Summary
Overview
Work History
Education
Skills
Technology Proficiency
References
Timeline
Generic

Rahul Sharma

Kambah,ACT

Summary

Completed Master of Information Technology, from Swinburne University with constructive work ethics and an ability to deliver convenient solutions and stay goal oriented. Experience of working in a fast-paced environment with solid problem solving, written and oral communication skills, administrative experience, requiring attention to detail, managing a team, developing business skills and Microsoft Office proficiency. A customer focused employee with willingness to work and make abilities resourceful, seeking an opportunity to further deploy time management and organizational skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

6
6
years of professional experience

Work History

Assistant Store Manager

Telstra
02.2024 - Current
  • Assisting Store Manager in implementing store strategy and guiding team members
  • Focusing on boosting sales and upholding top-notch customer service standards
  • Collaborating on setting monthly targets and continuously monitor progress
  • Ensuring adherence to operational protocols and analyze data to drive improvements
  • Engaging with customers effectively to understand their needs and maximize sales opportunities
  • Managing store layout to optimize customer flow and enhance shopping experience and oversee inventory management, banking procedures, and procurement of supplies
  • Providing coaching and support to team members to achieve performance goals
  • Stepping in as acting manager as necessary and facilitate training for new hires
  • Identifying areas for skill development within team and implement targeted training initiatives
  • Cultivating positive team culture rooted in company's values
  • Contributing to development of future leaders through mentorship and succession planning efforts.

Deployment Specialist – ICT Technician

Australian National University
01.2023 - 01.2024
  • Staging and deploying End User Devices, initially for newly constructed Science building at ANU
  • Providing proactive and responsive IT support services to all staff members at ANU including diagnosis and resolution of hardware, software, and network-related issues
  • Manual handling of IT Assets including loading and unloading job as well as preparing devices consignments for staff, clients, and vendors to resolve problems delivery to deployment site
  • Setting up various kinds of printers, barcode scanners, document scanners and solving technical issues by configuring them as per customer needs
  • Testing, identifying, and diagnosing system functionalities and errors within established testing protocols, guidelines, and quality standards to ensure systems specifications
  • Creating and maintaining of documentations to support operation commissioning of end user devices
  • Writing and maintaining technical, operational and client facing documentation in support of IT service delivery
  • Participating in communication strategy to support operational commissioning of end user devices
  • Reporting to project manager regarding early awareness of issues and problems
  • Updating and maintaining Jira assets in relation to End User Devices
  • Recording all important information with 100 % accuracy of printers for mapping purposes
  • Participating in meetings, projects, training, professional development activities and planning in support of team’s goals
  • Providing advice and assistance to team members, other technical teams, and business stakeholders to meet customer business requirements
  • Participating in auditing of assets to capture specifications, functionality, and devices left and carrying out Quality Checks of assets.

IT Support / Helpdesk – Information Technology Officer

Vertex Consulting Pty Ltd
07.2022 - 10.2022
  • Providing client-focused technical support for desktops, mobile devices, and peripherals used by staff with complex inquiries, tasks, and escalations
  • Managing excel sheets and data entry, along with providing technical assistance for computer-related issues Answering, screening, and forwarding incoming phone calls
  • Providing technical assistance to customers with technical issues related to windows server, software, hardware, Microsoft office products including 365 or other technology products
  • Performing routine maintenance tasks, such as installing updates or patches, to ensure that hardware and software are working properly
  • Responding to customer inquiries, whether by phone, email, or chat, and ensure that customer's questions are answered, and their concerns are addressed
  • Collaborating with other teams while working closely with other departments, such as software development or quality assurance, to resolve complex technical issues including active directory and identify potential product defects
  • Effectively communicating with Team Leader and/or Production Manager and meeting and exceeding required KPI.

Customer Service Representative – Team Leader

Coles
02.2019 - 07.2022
  • Answering, screening, and forwarding incoming phone calls Strong verbal communication skills within high volume, demanding environment
  • Providing exceptional customer services with ability to take ownership and accountability for delivering best outcome for customer and to develop positive working relationships with customers in high paced environment
  • Providing exceptional customer service focus with proven ability to manage and diffuse difficult situations
  • Highly developed organizational skills with ability to manage multiple tasks, prioritize matters of urgency and follow through to resolution
  • Providing product recommendations based on client's preferences
  • Performing routine maintenance tasks, such as checking refrigerator temperature, picking orders, dispatching truck and express orders
  • Responding to customer inquiries, whether by phone, email, or chat, and ensure that customer's questions are answered, and their concerns are addressed
  • Collaborating with other teams while working closely with other departments to provide exceptional customer service
  • Dealing with frustrated or upset customers with calm and understanding demeanor
  • Following protocols for handling customer’s issues, including escalation procedures and response time guidelines.

Education

Masters of Business Information Systems - Business Analytics Cyber Security Data Analytics

Swinburne University
Melbourne, VIC

ACS – Australian Computer Society Professional Year Program - ICT - undefined

QIBA Institute
Canberra, ACT

Skills

  • Holding full Australian driving License with clean driving record
  • Current Full time right to work in Australia
  • Excellent communication and organisational skills
  • Strong interpersonal, time management and problem-solving abilities
  • Able to provide satisfactory reference from previous employers
  • Valid Working with vulnerable people card WWVP
  • Ability to work under pressure in a fast-paced environment and physically fit and able to lift 25 Kgs
  • Happy to complete a pre-employment medical, including drug and alcohol testing, and a national police check
  • Availability to work flexible hours including early mornings, evenings, and weekends

Technology Proficiency

  • Networking: LAN, WAN, WI-FI, TCP/IP, DHCP, DNS
  • Operating systems: Windows 10, Servers 2016,2019
  • Desktop Applications: Microsoft Office 365 applications and third-party desktop applications, Citrix, Epic Hyperspace, Genesis
  • Ticketing Systems: ServiceNow, ServiceDesk Plus, Jira, Knowledge base articles (Confluence)
  • Remote/Shadowing: Zoom, Remote Assistance, Remote Desktop Connection
  • Security: Windows Firewall, Windows Defender, Anti Malware, VPN, Proxy Server
  • Platform: Microsoft 365, Windows SQL Server 2016, Microsoft Exchange 2016
  • Certifications/Licence: Help Desk Support Technical Skills, First Aid Certificate, Australian full Driving License, WWVP
  • Programming Languages: Python, SQL, Java script in progress
  • Other Skills: Technical training, Troubleshooting printers, mobile devices, and familiarity with Windows OS and Macintosh system

References

  • Abu Asad, Store Manager | Telstra, +61 470 452 957, Abu.Asad@team.telstra.com, Phillip, ACT
  • Ritesh Singh, End User Team Leader | ANU, +61 477 294 422 , ritesh_singh57@yahoo.co.in, Braddon, ACT

Timeline

Assistant Store Manager

Telstra
02.2024 - Current

Deployment Specialist – ICT Technician

Australian National University
01.2023 - 01.2024

IT Support / Helpdesk – Information Technology Officer

Vertex Consulting Pty Ltd
07.2022 - 10.2022

Customer Service Representative – Team Leader

Coles
02.2019 - 07.2022

Masters of Business Information Systems - Business Analytics Cyber Security Data Analytics

Swinburne University

ACS – Australian Computer Society Professional Year Program - ICT - undefined

QIBA Institute

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