Athul Abu Email & Phone Number

Sydney, New South Wales, Australia

• Tech Bar Presence & Support• Equipment installations, upgrades and moves including unifiedcommunications, laptops, operating system, and video conferencing.• Meeting room support• Floor Walking• VIP Support• Supporting desktop services including Hardware, OS, Software,monitoring etc.• Maintenance of physical infrastructure including Desktop, Laptop,Mobil device, printers and video conferencing equipment.• Simple staging, Desktop set up and cabling.• Basic configuration, inventory and asset management, break fix, fieldservices.• Build and strengthen working relationship with relevant networkescalation groups to assist in effective resolution of customer faults.• Assisting with Customer Device and Application Configuration.• Working with customers/employees to identify problems and advisingon the solution.• Responding to inquiries about software and hardware problems• Installing and downloading appropriate software

Wollongong, New South Wales, Australia

 Ensuring the best customer experience by always providing superior level of customer service and maximum availability. Diagnose, prioritize, troubleshoot, and resolve incidents where possible, or escalate where necessary, within Ser-vice Levels, following pre-defined processes accurately in an ITIL environment. Log all incidents, service requests and problems, accurately following the practices defined for each process, including updates to existing tickets.

Wollongong, New South Wales, Australia

In this role, I managed public inquiries and My Aged Care service requests through utilisation of CRM software. I also provided remote technical support to clients via telephone. Identified and resolved issues affecting clients My Aged Care Online Account. I maintained KPIs including AHT, Fast call resolution, quality, and adherence to procedure. Also handled enquiries from NDIS, health professionals and service providers.My experience has taught me how to deal with customers who have a problem. I am the person who many of my colleagues would go to when they had an issue with a customer that couldn’t be solved. Whether it was making a customer feel satisfied after receiving the wrong order or helping a demanding customer, I was able to make it right.

India

In this role, I provided technical assistance throughout the company, troubleshot application errors, supported software installations, and upgraded processes. I also handled computer hardware assembling, installation of OS, Windows Operating system support, Installation of applications in Desktop, Software Upgrade, Configuration of Printer, Wi-Fi, Emails, LAN, and DNS. Few profile highlights included: • In charge of responding to client inquiries via phone, email, exceeded customer expectations by providing superior levels of technical customer support efficiently and professionally.• Ensured that incidents and requests were properly and promptly recorded, and any reoccurring issues were submitted to the appropriate teams for follow-up.• Interacted with various support teams, and developers to address problems more quickly and successfully.