Richa Singh
Beckenham,WA
Summary
Master of Management Information System graduate with experience in application support, web design, and project management seeking a new opportunity.
Overview
1
1
year of professional experience
1
1
Certificate
Work History
Service Desk Specialist
Kinetic IT - Site - Department Of Education
07.2022 - Current
- Engaged in user support interactions via telephone, chat, and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
Service Desk Analyst
Kinetic IT - Site - Water Corporation
03.2022 - 06.2022
- Used Active Directory to rectify several troubleshooting – password management, account lockouts.
- Assisted customers through chats and provided information elaborately for assistance.
- Testing and analysing IT system and software performance.
- Resolving incoming client and personnel IT queries remotely via email and phone, or at office.
- Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders. Managed over 50 calls per day.
- Avoid service interruptions by performing system installations, updates, and maintenance procedures.
- Exchange account management - Managing and modifying shared mailbox, distribution list, and room mailbox.
- Provided vendor support for software (SharePoint, Webex, teams, Office, Nexus, Citrix, VM ware, etc.)
Business Application Analyst
City Of Bayswater
12.2020 - 03.2021
- Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Collaborated closely with upper management to drive strategy through development and implementation of new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Interfaced with cross-functional team of stakeholders to determine comprehensive list of requirement specifications for new applications.
- Worked closely with other team members to design and develop robust solutions to meet client's requirements for functionality, scalability, and performance.
- 90% of project milestones were achieved on time.
Project Coordinator - Intern
Link Force Transportation
07.2019 - 12.2019
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Gathered requirements for ongoing projects and organized details for management use.
- Mapped current business and operational processes and recommended areas for improvement.
- Worked closely with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
- Tracked internal and external project risks by grading each risk for probability and impact.
- Worked closely with management teams to plan, develop, coordinate, and execute technical strategies aligned with client's vision, mission, and purpose.
- Determined project budgets to track actual costs to projected costs, using MS Project 2016
Education
Professional Year -
National Information Technology
Perth, WA03.2021
Master of Computer Application - Management Information Systems
Edith Cowan University
Perth, WA02.2020
Bachelor of Computer Application - Computer Science
Guru Gobind Singh Indraprastha University
Delhi, India08.2013
Skills
Management skills
- Database Design and Management
- Project Management
- Agile Development
Technical skills
- Collaboration tools: Microsoft Teams, Zoom, Webex, Matter most
- Project management tool - Ms project 2016, Sharepoint, JIRA
- Active Directory - Users and computers
- Microsoft Exchange account management
- Basic networking skills - Switch, Router, Firewall, WAP, network drives
- Printer Troubleshooting
- Programming - Mysql, HTML5, C/C
- Browser - Safari, Google Chrome, Internet Explorer, Edge
- Microsoft Suite - Intermediate Level
- Ticketing tool - ServiceNow
Certification
- Azure Fundamentals-900, Microsoft
- Complete Web Developer Zero to Mastery Certificate- Udemy
- ITIL 4
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
Available upon request
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Service Desk Specialist
Kinetic IT - Site - Department Of Education
07.2022 - Current
Service Desk Analyst
Kinetic IT - Site - Water Corporation
03.2022 - 06.2022
Business Application Analyst
City Of Bayswater
12.2020 - 03.2021
Project Coordinator - Intern
Link Force Transportation
07.2019 - 12.2019
Professional Year -
National Information Technology
Master of Computer Application - Management Information Systems
Edith Cowan University
Bachelor of Computer Application - Computer Science
Guru Gobind Singh Indraprastha University
References
Available upon request
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