Prakash Yadav Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Managing and recording relationship interactions CRM for Senior Sales Executives.Creating and providing business quotes and proposals using CPQ and CRM.

Australia

• Performed project run-ups/ pre-deployment check as per site requirements and delivering on time.• Conducted Wi-Fi validation and RTLS Calibration survey in sites in NSW (Canberra hospital, Port Macquarie Base Hospital…)• Assisted Lead Engineers with project installation, commissioning, and User Acceptance Testing.• Performed repairs and programming of Ascom handsets (DECT, VoWIFI, Pagers, Smartphones, TeleCARE IP, Telligence).• Managed and coordinated, swap and supply of new and replacement handsets/equipment from in-house warehouse in Sydney through ERP software (Microsoft ax 2012) as per warranty or site contract.• Trained team members on repair and swap process for Microsoft dynamics Ax and created process document for audit and training.• Answered and resolved customer issues on call and JIRA well above SLA maintaining 100% customer satisfaction, while escalating and assigning tickets to relevant team members.

Sydney, New South Wales, Australia

• Effectively answer phone calls, handle incoming inquiries, and respond to consumers requests.• Effectively log and prioritize all requests using a good ITSM system (JIRA) with detailed internal notes and escalate to the next level as needed.• Support for Office 365 tasks such as adding new users, issuing licenses and permissions, converting a mailbox to a shared mailbox, delegation, and password reset via the admin portal.• Using Azure and Microsoft Active Directory, provide end-user support by assigning group policies to appropriate organizational units and adding users as needed. • Troubleshoot the issues related to local printers and scanners such as driver failure, scan to email and network folders.• Enrol Android, Apple and Windows devices using Microsoft Endpoint Manager. • Resolve any issues with infrastructure, including e-mail, printers, VPN, workstations, servers, and other peripherals, both on-premises and in the cloud.• Resolve any problems with Microsoft 365 applications such as Outlook, OneDrive, and Exchange Online. • Migrate data from a file and print server to the cloud and update the SharePoint Communication Site with fresh information.Achievements• Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation to senior support specialists.• Consistently met or exceeded established service level agreements (SLA) regarding customer expectations.

Australia

• Maintaining machines and equipment daily.• Troubleshooting any technical errors including hardware parts replacement.• Instructing and guiding customers with all available VR rides and experiences including flight• simulator.• Communicating and escalating any unresolved issues with dedicated team in China through TeamViewer and WeChat.• Respond to inquiries and troubleshoot hardware and software issues related to desktops, laptops, printers, mobile devices, and other IT equipment.• Diagnose and resolve common problems such as password resets, network connectivity issues, software installation, and configuration errors.• Keep track of inventory, perform basic hardware repairs, and coordinate with vendors for replacement or maintenance of IT assets.• Assist with the setup and maintenance of IT infrastructure, including servers, switches, routers, and firewalls.• Provide basic training to end-users on software applications and IT best practices.• Monitor and report on system performance, security incidents, and compliance with IT policies and standards.• Continuously update technical knowledge and skills through self-study, training courses, and certifications.• Follow ITIL-based processes for incident, problem, and change management, ensuring compliance with SLAs and KPIs.• Communicate effectively with end-users, colleagues, and management, using clear and concise language and a customer-centric approach.• Participate in on-call or after-hours support as needed and collaborate with other IT teams to ensure 24/7 coverage and service continuity.Achievements• Prevented any massive delay or closure due to technical error.• Manage entire set up according to the floor plan.• Build up strong customer relation with the company.• Trained several new employees on safe operation of equipment.• Promoted sales up to 25% through promotions and SEO.