TRISHNA DULAL
Rosehill
Summary
Results-driven Business Information Systems graduate with a strong foundation in Systems Analysis and Design, Database management, and a passion for leveraging technology to optimize business processes.
Excited to apply analytical and problem-solving abilities in a collaborative environment. Skilled in SQL and Excel, along with experience in providing first level of IT support.
Quick learner with strong communication skills seeking an entry in Business/Data Analytics to leverage knowledge and skills for impactful contributions.
Overview
6
6
years of professional experience
Work History
Service Desk Analyst
Harvey Norman Holdings
02.2024 - Current
- Provide first-level IT support to end users in Australia, New Zealand, Ireland, Singapore, and Malaysia. Offer assistance via phone and email to ensure prompt responses and issue resolutions in line with the organization's SLAs.
- Work collaboratively with inter-disciplinary teams in a group environment to
troubleshoot issues and devise effective solutions. - Work independently with minimal supervision, consistently adhering to a flexible schedule including weekends, evenings, and public holidays.
- Oversaw and responded to critical incidents during after-hours shifts, collaborating with on-call technical teams to diagnose issues and implement effective resolutions in a timely manner.
- Responsible for the training and onboarding of new team members while guiding existing staff through policy and procedure updates to ensure team-wide compliance and alignment.
- Provided Level 2 support for the Service Desk, including but not limited to:
- User Provisioning: Managing the creation, modification, and termination of user accounts and access.
- Email Processing: Monitoring and resolving emails from end-users to ensure efficient service delivery.
- Duty Coordinator: Handling tickets escalated beyond first-contact resolution.
- Incident Management: Rapidly addressing and resolving major incidents to minimize system downtime.
Salesperson
Harvey Norman, Castle Hill
08.2021 - 05.2024
- Consistently achieve and exceed monthly sales targets, resulting in significant increase in revenue for the department.
- Provide exceptional customer service by actively listening to customer needs and recommending appropriate products, resulting in 20% increase in customer satisfaction ratings.
- Built relationships with customers and community to promote long term business growth.
- Collaborate with team members to create visually appealing product displays, leading to significant increase in product visibility and sales.
- Utilize strong product knowledge to answer customer inquiries and provide accurate information, that led to vast decrease in customer complaints.
- Assist in inventory management, ensuring accurate stock levels and timely replenishment preventing out-of-stock situations.
- Actively participate in ongoing product training sessions to stay updated on the latest features and benefits, enabling effective product demonstrations to customers.
- Coached new hires on sales techniques, contributing to their development as successful team members.
Barista
Shingle Inn
01.2020 - 03.2022
- Operated espresso machines and commercial coffee brewers to create beverages.
- Trained new employees, sharing knowledge and expertise of coffees, teas, latte arts
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Streamlined ordering process, reducing wait times and increasing customer satisfaction.
Team Leader
McDonald's
03.2019 - 05.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Mentored junior employees to improve performance, food safety, and customer service.
- Collaborated with team members to complete tasks quickly during peak hours, minimizing wait times for customers.
Education
Professional Year -
Australian Technical And Management College
Sydney, NSW04.2025
Bachelors - Business Information Systems
Asia Pacific International College (APIC)
Parramatta, NSW12.2021
Advanced Diploma - Information Technology And Network Security
Australian Harbour International College
Sydney, NSW03-2020
Diploma - Information Technology Networking
Australian Harbour International College
Sydney, NSW05.2019
Skills
Technical Skills:
- SQL, Microsoft Excel: Office 365
- Operating System and IT Infrastructure – Windows, MacOS, Windows Servers, Active Directory, SCCM deployment, Lansweeper, Desktop/Printing Support, POS Systems
- System Monitoring: Server, Datahub
- IT Service Management and Tools: ServiceNow, Microsoft 365, Knowledge Management, Sharepoint Online
- Project Management & Collaboration: Microsoft Teams,- Confluence, MS Teams
- Cloud and Distributed Computing: Amazon Web Services, MS Azure
- UAT – User Acceptance Testing
- DrawIO and Lucid Chart
Transferrable Skills:
- Familiar with business process modelling and optimization techniques, with the ability to identify inefficiencies and propose solutions
- Incident Management, which entails promptly addressing and resolving major incidents for Stores and Corporate to minimize downtime and ensure business continuity
- Risk Management,
- Negotiations, and Relationship Building with Clients and Stakeholders
- Strong analytical and problem-solving skills,
- Excellent communication and interpersonal, able to collaborate effectively with cross-functional teams
- Organization and time management, able to prioritize tasks and meet deadlines
- Understanding and Managing emotions of oneself and others
Timeline
Service Desk Analyst
Harvey Norman Holdings
02.2024 - Current
Salesperson
Harvey Norman, Castle Hill
08.2021 - 05.2024
Barista
Shingle Inn
01.2020 - 03.2022
Team Leader
McDonald's
03.2019 - 05.2021
Diploma - Information Technology Networking
Australian Harbour International College
Professional Year -
Australian Technical And Management College
Bachelors - Business Information Systems
Asia Pacific International College (APIC)
Advanced Diploma - Information Technology And Network Security
Australian Harbour International College
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