Sujan Gautam
Toowong,QLD
Summary
At The Star Entertainment Group, I have excelled as a Service Operations Analyst, leveraging ServiceNow as a tool to enhance service efficiency significantly. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organisational objectives with dedication and enthusiasm.
Overview
1
1
year of professional experience
Work History
Service Operations Analyst
The Star Entertainment Group
03.2024 - Current
- Collaborated with the team to monitor service performance, escalate issues, and ensure adherence to SLAs (Service Level Agreements).
- Supported team leaders and associated team members to operate system functionality.
- Provided proficient customer support during incidents and requests are addressed promptly and effectively following ITIL standards.
- Conduct root cause analysis for recurring service issues, develop corrective action plans, and implement process improvements to reduce operational delay.
- Manage incidents, changes, and requests by monitoring and operating the Service-Now tool appropriately.
- Conducted planned tasks during incidents such as stopping/starting of services within a server and their basic level of troubleshooting.
Education
Bachelor of Science - Information Technology
Southern Cross University
Coolangatta, QLD12-2022
Skills
- Service Management Tools: ServiceNow
- Data Analysis Tools: Excel
- Communication management Tool: Avaya
- Multitasking Abilities
- Communication Skills
- Team building
- Team Leadership
- Customer Service
- Problem-solving aptitude
- Professionalism
- Software troubleshooting
- Escalation management
Timeline
Service Operations Analyst
The Star Entertainment Group
03.2024 - Current
Bachelor of Science - Information Technology
Southern Cross University
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