Vedant Contractor
Ashmore,Australia
Summary
Dedicated IT specialist with more than 2 years of experience offering top-notch trouble shooting and technical assistance. Looking to put my abilities to work in a fast-paced IT Service Desk Analyst position where I can improve system performance, troubleshoot issues related to operating system, system administration, networking and provide outstanding customer service.
Overview
3
3
years of professional experience
Work History
IT Service Desk Analyst
ECS Techno Lab
Gold Coast
10.2022 - Current
- Support IT Service Desk by logging service calls, resolving incidents, track challenges, service requests, change management and document the complex service requests
- User onboarding and account maintenance such as setting up and managing user accounts across all systems
- Assisted with software installations, upgrades, and patches for a diverse client base
- Hardware support with troubleshoot desktops, laptops, tablets, printers, and mobile devices
- Participated in IT initiatives and projects, especially system deployments, updates and implementing new software via integrate testing and UAT environment
- User induction where I trained newly hired employees on service desk procedures along with instruments to improve the efficiency of teams
- Follow up with users on a regular basis to confirm that concerns have been handled and to give further support as needed.
IT Support Technician
Emergency Services of Telecommunication Authority (ESTA-000)
Melbourne
08.2021 - 09.2022
- Configured and kept up with Active Directory privacy preferences, authorizations, and user profiles
- Consistently achieving or exceeding SLAs for response and resolution times
- Kept an eye on and maintained the enterprise's network infrastructure while quickly resolving problems with connectivity
- Provide first-level technical assistance to more than 100 end users via after hour phone call support, email, and remote sessions
- User manuals and technical documentation were created and updated to improve support procedures
- Investigate, resolve and analyse hardware problems which includes repairs, maintenance, technical assistance and support
- Using excellent problem-solving and communication techniques, I was able to obtain a 95% customer satisfaction rate.
Education
Bachelor of Information and Communication Technology -
Swinburne University Technology
Melbourne07.2023
Advanced Diploma of Information and Communication Technology -
University of Sunshine Coast (ATMC)
Melbourne05.2019
Skills
- Capable of debugging hardware and software issues in both Windows OS and macOS settings
- Programming Language: R, Python, HTML, C, SQL, JAVA
- Experience in Network troubleshooting, including TCP/IP, DHCP, DNS, VPN, Wi-Fi
- Proficient with Microsoft Office 365, Active Directory, and Exchange Server, ITIL Framework, UAT testing environment, SLAs, PowerShell
- Remote Assistance Tool: Any Desk
- ITSM Tool: Service Now
- Excellent communication skills, with a focus on delivering clear and straight forward technical help to end customers
- Strong analytical and problem-solving talents, with a dedication to addressing difficulties in a timely fashion
Accomplishments
- Increases confidence across business units and guarantees that IT services are dependable and predictable.
- Introducing automation for routine tasks, such as password resets or software installations using PowerShell scripting.
- Identifying recurring issues and suggesting preventive solutions, reducing the number of incidents.
Affiliations
Australian Computer Society (ACS) member.
Timeline
IT Service Desk Analyst
ECS Techno Lab
10.2022 - Current
IT Support Technician
Emergency Services of Telecommunication Authority (ESTA-000)
08.2021 - 09.2022
Bachelor of Information and Communication Technology -
Swinburne University Technology
Advanced Diploma of Information and Communication Technology -
University of Sunshine Coast (ATMC)