Puja Shrestha
Sydney,NSW
Summary
Innovative ICT Manager with strong experience leading technology operations, retail IT projects, and digital transformation initiatives in grocery stores. Skilled in managing IT assets, coordinating maintenance, delivering staff training, and implementing upgrades with minimal operational disruption. Dedicated to ensuring secure, efficient, and scalable ICT systems that support business growth and customer satisfaction.
Overview
6
6
years of professional experience
5
5
Certifications
Work History
ICT Manager
Goodaymart Pty.Ltd.
Sydney
12.2024 - Current
- Managed end-to-end IT operations across the grocery store, ensuring uninterrupted performance of POS terminals, barcode scanners, EFTPOS systems, and checkout hardware.
- Oversaw daily maintenance and troubleshooting of inventory management systems, stock control software, and automated ordering platforms.
- Monitored and maintained store networks, including LAN/Wi-Fi connectivity, routers, switches, and back-office servers.
- Led ICT support for all store departments, resolving escalated technical issues to minimize downtime and maintain efficient retail operations.
- Delivered staff training on POS systems, handheld scanners, and new digital tools to improve accuracy and workflow efficiency.
- Developed incident management procedures to track, prioritize, and resolve IT issues within defined service levels.
- Conducted regular data backups, and ensured compliance with privacy standards and EFTPOS security requirements.
- Analyzed POS and operational data to identify system inefficiencies and propose technical improvements.
Customer Service Representative
Harris Farm Market Manly
Sydney, NSW
03.2020 - 06.2023
- Assisted customers with product inquiries and provided tailored recommendations.
- Resolved customer complaints efficiently and maintained positive relationships.
- Processed transactions accurately using point-of-sale systems for smooth operations.
- Educated customers about store promotions and loyalty programs effectively.
- Monitored stock levels and communicated needs to management for restocking.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted available products and services to customers during service, account management and order calls.
- Strengthened customer retention by offering discount options.
Education
Bachelors in Business Information Systems - Business Information Systems
Australian Institute of Higher Education
Sydney, NSW12-2024
High School Diploma -
Australian Harbour International College
Sydney, NSW03-2022
Certificate IV in Accounting And Bookkeeping - Accounts
Australian Harbour International College
Sydney, NSW03-2021
Skills
- POS system management
- System upgrades and software deployment
- System monitoring and performance optimization
- IT infrastructure management
- Network troubleshooting
- Data backup procedures
- Operation optimization
- Network administration
- Budgeting and cost control
- Problem-solving and root cause analysis
- ICT procurement and asset management
References
References available upon request.
Certification
LinkedIn Learning: Introduction to Web Development.
Timeline
ICT Manager
Goodaymart Pty.Ltd.
12.2024 - Current
Customer Service Representative
Harris Farm Market Manly
03.2020 - 06.2023
Bachelors in Business Information Systems - Business Information Systems
Australian Institute of Higher Education
High School Diploma -
Australian Harbour International College
Certificate IV in Accounting And Bookkeeping - Accounts
Australian Harbour International College