Abhishek Daal
Albert Park,SA
Summary
An award-winning and highly experienced IT professional with over seven years in Information System Support, specializing in delivering efficient technical support, and ensuring the smooth operation of IT systems and services. Recipient of the DCS Individual Commendation Award 2024, recognized for excellence in service delivery, and commitment to continuous improvement. Proven ability to coordinate service desk operations, manage incident resolution, and provide frontline support, while maintaining high levels of user satisfaction. Skilled in system troubleshooting, ticket management, and implementing effective workflows to enhance service responsiveness. Experienced in working closely with technical teams, end users, and stakeholders to streamline communication and support IT initiatives. Now seeking to bring my strong coordination, problem-solving, and leadership abilities to the role of IT Service Desk Coordinator, where I can contribute to service excellence, optimize support processes, and foster a proactive, responsive IT support environment.
Overview
13
13
years of professional experience
Work History
Information Systems Support Officer, ITSB
Department For Correctional Services
Adelaide, SA
05.2022 - Current
- Manage network servers and technology tools.
- Monitor performance and maintain systems according to requirements.
- Provided technical and administrative support for critical government systems, ensuring alignment with legislative and operational frameworks.
- Prepared detailed reports and correspondence, showcasing a high attention to detail and adherence to government protocols.
- Managing all the licenses and equipment purchases. (Include purchase, renewal, and deployment.)
- Manage all the IT operations at the Minister's Office.
- Training the new employees at levels 1 and 2 in DCS.
- Ensure security through access controls, backups, and firewalls.
- Collaborated with supervisors and vendors to escalate and address technical issues (DPC, JTS, NEC, OCIO Shared Services).
- User account creation, maintenance, and termination. (AD, JIS, and CMS)
- Assisting all levels of users in the organization by answering calls, emails, and walk-ups.
- Provided technical support to users via phone, email, and in person.
- Running and maintaining the Prisoner Education Network (PEN) system.
- Participated in cross-functional projects related to process improvements or automation initiatives.
- Troubleshot hardware and software problems on computers, servers and networks.
- Evaluated performance of support staff and provided coaching to improve performance.
- Managed incoming calls from customers within SLA guidelines.
- Analyzed system logs to detect any possible malfunctions or malicious activities on the network.
IT Support Officer
Federation University
Adelaide, SA
02.2022 - 04.2022
- Configured hardware, devices, and software to set up workstations for employees.
- Rolled out software updates and applied server patches to threats from penetrating networks.
- Managed high levels of call flow and responded technical support needs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored systems in operation and input commands to troubleshoot areas.
- Create the user accounts for all the students and teachers.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Worked as multiple relevant initiatives, I was responsible for delivery of new product, services, and assets into the University by leveraging user-centric technologies.
- Work with the business stakeholders, IT product owners and solution delivery team to elicit, analyses, translate, document, and communicate business requirements.
- Performed quality assurance, system integration and user acceptance testing facilitating on time, on-budget and 'go-live' of enterprise implementations.
- Provide over the phone & face to face support to students and staff.
IT Administrator
Jaisalmer Engineers Pty Ltd
Jaipur, India
03.2020 - 03.2022
- Company Overview: Organization has sister-firms serving in Engineering projects, Hospitality and Mining sector.
- Providing technical support and assistance to staff members.
- Worked on day-to-day task like raise tickets and resolution, network configuration with the organization.
- Organizing meetings over zoom calls.
- Networking Sharing such as map drive, Active directory and giving permissions.
- Software Installation and upgradation.
- Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements, and minimizing wasteful spending.
- Designed staffing plans for newly opened locations, organizing hiring and training scenarios to verify availability of competencies at each facility.
- Assessed business requirements to forecast annual budgetary operational costs.
- Developed multi-site IT execution strategies, aligning work orders at three locations to effectively align available resources with historical service data.
- Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
- Supported implementation of warehouse management system software applications to enable centralized management of tasks.
- Played key role in on-going network design, reevaluation, and optimization to keep pace with company growth.
- Introduced new team structures, rosters, and ways of working to increase services capacity at high quality standards as part of customer-led turnaround strategy.
- Organization has sister-firms serving in Engineering projects, Hospitality and Mining sector.
IT Support Specialist
Adelaide Red Pty LTD
Adelaide, SA
01.2020 - 10.2020
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Created help desk tickets, troubleshot, and resolved desktop issues.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Updated software to safeguard against security flaws.
- Managed backup and recovery of data assets to safeguard system availability.
- Answered questions and provided information to customers about new software or hardware.
- Delivered onsite technical support for users.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
IT Technical Support Intern
APT Training College
Adelaide, SA
04.2018 - 12.2018
- Supported computer laboratory users with hardware, software, and connectivity issues across both Windows and Mac platforms.
