issues. I am able to work well both on my own initiative an as part of a team as well as to travel abroad.
Overview
7
7
years of professional experience
Work History
NBN Support
TELSTRA
05.2022 - 02.2024
- Provided efficient and effective support to customers, addressing their inquiries and concerns in a timely manner.
- Delivered exceptional service with patience and a positive attitude, ensuring a high level of customer satisfaction across diverse demographics.
- Acted as a responsible agent for Priority Assist customers, delivering specialized support and ensuring the swift resolution of critical issues.
- Efficiently identified and resolved customer issues, offering prompt and accurate solutions based on the specific challenges faced by each customer.
- Provided technical assistance for NBN services, escalated unresolved issues, and raised tickets using ServiceNow for further action. Collaborated with senior teams to ensure effective resolution.
- Identified customer needs and proactively recommended new products and mobile plans, contributing to sales growth.
- Followed up on escalated tickets to gain insights into issue resolution and enhance personal knowledge and effectiveness in future cases.
- Software's: - Salesforce, Console, Natama, Seibel, Bat, Cat, Nem-Dems, etc.
Technical Support Analyst
Probe
10.2021 - 04.2022
- Taking Inbound & Outbound calls from customers
- Maintaining a positive, empathetic, and professional attitude toward customers always
- Responding promptly to customer inquiries
- Initially was working as a concierge where we would route the calls to the right department who can resolve the customer issue, later I have upskilled and was working based on the requirement and availability of the team
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Keeping records of customer interactions, transactions, comments, and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Providing solution to some customers on their basics needs as per the trainings
- Worked as a team all-rounder, wherever team required by leveling up from stages 1 to 5
- Software's: - Best Practice, Mypurecloud, Teams, Outlook, Tands etc.
Analyst
Intelenet Global Services
11.2016 - 05.2018
- Testing of new features by creating test cases and working closely with development team
- Checked the functionality by manual testing
- Assisted in end-to-end test script execution
- Prepared test plans, test cases for the application
- Performed manual testing of websites and web applications
- Participated in weekly meetings with the management, team and walkthroughs
- Developed and maintained a thorough knowledge of business processes supported by software system
- Gathered and analyzed business requirements, reviewed documents and technical specifications
- Tested the functionality of the application with positive and negative testing
- Interacted with the development team to validate the scope of fixing the bugs
- Participated in various meetings and discussed enhancement and modification request issues.
Education
Master in Information and Communication Technology -
University of Sunshine Coast
09.2021
Bachelor of technology in Computer Science Engineering - undefined
JNTU
05.2015
Skills
- Analytical Thinking
- Problem Solving
- Scripting & Documenting
- Python
- SQL
- Data Analytics
- Microsoft 365
- Agile Methodology
Timeline
NBN Support
TELSTRA
05.2022 - 02.2024
Technical Support Analyst
Probe
10.2021 - 04.2022
Analyst
Intelenet Global Services
11.2016 - 05.2018
Master in Information and Communication Technology -
University of Sunshine Coast
Bachelor of technology in Computer Science Engineering - undefined
JNTU
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