Hirenkumar Bhagvanbhai Desai
Sydney,Australia
Summary
IT professional with extensive experience in network monitoring and incident management at Linfox Armaguard. Achieved 99.8% service availability while implementing robust cybersecurity measures. Expertise in IT support and customer service, with a strong background in troubleshooting and problem resolution. Highly adaptable to new technologies, demonstrating effective communication and multitasking skills in team-oriented environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
ATM Monitoring Officer
Linfox Armaguard Pty Ltd
Sydney, Australia
02.2025 - Current
- Monitor and maintain the ATM network infrastructure, achieving 99.8% service availability through proactive issue identification and escalation.
- Diagnose and resolve network and transaction faults using remote diagnostic tools, reducing average incident resolution time by 20%.
- Coordinate with on-site technicians and vendors to ensure prompt maintenance and repairs across multiple ATM locations.
- Maintain and enhance network configuration accuracy, improving data integrity and performance tracking metrics.
- Provide real-time help desk and incident management support, ensuring 100% SLA compliance for critical escalations.
- Develop performance insights and trend analysis reports to identify and address recurring network anomalies, improving preventive measures.
- Support continuous improvement in monitoring systems and procedures to enhance team efficiency and service reliability.
IT Support Analyst
Tech Domain
Sydney, Australia
03.2024 - 02.2025
- Managed and resolved 30+ weekly support tickets involving hardware, software, and network issues, maintaining an 85% first-call resolution rate.
- Administered and secured 200+ mobile devices via MDM, achieving 99.5% compliance with organizational security policies.
- Designed maintenance schedules reducing downtime by 30% and ensuring 99.9% system uptime for 150+ devices and servers.
- Created and maintained IT documentation and knowledge bases, improving onboarding efficiency by 25%.
- Conducted user training sessions, reducing end-user support incidents by 30% and increasing cybersecurity awareness.
Helpdesk Analyst
Tech Domain
Sydney, Australia
06.2022 - 01.2024
- Implemented a centralized knowledge base, reducing average resolution time by 25% and improving productivity by 15%.
- Streamlined IT workflows through automation, improving SLA adherence to 98% and response times by 35%.
- Standardized deployment for 300+ systems, reducing setup time by 40%.
- Enhanced security protocols, reducing breach incidents by 60% and achieving full compliance with internal standards.
Scrum Master
Zummit Infolabs
India
02.2020 - 01.2021
- Facilitated sprint planning, daily stand-ups, and retrospectives—improving team delivery by 25% via JIRA.
- Coached multiple Agile teams, boosting project completion speed by 40% and encouraging collaborative efficiency.
- Led Agile transformation efforts that resulted in 50% faster project velocity and increased stakeholder satisfaction.
Customer Service Executive
Airtel Group
India
05.2018 - 05.2019
- Delivered prompt support via phone, email, and chat, increasing customer satisfaction scores by 20%.
- Handled 500+ customers monthly for activations and billing queries with a 95% resolution success rate.
- Gathered and analysed feedback to deliver process improvements, enhancing service quality by 10%.
Education
Master of Information Technology and Systems - Cybersecurity
University of Tasmania
Australia12.2023
Bachelor of Science - Information Technology
Auro University
Gujarat, Gujarat, India05.2021
Skills
- IT Support
- Network Monitoring
- ATM Systems
- Cybersecurity
- Troubleshooting
- Customer Service
- Communication
- Problem Solving
- Time Management
- Wireshark
- Nmap
- Metasploit
- JIRA
- Confluence
- SIEM tools
- MDM Systems
- Agile
- Scrum
- Incident Management
- Preventive Maintenance
Certification
- CompTIA IT Fundamentals (FC0-U61), LinkedIn, 2024
- SQL for Testers, LinkedIn, 2024
- Software Testing Tools, LinkedIn, 2024
- Windows 10 for IT Support Troubleshooting Basics, LinkedIn, 2023
Projects
• Cybersecurity Network Vulnerability Assessment: University of Tasmania, 06/01/23, 07/31/24, increased network visibility by 40% using Nmap, Wireshark, and Metasploit to enhance threat detection, implemented a vulnerability framework identifying 87% of weaknesses, reducing risk by 35% Deployed a real-time SIEM alert system to reduce incident response time by 50%
• IT Support Asset Management System: Tech Domain, 09/01/23, 11/30/23, built an asset management system that improved asset tracking accuracy by 95% and reduced procurement costs by 15%, integrated real-time analytics dashboards, cutting equipment downtime by 20%, and standardized data handling processes for 40% improved reporting consistency
• Agile Software Development Tracking System: Metanoia Infotech, 02/01/20, 01/31/21, introduced analytics into Agile tracking, improving sprint planning accuracy by 30%, designed reporting modules that boosted transparency and decision-making by 40%, and deployed real-time notifications, reducing feedback turnaround time by 25%
Timeline
ATM Monitoring Officer
Linfox Armaguard Pty Ltd
02.2025 - Current
IT Support Analyst
Tech Domain
03.2024 - 02.2025
Helpdesk Analyst
Tech Domain
06.2022 - 01.2024
Scrum Master
Zummit Infolabs
02.2020 - 01.2021
Customer Service Executive
Airtel Group
05.2018 - 05.2019
Master of Information Technology and Systems - Cybersecurity
University of Tasmania
Bachelor of Science - Information Technology
Auro University