Ram Dathada
Melbourne,Australia
Summary
Experienced Service Desk Analyst adept at providing top-tier technical support and implementing efficient problem-solving strategies. Known for strong customer service skills, ability to swiftly diagnose issues, and proven record of improving helpdesk operations. Strengths include managing high-volume ticket flow, improving client relationships, enhancing system efficiency and contributing to team success in fast-paced environments. Previous roles have demonstrated significant impact by reducing downtime through streamlined processes and proactive troubleshooting.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SENIOR SERVICE DESK ANALYST
IAG
Melbourne, VIC
03.2021 - Current
- Executed service desk processes to support users in multiple countries.
- Ensured accurate incident resolution and effective service request management.
- Exceeded customer expectations by adhering to OLA time frames.
- Managed MS Office, business applications, and performed imaging and upgrades.
- Collaborated with resolver teams, project managers, and product owners for resolution and delivery aspects.
- Offered strategic advice to enhance the utilization of approved IT systems in accordance with ITIL principles.
- Contributed to projects like CX One calling system, Aternity App, ServiceNow upgrade, and Netskope VPN.
- Fostered professional connections with critical external suppliers and vendors.
- Facilitated resolution of incidents by working with IAG corporation's support teams and external service providers.
- Ensured compliance with SLAs and OLAs by efficiently handling service requests.
- Executed efficient management of incidents and service requests through ServiceNow.
- Compiled documentation of problem-solving and process improvement for standard IT applications.
- Offered guidance and support to service desk personnel on an as-needed basis.
- Coordinated handling of service desk tickets, chats, outages, parent tickets, and problem tickets.
- Ensured compliance with company's information security protocols in every department.
SERVICE DESK ANALYST
KINETIC IT
Perth
01.2020 - 03.2021
- Conduct troubleshooting to resolve IT-related and application issues for 2000+ users
- Consistency meet call handling goals by closing an average of 47ncalls per day with an 80% first call resolution ratio.
- Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, tracks incidents and troubleshoot issues.
- Provide clients with information on available upgrades and troubleshoot computer-related problems for internal and external clients.
- Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory.
- Supporting and ensuring the security, management and deployment of devices and applications across the enterprise via Microsoft System Centre Configuration Manager (SCCM)
- Installing, maintaining and troubleshooting required client software and hardware on site or remotely
- Deploying and configuring new laptops and Computers by using PXE and configuration manager
- Advance knowledge of Active directory
- Enrolling and setting up printers
- Recording technical issues and solutions in logs
- Helping create technical documentation and manuals
- Supporting IOS devices
- Providing remote assistance to user via TeamViewer
- Experience in PowerShell command
- Knowledge and understanding of Azure
- Handling and resolving over 40 calls per day
- Configuration and support of remote working technologies such as cisco FortiClient.
- Completion of daily customer communication and service desk SLA's
- Experience in ServiceNow creating and processing calls/incidents/requests from initiating mediums such as emails, calls, online chats
- Perform troubleshooting using different diagnostic techniques
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Provide quick resolution and excellent customer service
- Redirect unresolved issues to the next level of support personnel
- Provide needed information on IT products or services
- Keep record of problems and their resolution
- Strong understanding of active directory Objects, attributes, Domains, Forests and Group Policies
- Diagnose and repair faults
- Resolve network issues
- Maintain and continually improve support
Department Manager
Coles Super Market
Perth, WA
06.2015 - 12.2019
- Conducted regular meetings with team members to discuss progress towards objectives.
- Hired, trained, mentored, and evaluated staff members on a regular basis.
- Organized promotional events to increase brand awareness and drive sales growth.
- Ensured compliance with health and safety regulations within the store.
- Implemented new policies and procedures to improve efficiency.
- Analyzed financial data to identify areas of improvement for profitability.
- Supervised staff to ensure customer satisfaction and proper performance of duties.
