Paba Palaveni
IT Support Officer
Tarneit
Summary
Experienced IT Support Officer with over seven years of hands-on experience in delivering technical support and customer service. Proficient in developing advanced troubleshooting techniques, resolving complex issues, and managing conflicts effectively. Known for strong communication skills, professional expertise, and a dedicated work ethic that consistently supports organizational goals and user satisfaction.
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
IT Onsite Support Specialist
WSP Engineering
06.2024 - 03.2025
- Supporting users with requests to install software and other requests.
- Resetting passwords.
- Supporting Windows 10 and Windows 11.
- Unlocking account in AD (Active Directory).
- Providing users with loaner laptops, headset and other peripherals.
- Reimaging the laptops using (PIXE, Auto Pilot and USB).
- Setting up laptops and other peripherals for the New Hire.
- Recording all the tickets and updates in SNOW Service Now.
- Providing replacement laptops for users.
- Liaising with the users to support remotely using (Microsoft teams, TeamViewer and Quick Assist).
- Updating the Asset Registry (CMDB in Service Now).
- Managing the Stockroom for the Melbourne site (headsets, chargers, laptop bags).
- Setting Up Server Racks.
- Patching Network cables.
- Microsoft Intune Management.
- Liaising with dell to get quotation for repair for out of warranty damaged laptops and book a technician when necessary and organize for with warranty ones too.
- Performing user requests to reboot the modelling machines.
IT Support
BSI Group
02.2018 - 03.2024
- Company Overview: (Casual)
- Creating users in Active Directory.
- Setting up Google apps and configuring email.
- Adding users in active directory to groups.
- Backing up users’ data.
- Adding printers.
- Configuring permissions.
- Configuring and Supporting Lotus Notes.
- Setting up and troubleshooting POS Machines at different sites.
- Installing and configuring POS Machines.
- Upgrading Machines at different Sites.
- (Casual)
IT Support Office
Continental Corporation
03.2015 - 12.2017
- Handled technical calls daily and consistently met high service standards.
- Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores.
- Engaged and tracked issues, with responsibility for the timely documentation escalation (if appropriate), resolution and closure of trouble tickets.
- Provided networking/desktop support and performed mainframe and account maintenance tasks.
- Earned commendations for teamwork, flexibility, and work excellence.
- Established technical documentation, product specification policies and procedures increasing enabling consistent response and increased effectiveness and productivity.
IT Support
Best IT Engineering
01.2010 - 01.2015
- Managed the roll out of desktops at Victoria University within timelines and to user satisfaction.
- Supported the transition to new tablet devices resulting in seamless change over and minimal disruption to productivity.
- Key member of Windows upgrade at Qantas supporting users, recognized for responsiveness and technical expertise.
- Handled technical troubleshooting, including system crashes, slow-downs and data recoveries recognized for high level of responsiveness and timely resolution of issues.
- Frontline Support for few data migration projects.
Education
Microsoft Certified IT Professional -
Victoria University
01.2011 - 12.2011
CCNA Exploration - undefined
RMIT
01.2011 - 12.2011
Cisco Certificate in IT Essentials - PC Hardware & Software (A+)
Victoria University
01.2009 - 12.2009
Diploma of Informational Technology - undefined
Victoria University
Skills
- Excellent Communication Skills
- Ability to remain calm and professional under pressure
- Excellent Team work skills
- Excellent Problem-solving skills
- Excellent Technical Skills
Active directory
Windows support
Remote support
Ticket management
Customer service
Technical troubleshooting
User training
Asset management
Professional Development And Qualifications
- 2011, Microsoft Certified IT Professional, Victoria University
- 2011, CCNA Exploration, RMIT
- 2009, Cisco Certificate in IT Essentials PC Hardware & Software (A+), Victoria University
- 2009, Diploma of Informational Technology, Victoria University
Timeline
IT Onsite Support Specialist
WSP Engineering
06.2024 - 03.2025
IT Support
BSI Group
02.2018 - 03.2024
IT Support Office
Continental Corporation
03.2015 - 12.2017
Microsoft Certified IT Professional -
Victoria University
01.2011 - 12.2011
CCNA Exploration - undefined
RMIT
01.2011 - 12.2011
IT Support
Best IT Engineering
01.2010 - 01.2015
Cisco Certificate in IT Essentials - PC Hardware & Software (A+)
Victoria University
01.2009 - 12.2009
Diploma of Informational Technology - undefined
Victoria University
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