Summary
Overview
Work History
Education
Skills
Tools
Timeline
Generic

Shah B

Melbourne,VIC

Summary

Experienced Desktop Support Analyst with 3+ years in IT support, excelling in Incident Management, Asset Management, and Customer Support. Demonstrated success in managing a high-volume Service Desk, handling 20+ daily calls. Proven expertise in vendor relationship management, collaborating on government projects, and seamlessly integrating with diverse business units. Thrives under pressure, consistently delivering effective solutions. Strong communication and decision-making skills, complemented by valuable sales experience.

Overview

7
7
years of professional experience

Work History

IT Service Desk Analyst

Department of Transport
Adelaide, SA
06.2022 - 05.2023
  • Provided remote assistance to 20+ customers when required via phone, email and walk-in Users.
  • Resolved issues on initial call 90% of time using experience, knowledge base, skills, and team resources.
  • Coordinated with Vendors & Business Units regarding service desk activities such as system outages or hardware and software changes.
  • Analyzed customer service data to identify areas needing improvement in the IT environment.
  • Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.

Desktop Support (Asset Management)

Attorney General's Department
Adelaide, SA
03.2021 - 12.2022
  • Delivered local and remote Tier 1 & 2 IT support for hardware and software to company personnel.
  • Managed inventory levels by tracking assets using a computerized system.
  • Purchases and installs IT hardware and software. Ensures completion of work orders in the IT ticket management system.
  • Assisted in the preparation of budgets for capital expenditures and operational costs associated with assets.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Provided guidance on asset allocation models based on individual goals or objectives.

Desktop Support Technician

APCD Pty Ltd
Melbourne, VIC
02.2019 - 01.2020
  • Installed new systems and components according to service orders.
  • Network Hardware and Software Installation / Upgrading with Data Backups & Restore with installations of applications.
  • Configured employees' work stations, including all hardware, software and peripheral devices.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Conducted training sessions for end users on basic use of software applications like MS Office Suite.

Sales Representative

Foxtel
Melbourne, VIC
02.2016 - 02.2019
  • Generated leads through Door Knocking, Kiosk and referrals.
  • Followed up with customers after sale and delivery to ensure satisfaction and resolve any issues that arise.
  • Negotiated prices and set up contracts to finalize sales agreements.
  • Adhered strictly to all applicable laws governing business operations in assigned territory.
  • Provided training sessions for new staff members on sales processes and procedures.
  • Maintained open communication with leadership to facilitate business development.

Education

Bachelors in - Information Technology

Melbourne Polytechnic
Prahran, VIC
2019

Some College (No Degree) - Professional Year (ICT)

Performance Education
Melbourne, VIC

Skills

  • Incident Management
  • Asset Management
  • Application support
  • Security awareness
  • Network configuration
  • Virtualization Technologies
  • End-User Training
  • Vendor coordination
  • Patch management
  • Mobile Device Management
  • Promotional support
  • Contract Preparation

Tools

  • Systems: Windows 7/10/11, MS Server, Back Track & Linux.
  • Applications: Office 365 & Exchange, Slack, & Zendesk.
  • Service Desk: CX One, Jabber, Service Now, SCCM, Active Directory & Citrix, Jira & Zendesk.
  • Networking: GNS3, Packet Tracer, VPN Setup & DNS lookup.
  • Virtualization: Virtual box, Hyper-V & VMware.

Timeline

IT Service Desk Analyst

Department of Transport
06.2022 - 05.2023

Desktop Support (Asset Management)

Attorney General's Department
03.2021 - 12.2022

Desktop Support Technician

APCD Pty Ltd
02.2019 - 01.2020

Sales Representative

Foxtel
02.2016 - 02.2019

Bachelors in - Information Technology

Melbourne Polytechnic

Some College (No Degree) - Professional Year (ICT)

Performance Education

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Shah B