- Negotiated contracts with vendors for supplies, products, and services.
- Developed strategies for increasing sales and improving customer service.
- Resolved customer complaints in an efficient manner while ensuring customer satisfaction.
- Managed daily operations of the store, including opening and closing procedures.
- Optimized supply chain processes to ensure timely delivery of products.
- Resolved customer complaints in a timely manner with a focus on satisfaction.
- Reviewed sales figures regularly to determine staffing needs during peak times.
- Performed regular price checks on competitor stores in order to remain competitive.
- Oversaw all aspects of merchandising within the store including product placement and display design.
- Maintained positive relationships with customers by providing exceptional service.
- Conducted inventory management activities such as receiving shipments and maintaining stock levels.
- Monitored inventory, cash, and payroll processes to keep location running smoothly.
- Coached, managed and developed teams to provide exceptional service and achieve sales goals.
- Effectively managed inventory controls and re-orders within budget guidelines.
- Met or exceeded fiscal sales goals, maximizing operating budgets.
- Oversaw retail operations to ensure all stations were operating efficiently and maintaining customer service standards.
- Monitored competitors and market trends to adapt strategies and maintain competitiveness.
- Developed and monitored budget, reducing expenses without compromising quality.
- Managed daily store operations, ensuring a seamless shopping experience for customers.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
- Handled customer service issues, ensuring customer satisfaction and loyalty.
- Maintained high standards of store presentation and visual merchandising.
- Negotiated with suppliers to secure advantageous terms and pricing.
- Conducted performance evaluations for staff, identifying areas for improvement.
- Implemented loss prevention strategies to minimize shrinkage and theft.
- Improved profitability by executing daily, weekly, and monthly floor plan changes.
- Implemented strategies to achieve sales targets and increase store profitability.
- Created effective business plans to focus strategic decisions on long-term objectives.
Technical Support Engineer
Total IT Consultants
Perth, Australia
09.2016 - 12.2019
- Company Overview: Perth Australia
- Experiences in providing specialized technical support remotely, through telephone or email.
- Collected, analyzed and verified information to configure and/or integrate new hardware
- Executed software upgrades in an existing network in accordance with the customer requirements.
- Engaged in major project rollouts which required deploying Servers, Desktops and software applications
- Installation & Maintenance of Systems, Printers, Scanners & other IT peripherals.
- Attending client's issues pertaining to IT infrastructure
- Installation & configuration of Local Area Network.
- Site Upgrading and Implementation
- Antivirus installations & patch
- Perth Australia
Education
Diploma - Interactive Digital Media
Cambridge College
Perth, Australia01.2011
Certificate iii - Graphic Pre-Press
Cambridge College
Perth, Australia01.2010
Bachelors - Computer science & Technology
J N Tech university
India01.2008
Skills
- Incident management
- ServiceNow administration
- Cross-functional teamwork
- Active Directory management
- Technical support expertise
- Asset management
- Escalation management
- Effective communication
- Time management
- Conflict resolution
Certification
- Microsoft Certified Professional
- Configuring Advanced Windows Server 2012 Services
- Implementing Microsoft Azure Infrastructure solutions
- ITIL foundation 2011
- CCNA Routing and Switches
Personal Information
- Gender: Male
- Driving License: Valid C Class Driver's License
- Visa Status: Australian
References
Will be provided upon request.
Police Clearance
Can Submit Police Clearance Certificate If Needed
Timeline
SENIOR SERVICE DESK ANALYST
IAG
03.2021 - Current
SERVICE DESK ANALYST
KINETIC IT
01.2020 - 03.2021
Technical Support Engineer
Total IT Consultants
09.2016 - 12.2019
Department Manager
Coles Super Market
06.2015 - 12.2019
Diploma - Interactive Digital Media
Cambridge College
Certificate iii - Graphic Pre-Press
Cambridge College
Bachelors - Computer science & Technology
J N Tech university
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