Rohit Ahuja
ITSM System Specialist
Sydney
Summary
Aspired ITSM Platform Architect offering more than 7 years of ITSM experience, including Configuration Manager and IT Change Manager. Versed in implementing efficient Service Management System Development, PowerBI Data Analytics and ITIL Processes, I am committed to leveraging my experience to improve service delivery and customer experience.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
3
3
Certificates
Work History
ITSM System Specialist
UNSW IT
06.2019 - Current
- Production and Test environment oversight and maintenance
- Design and build interfaces, processes and integrations for the enterprise-wide SM tools, to ensure the functionality of tools is designed to support approx 33000 Staff and Students at UNSW who use the platform for submitting requests and incidents
- Onboard HR, Finance, ADFA, Research Grant, Estate Management and other teams on the platform to streamline the Request fulfilment process and save operational cost
- Improved customer satisfaction by developing reports to measure KPIs including Incident Resolution, First Call Resolution and Assignment Accuracy Rate
- Collaborate closely with Change, Incident and Problem Managers on uplifting processes by personalizing SM tools and workflows to their needs
- Model SM Tool usage patterns to develop procedures, training protocols and educational materials for Resolver, Customers and Service Management Office
Configuration Manager
UNSW IT
06.2019 - 08.2023
- Manage Asset and Configuration Management Lifecycle by streamlining integration with multiple Configuration Databases including Standard Operating Environment (SOE) Devices, Active Directory (AD) contacts, Audio Visual Devices and other sources
- Efficiently compile Self-Service PowerBI Configuration Reports for managers across multiple departments in UNSW to track and replace end of live SOE Devices
- Established reports for Printers' lifecycle management and tracked related incidents raised by customers across UNSW.
Disaster Recovery Analyst
UNSW IT
09.2017 - 06.2019
- Conducted Business Impact Analysis (BIA) and identified 68 critical systems and their respective recovery objectives
- Coordinated with technical and non-technical stakeholders to test recovery capabilities
- Analyzed technical design and facilitated documentation of recovery procedures for critical systems
IT Test Analyst
UNSW IT
01.2017 - 08.2017
- Performed User Acceptance Testing (UAT) on IT Systems, including SIMS (Student Information Management System) and Lecture Recording system
- Demonstrated efficiency in creating and executing around 200 test cases on each system to ensure that it satisfies business requirements and integrates smoothly with other systems
Desktop Support Analyst
ITFM
01.2016 - 01.2017
- Responsible for the build and installation of IT desktops and equipment with an average throughput of 4-5 machines per hour
- Installed hardware for various clients (Credit Suisse, Sydney University)
Education
Master of Information Technology - Artificial Intelligence
01.2015 - 04.2017
Machine Learning, Data Mining and Computer Vision
Geospatial: GPS, Aerial & Satellite Imaging and Data Mining
Bachelor of Engineering - Computer Science
01.2010 - 04.2014
Skills
ITSM Configuration and Administration
Flow Designer and MS Power Automate
ITIL Processes and Frameworks
CMDB, SQL and ETL
PowerBI Data Analytics
Javascript, Python and PowerShell
Certification
ITIL 4 Foundation
Timeline
Service Now System Administrator
02-2024
Micro-Certification - Flow Designer
01-2024
ITIL 4 Foundation
06-2022
ITSM System Specialist - UNSW IT
06.2019 - Current
Configuration Manager - UNSW IT
06.2019 - 08.2023
Disaster Recovery Analyst - UNSW IT
09.2017 - 06.2019
IT Test Analyst - UNSW IT
01.2017 - 08.2017
Desktop Support Analyst - ITFM
01.2016 - 01.2017
University of New South Wales - Master of Information Technology, Artificial Intelligence
01.2015 - 04.2017
Chitkara University - Bachelor of Engineering, Computer Science
01.2010 - 04.2014