Summary
Overview
Work History
Education
Skills
Certification
Core Skills And Expertise
Learning And Development
Accomplishments
References
Timeline
Generic

HEMANT ACHARYA

Sydney,Australia

Summary

Experienced professional with a strong background in technology-related roles, IT Service Management, and System Administration. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong interpersonal skills with a talent for effectively addressing concerns. Strong problem-solving abilities, and a proven track record of fostering strong relationships with clients and team members. Results-oriented individual with a passion for continuous learning and innovation.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Service Analyst

HCF Insurance
Sydney
02.2024 - Current
  • Lead incident resolution and problem management, ensuring timely troubleshooting of technical issues.
  • Responded promptly to customer inquiries via phone, email, or other channels.
  • Collaborated with cross-functional teams (Network, Security, and Platform Operations teams) to resolve complex client issues.
  • Developed training materials for onboarding new service analysts and staff.
  • Maintained up-to-date knowledge of industry standards and technologies related to IT services.
  • Manage major incidents, coordinating with teams to resolve system outages quickly.
  • Genesys Admin, Providing/managing access to Genesys
  • Conducted extensive research into solutions for challenging customer inquiries.
  • Performed regular maintenance checks on all computer systems used by the organization.
  • Identified and resolved software, hardware, network, and system performance issues.
  • Utilized ticketing tools such as ServiceNow or JIRA for tracking progress on open tickets.
  • Resolved escalated incidents quickly and efficiently while keeping customers informed throughout the process.

Service Desk Analyst

HCF Insurance
Sydney
01.2022 - 02.2024
  • Delivered technical support for software and hardware issues to HCF Insurance staff.
  • Provided first-level technical assistance to customers encountering IT-related issues.
  • Managed user accounts and access controls in Active Directory, Office 365, and Azure AD.
  • Troubleshot and resolved hardware, software, network, and peripheral device problems efficiently.
  • Routed, tracked, and managed service desk tickets from inception to closure, documenting all issues.
  • Investigated system errors utilizing event viewer logs and various troubleshooting techniques.
  • Created documentation for frequently asked questions and how-to guides for end users.
  • Performed regular health checks on servers and network devices to ensure optimal performance.
  • Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.

Technical Services Engineer

Tango Technology
Sydney
02.2021 - 12.2021
  • Managed Active Directory, Azure AD, Exchange, and Office 365.
  • Deployed SCCM & Intune applications across enterprise environments.
  • Assisted in SD-WAN implementation, conducting network testing & optimization.
  • Used Paessler PRTG to ensure server health and storage performance.
  • Provided technical assistance to over 50+ companies in finance, healthcare, and mining.
  • Facilitated onboarding/offboarding, ensuring license management & access provisioning.

Assistant Department Manager

Woolworths
Woolloomooloo
11.2015 - 04.2020
  • Conducted staff training and performance evaluations, implementing improvement plans.
  • Handled staff training, performance evaluations, and team leadership.
  • Conducted semi-annual evaluations of staff, providing constructive feedback and developing training plans for performance improvement.
  • Managed staff rosters, attended morning briefings, and delegated tasks to maintain efficient operations.

Education

Network and System Admin -

JobSkills Share
Online
07.2025

Master's of Applied Information Technology -

Victoria University
Sydney, NSW
07-2020

Skills

  • IT Support & Troubleshooting
  • Active Directory, Azure AD/Microsoft Entra
  • Office 365 / Exchange onPrem
  • Microsoft Intune / Mobile Device Management
  • Service Desk Optimization
  • Operating Systems
  • Telephony system
  • Networking & Monitoring
  • Incident management
  • Access management
  • Team collaboration
  • Service level agreements
  • Software knowledge
  • ITIL framework
  • Cross-functional team leadership
  • Adaptability
  • Active listening
  • Time management
  • Continuous improvement
  • Task prioritization
  • Effective communication
  • Multitasking and Problem-solving Abilities

Certification

  • Google IT Support Professional Certificate
  • ITIL Foundation Certified
  • The Networking Bootcamp (CompTIA Network+ Online Certification)

Core Skills And Expertise

  • IT Support & Troubleshooting – Diagnosing and resolving hardware, software and network issues.
  • Incident, Problem & Change Management – ITIL-aligned best practices for efficient issue resolution.
  • Infrastructure & System Administration – Managing Active Directory, Office 365, Azure AD, Microsoft Assessment and Planning Toolkit, Excel Viewer.
  • Software Deployment & Patch Management – SCCM, Intune, Windows OS updates.
  • Networking & IT Security – VPN, SD-WAN, IAM, MFA, access management, DNS, DHCP, IP Addressing.
  • Cloud & Virtualization – AWS, VMware, Citrix, Hyper-V.
  • Process Automation & Scripting – PowerShell, Linux scripting.
  • Service Desk Optimization – Enhancing SLA compliance & service delivery performance.

Learning And Development

Network and System Admin, JobSkills Share, Online, 05/01/25, Present, Creating a New Virtual Machine in Hyper-V, Collecting Operating system information using Microsoft Assessment and Planning (MAP) to examine Server Assessment report via Excel Viewer, Using PowerShell command to install Windows Server Backup, Deleting Organizational Unit and AD user object and performing the restore accordingly, Examine Event logs generated by Workstations and Windows Server

Accomplishments

  • Nominated as HCF Heroes multiple time throughout the Tenure
  • Nominated as ServiceNow Champions

References

References available upon request.

Timeline

Senior Service Analyst

HCF Insurance
02.2024 - Current

Service Desk Analyst

HCF Insurance
01.2022 - 02.2024

Technical Services Engineer

Tango Technology
02.2021 - 12.2021

Assistant Department Manager

Woolworths
11.2015 - 04.2020

Network and System Admin -

JobSkills Share

Master's of Applied Information Technology -

Victoria University

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