Raman Tiwana

Experience

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  EClerx Service Ltd

  Aug 2014 - Feb 2015

  Technical Support Analyst

  Job Roles and Responsibilities.• Handled a volume of 30 to 50 calls per day troubleshooting various desktop and laptop issues like network connectivity, dial-up connections, password resets, printer issues etc.• Configured network settings such as TCP/IP, DHCP, DNS, and applications such as Remote Desktop, VPN utilities etc. for Microsoft Windows XP, 7,8 & Apple iOS products.• Installed, tested and configured new workstations, peripheral equipment and software.• Gathered extensive knowledge of Microsoft Windows and Microsoft Office troubleshooting. • Answered client inquiries in person, email and via telephone concerning systems and network operations.• Troubleshot incidents by recording detailed information from the customer and relaying it to the correct department for further assistance.• Identified chronic customer issues by creating and maintaining customer compliant log.• Met or exceeded service and quality standards every review period Show less

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  Cucina italian

  Mar 2015 - Aug 2017

  Sales Representative

  Part time employment whilst pursuing Masters Degree.

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  Swinburne University of Technology

  Mar 2017 - Jun 2017

  Research Project

  Project roles and responsibilities.• Successfully designed the network for a new hospital (Virtual) using methodologies taught in the course.• Extensively used GNS and Cisco packet tracer to design and configure a large network.• Successfully configured several network devices (2 Routers, 4 Distribution Layer Switches, 10 Access Layer Switches, Network printers).• Configured DHCP Server, ACLs, Route Maps.• Segregated network through VLANs.• Performed basic IP subnetting and IP allocation.• Performed a thorough research on previous peer reviewed case studies.• Worked passionately with a team of 5 Networking students without conflicts. Show less

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  Activ8me

  Sept 2017 - Feb 2020

  • Supervised daily operation of 25-member tech support team, acting as first line of escalation regarding customer service and technical issues.• Handled escalated issues by utilizing problem solving and communication skills to effectively resolve more than 95% of customer inquiries in a timely manner.• Ensured the productivity, quality and customer satisfaction goals and objectives are met for all offered products/services.• Strongly emphasized on building and improving process efficiencies within the Technical Support Team to drive Client Experience Second to None Show less • Configured and troubleshot e-mail servers: SMTP/POP3/IMAP/Exchange & VOIP services.• Supported & configured various NBN Co services such as: FTT (Node, Curb & Premises), HFC, LTSS (Satellite) & Fixed Wireless.• Served as Help-desk technician providing support to end-users in everyday computer & network issues involving protocols such as TCP/IP, DHCP & DNS server.• Actively Liaising with customers & TIO (Telecommunications Industry Ombudsman) to resolve disputes promptly.• Actively participated and led several company projects which have resulted in rewarding outcomes. Show less

  • Technical Support Team Lead

    Jan 2019 - Feb 2020

  • Technical Support Officer L1/L2

    Sept 2017 - Jan 2019
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  Encoo Communications

  Feb 2020 - now

  • Network Operations Manager

    May 2023 - now

  • Network Administrator

    Feb 2020 - now