Shiva Ram Bharati
Riverstone,Australia
Summary
Tech-savvy IT Support Analyst with more than four years of experience in configuring, installing, and maintaining computer and computer related issues. Well-versed in efficiently resolving issues and tickets with highest standard of service and support. My current work experience includes working with ticketing system software, O365 administration, Active Directory troubleshooting and providing technical support to the end user using excellent customer service skills. I have a proven ability to analyze and resolve any IT issue in a timely manner and now looking for the better opportunity to work as IT Support / Service Desk Level 2/3 where there is a prospect to learn and contribute with my skills and knowledge.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Support Analyst
BG&E Private Limited
Millers Point, NSW
02.2023 - Current
- Assist in supporting on premise and cloud infrastructure platforms
- Leading and contributing to Technology and Communication improvements projects
- Perform application installation and configuration and system updates while adhering to ITIL frameworks
- Liaising with vendors on application and hardware related issues as a part of infrastructure maintenance
- Demonstrating high level of communication and support to business stakeholders to maintain business confidence in application support
- Monitoring and supporting the licenses for engineering and designing software products
- Assist in responding and remediating any severity 1 ICT issues affecting all or part of the organization
- Assist in the incident response process for maintaining system security, maintaining network and business application
- End-point protection monitoring and remediation by using the available SecureWorks platforms like Taegis XDR and Taegis VDR
- Monitoring and responding to network issues and escalating to senior engineers if necessary
- Contributing to maintaining technical documentation, knowledge base articles of different networks, application and security related issues, procedures and policies that are critical to the business
- Working closely with the broader ICT team to support upcoming projects work to improve the business systems
- Administration and troubleshooting of Office365 applications including Teams, SharePoint Online, Exchange Online
- Any other items reasonably requested by the Board members, ELT, and Business managers
- Skilled at working independently and collaboratively in a team environment.
Desktop Support Officer
NSW Health
06.2022 - 12.2022
- Provide Level 1/ 2 end user support for hardware and software issues using ServiceNow ITSM and other available tools to the South-West Sydney Local Health District hospitals and staff members
- Configure different types of hardware desktop, laptop, printers, wrist band printers, AIO, and tablets
- Deploy SOE (Standard Operating Environment) on Laptop, desktop, tablets AIO using SCCM
- Deploy Software/Application using SCCM on required devices
- Installed third party software/application on user computers for different departments and liaised with application/software vendor for further assistance on installation or issues
- Deploy Citrix based application EMR, Power Chart, First Net, Surginet, EMR Appbar for end users using security groups and SCCM
- End user support to different devices in Emergency department, Patients Wards, Corporate users, Executive users at multiple Southwest Sydney Local Health District hospitals Support different types of hospital critical devices/ systems such as Down Time viewer computers, patients Journey Board system, and Workstations on wheels
- Configure VPN remote access account for users and assist them with any remote connection issues
- Create and maintained user accounts with appropriate access right to security groups and resources using Active Directory Managed computer objects, and Security Groups using Active Directory, and Active Directory management tools such as Active Roles Liaised with different types of users including Clinicians, Ward Clark, Nurse Unit Manager, Registered Nurse, and Executive users
- Process hardware purchase request by end users on NSW health procurement systems
- Process software procurement requests from different departments by liaising such requests with third party vendors.
Desktop Support Analyst
Steadfast Group Limited
11.2021 - 05.2022
- First point of contact for all new and existing ICT support requests, ensuring that all requests are logged in and updated in the Freshservice ticketing system
- Prioritize incoming tickets based on different levels of urgency and provide support to the end user, including delivering white glove IT support to the executives and shareholders
- Active Directory administration for users and workstations and provide File server administration by managing access to Files / Folder using the security groups
- Office 365 administration to the user accounts including licensing, password expiry and other login issues
- Managing user mailbox, shared mailbox, groups, and resource mailbox using Exchange online
- Phone system (FUZE) administration in relation to setting up the user account, queue, and call flow management
- Set up Microsoft Teams Meeting Rooms using Yealink video conferencing devices and perform regular audio video checks to make sure they are functioning properly
- Pushing the software application requested by the end users by using the server management tool called Desktop Central Machine Assisting user with Citrix DaaS and Citrix Workspace login and shared network drive access issues Check Email Security System (Darktrace) for blocked emails with attachments and suspicious links, analyze the severity of risk by consulting with Security Team and release the email if it is legitimate
- Back up the user profile during staff termination and freshly re-image the laptop with the available network image (PXE over IPV4) for production and development environment From time to time attend onsite issues raised by the users regarding printers, monitors and docking station issues, and other workstation setup support they need.
Education
Master of Information Technology -
Central Queensland University
Sydney, NSWBachelor of Computer Application -
Pokhara University
NepalSkills
- Ticketing System : Fresh Service, Jira Service Desk, Service Now
- Remote Monitoring Tools: Manage Engine, Desktop Central, Team Viewer, SolarWinds N Central, Remote PC, Zoho Assist, SCCM Remote Control
- Platform: Azure Active Directory, Active Directory and Domain Services, System Center Configuration Manager
- Communication System: Microsoft Teams, Webex Meetings, Zoom Meetings
- Mobile Device Management: Cisco Meraki, ManageEngine Mobile Device Manager Plus
- Operating Systems: Windows, MacOS, Android, IOS
- Virtual Systems: VMware ESXi 67, VirtualBox, Hyper V
- Antivirus and E-mail Security: Darktrace, Trend Micro, Secureworks
- Audio Video Setup: Microsoft Teams Meeting Room, Board Room, Windows Wireless Connect
- Phone Systems: Alcatel-Lucent Omni Vista, Fuze System, Microsoft Teams Calling
- Backup Software: Profcopy, Veeam Backup for Office 365, Veeam Backup and Replication
- Server Management, Windows Server 2016, Windows Server 2019
- Hardware Knowledge: Router and switches, Desktops, Laptops, Network printers, Label printers, Scanners
- Mobile devices
- Troubleshooting Network Issues: TCP/IP, LANs / WANs, Wireless/ VPN (FortiClient, Big IP), Netskope
- Virtual Desktop Infrastructure: Citrix Workspace, Citrix DaaS
- Server Knowledge: File Server, Mail Server, Domain Controller, DNS, Application Server, DHCP Server, Proxy Server
- Documentation Development: Knowledge base, Canned response
Certification
- ITILv4 Foundation - IT Service Management
- SC-900 [Microsoft Security, Compliance and Identity Fundamentals]
References
References available upon request.
Timeline
IT Support Analyst
BG&E Private Limited
02.2023 - Current
Desktop Support Officer
NSW Health
06.2022 - 12.2022
Desktop Support Analyst
Steadfast Group Limited
11.2021 - 05.2022
Master of Information Technology -
Central Queensland University
Bachelor of Computer Application -
Pokhara University
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