Open to opportunities

shalini sivaprakasam

@shalinisivaprakasam

Message

Trilingual Technical Support Engineer with 4+ years of experience.

India

Message

What I'm looking for

I am looking for a role that fosters growth, values communication, and offers opportunities to enhance technical skills.

I am a trilingual Technical Support Engineer with over 4 years of progressive experience in technical support and IT operations, primarily within telecommunications and enterprise environments. Currently, I achieve 98% SLA compliance while supporting a robust customer base of over 8,000 subscribers in fiber broadband infrastructure. My expertise includes working with Nokia Altiplano provisioning platforms, network troubleshooting, and providing cross-platform support for both Windows and macOS systems.

Throughout my career, I have demonstrated proven technical leadership and strong communication skills, allowing me to simplify complex concepts for diverse audiences. My previous roles have equipped me with comprehensive IT support experience for mid-sized operations, where I managed all aspects of employee IT support and ensured minimal downtime across workstations. I take pride in my ability to identify recurring technical trends and collaborate with product teams to influence product roadmaps based on real-world usage feedback.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Advisor

Current

Community Fibre

Jun 2023 - Present (2 years 1 month)

Delivered Tier 1 and Tier 2 technical support for an FTTP (Fiber-to-the-Premises) ISP, supporting a customer base of over 8,000 subscribers in a high-availability, SLA-bound environment. Diagnosed and resolved broadband connectivity issues, including ONT/Router configuration, PPPoE authentication failures, and WAN link instability.

Altiplano Zendesk SLA Management Customer Support Team Leadership Product Feedback Process Improvement Fibre Broadband Technical Support

Technical Advisor

Sun Group

Jan 2021 - Dec 2022 (1 year 11 months)

Provided day-to-day IT support for a mid-sized FMCG wholesale and retail operation with approximately 50 internal users. Managed all aspects of employee IT support, including desktop/laptop setup, printer/scanner troubleshooting, and software installation.

TeamViewer Active Directory IT Support

Education

Degrees, certifications, and relevant coursework

Northumbria University

Bachelor’s in Business studies with honors, Business Studies

Completed a Bachelor's in Business Studies with honors. Focused on core business principles and practices, developing a strong foundation in business operations.

James Cook University

Bachelor’s in Business intelligence and information systems, Business Intelligence and Information Systems

Studied business intelligence and information systems, with a minor in marketing. Gained knowledge in data analysis, information management, and strategic marketing principles.