Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ram Hardas

Parramatta

Summary

Responsible, hardworking team player with20 + years in supporting management functions for [Type] establishment. Led team of [Job title]s to maintain store cleanliness and provide prompt, friendly customer service. Skilled in anticipating, preventing and resolving customer concerns to improve sales and increase repeat business.

Overview

14
14
years of professional experience

Work History

Helpdesk Support

10.2023 - 06.2024
  • Actively listening to clients with genuine empathy and understanding their issues.
  • Providing step-by-step guidance to the client ensuring that the client feels supported throughout the process of troubleshooting.
  • If the issue needs to be escalated to higher level support then hand holding the client and ensuring that the concerned technician is introduced to the client as well as client's issue.
  • Using the ticketing system to log, track and prioritize the tickets making sure timely resolution and documentation of cases.
  • Acknowledging client's concerns and express genuine commitment to resolving their issues.
  • Actively participating in improvement of Helpdesk Support Processes to increase efficiency and improve service delivery.
  • Managing and documenting incidents, adhering to the established protocols.
  • Utilizing Remote Desktop support tools to fix many of the IT related issues encountered by customers, minimizing the need of physically going onsite.
  • Consistently achieving high customer satisfaction ratings by helping the users with prompt and effective solutions.
  • Communicating complex technical information in a easy to understand manner, contributing to improved understanding and user satisfaction.
  • Working with cross functional teams to solve long term problems and enable a collaborative work environment.
  • Contributing to the development of incident response strategies.

Security Officer

ISEC
08.2022 - 12.2023
  • I served as Security Officer at various locations which included Corporate buildings and Heritage Sites in and around Sydney.
  • Conducting regular patrols to ensure the security of the estate and prevent unauthorized access.
  • Monitoring surveillance cameras and alarms to detect and respond to potential security threats.
  • Working with other security personnel to coordinate efforts and enhance security throughout the site.
  • Inspecting and maintaining security equipment to ensure proper functioning.
  • Implementing access control measures to verify the identity of individuals entering the Heritage Sites and Corporate buildings.
  • Responding promptly to security incidents such as alarms and disturbances and take appropriate action.
  • Cooperating with local police and emergency services as needed.
  • Preparing and submitting detailed incident reports documenting security-related incidents.
  • Swiftly responded to emergencies, ensuring the safety of both cherished artworks and the gallery's guests.
  • Coordinated seamlessly with emergency services and gallery staff, offering a reassuring presence during challenging times.
  • Successfully thwarted attempt of vandalism maintaining calm composure.
  • Implemented and reinforced security measures with a personal touch to make visitors feel safe and connected.

Security Officer

NSW Police Hotel Quarantine
01.2021 - 09.2021
  • Acting as a receptionist and maintaining enthusiasm and friendliness for a positive guest experience.
  • Monitoring CCTV to ensure the safety of guests and employees.
  • Performing detailed security inspections on persons, packages and shipments to comply with quarantine laws and restrict the entry for objects which are not allowed.
  • Ensuring that only authorised and fully vaccinated personnel gain entry to the quarantine hotel.
  • Conducting regular patrols to identify and address potential security weaknesses.
  • Making sure that Quarantine and health policies are enforced.
  • Educating staff on the importance of compliance to prevent the spread of COVID.
  • Documenting Security incidents, violations, or suspicious activities, forming a complete record for review by hotel management and authorities.
  • Facilitating collaboration with health authorities and quarantine management teams.
  • Conducting training sessions for the newly joined Security officers at the hotel quarantine program.
  • I personally got involved in rigorous screening procedures for guests and staff members which helped mitigate potential health hazards.
  • In times of urgency, I have displayed exemplary skills in managing crises by promptly collaborating with relevant authorities and the hotel team to prioritize the well-being of our guests and staff.
  • I received Letter of Appreciation from Executive Director, Public Works for tirelessly contributing in the NSW Police Hotel Quarantine Program.

Security Officer

Wilson Security
12.2019 - 12.2020
  • Serving as a reliable point of contact for employees seeking assistance or information.
  • Addressing general queries and facilitate solutions to workplace challenges.
  • Acting as a liaison between employees and external service providers.
  • Communicate important updates, policies, and announcements.
  • Establishing and maintaining relationships with service providers.
  • Negotiate contracts and agreements for services.

Aviation Screening Officer

SNP Security
08.2018 - 11.2019
  • Conducting inspection and surveillance of airport areas including airport runways and other sensitive areas.
  • Performing Passenger Screening at Security Walkthrough Gates.
  • Courteously guiding passengers to correct Airline gates.
  • Performing XRAY screening of Luggage.
  • Respectfully responding to questions by passengers.
  • Recording incident reports as and when required.
  • Monitoring CCTV systems to detect and respond to suspicious activity.
  • Checking and verifying the identity of employees, including flight attendants, and service providers entering the restricted area.
  • Co-operating with law enforcement agencies to share information and respond to potential security threat.
  • Ensuring that the highest level of customer service is maintained.

ICT Team Leader/ Manager

Zensar Technologies
06.2010 - 03.2018
  • Managing the IT team, including aspects such as hiring, training and performance evaluation.
  • Promoting a collaborative and innovative work environment.
  • Participating in the feasibility analysis of the Project with research in different aspects like schedule feasibility and economic feasibility.
  • Participating in requirements gathering of the various work streams by meeting with the business user and base lining the details.
  • Conducting JAD Sessions to verify and validate the business requirements.
  • Participating in development of the IT budget, ensuring resources are allocated appropriately and cost-effectively.
  • Maintaining and upgrading the organization's IT infrastructure, including hardware, software, networks, and servers.
  • Reviewing and selecting IT products and service providers.
  • Participating in contract negotiation and supplier relationship management.
  • Providing training to employees on new technologies and best practices.
  • Creating a culture of continuous learning in the IT team.
  • Planned, managed and successfully completed IT projects within time and budget constraints.
  • Offered high quality solutions that meet customer expectations.
  • Implemented coaching and training programs to improve skills and abilities of team members.
  • Developed strategies to create a positive and collaborative culture.
  • Established and achieved the key performance indicators (KPIs) related to team performance, project delivery, and service levels.
  • Built strong relationships with stakeholders to ensure IT is aligned with overall business goals.

Education

Bachelor of Engineering - Engineering

College of Engineering
Badnera
03-2002

Skills

  • Helpdesk support coordination
  • Complaint resolution
  • Punctuality and reliability
  • Courteous demeanor
  • Call center operations
  • Problem-solving
  • Staff education and training

Timeline

Helpdesk Support

10.2023 - 06.2024

Security Officer

ISEC
08.2022 - 12.2023

Security Officer

NSW Police Hotel Quarantine
01.2021 - 09.2021

Security Officer

Wilson Security
12.2019 - 12.2020

Aviation Screening Officer

SNP Security
08.2018 - 11.2019

ICT Team Leader/ Manager

Zensar Technologies
06.2010 - 03.2018

Bachelor of Engineering - Engineering

College of Engineering

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Ram Hardas