VARUN SUNDARI
Thomastown,VIC
Summary
Motivated, and resourceful IT Service Desk Analyst with experience of working in fast paced environment. Capable of troubleshooting, technical issue resolution , and supporting all information technology systems and users for an organization Outstanding analytical, problem solving and communication skills – verbal, written and presentation. Full Work Rights in Australia, Post Graduate degree in IT. Available immediately.
Overview
3
3
years of professional experience
1
1
Certification
1
1
year of post-secondary education
Work History
IT Service Desk Analyst
United Petroleum
02.2023 - Current
- Provided end-user support for hardware, software, and network-related issues.
- Diagnosed and resolved technical problems, ensuring minimal downtime.
- Installed, configured, and maintained computer systems, peripherals, and software applications.
- Collaborated with team members to implement IT projects and upgrades.
- Escalate more complex level 2/3 issues to technical team and work with them closely to resolve.
- Managed and prioritized helpdesk tickets, meeting service level agreements (SLAs).
- Documented and updated support processes and procedures.
- Created user accounts and assigned permissions.
- Attended meetings and managed team’s priority tickets/task daily that may compromise SLA.
- Ensured compliance with IT policies and procedures.
- Assisted in development and maintenance of IT documentation.
- Conducted preventive maintenance on computer systems.
- Built and managed relationships with clients, external vendors, and third-party suppliers over various channels.
Customer Service Specialist
DNA Recruitment Solutions
01.2021 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Professional Year Program in ICT -
Performance Education
Melbourne, VIC 04.2021 - 04.2022
Master of Science - Information And Communication Technology
La Trobe University
Melbourne, VIC12.2020
Bachelor of Science - Electronics And Communications Engineering
Gitam University
Hyderabad, India05.2018
Skills
- Operating Systems: Windows, Linux
- Hardware: Desktops, Laptops, Printers
- Networking: TCP/IP, DNS, DHCP
- Software: Microsoft Office Suite, Antivirus programs
- Remote Desktop Support
- Troubleshooting and Problem Resolution
- Time Management
- Software Installation
Accomplishments
- Creative Technical Support Representative eager to find novel and productive solutions for customer issues
- Adapts to unique complaints and queries with thorough research and expert critical thinking skills
- Committed to problem resolution and customer satisfaction.
Certification
Google IT Support Certification
Timeline
IT Service Desk Analyst
United Petroleum
02.2023 - Current
Professional Year Program in ICT -
Performance Education
04.2021 - 04.2022
Customer Service Specialist
DNA Recruitment Solutions
01.2021 - 02.2023
Master of Science - Information And Communication Technology
La Trobe University
Bachelor of Science - Electronics And Communications Engineering
Gitam University
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