Kanwaljeet Kaur

• Provide advanced technical support for Vodafone Business, Government, and Enterprise customers, ensuring timely resolution of complex ICT, mobility, network, and connectivity issues. • Act as an escalation point for Level 1 support teams, diagnosing and troubleshooting issues across mobile services, fixed networks, WAN/LAN, VoIP, cloud solutions, and business-grade internet. • Manage incidents end-to-end using ITSM tools (e.g., ServiceNow), ensuring accurate logging, prioritisation, SLA compliance, and clear communication with stakeholders. • Work extensively with Microsoft environments (Active Directory, Azure AD, Intune) and Oracle Directory systems, handling identity management, access control, user provisioning, and system integrations. • Manage incidents end-to-end using ITSM tools (e.g., ServiceNow), ensuring accurate logging, prioritisation, and full resolution within a strict 24-hour SLA timeframe for enterprise customers. • Support enterprise mobility solutions, MDM platforms (Intune/Workspace ONE), SIM management, device configuration, and enterprise-grade security features. • Assist medium-to-large business clients with provisioning, service activation, hardware setup, and configuration of Vodafone business products and enterprise solutions. • Ensure all support activities follow Vodafone security requirements, compliance guidelines, and enterprise data protection standards.

• Provided IT support across Microsoft 365, Azure, Active Directory, and Windows systems, including user provisioning and issue resolution. • Led customer service and tech troubleshooting across sales, faults, complaints, and digital platforms (Salesforce, Siebel). • Supported virtualisation environments, PC/server setup, and basic network maintenance. • Applied strong Linux skills for scripting, user support, and testing environments. • Demonstrated a customer-first mindset with clear communication across all user levels. • Managed competing priorities, coached team members, and improved processes using data insights. • Engaged in team discussions, contributed to system enhancements, and supported DB-related tasks (Oracle exposure). • Led a high-performing team providing technical support and customer service across all Telstra retail channels, including sales, fault resolution, complaint handling, and service enquiries.

• Supported users remotely via helpdesk ticketing system, responding to queries across Windows, Office 365, and network connectivity. • Provided remote IT support for Windows, Office 365, and network connectivity via helpdesk ticketing system. • Resolved ERP and application issues; documented solutions to build internal knowledge resources. • Assisted with onboarding, training users, and explaining technical concepts clearly to non-technical staff. • Managed user accounts in Active Directory and Microsoft 365, including access control and password resets. • Utilised Linux for basic scripting, troubleshooting, and supporting testing environments. • Prioritised high ticket volumes effectively while ensuring first-contact resolution and excellent service delivery.

• Assisted customers with mobile plans, devices, and Vodafone services, achieving a 15% increase in sales. • Processed sales transactions, activations, and upgrades while ensuring compliance with company policies. • Provided tailored solutions based on customer needs, enhancing customer satisfaction and contributing to store sales targets. • Handled troubleshooting and technical support queries, ensuring quick resolution and positive customer experiences. • Maintained store presentation, restocked inventory, and participated in promotional campaigns and product launches. • Collaborated with team members to ensure smooth store operations and consistently achieved performance benchmarks.

• Provided administrative and customer service support for Indian immigration and consular services, including visas, passports, OCI applications, and Power of Attorney processing. • Assisted clients with documentation, form submissions, and appointment scheduling, ensuring accuracy and efficiency in handling sensitive personal information. • Maintained organized records and managed inquiries both in-person and via phone/email, delivering timely responses and solutions. • Liaised with clients from diverse cultural backgrounds, particularly within the Indian Australian community, to facilitate a smooth and stress-free service experience. • Demonstrated thorough knowledge of Indian consular procedures while operating independently from official government agencies.