Summary
Overview
Work History
Education
Skills
Timeline
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Haritha Balerao

Homebush West,NSW

Summary

Detail-oriented Service Desk expert with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

5
5
years of professional experience

Work History

IT Support Engineer

L.J.Parthenos & Son PTY LTD
05.2020 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured hardware and granted system permissions to new employees.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted with updating technical support best practices for use by team.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Created user accounts and assigned permissions.

IT Service Desk Analyst

API
04.2019 - 05.2020
  • First point of contact to take calls and create ticket in ticketing system tool.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Generated reports to track performance and analyze trends.
  • Developed and implemented preventive maintenance procedures.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented support interactions for future reference.
  • Assisted with updating technical support best practices for use by team.
  • Used Remote desktop tools to perform action and resolve issues with other users.

Education

MBA - Human Resources Development

St.Martin's Adminstration
Hyderabad, India
09.2015

Bachelor of Science - Computer Science And Programming

Siva Sivani Degree College
Hyderabad, India
06.2013

Skills

  • Cisco routers and switches
  • Switching, Routing, Firewalls, Remote access
  • Monitors and reports system security and performances
  • Proficient in using windows 7/8/81/10, chrome OS, Mac OS
  • TCP/IP, RIP, BGP, OSPF, VPN, DNS, DHCP, LAN and WAN
  • Word, Power Point, Excel, Outlook
  • Thorough knowledge in Windows, MAC OS, Active Directory, Group policies
  • SLA fulfilment
  • Customer Service Report
  • Active directory and Azure Active directory
  • Provides the daily and weekly metric reports that identifies, and tracks trouble calls and call resolution








Timeline

IT Support Engineer

L.J.Parthenos & Son PTY LTD
05.2020 - Current

IT Service Desk Analyst

API
04.2019 - 05.2020

MBA - Human Resources Development

St.Martin's Adminstration

Bachelor of Science - Computer Science And Programming

Siva Sivani Degree College

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Haritha Balerao