Praveen C. Jose
Melbourne,VIC
Summary
Proactive and goal-oriented professional with a strong ability to manage time effectively and solve problems. Recognized for reliability and adaptability, with a quick capacity to learn and apply new skills. Committed to utilizing these qualities to drive team success and contribute to organizational growth. Bringing over 12 years of experience in customer-facing roles, including application support, implementation, and project management.
Overview
10
10
years of professional experience
Work History
Cloud Support Engineer
Akamai
06.2022 - Current
- Providing technical support for cloud services and resolving customer issues in a timely and effective manner
- Implementing and managing security measures to protect data and applications in the cloud
- Collaborating with development and operations teams to facilitate continuous integration and continuous deployment (CI/CD) practices
- Assisting customers with the configuration (recommendations )and setup of cloud services and tools
- Conducting root cause analysis for service interruptions and creating detailed incident reports
- Keeping up-to-date with the latest cloud technologies and trends to provide informed support and recommendations
- Creating and maintaining documentation on system configurations, operational procedures, and troubleshooting guides
- Training and guiding customers on the use of cloud services and best practices for cloud operations
- Working with cross-functional teams to improve the product and customer experience based on feedback and observed issues
Supplier Support Analyst
Australia Post
07.2017 - Current
- Providing administrative and technical support to users across the Zycus environment
- Analysis and Reporting on data for process improvements
- UAT testing of Updates in Staging and Production environment
- Documentation/Creation of knowledge articles for new users and maintaining the knowledge database on Sharepoint / One Drive
- Driving process improvement based on customer feedback / analysis.
- Administrative support, maintaining issue-logs and formulating mitigation plans
- Vendor onboarding and contract management.
- Workflow and resource management
- Training internal and external users regarding process and application changes.
- Liaise with multiple support teams and vendors to resolve integration issues between SAP ERP & Zycus.
Implementation Analyst
Coles IT Support
03.2016 - 07.2017
- Co-ordinating and providing technical support for deployment of client softwares and upgrades
- Operating system deployment via SCCM System Center Configuration Manager
- Installation and troubleshooting of Client softwares(Retalix) along with dataload
- Handling help-desk phone and communication incidents for escalation via an Incident Management system/ ticketing system such as Service Now
- Interacting and liaising with Clients to resolve post-build POS queries, detecting hardware faults along with fault resolutions
- Analyzing system logs to determine root cause and fixes
- Coordinating with the hardware teams for replacements and maintenance of POS systems
- Resolution and troubleshooting tickets from the incident management system
- Creating and maintaining concise documentation of processes and solutions re-occurring issues
Desktop Support Engineer
Viva Energy Services
07.2014 - 07.2014
- Company Overview: Consultancy: Works4you, Australia
- Migration of over 900 users' clients from SHELL network to VIVA energy
- Backing up and transfer of Outlook profiles along with support for current versions of operating systems of users
- Procuring and maintaining analysis-reports and solutions to incidents in support of infrastructure
- Handling help-desk phone and communication incidents for escalation
- Installation and troubleshooting of Client soft-wares, application guidance and support to users
Education
Master of Information and Communication Technology -
La Trobe University
Bachelor - Telecommunication Technology
Visvesvaraya Technological University
Bengaluru06-2009
Skills
- Stake-holder management
- Troubleshoot connectivity
- Problem solving
- Project management support
- Issue Resolution
- Analysis and reporting
- Adaptable and quick learning
Technical Skills / Tools
Concepts : ITIL , PMBOK and Process Improvement Techniques
Tools : Microsoft Office suite and SCCM basics , Service Now , JIRA, SalesForce , Zycus Eproc. system , SAP ERP system , Linux ,
Tableau Reporting.Imaging Desktops and Laptops , installation setting up of printers and drivers for devices
Shortcoursesandtraining
- SAP ERP - essentials Training via Linkedin Learning.
- Graphic design and Animation.
- CCNA certified (currently expired).
Languages
Malayalam
Native or Bilingual
Kannada
Native or Bilingual
Hindi
Professional Working
Tamil
Limited Working
Telugu
Elementary
Timeline
Cloud Support Engineer
Akamai
06.2022 - Current
Supplier Support Analyst
Australia Post
07.2017 - Current
Implementation Analyst
Coles IT Support
03.2016 - 07.2017
Desktop Support Engineer
Viva Energy Services
07.2014 - 07.2014
Master of Information and Communication Technology -
La Trobe University
Bachelor - Telecommunication Technology
Visvesvaraya Technological University
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