Experienced Service Desk Analyst with over 4 years of experience in IT Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Vix Technology
Melbourne
09.2017 - Current
Job duties includes but not limited to:
Provided phone, remote and face-face support for 500+ users
Ivanti Service Manager is help desk software used for Incident management, Service Request and Asset management
Logged and documented every call with detailed ticket of incident or request
Distributed tickets to various teams as well as to next level support so issue could be addressed
Reviewed as well as followed with open tickets to make sure resolution was reached
Administered MS Servers (Active Directory), MS Workstations, and network security devices
Configured new user accounts and profiles and dealt with password issues in active directory
Configured software packages for distribution to remote clients through SCCM
Remote into internal user’s PC's to fix various issues or install software for users
Troubleshooting system and network problems and diagnosing and solving hardware or software faults and replacing parts as required
Configuration, maintenance and troubleshooting of network printers
Support of ITIL standard best practices and contribute to continuous improvement for benefit of organization
Office 365 Products (Microsoft Suite)
Proficiency with Microsoft Excel, Word, PowerPoint, Outlook
Researched and identified error messages with KO's (Knowledge base articles) to find resolution
Demonstrated excellent call quality and customer service
Preparing reports for clients on daily, weekly and monthly basis
Configuration, maintenance and troubleshooting of network MFD printers (Ricoh, HP)
Provided support for wired and wireless network connection as per request
High-level documentation of standard operating procedures and operational manuals for end users.
Configured hardware, devices and software to set up work stations for employees
Education
Master of Science - Network System
Swinburne University of Technology
Melbourne, VIC
2013
Bachelor of Science - Electronics And Communications Engineering
Anna University
India
02.2010
Skills
Office Tools Microsoft Word, PowerPoint, Outlook, Excel, Visio, Lync (2003/2007/2010)
Attention to Detail
Technical Troubleshooting
Microsoft Windows and Office
Computer Diagnostics
Documentation Development
Resolving Problems and Incidents
Tracking and Documentation
Service Schedule Coordination
Incoming Call Management
Problem Solving
System Configuration
Multitasking and Prioritization
Device Installation
Remote Technical Support
Hardware and Software Configuration
Certification
Microsoft Certified Solutions Associate (MCSA)
Cisco Certified Network Associate (CCNA)
Timeline
Service Desk Analyst
Vix Technology
09.2017 - Current
Master of Science - Network System
Swinburne University of Technology
Bachelor of Science - Electronics And Communications Engineering
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