- Conducted system patching and software updates to field laptops using remote access software.
- Monitored and logged daily server tasks and reports.
- Investigated data issues and offered suggestions for resolution to supervisor.
- Installed application software and upgrades, virus protection, and drivers.
- Replaced defective components and upgraded office equipment per technology plan.
- Analyzed current information and helped develop plans to address needs.
- Determined and resolved printer and networked copier outages.
- Supported team in backup and restoration of Microsoft SQL databases.
- Helped IT team document core systems configurations, relevant passwords, and system access requirements.
- Updated firmware, pushed out files via FTP and troubleshot connectivity issues with remote monitoring equipment.
- Maintained inventory records and documentation for equipment in database.
- Resolved Internet and wireless and wired network access problems.
Software Test Engineer
HCL Technologies
Noida, India
06.2012 - 03.2013
- Assisted in a project for Deutsch Bank and Suzuki project.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Created successful test scripts to manage automated feature testing.
- Optimized test cases to maximize success of manual software testing.
- Conducted regression testing, analyzed results, and submitted observations to development team.
- Used open-source tools to develop automation scripts.
Education
AWARD
DCS INDIVIDUAL COMMENDATION AWARDS 01-2024
Professional Year - Information Technology
Australian Computer Society
08.2018
Master of Science - Master’s in Technology (Software Engineering)
Federation University Adelaide
Adelaide07.2017
Bachelor of Science - Bachelor’s in Information technology
Rajasthan Technical University Jaipur
Jaipur08.2012
Skills
- Strategic planning and decision making
- System administration
- Business processes
- Professional networking
- Work Planning and Prioritization
- Training and mentoring
- Data analysis and management
- Stakeholder collaboration
- Communication skills
- Microsoft SharePoint and OneDrive
- PowerShell scripting
- Batch scripting
- Microsoft Office suite proficiency
- Active Directory management
- System reimaging and recovery
- SCCM expertise
- RDP configuration and troubleshooting
- TCP/IP diagnostics
- Technical issue analysis
- Mailbox maintenance and support
- Software diagnostics and recovery strategies
- Mac and iOS support services
- Desktop support services expertise
- Data analysis and reporting techniques
- Network diagnostic tools usage
- Project management methodologies
- Process improvement strategies implementation
- Remote desktop protocol proficiency
- Microsoft Outlook expertise
- Ticket system management (Cherwell, JIRA)
- Technical support for peripherals and devices
References
- Scott Applegarth, Senior Business Support Officer, Information and Technology Services Branch (ITSB) Department for Correctional Services, (08) 8218 2055 | 0433398147, Scott.Applegarth@sa.gov.au, 400 King William Street, Adelaide, SA, 5000
- Dana Uy, Supervisor ICT Service Desk, Information and Technology Services Branch (ITSB) Department for Correctional Services, 8218 2099 | 0416705400, dana.uy@sa.gov.au
- Stephen Deane, Information Communication & Technology Project Officer, Information & Technology Services Branch (ITSB) Corporate Services Department for Correctional Services, 08 8218 2042 | 0401123583, stephen.deane@sa.gov.au
Awards
DCS INDIVIDUAL COMMENDATION AWARD, 2024
Additional Information - Personal Attributes
- Communication skills
- Ability to make informed decisions and take ownership in providing solutions to customers while working in the public sector
- Time Management and Organizational Skills
- Strong learning ability
- Able to communicate verbally and in writing effectively with various types of people while working as front desk support and administration
- Able to multitask as evidenced in different roles held in the IT and Construction industries.
- Produced weekly reports of group activities, typically including the meeting agenda, minutes, outcomes, and tasks worked on by each member in university project.
- Problem solving and use of initiative
- Excellent interpersonal skills with the ability to communicate at different levels within an organization
- Strong team player with time management and analytical skills.
- Demonstrated a high aptitude for learning new skills and handling technical difficulties in an efficient and prompt manner through utilizing analytical skills and critical thinking.
Timeline
Information Systems Support Officer, ITSB
Department For Correctional Services
05.2022 - Current
IT Support Officer
Federation University
02.2022 - 04.2022
IT Administrator
Jaisalmer Engineers Pty Ltd
03.2020 - 03.2022
IT Support Specialist
Adelaide Red Pty LTD
01.2020 - 10.2020
IT Technical Support Intern
APT Training College
04.2018 - 12.2018
Software Test Engineer
HCL Technologies
06.2012 - 03.2013
AWARD
Professional Year - Information Technology
Australian Computer Society
Master of Science - Master’s in Technology (Software Engineering)
Federation University Adelaide
Bachelor of Science - Bachelor’s in Information technology
Rajasthan Technical University Jaipur
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