Shrey Takkar
IT ANALYST
Melbourne
Summary
Highly organised and solutions-driven professional with proven expertise across all phases of the Software Development Life Cycle (SDLC), process optimisation, technical operations, and project management. Known for strong problem-solving and decision-making capabilities that drive continuous organisational improvement.
Experienced in delivering innovative solutions to complex, large-scale projects while guiding cross-functional teams to achieve high-quality outcomes. Combines strong technical knowledge with effective communication, leadership, and advisory skills.
Holds Australian citizenship with full work rights and is proficient in English.
Overview
14
14
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Senior Support Product Specialist (Full Time)
WiseTech Global
07.2019 - 08.2025
- Provide support to various onsite engineers with respect to troubleshooting an issue and providing the required information for various network components.
- Delivered exceptional helpdesk support including both reactive (inbound) and proactive (outbound) assistance, resolving user access and usage issues swiftly to minimize downtime.
- Acted as a SPOC for all IS-related hardware requests and inventory management at the Melbourne office; liaised with Sydney team for efficient onboarding/offboarding.
- Conducted root cause analysis and engaged with developers to fix recurring issues (e.g., Request-related bugs), enhancing system stability.
- Maintained and improved security compliance across the team by reinforcing best practices around password sharing and system access.
- Implemented AutoStack background application service, reducing average service/application downtime from 25 minutes to under 2 minutes, improving overall system availability.
- Introduced voicemail functionality via Microsoft Teams Queues, enabling asynchronous customer support where none existed previously, significantly enhancing user experience and response efficiency.
- Streamlined division code configurations across multiple sites, cutting incident resolution time from 30 minutes to just 2 minutes, resulting in faster monitoring and alert response.
- Developed and deployed OAuth scripts, ensuring systems align with latest security and compliance standards, improving authentication security and audit readiness.
- Documented Standard Operating Workflows (SOWs) to improve knowledge sharing and support efficiency.
Network Communications Engineer (Contractual)
NBN Co
10.2018 - 06.2019
- Provide support to various onsite engineers with respect to troubleshooting an issue and providing the required information for various network components.
- Responsible for providing technical support over phone to Field technicians on scheduled upgrades and outages on HFC network
- Created, diagnosed and resolved Network Incident tickets and also provided regular status updates adhering to network and customer SLAs Proactively updating the clients for ongoing issues and any outages
- Actively monitored and responded to Service Requests, Change Requests, Held Orders and Access Seeker updates
- Coordinating with internal teams and expediting the resolution of any incident or change requests
Service Desk Agent (Full Time)
3Dynamics Pty Ltd
02.2018 - 09.2018
- Provided technical support for several different client environments across Mac and Windows platforms, for workstations and associated peripherals, in a fast-paced environment.
- Identify, diagnose and resolve problems/issues for end-user workstations (desktops/laptops), network or local printer, PC hardware and software (applications), e-mail, Internet, VPN and local-area network access, server services, server drive space, validation of server error messages for escalation, and any other new computer technology as reasonably introduced.
- Monitor and respond within SLA to requests received through the ticketing system
- Set up and assist in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
- Contacting third-party vendors for warranty service repair and dispatch. Where computer equipment is not covered by third party maintenance agreements, advise Help Desk manager and if/when directed/required, perform minor desktop hardware repair
- Perform hardware upgrades to computer equipment where directed with supplied hardware
- Act as remote hands for tech staff onsite as needed
- Assist in creating materials for end-user FAQ and procedural knowledge base articles
- Provides assistance to other staff with problem research and documentation
- Support and train end-users in a wide range of software applications as needed
Help Desk Analyst (Contractual)
NCR Australia Pty. Ltd
01.2018 - 02.2018
- Provided technical support in deploying software upgrades to 7-Eleven stores across Australia by remotely logging to each store and performing the upgrade.
- Managed more than 150 stores
- Updated fuel prices for every store
- Coordinated amongst team members to ensure timely upgrade
IT Support Analyst (Contractual)
Royal Automobile Club of Victoria (RACV)
07.2017 - 08.2017
- Integral team member in migration of IBM Lotus Notes to Microsoft Outlook (Office 365) and providing technical support via phone, email and remote logging.
- Supported more than 500 users in moving archive files (.nsf format) from local to central network location
- Ensured verification of archive file properties (encryption status, path redirection, updating file permissions, etc.)
