Sanaz Alamdari
Hornsby,New South Wales
Summary
Service desk agent with several years of inside and field experience analyzing and solving challenging it issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst Level 2
Inghams Group Limited
North Ryde, NSW
06.2022 - Current
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Created documentation for frequently asked questions and how-to guides for end users.
- Assisted users with installation of new applications or software updates as needed.
- Investigated system errors using event viewer logs and other troubleshooting techniques.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Image Windows machines and manage deployment of business-critical applications to ensure optimal system functionality and performance.
- Supporting in-house business applications such as BPCS, APPX, and Pickman. Identifying and researching documents and knowledge bases to resolve incidents.
SERVICE DESK TECHNITIAN
Ocean Tech Networks
Sydney, NSW
10.2020 - 10.2021
- Provide first level technical support in resolving service disruptions
- Create and manage user accounts
- Manage and administer user accounts in Active Directory and Office 365
- Provision new desktops and laptops and join them to the domain
- Manage and install printers on the network
- Document user information using Confluence
- Assign incidents and request to the correct groups using ConnectWise ticketing system
- Maintain accurate hardware and software asset registries information in Labtech
- Monitor and setup backups on tape backups
- Deploy and configure new servers, workstations, printer and services as required by the business
- Taking regular backups from file servers on tapes using Veaam.
SERVICE DESK ANALYST
Alma System
Sydney, NSW
09.2019 - 10.2020
- Maintain a prioritized log of support and network issues with appropriate status visibility
- Coordinate periodic services of servers and network devices covered by vendor maintenance contracts
- Monitor servers and systems health using Solar Winds
- Troubleshoot and resolve hardware and software issues on PCs and LAN printers
- Create and manage user accounts
- Taking regular backups from file servers on tapes using Backup Exec
- Perform software distribution and patch management to Windows PC's, laptops, and servers through Manage Engine.
Education
B.S. - Information Technology
01.2018
Skills
- Operating Systems
- Backup Solutions
- Asset/User Management
- Antivirus
- Microsoft
- Virtualization
- Monitoring
- Ticketing
- Documentation
- LAN
- WAN protocol
- Network printer setup
- Troubleshooting
- Microsoft Exchange
- Azure Active Directory
- Mobile Device Management
- business Support
- Office 365
- Remote Technical Support
- Application support
References
Available upon request.
Timeline
Service Desk Analyst Level 2
Inghams Group Limited
06.2022 - Current
SERVICE DESK TECHNITIAN
Ocean Tech Networks
10.2020 - 10.2021
SERVICE DESK ANALYST
Alma System
09.2019 - 10.2020
B.S. - Information Technology
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