Rushed Alihusen Natha
Hobart,TAS
Summary
Dynamic IT professional with proven expertise in incident management and client relationship management, honed at Australian Sovereign College (AUSC) and Synergise IT. Excelled in enhancing customer satisfaction and streamlining processes, achieving significant improvements in efficiency. Contributes foundational understanding of computer systems and networks, with ability to quickly pick up required technical knowledge. Ready to use and develop analytical and technical skills in role .
Overview
2
2
years of professional experience
Work History
Service Desk Analyst
Australian Sovereign College (AUSC)
10.2024 - 01.2025
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer (Students) satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
Console Operator
Ampol Telecom
02.2024 - 10.2024
- Developed strong working relationships with colleagues across departments, fostering collaboration and open communication channels for improved problemsolving.
- Maintained a safe working environment by adhering to established health and safety protocols during console operations.
- Observed and reported suspicious activities and persons.
- Assisted in training new employees, sharing best practices for successful console operation, and promoting a team-oriented work culture.
- Facilitated seamless transitions between shifts by providing thorough handover notes detailing any outstanding tasks or ongoing issues requiring attention.
- Demonstrated adaptability by quickly learning new systems as they were introduced into the work environment.
- Acted as a reliable point of contact for external partners, addressing queries and providing information on console operations as needed.
- Reduced downtime by troubleshooting and resolving technical issues promptly, ensuring smooth console operations.
- Maintained spreadsheets of data across multiple systems.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
IT Bussiness Support
Synergise IT
09.2022 - 11.2023
- Optimized resource allocation by conducting thorough assessments of employee workloads, redistributing tasks as needed to achieve maximum efficiency without sacrificing job satisfaction.
- Developed and maintained strong relationships with key stakeholders, effectively communicating progress updates or necessary adjustments to ensure alignment with overall business objectives.
- Streamlined internal communication by implementing centralized data management tools, enhancing accessibility across departments while reducing redundancies or errors associated with outdated information sources.
- Maintained strict compliance with all relevant regulations and industry best practices, ensuring legal adherence throughout all aspects of business operations.
- Championed continuous improvement efforts by encouraging feedback from team members on operational inefficiencies or areas needing improvement, fostering a culture of open dialogue and proactive problemsolving.
- Identified areas for improvement through regular analysis of key performance indicators, implementing corrective actions as necessary.
- Enhanced client satisfaction by providing exceptional customer support and addressing concerns promptly.
- Improved overall business efficiency by streamlining processes and implementing innovative solutions.
Education
Professional Year - Information And Communication Technology
Indus Institute
Hobart, TAS01-2025
Bachelor - Information And Communication Technology
University of Sunshine Coast
Sydney, NSW09-2022
Skills
- Incident management
- Network troubleshooting
- Client relationship management
- printer servers
- Technical support
- System administration
- Ticketing systems
- Active Directory
- Backup Setup and restoring
- Telephony administration - VOIP
- Azure Fundamentals
Languages
English
Full Professional
Hindi
Native or Bilingual
Timeline
Service Desk Analyst
Australian Sovereign College (AUSC)
10.2024 - 01.2025
Console Operator
Ampol Telecom
02.2024 - 10.2024
IT Bussiness Support
Synergise IT
09.2022 - 11.2023
Professional Year - Information And Communication Technology
Indus Institute
Bachelor - Information And Communication Technology
University of Sunshine Coast
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