Vik Rana
Sunshine,VIC
Summary
Dedicated IT Support Analyst with 2 years of experience providing technical support for desktop, network, cloud, and software issues. Skilled in troubleshooting, problem-solving, and providing excellent customer service. Excels in ensuring operational continuity and providing seamless onboarding experiences for new hires.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Officer
MA Security Services
08.2023 - Current
- Provided technical support to employees on internal desktop, network, cloud, and software issues
- Ensured operational continuity and provided seamless onboarding experiences for new hires.
- Boosted customer satisfaction rates by providing timely and effective technical support services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Security Analyst
SarasCare
07.2021 - 12.2022
- Developed comprehensive security policies and procedures for the organization, resulting in improved protection against potential threats.
- Designed and deployed secure network infrastructure configurations, minimizing potential attack surfaces and preventing unauthorized access attempts.
- Proactively implemented patches to mitigate known vulnerabilities, maintaining the highest level of system protection possible.
- Played a key role in securing certifications such as ISO 27001, demonstrating the organization''s commitment to maintaining a robust cybersecurity program.
- Conducted regular vulnerability assessments to identify weaknesses and implement appropriate countermeasures.
Help Desk Technician
Centre Com
08.2019 - 09.2020
- Provided technical support to employees on desktop, network, and software issues
- Maintained inventory of IT assets.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
Education
Performance Education
Melbourne, VIC07.2020
Bachelor of Information Technology - Security And Cloud Computing
Deakin University
07.2019
Skills
- Windows and Mac OS troubleshooting
- Active Directory and Exchange Management
- Cloud platform management - AWS, Azure, GCP
- Network and firewall configuration
- IT Service Management - ITSM
- Customer Relations
- Teamwork and Collaboration
- Decision-Making
- Project Planning
- CRM
- Understanding of ITIL
Accomplishments
- Disaster Recovery Plan - Designed and implemented a disaster recovery plan, ensuring minimal downtime during an unexpected outage.
- Automation Project - Created a script that automated the installation of software on new laptops, reducing setup time by 50%.
- Cyber Security Capability & Maturity Consultancy Services Project (CSRI)- Developed a good knowledge of virtual machines, cyber-security attacks, and mitigation techniques. Provided a highly detailed report which includes mitigation solutions of major security attacks. Received a letter of appreciation from the CSRI project head.
Strengths
- Problem Solving, Analyzed and resolved 100 technical issues monthly, resulting in a 30% decrease in employee downtime.
- Communication, Effectively communicated complex technical solutions to non-technical employees resulting in a 95% satisfaction rate.
- Teamwork, Collaborated with cross-functional teams to implement a new software system, resulting in a 20% increase in operational efficiency.
Certification
Australian Computer Society (ACS), and Golden Key International Honour Society member.
Timeline
IT Support Officer
MA Security Services
08.2023 - Current
Security Analyst
SarasCare
07.2021 - 12.2022
Help Desk Technician
Centre Com
08.2019 - 09.2020
Performance Education
Bachelor of Information Technology - Security And Cloud Computing
Deakin University
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