Gourav Sain
Perth,Australia
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and deliver effective solutions. Demonstrated ability to collaborate within teams, adapt to changing requirements, and consistently achieve desired outcomes. Expertise includes troubleshooting, system administration, and customer service, paired with reliable and flexible approach to evolving challenges.
Overview
3
3
years of professional experience
Work History
Senior Service Desk Technician
Department of Justice
02.2025 - Current
- Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Maintain an accurate IT asset inventory, ensuring proper tracking of assignments and lifecycle status.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Installed and configured operating systems and applications.
Service Desk Officer
Department of Justice
08.2024 - 02.2025
- Improved service desk efficiency by streamlining ticket handling and prioritization processes.
- Resolved issues related O365, Azure, Exchanged Admin, Active Directory, SSCM.
- Boosted end-user productivity through effective remote assistance using various tools such as Remote Desktop, and VPN connections.
- Actively progressing and coordinating the incidents with the second level support in IT Operations
Service Desk Officer
Roy Hill
02.2024 - 05.2024
- Set up and manage IT assets for new starters, ensuring smooth onboarding and offboarding.
- Maintain and troubleshoot laptops, PCs, mobile devices, and peripheral equipment.
- Support cloud-based infrastructure, including Azure AD, Microsoft 365, and other enterprise solutions.
- Attend project sites as necessary to maintain IT equipment and provide end-user support.
Customer Service Representative
Synergy
01.2023 - 01.2024
- Answered inbound calls and evaluating customer needs to ensure accurate and positive results
- Build rapport with customers and provide excellent customer service
- Provided attention to detail in capturing customer information accurately in SAP CRM
- Escalated meter reading issues to Western Power
- Handled customers’ complaints and confusion related to their bills
- Provides users access through active directory and office exchange 365
- Keeping records of assets
Console Operator (Casual)
BP Fuel Station
03.2022 - 12.2023
- Serving the Customer
- Making Barista Coffee
- Stock count and refilling the stock
- Removing and keeping the record of expired products
- Looking after the forecourt area like changing the price of fuel
- Follow regular safety checks for staff and customers safety
Education
Bachelor of Information Technology - Software
Southern Cross University
Perth, AU11.2022
Diploma of IT - Networking
TAFE Joondalup
Perth, AU02.2019
Skills
- Ticketing System Management
- Applications & Printer Troubleshooting
- Microsoft 365 Administration
- Active Directory Management
- Domain-Specific Device Imaging
- Analytical Report Writing
- Professional Presentation Skills
- Results-Driven
- Proficient in Core Networking Protocols: DNS, DHCP, TCP, and IP
- Windows Server Virtualization
- ITIL Framework Proficiency
- Website Development
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Senior Service Desk Technician
Department of Justice
02.2025 - Current
Service Desk Officer
Department of Justice
08.2024 - 02.2025
Service Desk Officer
Roy Hill
02.2024 - 05.2024
Customer Service Representative
Synergy
01.2023 - 01.2024
Console Operator (Casual)
BP Fuel Station
03.2022 - 12.2023
Diploma of IT - Networking
TAFE Joondalup
Bachelor of Information Technology - Software
Southern Cross University
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