Sukhpal Hundal
Melbourne
Summary
Service desk analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
3
3
years of professional experience
Work History
Service Center Analyst
INTERACTIVE PRIVATE LIMITED
06.2023 - Current
- Providing Level 1 and 2 support through phone, emails and remote desktop functionality to resolve issue.
- Respond,restore,resolve or escalate incident tickets within SLA's.
- Managing users account and devices via Active directory on prem, Microsoft Azure AD, Microsoft admin centre.
- Installing and configuring hardware and software such as adding device into autopilot, device set up for work or school.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
Service Desk Analyst
DATACOM
07.2022 - 02.2023
- Provided comprehensive technical support to New Zealand's one of the biggest Government Department Ministry of Business, Innovation & Employment with 4000+ users.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Engaged in user support interactions via telephone, chat and email platforms.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
Service Desk Analyst
WOWROX LIMITED NEW ZEALAND
02.2021 - 06.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Configured hardware, devices, and software to set up work stations for employees.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
Education
MBA - Marketing Management And Research
Punjab Technical University Nakodar, Punjab
05.2013
Post Graduate Diploma in Computer Applications -
Guru Nanak Dev University Amritsar
Punjab04.2011
Skills
- Effective communication
- Customer Service
- Desktop Support
- Problem solving
- Hardware and Software Configuration
- Knowledge of Azure, Microsoft admin centre and Endpoint
- Technical Support
- Multitasking and Organization
Additional Information - Interest
- Love to upskill myself to stay competitive as per job demands.
Timeline
Service Center Analyst
INTERACTIVE PRIVATE LIMITED
06.2023 - Current
Service Desk Analyst
DATACOM
07.2022 - 02.2023
Service Desk Analyst
WOWROX LIMITED NEW ZEALAND
02.2021 - 06.2022
MBA - Marketing Management And Research
Punjab Technical University Nakodar, Punjab
Post Graduate Diploma in Computer Applications -
Guru Nanak Dev University Amritsar
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