D Emerald Sujinraj

• Fixing technical issues on zoho products , adding new service, modifying and closing existing service.
• Fulfilled client customization requests for managed systems and software components according to internal business requirement policies.
• Replied to customer queries via email, messaging systems and support ticket platforms.
• Provided support via remote desktop software, diagnosing customer issues over private and public networks.
• Maintained positive working relationship with fellow staff and management.
• Installed and tested operating systems, applications, updates, patches, and service packs.
• Conducted Demo sessions with customer in order to satisfy the needs and requirements before the deadline
• Performed as a Acting TL and supported team in sorting all the queries
• Ticket Handling and knowing in and out of the zoho product and its features
• Performed Manual testing of zoho applications to ensure delivering the quality product to the end customer

Project Name : Telstra

Specialization: Fixing technical issues in Telstra networks, adding new service, modifying and closing existing service.
● Troubleshooting and fixing network lines through chat, voice and email.
● Helping customers in any account related issues including adding a new
connection, modifying the existing connection and disconnecting services.
● Troubleshooting and fixing the network line by checking the quality of the line to
find packet drops.
● Troubleshooting modem to fix synchronization issues between the modem and the
NBN server.
● Monitoring network line to collect data regarding line speed and packet drops to fix
line related issues.
● Assigning onsite technicians to fix physical connection issues inside the customer’s
premises.
● Troubleshooting and fixing mobile service related issues by checking coverage maps.
● Escalating the issue to different teams to get the resolution.
● Supervised the team as an acting Team Lead for a day in the absence of Team Lead.
● Helping customers with logistics and order related issues.