Sameer Behlim

Customer Service Executive, TELSTRA Corporation Limited Project (May 2016 - May 2020):

• Assisted customers in smoothly transitioning their ADSL connections to NBN Fibre services.
• Created orders and efficiently coordinated field technicians to ensure timely service activation.
• Proactively followed up with customers to resolve any order-related issues or delays.
• Provided expert guidance to customers in setting up modems/routers and troubleshooting internet connectivity problems.

IT Desk Engineer, Neptune Energy Group Limited and HOLCIM Project (May 2020- Till date):

• Diagnosed and effectively resolved technical issues reported by end-users, ensuring minimal downtime and disruptions.
• Escalated complex problems to higher-level IT support or specialized teams for prompt and efficient resolution.
• Logged and tracked support requests using a ticketing system, diligently documenting all reported issues until resolution.
• Delivered remote support to end-users, accessing their computers to troubleshoot and resolve various IT-related problems.
• Assisted users with the installation and updating of software applications and operating systems.
• Managed user accounts, access permissions, and security settings, as well as handled password resets.
• Addressed hardware-related issues, including new device setup, hardware troubleshooting, and coordinating repairs/replacements.
• Communicated IT-related updates, maintenance schedules, and known issues to keep users informed and productive.
• Implemented Application Insights, a part of Azure Monitor, to monitor application performance and usage on Azure.
• Developed customized dashboards for visualizing and monitoring the health and performance of Azure resources and applications.
• Collaborated with security teams to ensure continuous monitoring of Azure resources for potential security threats and vulnerabilities.
• Responded promptly to critical alerts and incidents, identified root causes, and collaborated with relevant teams to resolve issues effectively.

• Provided top-notch customer service and technical support to Vodafone Australia's customers.
• Assisted customers in resolving technical issues related to mobile handsets and mobile network services.
• Acted as the first point of contact for customers facing problems with their mobile devices or network connectivity.
• Identified and diagnosed customer issues, offering effective and timely solutions to ensure a positive customer experience.
• Filed and managed fault tickets for network-related issues, collaborating with the network team to resolve them promptly.
• Assisted customers with the setup and configuration of Vodafone broadband services and pocket wifi devices.
• Guided customers through the process of setting up new handsets and installing software as per their requirements.
• Demonstrated a deep understanding of Vodafone's products and services, ensuring accurate and reliable assistance to customers.
• Handled customer inquiries, complaints, and feedback with professionalism and empathy, aiming to achieve customer satisfaction.
• Contributed to the improvement of technical support processes by providing feedback and suggestions for enhancing efficiency and service quality.
• Maintained detailed and accurate records of customer interactions, troubleshooting steps, and solutions provided.
• Actively kept up-to-date with the latest technological advancements and Vodafone's service offerings to deliver up-to-date support.

• Troubleshot systems comprised of security alarms and Internet connectivity.
• Investigated system issues and implemented resolutions to reduce downtime.
• Installed system updates to address vulnerabilities and reduce security issues.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Performed troubleshooting to correct computer hardware and software malfunctions.
• Replaced defective components and parts on malfunctioning computers and office machines.
• Updated and replaced outdated drivers and software for computers and office machines.

• Directed onsite training for business users to maximize productivity.
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Provided detailed advice to customers regarding technological workshops