Priya K
Melbourne,VIC
Summary
A highly motivated IT professional with extensive technical, analytical, and inter-personal skills with experience in managing high-pressure situations and bringing systems and technology to operate at an optimum level by undertaking continuous improvement initiatives.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Application Support Analyst
DEFENCE HEALTH LTD
Melbourne
03.2021 - 12.2022
- Provided second level support of business applications mainly PHI and managing incidents and service requests using ticketing system following procedures
- Handled P1 and P2 issues as an Incident Manager and Technical Lead until resolution as per the work flow
- Prioritised incidents based on impact and urgency and sending responses as per SLA standards
- Managed Change Requests and attend weekly CAB meetings for discussion and approval on Change Requests
- Vendor Management for Application issues and requests
- Executed SQL queries for fixing application issues and cleaning up application data
- Adhered to the process when performing data manipulation on the test and production databases
- Troubleshooted and resolved application issues escalated from end users
- Conducted Root Cause Analysis into in-depth technical problems
- Processed large batches of data on weekly and monthly basis
- Performed daily health checks on services and storage
- Wrote and updated process support documentation
- Generated bi-weekly Reports on incident stats using Excel for IT team meetings
Support Analyst
ERICOM PTY LTD
Melbourne
08.2019 - 03.2021
- Ticket triaging to keep ticket flow consistent using ticketing system following processes and ITIL standards
- Create, manage and modify user profiles, NTFS user file permissions, network shares, distribution lists and groups
- Provided second level support of applications, hardware systems and phone systems across variety of system platforms
- Monitored incident reports and prioritise the queues for BAU
- Managed firewalls to improve client’s network security posture
- Implemented backups and manage changes on the network
- Undertake Ad hoc process improvement initiatives
- Identified applications limitations and translate solutions into detailed program specifications to meet user needs
- Worked with senior technicians in upgrading Client’s software and hardware
- Assisted systems analysts document user requirements and update knowledge base accordingly to keep our application procedures and processes consistent (one-way same way)
- Key Achievements:
- Successfully lead and deployed OS image onto client WDS servers
- Upgraded enterprise ticketing system
System Support Officer
WINTHROP AUSTRALIA
Melbourne
04.2017 - 05.2019
- Provided first-line technical support of hardware systems, sub systems and applications
- Performed administration of ADUC and Exchange Server, Office 365 and Citrix Servers
- Monitored daily client backups and restoration of data when required
- Managed and performed data storage provisions on Synology DSM including shared folders, iSCSI, RAID and network configuration
- Configured virtual Machines on Hyper-V, VMware and ESXi platforms
- Performed network monitoring by adding or deleting monitoring sensors and produced periodic reports using PRTG tool
- Maintained firewalls by creating access policies, VPN user access accounts and generated controlled bandwidth vouchers upon request
- Managed Cisco switches and performed configuration changes when requested
- Key Achievements:
- Achieved Veeam 9.0 Technical Associate certification
- Successfully deployed MYOB accounting application for users via Citrix
Test Engineer
MINDTREE LTD
Bangalore
08.2012 - 12.2014
- Executed test plan to test performance, scalability and security of the application
- Handled client escalations via Etrack Ticketing System tool and resolved them on a high priority
- Communicated training documents, meeting reviews and bulletins to the team
- Generated team and individual performance reports on a periodic basis
- Gathered solutions from technical cases and updated knowledge base
- Promoted team building activities by sending creative weekend team activity communications
- Key Achievements:
- Delivered Symantec System Recovery and BE (BackupExec)-Columbus projects within defined target dates
- Received Pat on the Back award for incident resolution in a quick and timely manner
- Hobbies
- Sports (Hiking, Badminton)
- Social (Connecting with fellow techies/Like-minded in group meetups)REFEREES
Education
Master of Information and Communication Technology -
Latrobe University
01.2015 - 04.2017
Bachelor of Engineering - ECE
Osmania University
01.2008 - 04.2012
Skills
Technical Skillsundefined
Timeline
Application Support Analyst
DEFENCE HEALTH LTD
03.2021 - 12.2022
Support Analyst
ERICOM PTY LTD
08.2019 - 03.2021
System Support Officer
WINTHROP AUSTRALIA
04.2017 - 05.2019
Master of Information and Communication Technology -
Latrobe University
01.2015 - 04.2017
Test Engineer
MINDTREE LTD
08.2012 - 12.2014
Bachelor of Engineering - ECE
Osmania University
01.2008 - 04.2012
Similar Profiles
Bradley JamesBradley James
Call Center Representative at Defence Health LtdCall Center Representative at Defence Health Ltd
Reilly JacobReilly Jacob
Customer Service Representative at Defence Health LTDCustomer Service Representative at Defence Health LTD
Simone Teleso-HeperiSimone Teleso-Heperi
Health Insurance Consultant at Defence HealthHealth Insurance Consultant at Defence Health
Sunny NguyenSunny Nguyen
Team Projects or Group Work at High SchoolTeam Projects or Group Work at High School
Gurpreet KaurGurpreet Kaur
Client Support Professional Specialist at Australian UnityClient Support Professional Specialist at Australian Unity