Raghu Babu Sunkara

Experience

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  HSBC Retail Banking and Wealth Management

  Feb 2010 - Apr 2016

  Customer Service Representative

  • Built strong relationships with the field operations team to support business development opportunities and improve service.• Established and monitored customer service standards by employing recognized and comprehensive benchmarks.• Monitored phone, fax, and electronic database systems for incoming customer inquiries.• Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.• Devised recommendations to streamline and simplify customer support system, improving response time and reducing operating costs 15% Show less

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  Facebook Advertising Solutions India

  May 2016 - Jul 2018

  Information Technology Technical Support

  Resolved diverse range of technical issuesacross multiple systems and applications forcustomers and end-users across various timezones.Provided Tier 1 IT support to non-technicalinternal users through desk side support services.Wrote and reviewed tickets to requestmaintenance to various types of equipment.Submitted service tickets for equipmentmaintenance requests.Provided support for networking protocols andcharacteristics.Used ticketing systems to manage and processsupport actions and requests.Assisted customers in identifying issues andexplained solutions to restore service andfunctionality. Show less

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  New Zealand Business Association

  Aug 2021 - Mar 2022

  Business Support Analyst ( Volunteer)
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  BMP Technologies

  Nov 2021 - May 2022

  L2 Desktop Support Engineer

  • Patched software and installed new versions to eliminate security problems and protect data.• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.• Provided Desktop support to users in 24/7 uptime environment.• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.• Set up and administered users and windows systems and configurations.• Configured hardware, devices, and software to set up workstations for employees.• Performed root cause analysis and general troubleshooting.• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes Show less

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  Ricoh New Zealand Limited

  May 2022 - now

  Response Engineer

  • Provide initial troubleshooting, response to incidents / service requests and resolve as many of these tickets as possible at the initial touch• Answer incoming customer calls and determine their requirements• Respond to customer email in a timely and professional manner• Identify opportunities to improve Service Desk service and processes to increase the business value delivered, and provide suggestions and recommendations to the Service Desk Manager• Apply diagnostic techniques to identify problems, investigate root cause and recommend solutions• Work with higher tiers to resolve more complex issues in an incident management capacity (managing the ticket)• Help drive compliance with our Service Level Agreements (SLA’s) in regards response and resolve requirements• Identify repeating issues in the process of receiving and resolving incidents and help with the process of resolution• Coordinate with Third Parties, and internal departments to complete customer requests• Procedure and Knowledgebase development o Ensure client site systems documentation is kept up to date all times o Ensure that client specific processes are followed and updated as they change o Highlight any systems that do not comply with the Ricoh IT Services Installation and Configuration Standards and ensure the non-standard elements are documented• Internal System Management o Ensure that the entry, escalation and resolution of issues that are logged into the ticketing system are appropriately documented to ensure that the cause, symptom and resolution of the problem are well documented• Attending team / company meetings as required• Any other duties as requested by the manager Show less