Suriya Palanivel
IT Service Delivery Analyst
Adelaide
Summary
Driven by a passion for seamless IT operations and a commitment to end-user satisfaction, I am an IT Service Delivery Analyst with a proven ability to bridge the gap between complex technology solutions and real-world user needs. With extensive experience in IT support and operations, I have developed expertise in SCCM, PowerShell, ServiceNow, Configuration Manager Console, and advanced remote management tools. My skills extend to optimizing system performance, automating tasks, and troubleshooting issues across large-scale IT environments. Whether it's managing device lifecycles, diagnosing software conflicts, or enhancing service delivery processes, I leverage both my technical expertise and strong communication skills to ensure seamless user experiences. Eager to join BHP's team, I am excited to contribute to operational technology success, drive continuous service improvement, and maintain a high standard of system reliability in a safe, dynamic environment.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
IT Service Delivery Analyst
TAFE SA
10.2023 - Current
- Proactively managed end-user services, including machine imaging, network troubleshooting, software troubleshooting, Active Directory management, installs, and upgrades, providing effective technical support for a diverse range of devices.
- Worked within ServiceNow to prioritize tickets, resolve incidents, and manage service requests, ensuring a high level of customer service and efficient issue resolution.
- Troubleshot and optimized SCCM performance, ensuring smooth software deployments and timely issue resolutions for hardware and software issues, aligned with service level agreements (SLAs).
- Provided remote management solutions to support end-users, including troubleshooting across distributed environments and utilizing PowerShell for system configuration and task automation.
- Collaborated with cross-functional teams, contributing technical input on major system upgrades and migrations, ensuring compliance with industry standards and enhancing operational efficiency.
- Ensured system and device compliance by maintaining accurate records and providing expert support for system design and testing to meet both internal standards and regulatory requirements.
- Assisted in preparing compliance reports and conducting system-wide upgrades to improve service delivery and reduce operational risk.
- Engaged with stakeholders to deliver advice on system efficiency and ensure that systems and processes aligned with long-term strategic goals.
ICT Intern
City of Victor Harbor Council
05.2023 - 09.2023
- Assisted in managing ICT helpdesk operations, including troubleshooting hardware/software issues and creating user accounts on local domain controllers and Active Directory.
- Provided hands-on support for end-users, addressing system issues related to networks, printers, and peripherals, ensuring quick resolution in line with SLAs.
- Assisted in the implementation of a new corporate system, helping to optimize the system’s integration and performance for future operations.
- Worked alongside senior IT staff to manage inventory and document hardware/software issues, contributing to the improvement of internal IT processes.
Technical Support Officer
UNITI Group Ltd
03.2023 - 06.2023
- Troubleshot technical problems related to internet connectivity, email, and various ISP services, providing timely solutions and guidance to customers.
- Assisted customers with network setups and configurations, ensuring they had the correct configurations for smooth connectivity and operation.
- Updated customer accounts and documented technical issues, maintaining accurate records for future reference.
- Developed scripts for automating routine IT tasks, enhancing operational efficiency and reducing manual workloads.
Assistant Manager
Peregrine Corporation
09.2022 - 03.2023
- Managed daily store operations and directed sales floor activities, ensuring excellent customer service and resolving store-level issues promptly.
- Oversaw personnel management, including hiring, training, and mentoring staff to ensure optimal team performance and goal achievement.
- Worked closely with corporate management to develop and implement marketing and advertising strategies aimed at maximizing sales and profitability.
Customer Support and Service Engineer
V.K. Technologies
07.2018 - 12.2018
- Installed and diagnosed equipment defects, collaborating with technicians to repair and maintain product performance.
- Worked with clients to resolve technical issues through diagnostic tests and ensured equipment operated correctly.
- Provided preventative maintenance by visiting client sites for upgrades, tests, and diagnostics to minimize downtime.
Education
Master of Information Technology -
Flinders University
Adelaide, SA 07.2019 - 08.2021
Bachelor of Science -
NGP College of Science
Coimbatore 06.2015 - 06.2018
Skills
- End-User Support
- IT Operations
- ServiceNow
- Incident management
- SCCM
- PowerShell
- Configuration management
- Software deployment
- Troubleshooting
- Active Directory
- Network access control
- Remote Management
- Compliance
- Reporting
- Collaboration
- Teamwork
Service level management
Timeline
IT Service Delivery Analyst
TAFE SA
10.2023 - Current
ICT Intern
City of Victor Harbor Council
05.2023 - 09.2023
Technical Support Officer
UNITI Group Ltd
03.2023 - 06.2023
Assistant Manager
Peregrine Corporation
09.2022 - 03.2023
Master of Information Technology -
Flinders University
07.2019 - 08.2021
Customer Support and Service Engineer
V.K. Technologies
07.2018 - 12.2018
Bachelor of Science -
NGP College of Science
06.2015 - 06.2018
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