Nisha Rai
9A Wollong Place, Nollamara
Summary
Professional support analyst with a strong background in IT support and troubleshooting. Consistently ensures seamless operations through effective problem-solving and communication. Highly adaptable team player focused on delivering impactful results and fostering collaboration. Proficient in diagnosing technical issues, managing support tickets, and providing user training. Reliable and flexible in responding to evolving challenges.
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing a full-time role as an IS&T support analyst that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. I have received multiple recognitions from Directors, managers and other users for Service Spirit, team spirit, spirit of progress and enhancing operational excellence.
Deal with both on-site and site issues with network, Wi-Fi, hardware to software, and travel to sites if necessary. Collaborate with teams and other departments to deliver the services to the clients and end users. Assist other IT teams with demobilization and mobilisation and handle multiple projects simultaneously.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IS&T Support Analyst
Sodexo Perth Support Centre
05.2021 - Current
- Streamlined support processes for increased efficiency and faster issue resolution.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Facilitated smooth transition during hardware upgrades, minimizing disruptions to business operations.
- Developed comprehensive documentation, improving knowledge transfer among team members.
- Administered user accounts effectively, providing appropriate access levels based on organizational roles.
- Managed inventory of IT assets, ensuring timely procurement of hardware replacements when needed.
- Trained end-users on new software applications, enhancing productivity and overall user experience.
- Collaborated with cross-functional teams to implement system upgrades and enhancements seamlessly.
- Implemented effective security measures to safeguard sensitive data and prevent unauthorized access.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up workstations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware before deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures to support action consistency.
- Created user accounts and managed access control.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket-tracking platforms.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via Teams and LogMeIn.
- Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
- Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Configured and distributed devices used daily by employees.
- Utilized a ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Delivered advanced technical support for IS&T, ensuring minimal downtime.
- Contributed to the successful completion of major IT projects within stipulated deadlines by efficiently collaborating with team members.
- Assisted clients remotely, reducing on-site visits and increasing efficiency in issue resolution.
- Supported end-users in troubleshooting hardware and software problems effectively.
- Provided after-hours support when necessary, demonstrating a commitment to excellent customer service and responsiveness in critical situations.
- Coordinated with vendors for warranty support, ensuring minimal impact on business operations during repairs or replacements.
- Improved customer satisfaction by promptly addressing and resolving IT issues.
- Managed hardware inventory, ensuring timely replacements and minimizing equipment downtime.
- Documented standard operating procedures for consistent technical support delivery across the organization.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.Resolved issues and escalated problems with knowledgeable support and quality service.
- Implemented firewalls, two-factor authentication and antivirus software to maintain network integrity.
- Office 365 administrative duties and responsibilities
- Perform troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony.
- Perform assessments and provide recommendations to the clients regarding clients' operational and networking systems.
- Assisting and supporting clients in accessing network resources and computer systems, which includes software, emails, Storage, and printers
- Network and systems audit: timely inspecting and assessing network and systems hardware equipment for necessary repairs and replacement.
IT Officer
Kalachakra Consultancy
10.2014 - 09.2017
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Closely collaborated with project members to identify and quickly address problems.
- Supported phone, photocopier, fax machine, and other physical equipment.
- Oversaw daily performance of computer systems and immediately responded to issues to keep the network up and running.
- Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Documented transactions and support interactions in the system for future reference and addition to the knowledge base.
- Configured hardware, devices, and software to set up workstations for employees.
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
Education
Bachelor in Computer Application -
St. Edmund's College,Shillong
Meghalaya, INDIA01.2015
Skills
- Support ticketing systems
- Incident management
- Setting up devices and Application installations
- Remote technical troubleshooting
- System standards documentation and system administration
- Setting up network and network troubleshooting
- User account management
- Microsoft Office Specialist
- SLA compliance
- Technical assistance with hardware and software
- Hardware troubleshooting and software troubleshooting
- Teamwork and collaboration
Certification
- Certificate Course in PC Technician- A+, NIIT- October 2011
- CCNA Exploration: Accessing the WAN, St. Anthony's College, Shillong, December 2012
- CCNA Exploration: LAN Switching and Wireless St. Anthony's College, Shillong, December 2012
- CCNA Exploration: Networking Fundamentals St. Anthony's College, Shillong, December 2012
Timeline
IS&T Support Analyst
Sodexo Perth Support Centre
05.2021 - Current
IT Officer
Kalachakra Consultancy
10.2014 - 09.2017
- Certificate Course in PC Technician- A+, NIIT- October 2011
- CCNA Exploration: Accessing the WAN, St. Anthony's College, Shillong, December 2012
- CCNA Exploration: LAN Switching and Wireless St. Anthony's College, Shillong, December 2012
- CCNA Exploration: Networking Fundamentals St. Anthony's College, Shillong, December 2012
Bachelor in Computer Application -
St. Edmund's College,Shillong
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