Gurpreet Kaur
Melbourne,VIC
Summary
Experienced IT Support Officer with over 6 years of hands-on experience providing technical support across government, healthcare, and corporate environments. Proficient in diagnosing and resolving hardware, software, and network issues while ensuring minimal downtime and maximum user satisfaction. Skilled in ITSM tools, Active Directory, Office 365, VPNs, and remote desktop support. Known for delivering high-quality service, meeting SLAs, and communicating effectively with both technical and non-technical users. Committed to continuous improvement, security compliance, and providing proactive support in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Support Professional Specialist
Australian Unity
06.2025 - 07.2025
- Streamlined internal communication channels to ensure timely resolution of customer issues.
- Established strong relationships with clients through proactive outreach, building trust and loyalty in the brand.
- Managed approximately 30 inbound inquiries, maintaining composure under pressure while delivering exceptional service.
- Enhanced client satisfaction by promptly addressing concerns and providing effective solutions.
- Provided comprehensive technical assistance, resulting in increased product usage and customer retention.
- Conducted regular follow-ups with clients to ensure satisfaction and gather valuable feedback for process improvements.
- Contributed to the development of training materials for new Client Support staff, increasing departmental efficiency and consistency in service delivery.
- Assisted with onboarding new clients by guiding them through account setup processes, ensuring smooth transitions into the platform''s usage.
- Reduced average call wait times by implementing effective problem-solving techniques during interactions with clients.
- Delivered personalized client support, leading to higher overall satisfaction rates and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Application Support Specialist
Tesltra Health
08.2022 - 04.2025
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Provided training to end users on new and updated systems and software.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Contributed to the successful implementation of new company-wide applications by assisting with requirements gathering, testing, documentation, training sessions.
- Installed, configured and provided ongoing configuration management for custom applications.
- Logging calls and liaising with various other Telstra Health team members (i.e. Senior Support to resolve issues)
- Advanced knowledge of Clinical and Residential Care systems, Care Keeper, Epicor
- Liaising with Services Australia (Medicare) daily for patient’s status.
- Manage all incidents and requests in our call management system
- Following through on escalated cases, chasing for responses where required
- Communicate case status and progress back to the end user promptly
- Call clients and respond to emails with appropriate and accurate solutions within the agreed service level
- Troubleshooting level 2 Support issues
- Engage in weekly, fortnightly or monthly meetings with clients
- Producing documentation for client instruction.
IT Service Desk Analyst
Darebin City Council
06.2020 - 04.2022
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Established strong working relationships with internal stakeholders, fostering collaboration and improving overall IT service delivery.
- Provided remote and onsite IT support in government and enterprise environments
- Supported Windows 10, Office 365, Exchange, Active Directory, VPN, and AV systems
- Handled user onboarding/offboarding, permissions, and mailbox management
- Delivered after-hours Council Meeting support including AV and YouTube live streaming
- Resolved hardware, software, and mobile email issues for end users
- Managed Cisco CUCM and Zea-com phone systems, including voicemail setup
- Contributed to Cisco VPN and soft phone rollout project during COVID-19
- Improved service desk performance through documentation, training, and process enhancement
- Built strong relationships with stakeholders and demonstrated quick learning of new systems
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
IT Support Specialist
Infrabulid(GFG Alliance)
01.2020 - 06.2020
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Coordinate the resolution of problems and issues with the appropriate vendors and internal staff and experience using an Incident tracking system such as Web helpdesk, Zen Desk etc.
- Windows Client Operating Systems, General software installation and troubleshooting, Internet Explorer and integrated applications, PC Hardware, PC Peripherals, mobile device setup and troubleshooting, Active Directory/Profiles troubleshooting, Exchange, ActiveSync, Antivirus, Encryption, Citrix, CRM, Microsoft Office Software, General Office Productivity software, printer setup and troubleshooting, network and basic telephony (VoIP).
- 2 years' experience using an Incident tracking system such as Web helpdesk, Zen Desk, Jeera etc.
IT Support Consultant
Darebin City Council
07.2019 - 12.2019
- Conducted thorough assessments of existing client networks to identify areas for improvement or expansion opportunities.
- Maintained detailed records of completed projects to provide accurate reporting capabilities for future reference.
- Developed customized IT strategies for clients to align technology solutions with business objectives.
- Evaluated emerging technologies for potential implementation into existing systems, staying ahead of industry trends.
- Collaborated with cross-functional teams to develop and implement IT solutions, increasing overall efficiency.
- Streamlined help desk processes, improving response times and customer satisfaction rates.
- Coordinated efforts with vendors to obtain necessary equipment replacements or repairs at minimal cost while maintaining quality standards.
- Optimized system performance by conducting regular hardware and software maintenance tasks.
Education
Master in Computer Applications - Information And Communication Technology
GNDU
Amritsar01-2014
Bachelor of Science - Information And Communication Technology
BBK DAV College For Women
GNDU01-2011
Skills
- Client relationship building
- Exceptional communication
- Project Management Coordination
- Teamwork and collaboration
- SQL, C, Citrix
- Clinical and Residential software system
- Office 365
- Outlook, Epicor
- Service Desk Excellence
- IT management techniques
- Networking
- Remote troubleshooting
- Application support and Software installation
- ITIL processes
- SLA compliance
- Documentation and reporting
Accomplishments
- Worked as Assistant Project Manager for a 2-month deployment project alongside Technical Specialists, coordinating client availability for software upgrades and email migrations
- Assisted in scheduling, planning, and client communication to ensure smooth transition to new versions
- Supported product walkthroughs, user training sessions, and post-deployment follow-ups to enhance user adoption and satisfaction
Certification
OQP Victoria (Overseas – Qualified Professionals Program), Melbourne Polytechnic, 2018-2019
Currently pursuing Cybersecurity Fundamentals through LinkedIn Learning to strengthen knowledge in network security, threat management, and risk assessment
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Native or Bilingual
Timeline
Client Support Professional Specialist
Australian Unity
06.2025 - 07.2025
Application Support Specialist
Tesltra Health
08.2022 - 04.2025
IT Service Desk Analyst
Darebin City Council
06.2020 - 04.2022
IT Support Specialist
Infrabulid(GFG Alliance)
01.2020 - 06.2020
IT Support Consultant
Darebin City Council
07.2019 - 12.2019
Master in Computer Applications - Information And Communication Technology
GNDU
Bachelor of Science - Information And Communication Technology
BBK DAV College For Women
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