Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Pranav Kumar

Truganina,VIC

Summary

  • As an enthusiastic IT graduate, I bring a strong passion for technology and innovation. My technical expertise, combined with a design-thinking approach, empowers me to address complex business challenges with creative and forward-looking IT solutions. During my academic career, I’ve shown resilience as a proactive learner, always eager to explore new technologies. I am dedicated to making a positive impact in the IT field by continuously expanding my knowledge and driving meaningful change.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Desktop Support Officer (Casual Contract)

Greenlight Worldwide
08.2023 - Current
  • Provide first-line technical support to users via phone, email, and ticketing systems, resolving issues related to software and hardware
  • Troubleshoot basic desktop, laptop, and peripheral issues, including installation and configuration of operating systems and applications
  • Escalate more complex issues to Level 2 support when necessary, ensuring proper documentation of troubleshooting steps
  • Assist users with password resets, account unlocks, and basic Active Directory management
  • Maintain and update service desk tickets, ensuring timely resolution and user satisfaction
  • Utilize SQL for database queries and PowerShell for automating tasks, system updates, and troubleshooting in IT support operations
  • Manage user accounts, access controls, and permissions across multiple systems, ensuring secure IT operations
  • Handle system and software installations, updates, and patches, ensuring minimal downtime and disruption
  • Administer and troubleshoot Microsoft 365 services, including email configurations, SharePoint, and Teams
  • Collaborate with third-party vendors for specialized technical support, hardware replacements, or software upgrades
  • Intune
  • ServiceNow
  • Azure Entra ID
  • Excel
  • Jira
  • VMware
  • Outlook
  • Power BI
  • Microsoft 365

Customer Service Representative

BP
05.2020 - 11.2022
  • Greet and assist customers, ensuring a positive experience.
  • Process payments, handle returns, and manage cash accurately.
  • Inform customers of promotions and BP loyalty programs.
  • Assist customers with fueling and resolve any fueling issues.
  • Follow safety protocols to ensure a secure environment.
  • Address customer inquiries and complaints professionally.
  • Work with team members to maintain smooth operations.

Project Intern

Melbourne Institute of Technology
03.2022 - 10.2022
  • Developed automated chatbots using the Rasa Python library, integrating with GitHub for version control and collaborative development
  • Created dynamic PowerPoint presentations tailored to varied audiences and objectives
  • Defined clear project goals and objectives to align with organizational strategies, leveraging Jira for task tracking and project visibility
  • Devised detailed project plans and timelines using Jira to manage and monitor project progress in real-time
  • Monitored project progress, identified potential risks, and ensured compliance with timelines and milestones through Jira tracking

Education

No Degree - ICT Professional Year Progra

The William Light Institute
Melbourne

Bachelor of Information Technology -

Melbourne Institute of Technology
Melbourne
11.2022

Skills

  • Intune
  • ServiceNow
  • Azure Entra ID
  • Excel
  • Jira
  • VMware
  • Outlook
  • Power BI
  • Microsoft 365

Certification

CompTIA Security

Timeline

Desktop Support Officer (Casual Contract)

Greenlight Worldwide
08.2023 - Current

Project Intern

Melbourne Institute of Technology
03.2022 - 10.2022

Customer Service Representative

BP
05.2020 - 11.2022

No Degree - ICT Professional Year Progra

The William Light Institute

Bachelor of Information Technology -

Melbourne Institute of Technology

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Pranav Kumar