Helly Patel
Adelaide,South Australia
Summary
Personal Attributes Willing to learn, as consider myself to be an enthusiastic person who is always keen to learn new systems or any technical terms. Believe there are no boundaries to discovering a new skill. Time management is planning and organizing one's operations to improve performance, boost performance, and improve productivity. Work collaboratively, as per current roles, it's necessary to collaborate with others to accomplish performance objectives.
Overview
8
8
years of professional experience
Work History
ICT Service Desk
Shared Services SA
Adelaide
03.2023 - Current
- Respond to and Resolve Service Desk support tickets as in defined SLA
- Set priorities and deliver precise Technology Support by using Ticking tool Service Now for clients who need ICT help
- Providing technical resolution level 1 IT administration and troubleshooting across wide range of ICT platforms including Microsoft Windows, and Office 365
- Providing quality customer service to Shared Services SA clients
- Using ITIL principles to manage incidents within SLAs
- Updating training, support, and knowledge documents
- Using financial management applications to plan and manage allocated tasks in timely, efficient manner
- Maintaining and managing systems, such as Windows Server support, Microsoft Office, basic printing, Internet, email, and PCs running
- Account monitoring for users
- User account creation, Modification, and termination in accordance with IT Requisition procedure
- Responding to client queries via phone, email, and chat as first point of contact
- Opening, updating, and closing client tickets within SLAs
- Tasks related to Service Desk support must be finished or escalated within time limits of senior queue.
Cyber Security Officer [Intern]
Keolis Downer Pty ltd
Adelaide, SA
01.2023 - 03.2023
- Manage and use tools for patching security vulnerabilities
- Conduct security audits of IT systems and provide IT management team [Nessus Agent] with regular, concise reports and security advice
- Working on SOE [Standard Operating Environment] which provisioning and deployment to patching in operational tasks
- Providing professional guidance or solution and troubleshooting issues for clients to assist in resolving various technical issues in compliance with Service Level Agreements
- Working with information management systems on SharePoint
- Utilizing ITIL concepts for incident management within SLAs
- Scan vulnerabilities every day and solve incidents by using JIRA ticketing system.
Telstra Inbound Sales Representative
Telstra
Adelaide
08.2022 - 02.2023
- Acting as link between internal teams and clients to solve multiple technical issues and provide first-rate customer service
- Ensuring excellent technical assistance and customer service for both internal and external customers
- Diagnosed and fixed hardware and software Application issues
- Performed proactive product changes to research and implementation into daily support processes
- Maintained knowledge-based documentation focused on customers and self-based training
- To resolve problems as efficiently as possible, escalate issues, and consult specialists as required
- Monitored system, network, and application performance to ensure optimal network
- Performance and recommending improvements and implementing changes as required
- Ensure accurate ticket recording and prompt closure of incidents and request tickets
- Adopt ITIL framework and best practices for service management
- Updated daily performance reports and created, processed assigned, and tracked IT requests in ticketing software (Salesforce)
- Upheld SLAs and provided initial point of contact for all users while maintaining a high level of customer service for all forms of support
- Engaged customers to build rapport and discover their requirements for lifestyle
- Investigated and altered data as necessary to help resolve issues and troubleshoot
- Utilized industry-leading ticket-tracking software Salesforce to handle all client inquiries
- As work is done, update Siebel [CRM] [Call Management System] in real-time and record time
- Record new techniques and ongoing training acquire information from internal sources and update existing policies and documents
- Maintained management's knowledge by adhering to escalation protocols and communicating clearly with other departments.
IT Service Desktop Support
IT Teks
Melbourne
07.2021 - 12.2021
- Collected requirements for products and executed process workshops
- Identified tech issues by troubleshooting and further escalating to tech support within defined SLA
- Interacted with different teams to resolve and monitor ticket performance if required
- Created new account and reset password in AD and gave access to user as required
- Worked with software developers and third-party vendors to maintain and fix product faults for client systems
- Ensure maintenance of first response time as per defined SLA
- Develop and enforce collaborative working relationships with customers
- Organized mailboxes and ticket items, attend to requests, investigate, and resolve problems by using project management tool.
Customer support team member
Coles Group
Melbourne
02.2019 - 12.2021
- Ensure customers are satisfied with products or services they've received
- Warmed welcomes customers and provides courteous service
- To keep track of customer records and orders, use sales computer technology
- Collecting and analyzing customer information to determine possible items or services to recommend to management
- Developed long-lasting trustworthy relations by properly communicating and actively
- Maintained communication protocols, rules, and regulations
- Whenever product was faulty, offer solutions.
Business Associate
Tata Consultancy Service TCS
Gandhinagar
02.2015 - 06.2018
- Worked on IFMS software, which regulates entire state financial budget system
- Government department portal IFMS delivers online portals for finance, credit, as well as PF
- Identify problems and try to diagnose solutions
- As Provide important appropriate actions over phone and face-to-face
- Unresolved issues are escalated to desktop or higher levels of assistance
- Establish and maintain written policies and procedures, procedures, and procedures
- Had one or more clients or customers under monitoring simultaneously
- Track issues as promptly as possible to make financial transactions simple and inform customers of actions taken
- Ensured that customer service performance is tracked and monitored
- Assume accountability for daily duties and report problems regularly
- Ensured that service catalog is updated at end of workday.
Education
Master of Science - Networking and Computer Security
Charles Sturt University
Melbourne, VIC06.2021
Bachelor Engineer - Electronics and communication
Gujarat Technological University
India06.2014
Skills
- Summary
- Platforms: Department of Financial work environment software hands-on, Windows, Microsoft products, IFMS Software, Ticketing System [Salesforce, JIRA, Service Now] Siebel, Tenable Platform
- Basic Technical Troubleshooting
- Application installations
- ITIL Processes
- Customer support needs assessment
- Documentation and resolution of incident Management
- SLA's (Service Level Agreements)
- Certificates and Training
- SIX Sigma (White belt)
- LinkedIn Course
- IT Service Desk: Computer Service Fundamentals
- Windows Server 2022: Install and configure Active Directory
- IT Service Desk: Service Management
- Front Desk
Affiliations
An enthusiastic Master of Information Technology graduate specializing in Networking and Computer Security with five years of experience including ICT Service Desk, Excellent customer support with IT specialty, Cyber Security, and Business Associate. Interested in an opportunity to utilize my skills and experience in the Support Analyst role. Offering customer-focused abilities, great time management, ability to work collaboratively, and proficiency.
Timeline
ICT Service Desk
Shared Services SA
03.2023 - Current
Cyber Security Officer [Intern]
Keolis Downer Pty ltd
01.2023 - 03.2023
Telstra Inbound Sales Representative
Telstra
08.2022 - 02.2023
IT Service Desktop Support
IT Teks
07.2021 - 12.2021
Customer support team member
Coles Group
02.2019 - 12.2021
Business Associate
Tata Consultancy Service TCS
02.2015 - 06.2018
Master of Science - Networking and Computer Security
Charles Sturt University
Bachelor Engineer - Electronics and communication
Gujarat Technological University
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