Shah B
Camp Rd, Glenroy,Vic
Summary
Self-Motivated & Results Oriented IT professional with 3+ years of experience. Skilled in end-user & remote support, and ensuring seamless IT operations. Proficient in incident management, asset deployment, and customer service. Expertise in Windows environments, Office 365, Active Directory, Ticketing system and hardware configurations. Strong communication, problem-solving, and teamwork abilities. Seeking opportunities to contribute to dynamic IT teams.
Overview
8
8
years of professional experience
Work History
On-site Technician
Glow Green Pty Ltd
Melbourne, Vic
08.2023 - Current
- Delivered on-site technical assistance, diagnosing and resolving hardware, software, and network issues.
- Installed and maintained operating systems, applications, and peripheral devices, ensuring optimal functionality.
- Managed service requests, documented interactions, and conducted end-user training to boost productivity.
- Collaborated with cross-functional teams to stay abreast of technology trends and share expertise, fostering innovation and continuous improvement.
IT Service Desk Analyst
Department of Transport
Adelaide, SA
06.2022 - 06.2023
- Achieved a 90% initial call resolution rate by leveraging technical expertise and teamwork.
- Collaborated with vendors and internal teams to streamline service desk activities for improved efficiency.
- Analyzed customer service data to identify trends and areas for IT environment enhancement.
- Facilitated training and mentoring of new service desk personnel for smooth onboarding.
- Maintained detailed customer interaction records in the ticketing system for incident tracking.
Desktop Support Technician
Attorney General's Department
Adelaide, SA
03.2021 - 05.2022
- Provided technical support for Windows, Mac OS, and Linux operating systems.
- Configured and troubleshot printers, scanners, and other peripherals.
- Installed hardware and software updates and upgrades.
- Performed system backups using imaging software.
- Managed inventory of IT assets including laptops, PCs, mobile devices .
- Maintained asset database containing information about all installed hardware and software items.
- Conducted research into new technologies to assess their usefulness in meeting organizational needs.
Field Service Technician
APCD Pty Ltd
Melbourne, VIC
01.2019 - 02.2021
- Provided on-site technical support for end-users, resolving hardware and software issues promptly.
- Managed IT inventory, including procurement, asset tracking, and disposal, using designated software.
- Conducted hardware installations, upgrades, and repairs, ensuring optimal functionality.
- Delivered end-user training and documentation to enhance technical proficiency and productivity.
- Collaborated with cross-functional teams to implement IT projects and initiatives.
Sales Representative Team Leader
Foxtel
Melbourne, VIC
02.2016 - 02.2019
- Sourced new leads through industry contacts, cold calling, and other methods of outreach.
- Negotiated contracts with customers in order to maximize profits.
- Developed and implemented team strategies to increase sales productivity.
- Maintained detailed records of all sales activities within the team's CRM system.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Identified customer needs to deliver relevant product solutions and promotions.
Education
Professional Year - ACS
09-2019
Bachelors - Information Technology
01-2018
- Major in Network Security
Skills
- Incident Management
- Asset Management
- Vendor Coordination
- End-User Support & Training
- Team support and oversight
- Mobile Device Management
- Remote Technical Support
- Service Level Agreements
- System Administration
- Application support
- Hardware Deployment
- Jira & Service Now
- Active Directory
- Multitasking
- CRM
- ITIL
Projects
- IT roll-out project at SJOG : Ensuring seamless deployment of new hardware and software solutions across multiple sites.
- Asset Refresh at AGD : Upgrade of End of Life hardware and software assets to improve reliability and productivity, coordinating procurement processes.
- Windows Transformation at SA Health : Migration and upgrade of operating systems to enhance security, performance, and compatibility across the organization.
Personal Attributes
- Proficient in communication: Skilled in conveying technical information clearly and effectively to diverse audiences.
- Customer-centric approach: Dedicated to delivering exceptional service and support to end-users, ensuring prompt resolution of their needs.
- Collaborative team player: Works effectively as part of a team to achieve shared objectives and goals.
- Adaptive and flexible: Easily adjusts to changing priorities and requirements in dynamic environments.
- Continuous learner: Actively pursues ongoing professional development and growth to stay updated with industry trends and advancements.
Languages
English
Full Professional
Affiliations
Technology Trends Facing 2023 l Beyond the firewall 2022 l Unite Melbourne 2019 l Job Fair' 18 l Intel Expo 2016 l Python l Tech Meetups l Web Design l Cyber Security Trends
References
References available upon request.
Interests
Cyber Security
IT Administration
Web Design
Timeline
On-site Technician - Glow Green Pty Ltd
08.2023 - Current
IT Service Desk Analyst - Department of Transport
06.2022 - 06.2023
Desktop Support Technician - Attorney General's Department
03.2021 - 05.2022
Field Service Technician - APCD Pty Ltd
01.2019 - 02.2021
Sales Representative Team Leader - Foxtel
02.2016 - 02.2019
Performance Education - Professional Year, ACS
NMIT - Bachelors, Information Technology
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementPersonal development programsTeam Building / Company RetreatsCompany CultureSimilar Profiles
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