SURESH BABU THONDAPU
Christchurch,New Zealand
Summary
I possess a wealth of experience in both Service Desk Engineer and customer experience roles, and I am passionate about utilizing my technical skills to make a significant contribution to the role. I am seeking an opportunity to join a team that values continuous self-development through new assignments and provides an environment that nurtures growth. With my strong communication skills, I can effectively connect with clients and colleagues, and I am committed to achieving open communication and fluidity within any organization. I understand that building strong, positive relationships with clients is essential to business success, and I am confident that I can add value with my strong work ethic and team-oriented approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
CCL
02.2023 - Current
- Responded promptly to after-hours support requests when necessary, demonstrating a commitment to exceptional customer support at all times.
- Provided remote support for users in various locations, ensuring efficient resolution of issues despite geographical challenges.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over the phone and through various channels.
- Resolved customer complaints in a prompt, polite, and professional approach.
- Trained and supervised staff on equipment maintenance and safety procedures.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures to support action consistency.
- Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
- Monitored system performance to identify potential issues.
- Identified issues, analyzed information, and provided solutions to problems.
- Paid attention to detail while completing assignments.
- Managed time efficiently to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Excellent communication skills, both verbal and written.
- Diagnosed and troubleshot hardware, software, and network issues.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Configured equipment such as desktops, laptops, printers, and mobile devices for deployment throughout the organization.
Disability Support Worker
Helen Anderson Trust
05.2021 - 01.2023
- Modified programs and suggestions for clients as needed
- Communicated with guidance counselors and school administration to incorporate positive reinforcement strategies for Clients
- Completed and organized paperwork for at-risk clients
- Conducted functional behavior assessments for Clients displaying significant behavioral problems
- Conducted comprehensive assessments of clients' physical, emotional, and social needs to develop personalized care plans and support networks
- Established a level of trust between myself and Clients
- Aimed to be flexible, adaptable, and punctual.
ICT Support Technician
Hoffland Tech Solutions
12.2018 - 07.2022
- Installing and configuring computer hardware, software, systems, networks, printers
- Monitoring and maintaining computer systems and networks
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- Setting up accounts for new users
- Testing new technology/Gadgets
- Possibly training more new staff members in the Company
- Properly disassembled and reassembled various parts
- Helped to increase customer return rates by providing excellent customer service at all times
- Worked in accordance with company values to achieve future goals.
IT Support
Ring a Geek
09.2016 - 09.2018
- Answered phone calls, greeted clients, and handled all front desk responsibilities
- Liaise with clients to understand and diagnose issues
- Provided outstanding technical support to clients
- Monitoring and maintaining computer systems and networks
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- Testing new technology/Gadgets
- Possibly training more new staff members in the Company
- Properly disassembled and reassembled various parts.
Customer Service Team Leader
Auckland Airport
07.2014 - 09.2016
- Worked well independently and on a team to solve problems
- Remained punctual and professional at all times
- Acted as a dedicated team leader and took action when necessary
- Maintain financial accounts by processing customer adjustments
- Communicating with customers through various channels
- Offered new services based on the needs of a customer
- Upheld the highest standards of honesty and integrity
- Attended workshops and conferences centered around increasing customer service skills
- Performed scheduled updates, routine maintenance calls, and made repairs when necessary.
Education
QA Analyst -
Industry Connect
03.2023
Level 2 Health and Wellbeing -
NZQA Careerforce
10.2020
Diploma in Computer Science -
Iiet Education and Training Network
06.2009
Intermediate -
Sri Vikas Junior College
06.2006
Skills
- Communication
- Ability to Multitask
- Adaptability
- Fast Learner
- Computer Skills
- Organizational Skills
- Problem-Solving
- Root Cause Analysis
- Technical Troubleshooting
- Remote Support
Languages
Telugu
Hindi
Hobbies and Interests
- Being Children's Tutor
- Cooking
- Gardening
- Watching Movies
Certification
Currently pursuing AZ900
Playing Cricket
I enjoy playing cricket with my children in the backyard. It is a great way to relieve stress.
References
References available upon request
Timeline
Service Desk Engineer
CCL
02.2023 - Current
Disability Support Worker
Helen Anderson Trust
05.2021 - 01.2023
ICT Support Technician
Hoffland Tech Solutions
12.2018 - 07.2022
IT Support
Ring a Geek
09.2016 - 09.2018
Customer Service Team Leader
Auckland Airport
07.2014 - 09.2016
QA Analyst -
Industry Connect
Level 2 Health and Wellbeing -
NZQA Careerforce
Diploma in Computer Science -
Iiet Education and Training Network
Intermediate -
Sri Vikas Junior College
Currently pursuing AZ900
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