Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Police Clearance
Timeline
Generic

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, Australia
01.2011

Certificate iii - Graphic Pre-Press

Cambridge College
Perth, Australia
01.2010

Bachelors - Computer science & Technology

J N Tech university
India
01.2008

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
Ram Dathada