Hadisungma Rai
Melbourne,VIC
Summary
Over 14 years of IT experience with a focus on Desktop Support and End User Computing in the Telecom sector. Proficient in incident management, hardware and software troubleshooting, and user access management. Expertise in IAM environments utilizing IdentityNow, Okta, and CyberArk, delivering effective on-site and remote support to enhance user productivity. Committed to continuous improvement and performance excellence in all support roles.
Overview
14
14
years of professional experience
Work History
System Administrator (Desktop Support)
Wipro Technologies
Melbourne, Victoria
03.2023 - Current
- Provided technical support for hardware and software issues to end-users.
- Installed, configured, and maintained desktop systems and peripherals.
- Diagnosed and resolved network connectivity problems for users.
- Assisted users with software applications, ensuring effective usage.
- Lead Administrator overseeing onsite desktop support, managing incidents, hardware/software troubleshooting, and user access management.
- Organizing onsite/remote IT inductions for new starters and preparing hardware based on their requirements.
- Managing offboarding for departing users, ensuring hardware collection and compliance with company policies.
- Identifying process improvement areas, conducting various studies of time and motion, eliminating wait times between internal teams, and introducing automation procedures, thus reducing costs and the utilization of efforts involved.
- Identify the key areas of improvement in terms of technical and soft skills, and coach the analysts to provide the best service quality.
- Conducting formal training for internal teams and providing continuous feedback, thus ensuring no knowledge gap in the processes.
- Responded quickly to customer inquiries regarding hardware or software problems.
System Administrator
Wipro Technologies
Melbourne, VIC
10.2016 - 02.2023
- Working as Senior tech in Service Request Management.
- Working with Service request to help team in reducing the task queue within the SLA and to build a good relationship with the users.
- Managed user access and identity lifecycle across multiple platforms.
- Collaborated with IT teams to streamline identity management processes.
- Resolved identity-related issues through troubleshooting and user support.
- Assisted in the implementation of privileged access management solutions utilizing products like CyberArk Enterprise Password Vault.
- Implemented role-based access control across various applications.
- Troubleshot program and system malfunctions to restore normal functioning.
- Active participant in closing ticket (Work order/Task), provisioning work order and picking up chats/calls activities to contribute for shifts.
Service Desk Analyst & Major Incident Coordinator
Wipro Technologies
Melbourne, VIC
07.2014 - 10.2016
- Worked as a service desk technician and Major Incident Coordinator to deal with any IT related queries.
- Assisting users in troubleshooting Desktop and Laptop system by using tools like SCCM.
- Assisting users in resetting Windows Password using Active Directory.
- Installing local and network printers as per the user's requirement.
- Troubleshooting of network and connection issues.
- Dealing with Active Directory - Password Reset, Account Enabling, and Moving Computer to the respective Organization Unit and adding them to domain, adding groups to user's profiles.
- Installation and troubleshooting of VPN such as Cisco AnyConnect.
- IPhone/Samsung Device support.
- Also handling requests for Lotus Notes configurations/Outlook configurations and minimal troubleshooting performed for Outlook issues.
- Installing software like MS Office 2010 and 2013, Snag IT, Visual Studio, SQL Management Studio, Google Chrome, Java and other Project specific software etc.
- Providing First Level Resolution to the customer.
- Maintaining the Service Level Agreement.
- Providing periodic major incident metrics reports.
- Neiman Marcus Service Desk
Senior Tech associate
Wipro BPO
11.2011 - 06.2014
- Worked as Senior Tech associate - Voice operations to UK based customers for Telecom and Internet service Provider (Talk Talk - British ISP).
- Handling Managerial escalations as a part of Level 2 Technical Support.
- Experience of working within ISP. Taking calls and providing end to end support to customers.
- Handling critical customer calls including retaining a customer by providing expertise resolution.
- Communication: Ability of listening, writing, and speaking effectively.
- Planning/Organizing: Skilled in making the project, estimate, scheme in detail, deploy the plan and finish it before deadline.
- Flexibility: Able to control multiple assignments and tasks.
- Interpersonal abilities: Important for keeping a good relationship with everyone.
- Problem Solving: Ability to control and deal with unexpected issues efficiently.
- Teamwork: Important to work in groups to get the task completed.
- Talk Talk
Education
Bachelor of Computer Applications -
University of North Bengal
Skills
- Desktop support and troubleshooting
- ServiceNow and ITIL framework
- Active Directory management
- End-user computing (EUC)
- Microsoft Intune and Office 365
- Azure cloud services
- Identity management solutions
- Service request management
- Asset management strategies
- Citrix director administration
Timeline
System Administrator (Desktop Support)
Wipro Technologies
03.2023 - Current
System Administrator
Wipro Technologies
10.2016 - 02.2023
Service Desk Analyst & Major Incident Coordinator
Wipro Technologies
07.2014 - 10.2016
Senior Tech associate
Wipro BPO
11.2011 - 06.2014
Bachelor of Computer Applications -
University of North Bengal