Customer Service Project Manager
Resume:
View My VisualCV Online: http://www.visualcv.com/sathya10
Sathya Balakrishnan
References
CURRENTLY SEEKING EMPLOYMENT IN NEW
ZEALAND
(Superior)
Hiren Khatri
Technical Operations Specialist
Project Manager
Telecom NZ Telecom NZ
abo0ot@r.postjobfree.com Unit 3B, 11 h: 095514778
Hiren was my Project Manager Nicholas Street m: 021*******
to whom I was reporting with Auckland CBD 1010 o: 022*******
regards to my Day to Day Job New Zealand
activities. abo0ot@r.postjobfree.com
My Company: www.telecom.co.nz
He is one of my Inspiration in
terms of Professional attitude
and Sincerity.
Objective
(Superior)
Bronny Walker To gain employment within the field of Information Technology in New Zealand and to obtain a position
that will enable me to use my strong organizational skills, educational background and ability to work
Service Delivery Manager
well with people.
Telecom NZ
abo0ot@r.postjobfree.com
Education
Bronny was my Service
Delivery Manager to whom I
was reporting with regards to
Auckland University of Technology
one of my clients.
Auckland CBD, Other, New Zealand Jul 2010 - Jun 2011
Bronny Inspired by her
Post Graduate Diploma, Computer Information Science
motivation.
She treats
everyone professionally, Relevant Papers:
appreciate then and there, Software requirement and engineering.
being straight forward, Search Based Software engineering
commitment to work made me Net centric computing
to be strong enough team Data warehousing.
player in the team. Information Security.
E-commerce strategies and applications
Customer Relationship Management
(Superior)
Naoneet Singh Supply Chain Management
Logistics & Operations
Risk Advisor
ERP Implementation and Maintenance
Right Cover Limited
E-commerce Implementation and Marketing
abo0ot@r.postjobfree.com
Naoneet was my Supervisor to
whom I was reporting with
regards to Client collections,
University of Madras
contact details, market leads.
Chennai, India Aug 2007 - Apr 2010
(Superior)
Manekandan Ba Bachelors of Science, Computer Science
Relevant Papers:
Senior Technical Engineer
Computer architecture and Operating system
Panasonic Home Appliances
009*********** Database Management
abo0ot@r.postjobfree.com RDBMS with Visual Basic programming
Java programming and Software Engineering.
Am Very Much Inspired by Microprocessors and its applications
Manekandan in terms of "Hard Digital Logic fundamentals and Networking.
working, Punctuality, Web technologies.
Determination, Involvement,
commitment".
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Work History
Vandana (AUT Telecom NZ
University) Taneja Auckland, New Zealand Aug 2011 - Oct 2011
(Superior) Technical Operations Specialist
Senior IT Technician
Gen-I s Sector knowledge spans almost every area of the economy. Gen-I experience with true
AUT University
abo0ot@r.postjobfree.com understanding to deliver powerful and proven ICT solutions.
RESPONSIBILITIES:
Senior IT Technician Worked with clients Fonterra group limited, Downer EDI works limited, Fletcher buildings,
- Computing/Maths Presbyterian support northern, career services limited, Mainfreight limited, Chevron NZ, Wendco NZ
ltd, NZ fire service, NZ blood service, NZ AA, Westpac Bank, ASB Bank Ltd, Hallenstein brothers,
Mgmnt & Allied Postie plus .
Dept.:School of Computing and
Provided tier 1.5 level customer support and responsible for grey area diagnosis.
Mathematical Sciences
Member of first line technical escalation and support team and taken ownership of
Email:abo0ot@r.postjobfree.com
escalated projects and grey area diagnosis
Fax: extension 9944 Handled high standard Inbound and Outbound technical call queries with regards to
customer s request.
Assisted management and team manager with any assigned special projects and
(Superior)
Sriram Annayan provided backup when required.
Provided remote services to internal customers to resolve application access and
Senior Support Engineer
authorizing issues using Microsoft Team viewer.
Necta Technology
abo0ot@r.postjobfree.com Quoting solutions for customer, managing day to day operations and following up with
abo0ot@r.postjobfree.com those quotations.
Created advance service level agreements utilizing CRM and carried physical writing and
telephone demarcation.
Maintaining log of calls and e-mails from internal and external customers at their
satisfaction level.
Manage end-user expectations and update comprehensively all incidents and service
requests in excel notes through to resolution.
Monitor and maintain systematic logs of errors, tracking the progress of Job request and
keeping client up-to-date.
Developed advanced service level delivery agreement with customers for respective
product features based on respective copper/DSL or fibre optic network access.
Trained on ADSL, Ethernet, LAN/WAN, remote access network and fibre optic
technologies.
Handled issues with regards to routers, remote access, phone line, firewalls, network
connectivity and gateways.
Updating workflow sheet, monthly reports, Schedule of fees on exchange 2.0 and
provide billing service, quoting network details, tracing feasibility, customer deal number,
PCP, HCC information
Provided appropriate timely change management and documentation work as per SLA.
Coordinate with service management, technical specialist, IP configuration, sales, project
managers and coordinators, provisioning team to ensure maximum quality and up to
date on new products and services
ACHIEVEMENTS: Developed very good customer service and team work skills in a team strength
of 24 during my employment with Telecom NZ.
Reasons for Leaving: Contract Expired
Milano International
Auckland, New Zealand Feb 2011 - Jul 2011
Business Operations/ Technical Support(Part Time)
Milano International is to create property solutions that work today and provide benefits for the
future with a strong people focus. Vehicle warehouse is one the joint organization of Milano
International ltd.
