Gaurav Sharma
Perth,WA
Summary
IT professional with experience in network administration, system support, and help desk roles. Skilled in troubleshooting, cybersecurity, and delivering efficient user support to improve system performance and security. Strong communicator focused on enhancing customer satisfaction and optimizing IT processes.
Overview
6
6
years of professional experience
Work History
IT Helpdesk Support Officer
Department of Health
12.2024 - Current
- Improved IT support efficiency by reducing ticket resolution time by 30% and delivering user training that decreased repeat support requests by 20%.
- Maintained 99.9% uptime for critical healthcare systems and supported cybersecurity initiatives to protect sensitive data.
- Achieved a 95% user satisfaction rating by providing timely solutions and collaborating with teams to tailor IT support and minimize disruptions.
Network Administrator
Occom Networks
09.2023 - 11.2024
- Administered and maintained network infrastructure, including routers, switches, and firewalls.
- Designed and implemented network infrastructure upgrades that increased system performance and reduced downtime by 25%.
- Monitored and maintained network security protocols, successfully preventing unauthorized access and minimizing vulnerabilities.
- Led troubleshooting efforts to resolve complex network issues promptly, ensuring 99.9% network availability for clients.
System Support Officer
1st Group Private Ltd
02.2022 - 07.2023
- Delivered technical support for system and software issues across the organization.
- Provided timely system support and maintenance, reducing downtime by 20% and improving overall user productivity.
- Assisted in deploying and managing software updates and patches, enhancing system security and stability.
- Delivered user training and technical support, resulting in a 30% decrease in recurring help desk tickets.
Customer Support Officer
Services Australia (Centrelink)
08.2019 - 11.2021
- Delivered frontline customer service for government payment and entitlement inquiries.
- Handled sensitive client information with discretion and compliance with privacy regulations.
- Delivered high-quality customer service, resolving inquiries efficiently and achieving a 90% first-contact resolution rate.
- Assisted in streamlining support processes, reducing average call handling time by 15% without compromising service quality.
- Maintained accurate records and managed sensitive client information in compliance with privacy regulations, ensuring data security.
- Worked efficiently in a high-volume, fast-paced call centre environment.
Education
Graduate Diploma - Business Administration And Management
Lonsdale Institute
03-2024
Master of Science - Computer And Information Sciences
Master in Information Technology
Sydney, NSW07-2019
Skills
- Network administration: Cisco routers/switches, firewalls
- IT support: Hardware/software troubleshooting, ticketing systems (eg, ServiceNow, Jira)
- Operating Systems: Windows, Linux basics
- System maintenance: backups, updates, user support
- Customer service: conflict resolution, communication skills
- Technical support
Accomplishments
- Department of Health (IT Help Desk Officer):
Reduced ticket resolution time by 30% through efficient troubleshooting; maintained 99.9% system uptime and achieved 95% user satisfaction through proactive support and training. - Occom Network (Network Administrator):
Upgraded network infrastructure, reducing downtime by 25%; implemented security protocols that prevented unauthorized access and ensured 99.9% network availability. - 1st Group Pty Ltd (System Support Officer):
Delivered timely system maintenance and software deployments, reducing downtime by 20%; improved user efficiency by providing technical training and reducing repeated issues. - Services Australia (Customer Support Officer):
Resolved 90% of customer inquiries on first contact; optimized support processes, cutting average handling time by 15%, while ensuring compliance with data privacy standards.
Timeline
IT Helpdesk Support Officer
Department of Health
12.2024 - Current
Network Administrator
Occom Networks
09.2023 - 11.2024
System Support Officer
1st Group Private Ltd
02.2022 - 07.2023
Customer Support Officer
Services Australia (Centrelink)
08.2019 - 11.2021
Graduate Diploma - Business Administration And Management
Lonsdale Institute
Master of Science - Computer And Information Sciences
Master in Information Technology
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