Jacky Chaurasiya
Canberra,ACT
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
3
3
years of professional experience
Work History
Team Lead -Service Desk
Australian National University
Canberra, ACT
07.2024 - Current
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Weekly metrics reporting to management and collection of staff's status reports
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Responds to all communication inputs regarding unplanned service interruptions from customers and internal IT
- Successfully acquired ITIL V4 foundation certification, demonstrating proficiency in applying ITIL principles and processes
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Led a team of 10 individuals in achieving objectives key results of NPS score
Senior IT Service Desk Officer
Australian national university
01.2023 - Current
- Provide a proactive and responsive IT support service to staff and students including the diagnosis and resolution of hardware, software and network related issues
- Provide advanced technical support to end-users, resolving complex issues related to software, hardware and network connectivity
- Liaise with other Divisional and College staff, clients and vendors to resolve problems, plan, and deliver integrated IT support services
- Assist in supervising, mentoring and development of team members engaged in IT service delivery
- Participate in meetings, projects, training, professional development activities
- Write and maintain IT Technical Knowledge base articles and client facing Knowledge base articles.
IT Service Desk Officer
Australian national university
02.2021 - 01.2023
- Documented and tracked all received requests in incident management system
- Collected and updated data to assist with customer issues and concerns
- Assisted with software installations
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions
- Installing and configuring computer software, systems, networks, printers, and scanners
- Monitoring and maintaining computer systems and network.
Education
Bachelor of Business Information Systems -
Australian Institute of Higher Education
Sydney, NSW12.2020
Diploma of Business Administration -
Strathfield College
Surry Hills, NSW12.2018
Skills
- Complaint resolution
- ITIL Framework
- Continuous learning
- Teamwork and Collaboration
- Service Level Agreements
- Leading Team Meetings
- Performance Improvement
- People Management
Affiliations
Australian Computer Society (ACS), 4264457
Accomplishments
- People Cert - ITIL Foundation Certificate in IT Service Management.
- Invitation to peer mentoring program- Received a mentorship program by achieving grade of distinction to assists the peer who are need of additional academic aide.
Timeline
Team Lead -Service Desk
Australian National University
07.2024 - Current
Senior IT Service Desk Officer
Australian national university
01.2023 - Current
IT Service Desk Officer
Australian national university
02.2021 - 01.2023
Bachelor of Business Information Systems -
Australian Institute of Higher Education
Diploma of Business Administration -
Strathfield College
Similar Profiles
Joseph McdermottJoseph Mcdermott
Area Supervisor at Australian National UniversityArea Supervisor at Australian National University
ALICIA ARMSTRONGALICIA ARMSTRONG
Research School of Chemistry Systems Administrator at Australian National UniversityResearch School of Chemistry Systems Administrator at Australian National University
Neha AttreNeha Attre
Communications Coordinator at Australian National UniversityCommunications Coordinator at Australian National University
Riya AmbekarRiya Ambekar
Academic Tutor at Australian National UniversityAcademic Tutor at Australian National University
Brayth HartasBrayth Hartas
SRC at Kingsford Smith SchoolSRC at Kingsford Smith School