- Provided daily status updates to Project Management Office Manager
Assistant Manager (Full-Time)
Myka Home
11.2016 - 07.2017
- Accountable for providing excellent customer service in store, addressing customer concerns and managing vendors’ communication. Maintained store’s website and provided IT support.
- Interacted with approximately 25 customers daily, building strong customer base through providing personalized guidance on products and services
- Achieved sales targets by consistently promoting products and services
- Worked in warehouse and as part of delivery team ensured timely delivery of products
- Maintained and updated delivery, warranty, sales and promotion policies
- Designed, developed and maintained the entire store’s website including inventory management, digital marketing and basic SEO implementation
IT Analyst (Full-Time)
Tata Consultancy Services Ltd
03.2011 - 04.2016
- Successfully collaborating with both colleagues and customers in the execution and delivery of projects, received several honors for excellent contribution to organisation.
- Effectively handled the maintenance and optimisation of Data Warehouse components on Teradata; worked with a team of 15 personnel
- Created and modified corporate reports that facilitated meaningful information delivery to the customer on SAP Business Objects reports/universe
- Developed Informatica mappings and workflows and ensured strict adherence to quality standards/guidelines set by TCS and client for configuration.
- Developed and tested UNIX shell scripts for handling various business functionality while preparing business requirements and respective documents
- Answered technical user queries and queries related to functional capabilities of various applications
- Managed administration tasks for both Teradata and Informatica
- Integral part in upgrading Informatica from 9.1 to 9.5 and Teradata migration from v12 to v13
Education
Bachelor of Technology - Electronics and Communications Engineering
Uttar Pradesh Technical University
01.2010
Skills
Operating Systems - Windows 7, 8, 10, 11, Red Hat Linux, macOS High Sierra
Windows Server - Server 2008 R2, Server 2012 R2, SBS 2011, MS Azure, Active Directory, AD Module for Windows PowerShell, Exchange Management Console (MS Exchange Server), Exchange Management Shell, Exclaimer Console (Mail Disclaimers)
Service Desk Tools – ServiceNow, AutoTask Professional Services Automation (PSA), BMC Remedy Service Desk, Genesys Workspace, Zendesk, CargoWise
Supporting Tools - Microsoft Office (365), Microsoft Project, Microsoft Visio, HP Application Lifecycle Management (ALM), Erwin Data Modeler, StorageCraft ShadowProtect, MailGuard
Customer engagement
Product training
Business analysis
Database management
High technical skills
Product documentation
Excellent positive attitude
Problem-solving
Teamwork and collaboration
Collaborative team player
Highly professional
Attention to detail
Technical troubleshooting
Certification
AWS Certified Cloud Practitioner
Accomplishments
- Received "Star of the Month" award for implementing Teradata Statistics Wizard
- Earned "On the Spot" awards for various contributions to TCS
- Optimised queries and achieved improvement of approximately 98%
- Functioned as Security Team Lead, Induction coordinator and Outbound training coordinator at TCS
- Received appreciations from clients for providing on-time services/troubleshooting
- Mentored and trained team members both in terms of functional and professional development
Training
- Conducted training on Defect Prevention and Causal Analysis at TCS, India
- Conducted training on Data Warehousing Concepts at TCS, India
- Conducted training on Teradata Tools and Utilities at TCS, India
ATTRIBUTES
- Time Management Skills
- Problem Solving
- Customer Service
- Strong Communication
- Bilingual
- Goal Orientated
- Self-Motivated
- Adaptability
Timeline
Senior Support Product Specialist (Full Time)
WiseTech Global
07.2019 - 08.2025
Network Communications Engineer (Contractual)
NBN Co
10.2018 - 06.2019
Service Desk Agent (Full Time)
3Dynamics Pty Ltd
02.2018 - 09.2018
Help Desk Analyst (Contractual)
NCR Australia Pty. Ltd
01.2018 - 02.2018
IT Support Analyst (Contractual)
Royal Automobile Club of Victoria (RACV)
07.2017 - 08.2017
Assistant Manager (Full-Time)
Myka Home
11.2016 - 07.2017
IT Analyst (Full-Time)
Tata Consultancy Services Ltd
03.2011 - 04.2016
Bachelor of Technology - Electronics and Communications Engineering
Uttar Pradesh Technical University