Shaveen Sharma
Upper Mount Gravatt,QLD
Summary
Dedicated IT professional with a strong background in providing technical support and assistance to users. Experienced in answering, evaluating, and prioritizing incoming requests for assistance related to hardware, software, networking, and other computer technologies within SLA guidelines. Proficient in documenting issue resolutions, preparing statistical reports for incident analysis, and ensuring IT security compliance through system configurations and endpoint protection measures. Skilled in administering Windows AD user accounts and Exchange services while also managing access control systems and biometric solutions. Capable of providing L1/L2 support for various IT applications such as O365, SCCM, VMware V-Sphere, storage systems, server maintenance & compliance management. Proven track record of successfully managing IT infrastructure projects with a focus on process compliance and effective reporting.
Overview
11
11
years of professional experience
10
10
Certification
Work History
IT Helpdesk Engineer
Digicel Pacific
01.2023 - Current
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, PBX phones and other computer-related technologies as stated by the SLA
- Ensure that all request logged within the IT Help Desk Application have appropriate contact details for requestors as well as appropriate details of the problem being experienced by the users and any steps that have been taken in an attempt to resolve the issue so far
- Contacting 2nd and 3rd level support for critical issues (that are not able to addressed, in order to coordinate communications to be distributed to customers via SMS and Email
- Tracks all request submitted to the Helpdesk in order to provide updates and resolution to requesters
- Document resolution to common known problems and post to SharePoint service Desk and Shared Drive
- Confirm with requesters if issue submitted was resolved
- Prepares standard statistical reports, such as help desk incident reports and analyzes, evaluate these reports to make recommendations to reduce help line incident rate
- Provide administration for Windows AD user accounts and Exchange
- Maintain Inventory of IT equipment and Consumables
- IT Security Improvement: Ensure all system are built with Telstra's standard Configuration, have Endpoint Protection installed and up to date with latest signatures
- RMS, Bit locker and other security tools operational at all times
- Managing Access Control and Biometric systems
- Camera Monitoring and Reporting
- Wireless Guest Pass management
- Asset Management, Asset allocation, Onboarding/Off boarding, Effective alert & Monitoring process and keeping 100% accurate update of IT inventory
- Innovate to bring efficiency in the organizational processes to serve better for customers
- IT support for all the Digital & Enhancement initiatives by Organization
- L1/L2 support using other IT application like O365, One login, Proof point, Mail meter, SCCM and other IT applications implemented by IT Department
- Support all IT helpdesk related projects initiated by IT department
- Windows AD, DNS, DHCP
- Office 365, Mail meter and OneLogin
- MS SCCM and SCOM
- VMware V-Sphere and Vxrail Environment
- Storage Systems (Dell, EMC, Hitachi, etc.) and FC Switches
- HPE, Dell and other Physical Servers
- Data Center Maintenance & Compliance management
- IT & Security Process Compliance
- Monitoring Systems, SolarWinds NPM, VM Manager, HPE OneView, Dell ESRS and Enterprise manager
- IT infrastructure project management, regular & effective reporting
- Fast learner
- Good command of oral and written English
- Good team player
- High integrity and time
IT TECHNICIAN
FNU
01.2014 - 01.2023
- Provide Network support for Western side
- Upgrade antivirus, patches and software upgrade to maintain performance and security of equipment
- Install monitoring software to enable monitoring of all student use PC's (Labs and Libraries)
- Provide quality service to student and staff within the campus including Student Management System
- Installation and regular testing of Access Points
- Maintain and provide daily support for Telephone System
- Setup of Video Conference and Live Lecture system for the campus
- To participate in training and development programs in the area of expertise
- Ensure ICT services (internet, email, student services and staff services) are always and available
- Maintaining ICT computer labs, to ensure all the services are available for students
- Provide end user support (technical and problem) for all ICT services on the campus
- Installation and Configuration of Microsoft O365
- Monitoring of student PC usage in Labs and Library using appropriate software and reporting concerns to immediate supervisor
- Providing full Network Technology for the whole campus
- Configuration and installation of network routers and switches.
IT SUPPORT OFFICER
Newworld Fiji Limited
01.2012 - 01.2014
- Active Directory (2008) - maintaining user roles
- Building servers of branches
- Extract all the branches DTS and do the Validation
- Format PC's of users and the branches if it has any problems
- Installing software's
- Managed the entire IT problem in all the branches and to all the users in the Head Office
- NAS
- Networking
- Set up networks for the computers to Files and Internet Connectivity
- Troubleshoot the computers if it had any problems
- Update DTS and sales of all shops
- Work in the main servers (domain server, exchange sever, database server and SQL server
- Working on Windows servers 2003 and 2008.
Education
Bachelor of Information System - Information Technology
Fiji National University
Fiji National University12.2025
Diploma: Applied Computing -
Fiji National University
01.2011
Secondary School -
A.D Patel College
01.2009
Primary Education -
Tagore Memorial School
01.2005
Skills
- System Troubleshooting
- Computer Skills
- Critical Thinking
- Team building
- Excellent Communication
- Multitasking
- Work Planning and Prioritization
- Technical Drawings
- IT skills
- System Integration
- Quality Control
References
- Mr. Charanjeet Singh, IT Regional Leader (Western & Northern) (Fiji National University),
+6799927054, Email: charanjeet.singh@fnu.ac.fj
- Mr. Jaishiv Singh, Manager - IT Applications,
+6797015311, Email: jaishiv.singh@digicelpacific.com
- Mr. Jagendra Kumar, Head of IT Infrastructure,
+6797017999, Email: jagendra.kumar@digicelpacific.com
Hobbies and Interests
- Playing soccer
- Listening to Music
- Watching Movie
- Making friends
- Socializing
- Doing Artistic work
- Passion for IT
- Helping people
- Solving IT-related issues
Certification
Fortinet Network Security Expert Level 1: Certified Associate
Windows Server 2016 Administration
Introduction to Cybersecurity
Cisco Cybersecurity Essentials
CCNA: Switching, Routing, and Wireless Essentials
System Administration: Backup and Recovery (2020)
DELL VXRAIL ADMINISTRATION
Microsoft System Center Configuration Manager (SCCM)
Timeline
IT Helpdesk Engineer
Digicel Pacific
01.2023 - Current
IT TECHNICIAN
FNU
01.2014 - 01.2023
IT SUPPORT OFFICER
Newworld Fiji Limited
01.2012 - 01.2014
Bachelor of Information System - Information Technology
Fiji National University
Diploma: Applied Computing -
Fiji National University
Secondary School -
A.D Patel College
Primary Education -
Tagore Memorial School
Fortinet Network Security Expert Level 1: Certified Associate
Windows Server 2016 Administration
Introduction to Cybersecurity
Cisco Cybersecurity Essentials
CCNA: Switching, Routing, and Wireless Essentials
System Administration: Backup and Recovery (2020)
DELL VXRAIL ADMINISTRATION
Microsoft System Center Configuration Manager (SCCM)
Similar Profiles
Mohammed SakeemMohammed Sakeem
Manager Accounts Receivables & Treasury at Digicel PacificManager Accounts Receivables & Treasury at Digicel Pacific
Krishneel CHandKrishneel CHand
Senior IT System Administrator at Digicel PacificSenior IT System Administrator at Digicel Pacific
Reenum GoundenReenum Gounden
Creative Content Project Lead at Digicel PacificCreative Content Project Lead at Digicel Pacific