Niranjan Panneerselvam
Roxburgh Park
Summary
Hardworking and passionate job seeker with strong technical skills eager to secure entry-level Cybersecurity Analyst position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Applications Support Specialist
Suncorp Bank
07.2022 - Current
- Respond to customer inquiries and resolve complaints to establish trust and increase satisfaction.
- Perform triage and utilize ticketing system (Atlassian - Jira) to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Monitored systems in operation and quickly troubleshot errors.
- Researched and identified solutions to technical problems using Splunk.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies related to Application usage.
- Communicated with clients to verify roots and causes of access related issues.
Sales Specialist
AAMI Insurance
05.2021 - 07.2022
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Provided first-rate service to all customers and potential customers.
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Telesales Agent
Optus Pty LTD
06.2013 - 11.2018
- Answered questions about company offerings with knowledgeable responses about products and services.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Built relationships with customers using strong persuasion and active listening skills.
- Recorded and updated customer information in online systems.
- Followed up with customers to solicit further sales.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Overcame objections using friendly, persuasive strategies.
- Educated customers on product and service benefits, explaining features and answering questions.
Customer Service Advocate
Telstra
04.2012 - 06.2013
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Assistant Team Lead
BMS Telecorp
04.2011 - 04.2012
- Mentored and guided employees to foster proper completion of assigned duties.
- Managed team workload to reach targets for specific tasks.
- Worked with customer service to handle escalated customer issues.
- Created staff schedules, approved requested time off and updated reports.
- Supervised up to 30 co-workers.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Service Engineer
Computer Associates
04.2004 - 02.2009
- Analyzed, troubleshot and diagnosed problems and provided prompt solutions for Arcserve Backup storage and Disaster recovery Applications.
- Worked cross-functionally within organization and external partners, integrators and vendors.
- Analyzed and evaluated performance and optimized efficiency.
- Educated prospects on product implementation and usage and answered technical and security questions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
- Participated in client consultations and product capability demonstrations to support sales efforts.
- Escalated and re-produced problem to internal development sources to reach solution.
- Resolved customer complaints in prompt, polite and professional approach.
- Monitored system performance to identify potential issues.
Education
Bachelor of Engineering - Aeronautics
Madras University
Chennai, IndiaMaster of Information Systems - Infromation Technology
Central Queensland University
Melbourne, VIC02.2011
Skills
- Recordkeeping Skills
- Troubleshooting and Diagnostics
- Log Analysis
- IT Ticket Documentation
- Active Listening
- Event Identification and Response
- Windows 2003 Server
- Linux - Ubuntu
- Organizational Skills
- Remote IT Implementation
- SQL
- Python
- Critical Thinking
Accomplishments
- Achieved sales targets consistently by converting prospects to customers with accuracy and efficiency.
- Documented and resolved new application issues which led to higher usability.
- Best Employee in CA, Support Engineer award for 2006 and 2008.
- Promoted to App support specialist after 13 months of employment in the sales team.
- Supervised team of 30 staff members as Assistant Team Leader.
- Achieved positive Net Promoter Score for Telstra through effectively helping with customer complaint resolutions.
Certification
- Cyber Security Professional - 2023
- Cloud and Wireless Security Fundamentals - 2023
- Splunk Security Analytics and Monitoring - 2023
- Prince 2 Project Management - 2021
- Junior SOC Analyst - Ongoing
Projects
- Analyze Network Traffic using TCPDump
- Configured Windows Defender and Firewall on desktops
- Network packet capture using Wireshark
- Chronicle SIEM - creating and modifying new single event rule
Languages
Tamil
Native language
English
Advanced
C1
Timeline
Applications Support Specialist
Suncorp Bank
07.2022 - Current
Sales Specialist
AAMI Insurance
05.2021 - 07.2022
Telesales Agent
Optus Pty LTD
06.2013 - 11.2018
Customer Service Advocate
Telstra
04.2012 - 06.2013
Assistant Team Lead
BMS Telecorp
04.2011 - 04.2012
Service Engineer
Computer Associates
04.2004 - 02.2009
Bachelor of Engineering - Aeronautics
Madras University
Master of Information Systems - Infromation Technology
Central Queensland University
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