NaveenDasarathi

Address: 2/30, Upper Queen Street, Newton, Auckland 1010

Mob: 027510!!"
#$a%l: na&een'dasarat(%)*$a%l'co$
+areer ,b-ect%&e
To obtain position as a Support Engineer, in a results-oriented company that seeks an ambitious and
hardworking person, where acquired skills and education in ICT, Telecommunications will be utilized
toward continued growth and advancement
To become Technical !usiness "nalyst in #ve years and to become IT Consultant in ten years
Areas o. #/pert%se
Network%n* $ %"&, '"&, 'i-(i Support, "pplication support, router con#guration and management,
)&S, 'I&S, *%"&, *+&, "ctive )irectory, &etwork switches and cabling setup, +ST& ,aults, )ialp-."S
troubleshooting, */I+ Support
0ardware 1 +C assembly, trouble shooting desktop, laptop and printers
2roduct%&%t3 4ools$ 0S /1ce, 0S+ro2ect, "dobe +hotoshop
,perat%n* s3ste$ $ 'indows $ 3+, *IST", 'indows server 4556, 0"C, /S3, %inu7, Citri7
Ma%l and 5atabases 6 0S /utlook, 0ac 0ail, %otus &otes, Incredimail, 'indows 0ail, /utlook
E7press, Entourage, /racle 8 )eveloper 4555, 0S "ccess
Mana*er%al6 0anagement In,ormation Systems, +ro2ect 0anagement, So,tware Testing, 9sability
Testing, ITI%
,t(er- Troubleshooting o, +ST&, C)0" and 'C)0" devices, connectivity and coverage issues
#ducat%on Su$$ar3
Studying ,or *0 ware Certi#cation
Completed CC&" Course ,rom II:T ;India< last year and I am preparing ,or the certi#cation
"chieved 0C+ ;3+< ,0CS" ;4556< and 0CTS ;IS" 455=<
In,ormation Technology In,rastructure %ibrary ;7478< v6 (oundation Certi#ed
&ew>ealand )iploma in In,ormation Technology ;&>?" %evel =< incorporating M+S#
s3llabus, Institute o, "pplied %earning - @uly 455A - @uly 455=
+ost Braduate Certi#cate in !usiness, specialized in In,ormation Technology and (inance,
"uckland 9niversity o, Technology - @uly 4556 $ @uly 455C
D
!achelors o, !usiness 0anagement specialized in 0anagement In,ormation Systems, !usiness
(inance, 0arketing, 9niversity o, !angalore - @uly DEEF $ @une 455D
)iploma in .elational )atabase 0anagement Systems includes /racle 4555, )eveloper 4555,
)atapro, !angalore - Sep DEEF $ Sep DEEE
)iploma in Computer 0anagement includes Structured System "nalysis and )esign ;SSA5<,
*isual !asic, 'indows /S and 9&I3
#$plo3$ent Su$$ar3
4ec(n%cal Support Anal3st 9Support Ser&%ces 2:/7;
Ben-I Systems &> %td, "uckland @an45DD-Current
Ac(%e&e$ents:
'as complimented by Chris ?uinn in C?A55 ,or owning and managing a ma2or incident with
)igital 0edia +layers o, !&>
'as awarded the Team Employee o, the month ,or "pril 45D4
Support Ser&%ces 2:/7 was awarded t(e <est 8e&era*ed 4ea$ o. =en67 Ser&%ce 5esk
2011'
>espons%b%l%t%es 1 The +rimary responsibility o, a T" is to manage customer incidents and requests
by providing a single point of ownership. Specific objectives as follows:
Facilitate rapid restoration of services within Service Level Agreements
rovide effective !ncident "ontrol
#a$imise %
st
contact fi$ rates
#inimise financial service level penalties
&uild and maintain strong client advocacy
roactively maintain and improve service quality
'eep the customer informed at all times
(nsure proactive response to incidents
romote automated incident logging where practical
9tilise sel, help tools to reduce incoming call
.ecording, (iltering, Categorisation, +rioritisation and ownership ,or requests ,or change ,rom
internal staG or the client
Support and participate within the change )approval* process where appropriate.
+o$ple/ Support Spec%al%st 0arch45D5 $
@an45DD
Telecom &> %td, "uckland
>espons%b%l%t%es 6+reat%n* Super%or ?alue b3 pro&%d%n* best @t solut%ons o. core products
and ser&%ces o. 4eleco$'
+er,orm root cause analysis on issues escalated by broadband helpdesk, dialup helpdesk,
Tivo, outbound customer care, +ST& ,aults teams
)etermine best #t solutions and ,ully e7plain the solution to the customer
+rioritize tasks that will restore or provide products and services to the customer
4
.ecord all interactions with customers into appropriate systems throughout the support
process
Establish and maintain eGective relationships with customers and ensure to respect their time
0aintain up to date knowledge o, available products and services and business policies
surrounding those
Continually evaluate, test and implement company products in pre and post launch situations
to ensure ma7imum value is delivered to customers
Ensure a sound understanding o, and comply with, all legislation and company policies
associated to the role
<roadband 0elpdesk 4ec(n%c%an and 27+ 9.or 5sla$$ers; "pr 455H $ 0arch
45D5
Telecom &> %td, "uckland
>espons%b%l%t%es 1 5el%&er to 4+NA custo$ers t(e ke3 co$ponents o. t(e super%or
custo$er ser&%ce e/per%ence:
Through eGective listening and understanding customer needs, asking open-ended
questioning, being pro,essional and ,riendly, being knowledgeable about TelecomIs products
and services
through e1cient call handling, respecting the customers time and managing the call well,
,ocusing on accuracy in order to reduce time, eGort and emotion, and ensuring the customer
is always provided the right in,ormation
Through gaining good understanding o, the customer requirements, resolving issues and
queries, oGering a su1cient number o, solutions, taking ownership o, the event and managing
it end to end through our process
"dherence to scripting - conversation guidelines and standard operating procedures
I had been appreciated ,or e7cellent work done by customers
I have been an J." achiever
0elp 5esk +oord%nator Assoc%ate /ct 455A $ "pr
455H
E)S &> %td, "uckland
>espons%b%l%t%es 1
Technical support to Beneral 0otors $ 9S" and ",rica, technical support to Chevron worldwide,
technical support to (ontera &ew >ealand and ,ew other "sian countries
Trouble shooting o, printers, desktop clients, thins clients and printer servers, application
support, .emote desktop support including application so,tware, *+&, Citri7 and telnet,
trouble shooting o, intelisync and blackberry, so,tware deployment ,or %otus notes, 'indows
*IST"
:ave consistently achieved and e7ceeded weekly and monthly targets
:ave success,ully communicated and built relationships with customers ,rom multi-cultural
backgrounds
:ave understood the key business bene#ts o, products, thereby enhancing my ,unctional
knowledge o, the ICT industry
Stren*t(s
?uick learner, adaptable, positive, ability to work unsupervised, team player, high standard o, work
ethics, reliable, ability to work under pressure, good sense o, humor, easy to get on with, mature,
responsible, ,riendly, people person, e7cellent communicator, attention to detail, help,ul, problem
solver, dependable, loyal
6
0obb%es
+hotography, cricket, billiards
References available on request
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