Kirby Dayal
End User Compute Analyst
Craigieburn,Victoria
Summary
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work History
End User Compute Analyst
Citipower and Powercor
Melbourne, VIC
11.2021 - Current
- Perform duties as a subject matter expert including updating knowledge management documents and providing trend analysis
- Intune, Azure and Office 365/Exchange Online management and organization wide support.
- Installing and upgrading hardware and software and providing complete assistance while configuring hardware, software, and peripherals of the end user systems
- Resolved network related issues like local area connection problem, network access, mails, internet, dial-ins, etc
- Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
- Providing general desktop support, imaging/ re-imaging PCs, and laptops
- Assist with system administration tasks (e.g Exchange Mailbox creation and management etc.), team documentation if and where required, and other duties assigned
- Provide timely, detailed, and accurate status information and resolution for all issues/projects assigned.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
- Installed system updates to address vulnerabilities and reduce security issues.
- Cultivated relationships with industry leaders and within company to share tips and information.
- Researched and adopted new technologies to add value to existing offerings.
- Queried databases for information needed for report processing.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Guided acquisition process to capture projected cost and revenue synergies and move combined organization forward.
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Identified and resolved problems through root cause analysis and research.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Optimized core processes to improve business performance and operational agility.
Windows 10 Analyst
Citipower and Powercor
Melbourne
01.2021 - 10.2021
- Plan and Execute project related work
- Engage with Manager to co-ordinate daily workload
- Identify opportunities for optimizing system performance and provide suggestions for development
- Troubleshoot hardware/software problems (printers/desktops /network); provide support to requests remotely by travel to different sites
- Co-ordinate with end users for migration from Win7 to Windows 10
- Maintain information on incidents reported and provide management information as requested
- Provision Software’s for end users via SCCM and involved in deployment activities.
IT Service Desk Analyst
Citipower and Powercor
Melbourne
10.2019 - 12.2020
- Work on and support development/improvement aspects as assigned by management
- Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management
- Identify opportunities for optimizing system performance and provide suggestions for development
- Troubleshoot hardware/software problems (printers/desktops /network); provide support to requests remotely and also at the internal customers workplace
- Maintain working knowledge of the latest company technology to provide support
- Maintain information on incidents reported and provide management information as requested
- Works with Team to achieve performance goals and increase productivity.
TCS
Melbourne
11.2017 - 09.2019
IT Help Desk Analyst
Foxtel
Moonee Ponds
02.2012 - 11.2017
- Provide Support and guidance to Foxtel Staff across various locations Onshore and Offshore in procedural, technical and policy related ICT matters
- Provide the first contact with all Foxtel Staff, Vendors and Contractors for their ICT enquires and support requests
- Ensure all requests are responded to and resolved appropriately in a timely manner, and bulk of incidents and requests are resolved on first contact, within agreed SLAs
- Provide a high level of customer service and liaise with staff at all levels whilst maintaining a high level of professionalism, integrity and confidentiality
- Ensuring correct escalation process is followed for all ICT related issues and escalations of incidents and requests as appropriate
- Ensure user assistance procedures and technical solutions are documented and reviewed in a consistent and systematic way
- Ensure all requests are responded to and resolved within the standards as specified in the agreed SLAs
- Monitoring of Foxtel ICT SLAs of Foxtel is done regularly to achieve correct results
- Provide technical support to Foxtel staff across the organisation, including Offshore sites, for desktops / VMWare, laptops, tablets (including iPads for Kiosk), printers, VOIP phones, mobile devices for senior managers and executives (BES, iPhone & Android)
- Working as a team to ensure the IT Service Desk facility provides a friendly, systematic, timely and correct approach to end user requests.
Level 1 Technical Support Consultant
iPrimus Telecommunications
Melbourne
01.2011 - 01.2012
- Provide Level 1 Advanced Technical Assistance for ADSL2+ and Phone Faults to customers over phone
- Preparation of weekly and monthly performance reports including commentary along with KPI monitoring as a Subject Matter Expert
- Collaborating with Level 2 Phone and ADSL fault teams to ensure escalated customer issues are dealt in a timely and efficient manner
- Constantly meeting the troubleshooting targets as an Agent every month
- Review of troubleshooting documents, editing, and creating new manuals wherever necessary
- Continually trying to improve self to be an active individual for both the team and myself and be a boon for the company
- Training new staff for supporting ADSL and Phone faults
- Dealt with Level 2 faults for ADSL on an Ad-Hoc basis while seconding every now and then with Level 2 support.
Education
Masters of Engineering (Telecommunications) -
University of South Australia
01.2009 - 01.2010
Bachelor of Engineering (Electronics & Communication) - undefined
VTU
01.2002 - 01.2008
Azure Administrator - Microsoft Azure
Microsoft Azure
Microsoft 01.2024 - Current
Skills
Good Understanding & Knowledge of ITILV3 PrinciplesCurrently Pursuing Microsoft Certification MCSA leading to MCSECurrently Learning Windows Power Shell scriptingCurrently working towards cloud certificationCurrently pursuing Cert IV in Cyber SecurityAbility to work as part of a team or autonomouslyFriendly, professional and enthusiastic dispositionStrong attention to detailDecisive, conscientious, reliable and hard-workingResilient, tenacious and able to work under pressureAbility to interact in a credible manner with internal and external stakeholdersExcellent organisational, resource and time management skillsStrong research, analytical and problem-solving skillsAbility to work across functions and various rolesAn excellent understanding of the requirements regarding Occupational Health and SafetyCustomer appreciation from business stakeholders (EAs, PAs and Directors)
Information gathering
Analytical and Critical Thinking
Interpersonal Communication
MS Office
Planning and Coordination
Teamwork and Collaboration
Google Workspace
Citizenship
Australian Citizen
Other
- Ability to work as part of a team or autonomously
- Friendly, professional and enthusiastic disposition
- Strong attention to detail
- Decisive, conscientious, reliable and hard-working
- Resilient, tenacious and able to work under pressure
- Ability to interact in a credible manner with internal and external stakeholders
- Excellent organisational, resource and time management skills
- Strong research, analytical and problem-solving skills
- Ability to work across functions and various roles
- An excellent understanding of the requirements regarding Occupational Health and Safety
- Customer appreciation from business stakeholders (EAs, PAs and Directors)
Cricket, Badminton, Swimming
Avid love of cricket, badminton and swimming.
Love to play above sports as part of recreation self and with family.
Timeline
Azure Administrator - Microsoft Azure
Microsoft Azure
01.2024 - Current
End User Compute Analyst
Citipower and Powercor
11.2021 - Current
Windows 10 Analyst
Citipower and Powercor
01.2021 - 10.2021
IT Service Desk Analyst
Citipower and Powercor
10.2019 - 12.2020
TCS
11.2017 - 09.2019
IT Help Desk Analyst
Foxtel
02.2012 - 11.2017
Level 1 Technical Support Consultant
iPrimus Telecommunications
01.2011 - 01.2012
Masters of Engineering (Telecommunications) -
University of South Australia
01.2009 - 01.2010
Bachelor of Engineering (Electronics & Communication) - undefined
VTU
01.2002 - 01.2008