Jainesh Shah
Gold Coast,QLD
Summary
Experienced IT professional with a strong background in providing first-line technical support within MSP environments. Skilled in diagnosing and resolving hardware, software, and network issues, managing ticketing systems, and ensuring SLA compliance. Adept at delivering clear technical guidance, enhancing customer satisfaction, and implementing process improvements. Demonstrates strong multitasking, analytical, and communication skills to resolve issues efficiently, optimize workflows, and contribute to organizational growth and operational efficiency.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Probegroup (My Aged Care, Gov of Australia))
Gold Coast, QLD
05.2025 - Current
- Provide first-line technical support to end users via phone, email, and ticketing systems.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues in an MSP environment.
- Ensure timely, quality resolution of service requests to meet SLA targets.
- Deliver excellent customer service, and communicate technical solutions in simple terms.
- Escalated complex incidents to Level 2 support, while ensuring clear documentation.
- Support users with training, documentation, and technical guidance.
- Ensure systems comply with company standards, security, and performance requirements.
Customer Solutions Specialist
Probegroup (My Aged Care, Gov of Australia))
Gold Coast, QLD
10.2023 - Current
- Managed a high volume of inbound calls, maintaining professionalism, and efficiency under pressure.
- Contributed to the overall growth of the company by consistently surpassing sales targets, and delivering exceptional customer experiences throughout each transaction.
- Increased client retention through personalized attention and proactive problem-solving.
- Conducted regular follow-ups with customers, solidifying relationships, and ensuring ongoing satisfaction.
- Monitored and analyzed customer feedback to track patterns in feedback, and reported areas for improvement to management.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Balanced multiple priorities simultaneously while managing complex customer inquiries.
- Implemented time-saving strategies to expedite the resolution of customer concerns.
- Maintained detailed records of customer interactions, assisting in the analysis of trends for continuous improvement efforts.
- Assisted in developing targeted sales strategies based on data-driven analysis of customer behavior patterns.
- Resolved associate, tool, and service delivery issues revealed by statistical reports.
ICT Business Analyst Intern
FR Alarms
Brisbane, QLD
03.2023 - 07.2025
- Designing and implementing software development strategies based on the analysis of the business and technical requirements of the client.
- Using data analysis to identify any problems in the business and create business solutions using contemporary BPM solutions.
- Improving the process system of the business through technology solutions.
- Communicate the business analyst report to stakeholders and other colleagues.
- Assist in the enforcement of project deadlines and schedules.
- Consistently deliver high-quality results.
- Ensure production issues are identified, tracked, reported on, and resolved in a timely manner.
Education
Master of Information Technology - Data Science
Southern Cross University
QLD04-2022
Bachelor of Engineering - Information Technology
Alpha College of Engineering & Technology
Ahmedabad, India08-2018
Skills
- Technical support
- Ticketing systems
- Service level agreements
- Technical issues analysis
- Analytical skills
- LAN/WAN
- Desktop support
- Multitasking and prioritization
- Problem solving
- Effective communication
- Time management
- Attention to detail
Certification
- Blockchain technology in WISECAR product infrastructure, Aug 2020 (Study Gold Coast Readygrad)
- Diploma in multilingual computing programming
Accomplishments
- Customer solution specialists certificate from the Australian government
Affiliations
- Cricket
- News
- Music
- Travelling
Languages
English
Full Professional
Hindi
Native/ Bilingual
Gujarati
Native/ Bilingual
References
- Lisa Bushby(manager)
- Contact: lisamay.bushby@probegroup.com.au
Timeline
Service Desk Analyst
Probegroup (My Aged Care, Gov of Australia))
05.2025 - Current
Customer Solutions Specialist
Probegroup (My Aged Care, Gov of Australia))
10.2023 - Current
ICT Business Analyst Intern
FR Alarms
03.2023 - 07.2025
Master of Information Technology - Data Science
Southern Cross University
Bachelor of Engineering - Information Technology
Alpha College of Engineering & Technology
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