Deepak Chander Jaikumar
Canberra,Australia
Summary
Experienced Service Desk Analyst / Associate Support Engineer with expertise in L1/L2 technical incident resolution, service request management, and process improvement. Adept at triaging, ticket escalation workflows, and Service Desk operations. Strong analytical skills in problem identification, workflow optimization, and documentation accuracy. Seeking to leverage my skills in a structured IT Service Management (ITSM) environment.
Overview
13
13
years of professional experience
Work History
Corporate Catering
Administration- IT Support
Canberra, ACT
02.2023 - Current
- Developed training programs for new employees related to corporate group sales techniques.
- Planned and coordinated all event logistics, including seating arrangements, catering, audio and visual equipment, décor, and entertainment.
- Provided technical support for hardware and software issues across various departments.
- Assisted in the implementation of new IT systems and software applications.
- Trained staff on best practices for using technology and troubleshooting methods.
Database Developer Internship
Australian Computer Society
11.2020 - 03.2021
- Development of access control mechanisms at the model level using critical observation and adaptability.
- Managed database access control and provided IT support, showcasing strong customer service and technical support skills.
- Development of information flows in decision trees, emphasizing project management and performance management capabilities.
- Incorporated security, compliance, and reliability in data processes and structures, demonstrating technical skills and critical observation.
- Created database using MySQL Workbench within a Windows environment, highlighting technical skills in database management, service desk operations, and IT support.
Information Technology/Support Technician
Clifton's Venues
Melbourne
05.2019 - 07.2019
- Set up venue/room for the following day's events, ensuring 100% readiness by event start time.
- Worked on different network protocols, including TCP/IP and VPN setup, and performed OS imaging using Symantec Ghost Solution Suite.
- Handled and managed the peripheral devices required for meetings, contributing to improved client satisfaction.
- Installed and managed applications on laptops/workstations as per client needs, achieving a 30% reduction in downtime.
- Installed basic software along with public address systems and multi-screen projectors.
- Set up VoIP and video conferencing over internet setup.
- Melbourne
IT Operations Associate
Accenture
12.2015 - 01.2017
- Provided Level 1/2 technical support for enterprise IT services, ensuring prompt incident resolution and high standards in customer service management.
- Used ServiceNow and ITSM BMC Remedy to log, track, and escalate IT issues while maintaining SLA compliance and enhancing internal controls.
- Troubleshot Microsoft 365 and Unix issues, including Outlook Exchange configurations and Windows system errors, showcasing strong technical support and troubleshooting capabilities.
- Assisted in problem analysis and escalation workflows, ensuring high service desk efficiency and effective project management.
- Contributed to process documentation and knowledge base updates to improve incident resolution times, demonstrating adaptability, critical observation, and performance management.
- Collaborated with stakeholders to define project requirements and scope, showcasing effective communication skills.
- Resolved customer issues via phone, email, and chat, emphasizing customer service skills.
Technical Lead
Infinite Computer Solutions
12.2014 - 12.2015
- Managed a team of developers to ensure project deadlines were met, demonstrating strong leadership and project management skills.
- Provided technical guidance and support to team members, enhancing technical support capabilities.
- Reviewed code and provided feedback to ensure high quality standards were maintained, contributing to performance management.
- Identified and resolved technical issues to keep projects on track, applying critical observation.
- Coordinated escalations to L2/L3 teams, ensuring seamless resolution of complex issues, thereby improving customer service.
- Assisted in refining service desk documentation, ensuring up-to-date troubleshooting guides for enhanced technical support.
- Supported Windows operating systems, networking configurations, and IT service deployments, utilizing deep knowledge of technical skill platforms, network protocols, and mobile device management.
Technical Support Engineer
Infinite Computer Solutions
12.2013 - 12.2014
- Delivered Level 1 IT support for Windows environments, software applications, and network troubleshooting using technical support skills.
- Performed troubleshooting and diagnosis of software and hardware problems using a variety of troubleshooting techniques.
- Installed and configured software, hardware, and networking equipment, including database management.
- Documented and tracked customer issues and resolutions in a ticketing system, applying advanced troubleshooting techniques.
- Provided training and support to customers on product usage and best practices to enhance customer satisfaction.
- Provided support for hardware peripherals, printer setups, and VoIP configurations, ensuring quality customer support.
Education
Advanced Diploma - Human Resource Management
Canberra Business And Technology College
CanberraDiploma - Human Resource Management
Canberra Business And Technology College
CanberraBSB40215 Certificate IV - Business
Navitas Professional
Master - Information Systems
University of Southern Queensland
Bachelor - Computer Science And Engineering
Kgisl Institute of Technology
Skills
- Service Now
- Mobile Device Management
- ITSM BMC Remedy
- Network Protocols and VPN
- Office 365
- Microsoft Office
- SharePoint
- Positive work attitude
- Persistence
- Adaptability
- Critical Observation
- Leadership
- Customer Service
- Performance Management
- Troubleshoot and Installation
- Project Management
- Human Resources
- Technical Support
- Service Desk Ticketing System
- Windows OS
- Identity Access Management
- SCCM
Languages
- English, Advanced
- Tamil, Native/Fluent
Additional Information
- Valid Work Visa with Full Time Work rights .
- Visa Sub Class 482 ( Subsequent Entrant ) Valid till 07 Nov 2027.
Timeline
Corporate Catering
Administration- IT Support
02.2023 - Current
Database Developer Internship
Australian Computer Society
11.2020 - 03.2021
Information Technology/Support Technician
Clifton's Venues
05.2019 - 07.2019
IT Operations Associate
Accenture
12.2015 - 01.2017
Technical Lead
Infinite Computer Solutions
12.2014 - 12.2015
Technical Support Engineer
Infinite Computer Solutions
12.2013 - 12.2014
Advanced Diploma - Human Resource Management
Canberra Business And Technology College
Diploma - Human Resource Management
Canberra Business And Technology College
BSB40215 Certificate IV - Business
Navitas Professional
Master - Information Systems
University of Southern Queensland
Bachelor - Computer Science And Engineering
Kgisl Institute of Technology