Dinesh Ravindrakumar Email & Phone Number

Collingwood, Victoria, Australia

2/94 Abbot Rd Hallam Vic

96 Flinders St. Melbourne Vic

 Tier 2 support for complex product issues Collaborate with backend team for software testing and escalations First point of contact for issues/queries/walk throughs for the Aconex system Provide Phone, Email, Remote access support for Aconex users Record and keep track cases using Sales Force CRM Use Bomgar for screen sharing and remote assistance Register Organizations to subscribe to the Aconex platform Monitor and follow up escalated cases to achieve SLA Assist in administration duties

Melbourne, Australia

Singapore

Provide technical solutions to the Singapore Government via the SOE Project Responsibilities Provide onsite 1st and 2nd level support for Singapore Government Agencies Attend to service requests through phone, email and fax. Ensures that all communication of customer is within the guidelines of the client.  Follows prescribed problem resolution procedures Ensures that cases and callbacks are logged into the call management system in accordance with the Data Accuracy guidelines. Identify root cause and provide users with lasting solutions  Escalate cases to designated Engineers. Escalate cases to Third Party Vendors(IBM, HP, Fujitsu) for faulty hardware parts Test replacement hardware before deploying it to the user Cater Adhocs (Creation of reports, Data entry, Data manipulation)

Singapore

Job Description: Provide technical and desktop assistance to clients.  Provide technical solutions via phone, email and face to face for Civil Aviation Authority of Singapore Assist users in Microsoft Office Application Issues, VPN, Network Connection problems, Printer Issues, Domain Account Creation and Termination etc. Respond to calls and emails and provide excellent and friendly customer service Resolve issues using tools such as Active Directory, REMAS, Remedy etc. Ensure that SLA(Service Level Agreement) is achieved Document cases and ensure that information gathered are accurate Provide accurate solutions to achieve First Call Resolution agenda Follow the guidelines to achieve Call Quality target (80%) Escalate cases to Application Vendors and ensure that escalated cases are being taken care of Communicate with Onsite Engineers for users who need hands on assistance Create monthly reports for the Team Leader for data tracking

Region Vii - Central Visayas, Philippines

Job Description: Provide data analysis with the use of graphical or analytical tools to effectively help manage and improve AT&T’s performance. Gather/generate statistical reports as per client request Create report templates for managing Account and Agent metrics Track and update Agent’s metrics and performance progress Conduct planning on how to eliminate redundancy in the creation of reports  Ensures that all reports are submitted on a timely manner with complete and accurate information. Provide communication channels between the Account and the Operations Team. Accept call-ins for absences or tardiness, validate the reason, deny or approve it Approve or deny overtime and leave applications. Cater Adhocs(Data segregation, Creation of reports, Creation of Excel Report Templates)

Region Vii - Central Visayas, Philippines

Job Description: Provide a professional and efficient technical support/service function for all Trend Micro (Internet Security/Antivirus) users, in line with client contractual requirements via email and phone. Accountable for providing a high level of technical response to the customers of our clients. Deliver world-class customer service and build customer satisfaction and loyalty. Increase the customer experience by doing cold calls and providing information on new products, rate plans, and services through up selling opportunities. Ensures that all communication with customer is within the guidelines of the client. Follows prescribed problem resolution procedures. Provide effective and timely resolution of a range of customer inquiries. Document customer’s information, concern, issue, queries, etc. and ensure that cases are logged in accordance with the Data Quality guidelines. Reduce callbacks by providing clear and accurate solutions Reaches and maintains the level of technical competence and customer service skills as required Ensures that all data is collected accurately. Strike a positive and cooperative tone with both customers and co-workers.