Summary
Overview
Work History
Education
Skills
Education And Qualification
Personal And Professional Attributes
References
Timeline
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Chandra Mohan

Melbourne,VIC

Summary

I'm a results-driven professional that is excited to advance in my career and work for a company that can help me expand and solidify my knowledge and skill set. I perform all tasks with integrity, displaying an unrelenting dedication to providing excellent customer service. I have also been helpful in determining the needs of customers and suggesting workable solutions. I always strive to communicate clearly and get along well with others. In addition, my approach to teamwork is professional and cooperative, with the goal of enhancing service delivery.

I have a hands-on approach, an optimistic attitude, and a hardworking demeanor, which together with my motivation to succeed and persistent pursuit of new experiences, enable me to pick things up fast while maintaining a high standard of work. I also have a rigorous and organized approach. I do all tasks on time, and I'm fast to adjust to new situations and work well in teams. I am self-motivated, confident in all I do, and dedicated to every task I take on.

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

6
6
years of professional experience

Work History

IT Support Engineer

Cenitex
10.2023 - Current
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
  • Provided Support in administering deployment of policies to company owned/user owned mobile devices.
  • Managed and administered the configuration of mobile devices for enterprise users via Office 365, Microsoft Intune Standalone and Azure Active Directory environments.
  • Monitored ServiceNow for assigned tickets to the AU specific Infrastructure Queue and worked closely with colleagues at other Government sites in Victoria to resolve the issues and advised clients about the progress accordingly.
  • Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.

IT System Analyst

Wipro Technologies
10.2021 - 10.2023
  • Created and maintained user profile, workflow, dashboard on Salesforce.
  • Maintained the Salesforce platform by monitoring support tickets in Service Now.
  • Performed QA testing after Critical Updates to transition customer data smoothly to
    retain performance and usability of Salesforce.
  • Provided Level 2 technical support to end-users via phone, email, and via remote desktop tools.
  • Diagnosed and resolved hardware and software issues for Windows and macOS users.
  • Collaborated with Level 3 technicians and vendors to escalate and resolve complex issues.
  • Assisted in maintaining and updating hardware and software inventory records.
  • Created and updated documentation in Confluence pages for standard operating procedures and knowledge base articles.

Service Desk Analyst

Banyule City Council
04.2021 - 09.2021
  • Managed online MDM request tool ensuring proper master data creation, data standardization and duplication checks.
  • Managed, configured and provided support for mobile devices(IOS, ANDROID).
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
  • Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
  • Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.

IT Systems Administrator

HCL Australia Services Pty Ltd
08.2019 - 03.2021
  • Improved network efficiency by implementing and managing system updates and patches.
  • Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
  • Enhanced system performance by optimizing server configurations and implementing regular maintenance routines.
  • Created, maintained new user accounts and groups using Azure Active Directory.
  • Installed and configured Mac OS devices and Windows devices using appropriate technical tools with direction to perform day-to-day administration tasks, root-cause analysis and service restoration (such as back up, restore, failover, log interpretation, and performance monitoring).
  • Boosted user productivity with seamless remote access to applications through efficient configuration of Citrix NetScaler Gateway.
  • Optimized resource allocation by effectively managing load balancing within the Citrix environment, ensuring balanced distribution of workloads across available resources.

IT Analyst

Australia Post
10.2017 - 08.2019
  • Managed high-volume ticket queues, prioritizing tasks to minimize disruption and maintain business continuity.
  • Managed Exchange servers including setup and maintenance of E-mail Accounts.
  • Provided support in resolving PC, printer configuration issues and network problems to the users.
  • Created user ID's, roles, group OU's etc. Using Active Directory.
  • Worked with Incident Management team in logging the issues and rolling out the changes in ServiceNow ticketing system.
  • Diagnosed and resolved a range of software, hardware and connectivity issues while delivering technical training on hardware/software to end-users.
  • Performed Printer configuration, Installed Printer's maintenance kits and software updates as needed.

Education

Master of Science - Information And Communication Technology

La Trobe University
Melbourne, VIC

Bachelor of Science -

Jawaharlal Nehru Technological University

Skills

  • Mobile Device Management
  • Configuration Management
  • Application Support
  • Information Security
  • Incident Management
  • Linux Administration
  • Azure Active Directory

Education And Qualification

  • Master of Information and Communication Technology, La Trobe University, Australia
  • Bachelor of Technology, Electronics and Communication Engineering, JNTU University, India

Personal And Professional Attributes

  • High level interpersonal and communication skills, with the ability to liaise effectively with a diverse range of internal and external stakeholders
  • Demonstrably strong personal commitment to professional development and maximising the use of available resources
  • High achiever, working towards goals through effective interactions with colleagues and leadership group
  • Always displays integrity, taking ownership and responsibility of all allocated tasks.
  • Proven capability to meet and exceed client expectations, with a commitment to continuous improvement, planning, processes, and services
  • Well-developed organisational and time management skills, with the ability to remain calm under pressure to achieve objectives
  • Multi-skilled, performance driven, and well suited to challenging and demanding responsibilities
  • Effective team player with the ability to collaborate and assist in operations
  • High attention to detail in writing and conveying pertinent information
  • Ability to perform well autonomously and as part of a team.

References

Details will be provided upon request.

Timeline

IT Support Engineer

Cenitex
10.2023 - Current

IT System Analyst

Wipro Technologies
10.2021 - 10.2023

Service Desk Analyst

Banyule City Council
04.2021 - 09.2021

IT Systems Administrator

HCL Australia Services Pty Ltd
08.2019 - 03.2021

IT Analyst

Australia Post
10.2017 - 08.2019

Master of Science - Information And Communication Technology

La Trobe University

Bachelor of Science -

Jawaharlal Nehru Technological University
Chandra Mohan