Raman Prasad
Brier,WA
Summary
Dynamic Customer Service Technician with a proven track record at Oolio Australia, excelling in technical support and team leadership. Adept at complex problem-solving and fostering collaboration, I successfully upgraded POS systems and trained staff, enhancing operational efficiency and customer satisfaction. Committed to delivering exceptional service with professionalism and integrity.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work History
Account Admin/Technician
AATMA Assisted Adult Family Home
Lynnwood, WA
07.2025 - Current
- Providing customer support via phone, in person, and email.
- Installed and configured hardware for various computer systems.
- Admitting new patients/clients.
- Schedule annual assessments and appointments for clients.
- Insurance verification.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Configured routers, switches and wireless access points for LANs and WANs.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
Customer Service Technician
Oolio Australia
Melbourne, Victoria
04.2011 - 07.2025
- Providing customers with technical support (hardware & Software) via face to face, phone and remote support
- Supervise and co-ordinate staff for onsite and phone support
- Documented customer interactions in the service management system.
- Occasional training customers with our POS on site
- Upgrading software POS with new version
- Installing new registers (hardware and software)
- Installing EFTpos
- Installing or re-installing Windows OS
- Ghosting Pos terminal
- Networking registers, printers for local and remote printing (receipts or prep dockets)
- Facilitated training sessions for new employees on company policies and procedures.
- Participated in recruitment processes such as interviewing potential candidates.
- Provided guidance to team members in resolving complex issues or complaints.
- Collaborated with other departments to ensure smooth operations of the team.
- Diagnosed and resolved product issues using troubleshooting techniques.
Support Officer/ Installing
Futurenet Pty Ltd - Australia
Melbourne, Victoria
01.2008 - 04.2011
- Onsite support
- Provided technical support to customers via phone, email and in-person.
- Installing POS (Point of Sale) systems, training onsite
- Developed user documentation for customer support processes.
- Networking and pos software upgrade (Linux)
- Installing EFTpos device and communicating with Bank help desk
- Maintained accurate records of customer interactions and service requests.
- Resolved complex and escalated support issues.
C 13 Lvl 1 Operator
Best Bar (Vic) Pty Ltd
Melbourne, Victoria
01.2005 - 01.2008
- Machine operator
- Helping team members
- Overhead crane operator
- Loading and unloading stock
- Following instructions for Rebar assembly
- Supervisor and coaching team members.
Education
Diploma of Information Technology - Software Development ICA50299
AUSBATAR
Australia 02.2001 - 11.2002
Microsoft Certified Professional MCP - Windows XP
Logonline Consulting
Australia01.2007
Skills
- Empathy, calm, professional integrity
- Technical support/Computer skills
- Excellent Communication Skills
- Ability to work unsupervised
- Complex Problem-solving
- Leading team, coaching and mentoring
- Teamwork and collaboration
- Task delegations
- Overseeing daily activities
References
- Theresa Hoyt - Email: tezhoyte@hotmail.com (AATMA Adult Family Home)
- Lloyd Mendoza - lloyd.m@bpoz.com.au (Oolio Australia)
- Ben Wighton - ben.w@bepoz.com.au (Oolio Australia)
- Hem Lata Kumar - hlkumar1355@yahoo.com.au (IGA Retail Australia)
Timeline
Account Admin/Technician
AATMA Assisted Adult Family Home
07.2025 - Current
Customer Service Technician
Oolio Australia
04.2011 - 07.2025
Support Officer/ Installing
Futurenet Pty Ltd - Australia
01.2008 - 04.2011
C 13 Lvl 1 Operator
Best Bar (Vic) Pty Ltd
01.2005 - 01.2008
Diploma of Information Technology - Software Development ICA50299
AUSBATAR
02.2001 - 11.2002
Microsoft Certified Professional MCP - Windows XP
Logonline Consulting