Summary
Overview
Work History
Education
Skills
Timeline
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SAI KIRAN DALE

Summary

Experienced IT Support Specialist with a strong background in providing outstanding technical support to users. Skilled in diagnosing and troubleshooting hardware, software, and network issues. Adept at managing service requests, performing remote software installations, and conducting basic administrative tasks. Proven ability to maintain customer satisfaction through efficient and effective problem resolution

Overview

4
4
years of professional experience

Work History

Helpdesk Analyst

Beacon Lighting
01.2022 - 12.2023
  • Provide on-campus and remote IT support for Beacon staff, ensuring timely and effective assistance
  • Fulfill and log tickets on Service Now, service management platform, ensuring accurate and thorough documentation
  • Provide technical assistance for all Beacon Users and stores employees
  • Respond to incoming requests via phone and ticketing system efficiently and effectively
  • Diagnose and troubleshoot hardware, software, and network issues, guiding users through resolution steps
  • Liaise with vendors to escalate tickets when required, research solutions, and regularly review and update knowledge base articles
  • Assist and advise users on appropriate action, educating and coaching where necessary
  • Install software on users' devices remotely and perform basic administration tasks such as password resets and account creations
  • Proactively track, manage, resolve, and complete requests and incidents within agreed service levels while maintaining customer satisfaction
  • Manage tasks in the service request queue, resolving or triaging incidents and requests within appropriate time frames
  • Create and administer various shared network resources, providing permissions to software, drives, and accounts, along with other general administrative needs
  • Setting up the IT Infrastructure for New Stores (From computers to Network Equipment)
  • Adding and Managing the Laptops and computers to Beacon Domain
  • (Upgrading and re - installing the Windows 10, Pro, adding local accounts, Manage User Office 365 Accounts)
  • Troubleshooting all kinds of Printers (Installing the printer drivers, adding and removing the printers from the network) in all Beacon Stores
  • Hands on experience on Microsoft Office 365 and its applications.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Provided basic end-user troubleshooting and desktop support.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

ServiceDesk Analyst

IAG Insurance
09.2021 - 12.2021
  • Providing the first point of contact for the IAG users across Australia, New Zealand and Asia, handling wide variety of system issues via Phone, emails and fixing the issues over the phone
  • Managed Approximately 30 incoming calls, emails per day from IAG Customers
  • Handled Business Critical Incidents (Business Critical Apps, Servers, Databases, Telecom and Network related incidents)
  • Identification and forecasting of issues, prioritizing, and categorizing as per criticality or severity
  • Drive governance around incident management; for example, ensure an incident ticket is opened per scenarios
  • Proficient in utilizing Service Desk Tool set (ServiceNow) in lodging client interactions, accurately recording and updating information contain in calls and emails
  • Outage management & Communication (Setting up IVR, soft phones like Cisco Jabber, Cisco Finesse, Avaya one -x Agent)
  • Troubleshooting all types of Outlook Issues (Resetting the profile, creating the shared mailbox, adding member to mailbox, setting up the rules of mail)
  • Setting UP the two factor Verification for Internal users of IAG like Multi factor Authentication (MFA)
  • Troubleshoot the VPN issues and repairing the Cisco AnyConnect applications
  • Sending notifications to the business about the outages
  • Setting up the Citrix Applications for the Remote users and troubleshoot using tools in Virtual Machine, Citrix workspace, Citrix Receiver
  • Reset the user password from AD and enabling the accounts
  • Ensure appropriate escalation procedures are followed as required
  • Move between Technical and Management Bridges to provide updates to the Management Bridge as and when appropriate
  • Establish regular communication with IT management and the business regarding the status of incident tickets, regular incident updates and adhere to the incident management process
  • Resolution (Capturing and logging every detail of the investigation and fix provided).
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.

IT Intern

Calendar club
07.2019 - 07.2020
  • Successful in the delivery of First and Second Level Technical Support to 125 stores in Australia and New Zealand, additionally integrating and testing software and systems of Commonwealth Bank Ingenico
  • Accomplishing various tasks such configuring and debugging errors in POS systems, updating promotions, price rates and budgets using the Magento software, and performing technical and maintenance tests to all systems monthly
  • Efficiently using Active Directory to manage user accounts and computers, WinSCP to secure files, Excel to create and maintain spreadsheets, Connect Wise to connect with clients, and Pronto Xi to update facilities, retail, and the supply chain management
  • Competently addressing client inquiries, and entering client interaction details in a series of ticketing applications to track requests, document problems and record solutions offered
  • Demonstrating effectiveness in resolving problems with networks and other computer systems, additionally installing or changing software to fix issues
  • Delivering a highly professional, courteous, genuine personality and attitude towards co-workers to sustain an enjoyable atmosphere
  • Exhibiting strong attention to detail, while maintaining a flexible and resourceful approach to effectively multi-task and manage workload and workflow in a high pressure and fast paced environment
  • Documenting all pertinent end user identification information, including name, department, contact information, and nature of problems or issues
  • Displaying exceptional communication and problem-solving skills when responding and solving client complaints and inquiries, also following up to ensure customer satisfaction
  • Carrying out job duties in a manner that demonstrates ability to always achieve the expected level of efficiency and quality service.

Education

Masters in Information Technology -

Central Queensland University
Melbourne, VIC
07.2019

Skills

  • Technical Support
  • Hardware & Software Troubleshooting
  • Customer Service
  • Microsoft Office
  • Windows
  • Computer Hardware and Networking
  • ServiceNow
  • Active Directory
  • Network Issue Resolution
  • Remote Software Installation
  • Office 365

Timeline

Helpdesk Analyst

Beacon Lighting
01.2022 - 12.2023

ServiceDesk Analyst

IAG Insurance
09.2021 - 12.2021

IT Intern

Calendar club
07.2019 - 07.2020

Masters in Information Technology -

Central Queensland University

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