RAJAN SHARMA
Melbourne,VIC
Summary
A self-motivated, focused and a highly energetic technical support analyst with 3+ years of experience in trouble shooting, performing root cause analysis and reporting. Seeking an opportunity in which my skills, knowledge, experience, and ability to take on new challenges can be explored and utilized to help me achieve meaningful career growth.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Victorian legal Service Board+ Commissioner (VLSBC)
MELBOURNE, VIC
09.2023 - Current
- Be responsible for the daily activities of the Service Desk including the logging of calls, correct prioritization and classification, resolution and end user contact with high satisfaction.
- Provide first and second level support, ensuring requests are resolved within agreed SLAs.
- Participate in infrastructure maintenance and projects.
- Provide back-up ICT coverage for the IT Team where required.
- Provide hardware support including the configuration, installation and troubleshooting of PCs, laptops, tablets, multi-function devices and scanners.
- Setup, manage and troubleshoot telecommunications devices (including landlines and mobiles).
- Responsible for user management of core and business systems (including Active Directory and Microsoft Exchange).
- Provide AV and Video Conferencing support to both internal and external parties as required.
- Undertake ICT procurement in accordance with VLSB+C procurement policy and procedures, including obtaining quotes and raising purchase orders.
- Develop and / or maintain the IT Knowledgebase, technical documentation, ICT procedures and manuals.
IT Service Desk Analyst
Brennan IT
MELBOURNE, VIC
10.2021 - 09.2023
- Monitoring and maintaining computer systems and networks.
- Provide first line support to multiple users across multiple sites in a team of 8.
- Respond to calls from users based around the world and provide solution.
- Responding in a timely manner to service issues and requests to support SLA targets in Service Now.
- Maintain ownership of tickets and effectively log service tickets in Service Now system and provide resolution.
- Adhere to our Service Delivery policies, processes, and procedures.
- Create and update knowledge-based articles.
- Work with Service Managers and Account Management staff to ensure effective management of the client base.
- Occasional client-site visits for relationship building and hands-on learning experiences.
IT Service Desk Support Officer
Soul Book Pty LTD
MELBOURNE, VIC
06.2018 - 07.2021
- Analyze, identify and troubleshoot desktop issues, network outages, printing issues and outlook on mobile devices.
- Troubleshooting software issues related to Windows, Microsoft Office 365, Outlook, Microsoft Skype for Business, mobile phones, tablets and other corporate deployed desktop applications and mobile applications (Airwatch Device Management system)
- Building and reimaging of company issued PC’s and Laptops and performing hardware repair, software installations, upgrades, OS installation and backups
- Taking responsibility for deploying system and communicating with the end user and ensure acceptable quality and integrity of the system (Mobile devices, desktops, Printers)
- Acting as a central reference and information source between the end user and system developers and proving assistance in the service now project decision making process
Education
Bachelor of Business And Information System - Information Technology
Asia Pacific International College
Melbourne, VICBusiness Professional Year Program - Information Technology
ECA College
Melbourne, VICSkills
- Communication
- Team building
- Training & Development
- Active Listening
- Microsoft Office
- Teamwork and Collaboration
- Excellent Communication
- Relationship Building
Languages
English
Full Professional
Punjabi
Native/ Bilingual
Hindi
Native/ Bilingual
Certification
- ITIL Foundation Certificate.
- MS-100 Microsoft 365 identity and Services.
- MS-101 Microsoft 365 Mobility and Security.
- AZ-900 Azure Fundamentals.
- COMTIA A+ Certification.
Accomplishments
- Highest NPS Award - Brennan IT
Timeline
IT Support Analyst
Victorian legal Service Board+ Commissioner (VLSBC)
09.2023 - Current
IT Service Desk Analyst
Brennan IT
10.2021 - 09.2023
IT Service Desk Support Officer
Soul Book Pty LTD
06.2018 - 07.2021
Bachelor of Business And Information System - Information Technology
Asia Pacific International College
Business Professional Year Program - Information Technology
ECA College
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