Denil Rai
Corinda,QLD
Summary
Committed IT professional with extensive experience in access management, technical support, and customer service within healthcare-focused IT environments. Skilled in configuring and managing user access to critical systems, including Active Directory administration for healthcare professionals. Demonstrated expertise in setting up accounts and permissions for employees and interns, maintaining security protocols, and optimizing access workflows to enhance organizational efficiency and compliance. Proven track record for a proactive approach to troubleshooting, strong communication abilities, and a commitment to high-quality service delivery.
Overview
3
3
years of professional experience
Work History
Client Provisioning Service Agent
Health Support Services
08.2024 - Current
- Access Management for Healthcare Professionals: Supported a wide range of healthcare staff, including nurses, doctors, and administrative teams, by provisioning and managing access to essential IT resources. Facilitated secure and efficient access to critical medical software, shared mailboxes, network folders, and distribution lists necessary for their day-to-day responsibilities.
- Onboarding and Account Setup: Oversaw account setup and access provisioning for new interns and employees, ensuring they have timely and appropriate access to all required systems and resources. Managed access primarily through Active Directory (AD) security groups to maintain structured and secure access rights.
- Active Directory Administration: Managed Active Directory resources by creating, modifying, and maintaining security groups to support access control needs. Responded to requests for new AD groups, enabling specific access configurations tailored to user roles and departmental requirements.
- Resource Provisioning and Custom Requests: Handled requests for the creation of new shared mailboxes, network folders, and distribution lists to meet team collaboration needs. Collaborated closely with IT and security teams to configure resources in alignment with organization standards and access policies.
- Security and Compliance Adherence: Ensured all provisioning activities adhered to data security and privacy guidelines, particularly in handling sensitive healthcare information. Maintained detailed records of access requests and changes to support audit and compliance requirements.
- Problem Solving and Service Optimization: Proactively resolved access-related issues by troubleshooting permissions, identifying solutions, and streamlining the provisioning process. Actively contributed to improving processes and best practices for user access management, reducing wait times and enhancing service reliability.
ICT Service Agent
Health Support Services
12.2021 - 08.2024
- First-Level Technical Support: Delivered prompt and effective technical assistance to end-users, addressing a range of issues related to hardware, software, network connectivity and access related problems. Resolved issues through multiple channels, including phone, email, and chat, ensuring minimal downtime for users.
- Ticketing and Documentation: Maintained detailed and organized records of customer interactions, issues, and resolutions in the HPSM ticketing system. Tracked ongoing cases to ensure timely follow-ups and efficient issue resolution.
- Software and Hardware Support: Provided expert guidance on software installation, configuration, and troubleshooting. Diagnosed hardware issues and coordinated repair or replacement, ensuring seamless device functionality for users.
- Remote Assistance and Connectivity: Supported remote users through remote desktop tools, assisting with VPN access and troubleshooting connectivity issues to maintain a high level of productivity for remote and field employees.
- User Training and Guidance: Conducted comprehensive user training sessions on software applications, system operations, and best practices. Empowered users to resolve common issues independently, improving user experience and efficiency.
- Process Improvement and Cross-Functional Collaboration: Collaborated with cross-functional teams to identify opportunities for process improvement, enhancing service efficiency and response times. Regularly consulted with team leads to gather performance feedback and implement quality improvements.
- Customer Service and Communication Skills: Demonstrated strong customer service skills by effectively communicating complex technical information to users of all levels. Exhibited patience and clarity in all interactions to foster positive user experiences.
- Technical Knowledge : Proficient in HPSM ticketing system, remote desktop tools, exchange online and on-prem, active directory. Skilled in managing high-priority tasks in a fast-paced environment, consistently meeting deadlines and maintaining service quality.
- Team Training and Onboarding: Facilitated training for new team members on company policies, procedures, and best practice, providing essential resources and ongoing support to ensure successful integration into the team. Encouraged a collaborative team environment focused on continuous improvement.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
Education
Bachelor of Information Technology - Major in Software Engineering
Edith Cowan University
Perth, WA09-2023
Skills
Timeline
Client Provisioning Service Agent
Health Support Services
08.2024 - Current
ICT Service Agent
Health Support Services
12.2021 - 08.2024
Bachelor of Information Technology - Major in Software Engineering
Edith Cowan University
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