RESPONSIBILITIES:
Acquisition of business through proactive referrals within the branch network.
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Maintained customers focus on all times and answering to customer s enquiries using
standard guidelines
Taking ownership of complaint and queries and prepared quotes based on customer
request.
Co-ordinate with sales team to meet sales and referral targets
Organized vehicle s sales auction at Auckland.
Administrating office, file and back up storage management using disks, USB, MS VSS
service.
Handling Inbound and Outbound customer request calls with regards to property and
vehicles.
Installed Windows 7 and software applications operating system on desktop computers.
Monitored windows server 2008 and organization s website.
Performed market research surveys on customer needs and requirements.
Prepared weekly sales report, updated work flow and customer s database.
ACHIEVEMENTS: Extensively enhanced customer service, team collaboration and taking
initiatives. Learned and developed knowledge about cars and property sales management.
Reasons for Leaving: Contract Expired
Right Cover Limited
Auckland, New Zealand Aug 2010 - Feb 2011
Financial Sales Consultant(Part Time)
Right cover limited is an Insurance sales and broking company focussed into market leading,
customer service and cheaper Insurance policies.
RESPONSIBILITIES:
Promote and sell core Insurance products and services (targeted promotions)
Assisting in preparing and developing the documentation of the organization s standard
policies and procedures towards customer service.
Liaising with customers via e-mail (Outlook), phone and face to face with regards to
opening a policy.
Performed market research surveys on insurance products and customer s
requirements.
Developed and maintained insurance documents for the clients.
Potential team communicated with various kinds people in New Zealand.
ACHIEVEMENTS: Honed both my oral and written communication when I was working for various
clients across New Zealand, successfully achieved sale targets at exhibitions and build team player
skills.
Reasons for Leaving: Contract expired
Panasonic India Co Limited
Chennai, India Apr 2007 - May 2010
Service Desk Operations System Support Engineer
Panasonic Corporation is an ISO 14001 and worldwide leader in the development and manufacture
of electronic products for a wide range of consumer, business and industrial needs. Based in
Osaka, Japan, the company recorded consolidated net sales of 7.42 trillion yen for the year ended
march 31, 2010.
RESPONSIBILITIES:
Established and maintained effective relationships with staff, customer services groups,
vendors, out source's and contractors.
Provided Service Desk Tier level 1.5, BAU support and desktop administration
Assisted in Installing LAN/WAN, wireless and windows based network, UPS and co-
ordinate with ERP Team
Configuring Active Directory, windows operating systems and support setup of
hardware, software and printer as per the guidelines of the organization.
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Analyzed, Maintained and Monitored Organization s IT support System
Oversee for the evaluation and recommendation of the new hardware and software
Resolve issues and escalations and follow-up of cases requiring further action
Create and maintained SLA s, technical documents relates to ITIL/Network
infrastructure planning, principles and management practices
Analyze system s performance, availability and support end-user hardware devices.
Ensured network connectivity of all servers, workstations and other network appliances.
Managed system, Database, servers, client s e-mail, print and distributor s relationship
using CRM Saleforce.com
Assisted with logistics, supply chain by tracking records of bulk goods, raw materials
using handheld devices and graph sheets.
Developed blueprints, check lists and process methodologies
Customer liaison via e-mail and phone with regards to issues.
Facilitating face-to-face and remote training with clients
Balanced all stock records and created procedures for departmental use.
Follow and develop guidelines to reduce customer crashes.
Processed client orders and managed shipping invoices using MS Office Excel/Word
Provided peripheral system/ hardware support in testing and reporting issues.
Ensured quality on products (Juicer/Mixer/Grinder, Air Conditioner, and Microwave) by
preventing from leakage, foreign objects.
Work with distributers and decide time succession of machinery and replacement
Recorded the model number of each installed hardware component and forwarding the
details to the administrative authorities.
Identified and reported areas of excessive expenditures to allow management to stay
within budget.
Reasons for Leaving: Moved out of country to New Zealand
Skills
Networking (Expert)
1-2 Years Experience, (Currently in use)
LAN/WAN, TCP/IP, ICMP, IMAP, SMTP, SFTP, POP3, IPV4, IPV6, UDP, DNS, DHCP, RDP, LDAP,
VSS Default Gateway, Configuring DNS, SMTP (Fault finding/Trouble shooting)
Management/Maintenance (Expert)
1-2 Years Experience, (Last Used 1-2 years ago)
System, Server (Apache, Tomcat), SQL DBMS
Software Applications (Expert)
1-2 Years Experience, (Currently in use)
MS Office, (Virtualization) VMware, SQL Server, Citrix
Remote/Admin Support
(Expert)
1-2 Years Experience, (Currently in use)
Active Directory, Team viewer
ERP, CRM (Expert)
1-2 Years Experience, (Currently in use)
Salesforce.com (Configuration and maintenance), MS SharePoint, Exchange 2.0
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Operating systems (Expert)
3-4 Years Experience, (Currently in use)
MS Windows Xp, Server 08, Win 7, Linux
UNIX, Linux (Intermediate)
Bash Line Commands, SAMBA
Certifications
Technology Specialist Jul 2009 - Aug 2012
(Microsoft (MCTS))
Cisco Certified Network Associate Nov 2011 - Has no expiration
(Cisco Systems)
Interests
Travelling, Photography, Motor Sports, Playing Football, Listening to Music, Social events
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