Rahul Rahul
Limerick ; Willing To Relocate
Summary
A self-motivated, ambitious, and results-driven Engineering graduate with experience in providing high standards technical support through phone/email in a fast-paced environment in Ireland. My goal is to head-start my career in one of the Ireland's top firms to expand my theoretical and practical skills in the areas of technical support, hardware, and software troubleshooting. A recent Business Analytics graduate that demonstrates excellent communication skills, strong analytical and problem-solving skills seeking to make a difference in a best in class, fast growing firm, serving customers for solving their business-critical problems.
Overview
4
4
years of professional experience
Work History
Technical Support Advisor
Eircom Limited
11.2022 - 07.2023
- Identifying hardware and software issues quickly and troubleshooting as quickly as possible and reducing the amount of time required for each call to a maximum of 5 minutes per call and reduced support tickets by 40%
- Ensuring that the quality of the support meets the performance metrics required of the IT support service
- Answering customers with their inquiries, responding to cases within the tight SLA timeframes
- Identifying current trends and network issues that creates potential challenges
- Finding the faults and technical issues in the line by proper debugging and testing process to avoid the chance of callbacks by 75% which results in customer satisfaction
- Diagnosing and repairing the faults by replacing necessary parts, recommending new devices (boosters) to resolve network issues which improves the company's profit in sales by 10% per boosters
- Provide fast and reliable answer rates for the customer by achieving a daily target of 50 inbound calls in a timely, efficient, courteous, and professional manner
- Managing a busy helpdesk with vigor - prioritizing tickets, managing competing priorities, and following through to ensure problems are fixed completely
- Escalating issues to senior IT staff and management as required.
Retail Supervisor
Eurospar
09.2021 - 03.2022
- Analyzed customer feedback and conducted a competitive analysis to identify gaps in the market,used findings to develop a new product that increased sales by 15% within the first quarter
- Processing of Products and assembling with components through various activities that complieswith Good Manufacturing Practices (GMP) and Good Distribution Practices (GDP)
- Responsible team leader acting as the face of the company, always upholding a positive brandimage, taking full ownership and accountability for resolving all customer queries
- Managed store opening and closing, taking key holder responsibilities seriously to uphold robustsecurity
- Built customer retention and satisfaction by delivering top-quality service.
Manufacturing Operator
Endo International plc
12.2019 - 12.2020
- Ensure that products allocated are successfully processed in plant scale as per the standard operating procedure.
- To participate in training activities for process personnel.
- To ensure all production records, especially with reference to the allocated product is compiled and submitted online.
- Up-Keep of EHS requirements in general, in particular to the product.
- To coordinate the allocated product related activities on online basis. This includes involving in transfer of products from R&D to plant scale, trouble shooting and ensuring the scale up to validation to commercial scale.
- Ensure online compilation all documentations related to allocated product are completed and approved online.
- To involve in modification of plant, with reference to allocated product and ensures the modification is done in plan.
- Ensures that within the department, all EHS measures are adhered to.
Education
Master of Science - Business Analytics
Dublin Business School
Dublin05.2022
Bachelor of Science - Electronics and Communications Engineering
APJ Abdul Kalam Technological University
Kerala, India08.2019
Skills
- Best Practice Implementation
- Training Material Development
- MS Office Proficiency
- Call Center Operations
- Experienced in handling systems like R6, Phoenix, UG, Edge
- Familiarity with C, HTML, CSS, SQL, RDMS, Java
- Taking ownership of user problems and using root cause analysis to drive longer term efficiencies
- Technical mindset with an ability to grasp technical concepts quickly
- Strong aptitude for learning and adapting to evolving IT systems and tools
- Experienced team player and strong admin experience with multitasking skills, flexible and working collaboratively with cross functional teams to solve technical issues and improve overall IT operations
- Passionate in finding faults and effective problem solver with excellent communication skills
Hobbies
- Football team captain
- Watching movies on Netflix
- Posters and Webpage development
Timeline
Technical Support Advisor
Eircom Limited
11.2022 - 07.2023
Retail Supervisor
Eurospar
09.2021 - 03.2022
Manufacturing Operator
Endo International plc
12.2019 - 12.2020
Master of Science - Business Analytics
Dublin Business School
Bachelor of Science - Electronics and Communications Engineering
APJ Abdul Kalam Technological University
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