Priyanka Guleria
Melbourne,VIC
Summary
Dynamic and results-driven professional with over 4+ years of experience in IT Telecommunications, Energy, and Industrial Process Control. Adept at managing cross-functional teams, driving product development, and ensuring the successful delivery of services in high-pressure environments. Proficient in stakeholder management, incident and problem resolution, and technical support across various sectors. Equipped with hands on experience in SCADA System, Project Coordination and IT Support, eager to contribute and excel as an ICT Service Manager.
Overview
4
4
years of professional experience
Work History
SCADA Engineer
CGI Technologies
03.2024 - Current
- Leading and managing the commissioning, decommissioning, and installation of SCADA systems, ensuring seamless operations in the Energy sector.
- Managing patching takes place once every two months, weekly and monthly updates, and upgrades on server and application levels, weekly reports on driving system reliability.
- Facilitate weekly, monthly, and yearly planning and schedules to maintain robust business relationships with stakeholders.
- Executing root cause analysis to enhance system performance and troubleshoot PLC and RTU systems.
- Leading product testing, failure investigations and corrective action planning.
- Managing project timelines effectively while prioritizing competing demands to deliver high-quality results consistently.
- Supporting business growth by providing technical expertise during proposal development for prospective clients.
- Improving SCADA system reliability by conducting regular maintenance and implementing software updates.
- Streamlining data collection processes with thorough analysis of system performance metrics.
- Reducing downtime and increased productivity by troubleshooting and resolving SCADA system issues swiftly.
Associate SCADA Engineer
CGI Technologies and Solutions
05.2023 - 03.2024
- Performed the patching, updates, upgrades on server and application.
- Delivered SCADA and Control systems hardware update as per requests.
- Managed project timelines effectively while prioritizing competing demands to deliver high-quality results consistently.
- Supported business growth by providing technical expertise during proposal development for prospective clients.
- Improved SCADA system reliability by conducting regular maintenance and implementing software updates.
- Streamlined data collection processes with thorough analysis of system performance metrics.
- Reduced downtime and increased productivity by troubleshooting and resolving SCADA system issues swiftly.
Application Support Analyst/ IT Support Engineer
CGI Technologies
06.2021 - 04.2023
- Managed critical incident resolution, problem management, and service requests for Telstra’s network platforms in ITIL Environment.
- Spearheaded high-level documentation and quality validation for release management.
- Ensured SLAs and KPIs were met, leading to improved service delivery outcomes.
- Played a pivotal role in the network provisioning platform, enhancing performance statistics and client satisfaction.
- Conducted root cause analysis on recurring incidents to identify opportunities for improvements in application design or support procedures.
Technical Support Analyst
OPTUS Telecommunications
10.2020 - 05.2021
- Delivered exceptional technical support, troubleshooting hardware, network, IPTV, and proprietary software issues.
- Managed incident resolution through ServiceNow, providing timely updates and ensuring SLA compliance.
- Conducted post-incident reviews (PIR/RCA) to prevent recurrence and improve service delivery.
- Performed network level support routers, firewall, security, LAN and WAN.
- Accurate and timely lodgment, updates and resolutions of incidents on Service Now.
- Analyzed and reported on incident trends to identify potential issues.
- Supported bug fixes, version management and performance by maintaining, monitoring, managing, and administering CRM including system roadmap enhancements, to ensure Service Level Agreements are met.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
IT Support Associate Intern
More Green Energy
07.2020 - 09.2020
- Diagnosed, monitors and controls databases.
- Administered incidents and maintaining SLA, service, and reports incidents in ITIL environment.
- Performed stakeholder analysis using agile in designing complex reports.
- Ordered IT equipment and supplies and performed and provided B2B support.
- Prepared and reviewed project documentation including user cases, reports, plans for senior management, and stakeholders.
- Developed project Gantt charts using Microsoft Projects.
- Organized Scrum meetings based upon the prioritized actions.
- Record meetings minutes and prepared interactive dashboards with the progress and task updates.
- Identified risks and implemented mitigation strategies in reports.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Master of Engineering And Engineering Management - Software Engineering
University of Technology Sydney
University Of Technology Sydney07.2020
Skills
- Product Management: Product Lifecycle Management, Requirement Analysis, Stakeholder Engagement, Agile Methodologies, Production Support, Product Development Support, Continuous Improvement
- Service Delivery: Incident and Problem Management, SLA/KPI Adherence, Service Request Management, Problem-solving, Relationship Building
- Technical Expertise: SCADA systems, PLC/RTU troubleshooting, IT Infrastructure, Telecommunications, SQL, Splunk, MySQL
- Project Management: Gantt charts, Scrum Meetings, Risk Analysis, Documentation
- Communication: Stakeholder communication, Technical Reporting, Training and Development,
Timeline
SCADA Engineer
CGI Technologies
03.2024 - Current
Associate SCADA Engineer
CGI Technologies and Solutions
05.2023 - 03.2024
Application Support Analyst/ IT Support Engineer
CGI Technologies
06.2021 - 04.2023
Technical Support Analyst
OPTUS Telecommunications
10.2020 - 05.2021
IT Support Associate Intern
More Green Energy
07.2020 - 09.2020
Master of Engineering And Engineering Management - Software Engineering
University of Technology Sydney
Similar Profiles
Nitya Nikhila SrishtuNitya Nikhila Srishtu
Java Production Support Engineer (Level 3) at CGI TechnologiesJava Production Support Engineer (Level 3) at CGI Technologies
Saran Prasad BalasubramaniamSaran Prasad Balasubramaniam
Senior Data Engineer at CGI TechnologiesSenior Data Engineer at CGI Technologies
Naima BouddouchNaima Bouddouch
Project Management Officer at CGI TechnologiesProject Management Officer at CGI Technologies