Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing start to end solutions to the customers by taking the ownership. Always willing to learn more. Looking forward to build expertise in managing customer accounts and leading them to achieve best results for clients as well as organization.
Hi, I’m
VISHAKHA TIBE
Christchurch,CAN
Summary
Overview
13
years of professional experience
Work History
Spark
Service Desk Analyst
04.2023 - Current
Job overview
- Served as the primary point of contact for all corporate customers, helping with their IT-related faults.
- Resolve managed services, voice services and other network issues using troubleshooting and problem-solving skills.
- Document and track incidents using ServiceNow, ensuring accurate and timely resolution, along with effective case management.
- Collaborate with teams to resolve complex technical problems and improve incident resolution rates.
- Part of cultural committee and manage cultural events start to end.
- Health and safety representative and a certified first aider.
Mbie
Immigration Officer
01.2022 - 04.2023
Job overview
- Gather the data and information provided by the clients and transform it in accordance with immigration policy, procedures, and immigration law.
- Managing client expectations, including outlining the expected application assessment process and timeframe.
- Risk identification and mitigation: Identify and proactively manage, and-or escalate risks regarding processing of visa applications and decisions.
- Make quality decisions for INZ along with working on ways to continuous improvement of the process.
- Collaborated with other law enforcement agencies to identify and apprehend individuals involved in criminal activities or posing a threat to national security.
- Improved inter-agency communication by participating in meetings, conferences, and training sessions related to immigration enforcement issues.
Ministry of social development
Customer Service Representative at work & income
02.2021 - 01.2022
Job overview
- Collected and updated data to assist with customer issues and concerns.
- Worked with clients to influence them to take up employment, planning and budgeting etc.
- Provide all the help available within MSD operational policy to ensure clients receive appropriate financial assistance for their needs
- Trained 15 new employees on responding to calls appropriately and as per company standards.
Original Foods
Quality Assurance Assistant
08.2019 - 04.2020
Job overview
- Worked on product development projects start to end.
- Aided in the creation of comprehensive training materials for department members on best practices in quality assurance, fostering a culture of excellence within the team.
- Evaluated returned products for safety, functionality, and other issues.
- Maintained accurate records of inspection results, ensuring traceability and compliance with internal and external standards.
- Identifying, reporting and investigating incidents start to end on incidence management tool.
Wipro
Technical Support analyst L1/Tier 1
02.2017 - 01.2019
Job overview
- Providing technical Support over Phone, Email, Chat and on ticketing tool Service now in English as well as German.
- Conducting German language training.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
Eclerx Finance Services Ltd
Application Support Analyst
08.2015 - 01.2017
Job overview
- Collaborated with other application support analysts to maintain the safety of data within applications
- Worked independently to resolve complex issues
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
Vodafone
System Engineer
03.2014 - 07.2015
Job overview
- Actively handle first time support calls, analysis and investigate problems, implement fixes, escalate support calls to tier2 and tier3 when necessary.
- Taking ownership of the problems and tracking to a successful conclusion
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Avaya Telekom
Customer Service Representative
05.2011 - 02.2014
Job overview
- Raising invoices through German SAP atlas system .
- Managing customer accounts and providing excellent finance support to them in German and English languages
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
Education
Pune UniversityPune India
German Language Diploma
2010
University Overview
Udemy
Business Analysis
2023
University Overview
St JohnChristchurch, CAN
First-Aider
2024
University Overview
Pune University
Bachelor of Science
2011
University Overview
Skills
- Ticketing & workflow management
- ITIL & SITM knowledge
- Cyber security
- Network Troubleshooting
- Client Relationship Management
- Technical Support
- Escalation management
- Logical thinking & Problem solving
- Excellent communicator
- Start-End ownership
Languages
English
German
Passions
Passions
- Fitness
- Dance
- Content creation
- Cooking
- Keeping myself updated
Locations
Locations
ChristchurchPersonal Information
Personal Information
Title: Service Desk AnalystTimeline
Service Desk Analyst
Spark
04.2023 - Current
Immigration Officer
Mbie
01.2022 - 04.2023
Customer Service Representative at work & income
Ministry of social development
02.2021 - 01.2022
Quality Assurance Assistant
Original Foods
08.2019 - 04.2020
Technical Support analyst L1/Tier 1
Wipro
02.2017 - 01.2019
Application Support Analyst
Eclerx Finance Services Ltd
08.2015 - 01.2017
System Engineer
Vodafone
03.2014 - 07.2015
Customer Service Representative
Avaya Telekom
05.2011 - 02.2014
Pune University
German Language Diploma
Udemy
Business Analysis
St John
First-Aider
Pune University
Bachelor of Science
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