Primus Telecom is an Australian telecommunications provider primarily focusing on fixed, mobile and broadband services. Primus Telecom was the first telecommunications carrier to receive a license when full deregulation and competition was introduced in Australia in 1997 and has its own network facilities across Australia. Key Responsibilities: Provide Level-2 service support to Primus business customers for their technical queries over phone, emails and faxes to attain service improvement. Coordinating with Internal Network Engineers, Primus and Telstra Field engineers to analyse manage and resolve problems related to xDSL, PSTN, ISDN, VOIP, Email, DNS and Webhosting. Create tasks in BMC Remedy and take ownership of tasks, promptly follow up the task and ensure customer is updated accordingly on the proceedings of the incidents. Achievements: Achieved over 95% First Call Resolution with incidents reported. Implemented Auto Hotkey scripts to reduce the fault logging time. Selected for providing On-Job training to new recruits.

* Key Responsibilities: * Handle incoming and outgoing Technical calls from residential customers, Troubleshooting Email, ADSL, Wireless Broadband, PSTN and Logging faults to Telstra Optus and internal Network Engineers, Coordinating with supervisors and other departments to resolve escalated issues. * Achievements: * Coordinated events as a part of Employee Motivational Programme. * Promoted as a Floor walker to help consultants. * Mentoring the newly recruited consultants. * Meet all the Monthly KPI’s and awarded for High Quality Scores.