Ramya Ayyappath Rajeev
Strathfield South,Australia
Summary
Dynamic IT professional with extensive experience as Service Desk Analyst at AC3, excelling in Microsoft Office 365 Administration and critical thinking. Proven track record in enhancing customer satisfaction and mentoring new employees, while effectively managing complex IT issues and maintaining robust relationships with service providers.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
AC3
Sydney, NSW
08.2022 - Current
- Provided first- and second-level technical support to customers with IT-related issues.
- Create a knowledge base article to improve efficiency and enhance the customer experience.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
Level 2 Technical Support Engineer
Your IT Desk
Lindfield, Australia
07.2018 - 07.2022
- Maintain and monitor Service Desk tickets
- Provide support and problem resolution for customer's IT issues
- Monitor alerts raised by hardware and take appropriate remedial actions
- Manage Data Backups of customers' business critical applications
- Build and maintain successful relationships with Service Providers and Consumers
- Mentor and Onboard new employees and help them on SOPs and Technical issues
- Consistently maintain Customer Satisfaction ratings
- Update Knowledge Base by researching and finding the resolution for unresolved issues
- Proactive notify customers of critical issues like Security vulnerabilities, Malware, Ransomware etc.
Lecturer
SEA College of Engineering and Technology
Bangalore, India
01.2012 - 11.2014
- Planning, preparing, and delivering lessons included in computer science courses
- Assessing students' strengths and weakness and planning teaching instructions accordingly
- Developing and delivering lecture in easy-to-understand way
- Researching and preparing teaching materials and demonstrating each logical steps in computer programming
- Assigning real IT projects and assessing and discussing student's work
- Making use of video conferencing system and providing instructions to overseas students
Lecturer
CMR Institute of Technology
Bangalore, India
08.2008 - 06.2009
- Lectured Computer Science and Engineering subjects
- Maintain student database using software Microsoft Office Word, Excel
- Prepare course curriculum for the subject
- Discuss student performance with parents on Parent Teacher Meeting
- Record Management
Lecturer
Vidya Academy of Science and Technology
Kerala, India
09.2005 - 06.2008
- Planning, preparing, and delivering lessons included in computer science courses
- Assessing students' strengths and weakness and planning teaching instructions accordingly
- Developing and delivering class contents in an easily consumable form for students
Education
STATEMENT OF ATTAINMENT - VMWARE VSPHERE
WESTERN SYDNEY INSTITUTE TAFE
Blacktown, NSW, Australia11.2017
MASTERS - COMPUETR SCIENCE AND ENGINEERING
CMRIT
Bangalore, Karnataka, India12.2014
Skills
- Microsoft Office 365 Administration
- PowerShell scripting
- Microsoft Office proficiency
- Presentation design
- Excel
- Google G-Suite
- MySQL
- SQL Server
- MS Access
- VMware ESXi
- Microsoft Hyper-V
- StorageCraft Shadow Protect
- QNAP NAS data storage
- Microsoft Azure
- Kaspersky Antivirus suite
- C
- C
- JAVA
- PHP
- HTML
- Windows 10
- Windows Server 2012 R2
- Linux
- MacOS
- ConnectWise
- ServiceNow
- Service Desk
- Critical Thinker
- Decision maker
- Quick learner
- Mentor
- Team Player
Certification
- ITIL 4 Foundation
- Microsoft Certified: Azure Fundamentals
Timeline
Service Desk Analyst
AC3
08.2022 - Current
Level 2 Technical Support Engineer
Your IT Desk
07.2018 - 07.2022
Lecturer
SEA College of Engineering and Technology
01.2012 - 11.2014
Lecturer
CMR Institute of Technology
08.2008 - 06.2009
Lecturer
Vidya Academy of Science and Technology
09.2005 - 06.2008
STATEMENT OF ATTAINMENT - VMWARE VSPHERE
WESTERN SYDNEY INSTITUTE TAFE
MASTERS - COMPUETR SCIENCE AND ENGINEERING
CMRIT
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