Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Pradeep Natarajan

Hoppers Crossing,VIC

Summary

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

Anna University
Pradeep Natarajan