Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Mani Grewal

Melbourne

Summary

Accomplished IT Service Desk Analyst with a strong background in technical support, systems administration, and exceptional customer service. Highly skilled in troubleshooting, end-user support, and process enhancement with extensive hands-on experience in ServiceNow, Active Directory, Microsoft Intune, and Office 365. Driven by a passion for operational excellence, consistently delivering superior IT solutions in fast-paced environments while contributing advanced technical skills and strategic process improvements to forward-thinking teams.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Support & Systems Administrator (Contract)

CBUS Property
01.2024 - Current
  • Windows 11 Rollout & System Upgrades: Spearheaded a comprehensive Windows 11 deployment for 80+ users, ensuring a seamless transition and minimal downtime.
  • Security & Vulnerability Management: Monitored and mitigated security vulnerabilities using CrowdStrike; performed regular IT risk assessments to fortify the infrastructure.
  • Onboarding & Asset Management: Executed efficient user onboarding/offboarding processes, including laptop reimaging, hardware replacement, and maintaining detailed asset inventories.
  • Process Automation & Scripting: Developed PowerShell scripts and automated routine tasks to streamline support operations, reducing manual workload and accelerating ticket resolution.
  • Documentation & Collaboration: Created and maintained technical documentation for consistent process application; collaborated with cross-functional teams to align IT initiatives with business objectives.
  • Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
  • Spearheaded inventory control measures to replenish and maintain IT equipment.
  • Enhanced system security with regular patch updates and vulnerability assessments.
  • Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.

IT End User Support Analyst (Level 2) (Contract)

Slater & Gordon
01.2023 - 10.2023
  • High-Volume Support Delivery: Provided tier 2 support for over 800 users in a challenging legal environment, adhering to stringent SLA requirements.
  • Active Directory & System Administration: Managed Active Directory operations including the creation and maintenance of user accounts, ensuring data accuracy and security.
  • Incident & Change Management: Utilized ITIL frameworks to manage escalations and change requests, employing root cause analysis to resolve recurring technical issues.
  • Collaborative Troubleshooting: Worked in a multi-disciplinary environment to troubleshoot Windows and macOS systems, deploy desktop imaging, and resolve 3CX communication issues.
  • Knowledge Transfer & Training: Developed comprehensive incident logs and end-user documentation while conducting refresher sessions to empower users and reduce future escalations.
  • Improved overall system performance by proactively identifying potential issues and implementing preventative measures.
  • Provided remote assistance to off-site employees experiencing technical difficulties while maintaining high levels of data security protocols at all times.
  • Maintained detailed documentation of support interactions for future reference and analysis, enabling continuous improvement efforts.
  • Led regular meetings with department heads to review outstanding IT concerns, devising targeted action plans for resolution in a timely manner.
  • Partnered with HR to develop company-wide training programs focused on increasing employee proficiency in using key software applications.

IT Support Officer (Contract)

Federal Court of Australia
11.2021 - 12.2022
  • Enterprise-Wide IT Initiatives: Orchestrated organization-wide telecommunications and IT projects, ensuring seamless integration across various departments.
  • Systems & Platform Management: Supported mission-critical systems including Office 365, Citrix, Cisco CUCM, and SharePoint; managed system upgrades and security patches efficiently.
  • Strategic Process Enhancement: Streamlined support procedures and improved service delivery protocols, incorporating proactive risk management and continuous process improvement.
  • Cross-Functional Coordination: Collaborated with legal, administrative, and technical teams to ensure end-user satisfaction and smooth execution of IT initiatives.
  • Documentation & Compliance: Ensured detailed record-keeping for all IT projects, contributing to maintained compliance and audit readiness.
  • Coached employees through day-to-day work and complex problems.
  • Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
  • Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.

IT Service Desk Analyst (Contract)

Hansen Technologies
11.2018 - 11.2021
  • MSP Environment Support: Delivered first-line IT support to over 2,000 users within a managed service provider context, demonstrating rapid issue diagnosis and resolution.
  • Desktop, Application & Network Support: Provided comprehensive troubleshooting across diverse platforms, optimizing productivity through effective issue resolution.
  • Remote Administration & Knowledge Base Management: Utilised remote administration tools to resolve incidents remotely and contributed to an evolving knowledge base for continual support efficiency.
  • Incident Escalation & Vendor Liaison: Managed incident escalations and collaborated with vendors for specialized technical support, ensuring issues were resolved within agreed timelines.
  • Process Optimization: Assisted in refining support workflows, enhancing communication protocols, and implementing ITIL best practices across multiple service channels.
  • Additional roles (ABS, Mercedes, ATO, Lumo) available upon request to maintain a concise few-page resume summary.

Education

Master of Information Systems -

University of Ballarat
01.2012

Skills

  • IT Support & Troubleshooting (L1 & L2)
  • Windows 10/11, macOS & iOS Environments
  • Active Directory & Azure AD Management
  • ServiceNow & Ivanti Platforms
  • Microsoft Intune & Endpoint Manager
  • Networking & Security Administration (CrowdStrike, VPNs)
  • Software Deployment & Imaging
  • Asset Management & Inventory Control
  • Process Improvement & ITIL Best Practices
  • Advanced Project Coordination & Documentation
  • Exceptional Communication & Customer Service
  • ServiceNow
  • Ivanti
  • AWS
  • SolarWinds
  • Microsoft Office Suite
  • Active Directory
  • Microsoft Intune
  • Azure
  • CrowdStrike
  • Citrix
  • Exchange Admin Center
  • Hardware troubleshooting

Certification

  • AZ-900: Microsoft Azure Fundamentals
  • Scrum Master & Agile Methodologies Training
  • ACS Professional Year Program (ICT)
  • Certifications in Office 365, ServiceNow, and CrowdStrike (Self-guided)

Timeline

IT Support & Systems Administrator (Contract)

CBUS Property
01.2024 - Current

IT End User Support Analyst (Level 2) (Contract)

Slater & Gordon
01.2023 - 10.2023

IT Support Officer (Contract)

Federal Court of Australia
11.2021 - 12.2022

IT Service Desk Analyst (Contract)

Hansen Technologies
11.2018 - 11.2021

Master of Information Systems -

University of Ballarat

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Mani Grewal