Yash Yadav
Granville,Australia
Summary
Adaptable and experienced IT & Infrastructure Specialist with expertise in troubleshooting, system setup, and network maintenance. I am skilled in managing user accounts, configuring operating systems, and optimizing cloud services. Strong problem-solving abilities, excellent communication skills, and a proactive approach to incident management. Known for exceptional customer service, effective team collaboration, and meticulous attention to detail. Aims to provide high-quality end-user support, troubleshoot complex issues, and ensure the smooth operation of systems, contributing to the overall growth and success of the organization.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
Novartis Pharmaceutical
01.2025 - Current
- Ensured all tickets were updated on time and adhered to required SLAs, following ITIL best practices
- Configured and maintained network settings, including Wi-Fi and VPN connections, assisting both Mac and Windows users in optimizing their network performance for seamless remote work
- Provided end-user Level 2 & 3 support for Break/Fix and Service Requests across different PC operating systems (Windows 7, 10), performing troubleshooting for OS and peripherals
- Installed and configured hardware/software and managed asset/inventory updates, including using deployment tools like SCCM and Autopilot
- Supported mobile devices (iPhone, iPad) with configuration and troubleshooting
- Managed user data on OneDrive and Office 365, providing support for data migration and backups
- Performed image deployment and operating system upgrades (Windows 7 to Windows 10)
- Supported Microsoft Teams Rooms (MTR) for video conference setups in meeting rooms and internal events
- Ensured seamless end-to-end IMAC activities, including asset packaging, acceptance, and inventory updates
- Collaborated closely with internal IT teams, including Server and Networking teams, to resolve complex issues
- Maintained overall ownership of user issues, ensuring resolution within the agreed-upon time-frame
- Worked independently and effectively as part of a team, providing strong customer service for internal IT teams and business partners
- Technologies: Microsoft In-tune, Zoom Meeting Rooms, Microsoft Office 2010, office 365 products –Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, network cable patching, Hands & feet support to Rack and stack activities
- IT Tools – SCCM OS deployment, In-tune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management)
IT & Security Specialist
TXM GROUP
10.2022 - 12.2024
- Provided comprehensive troubleshooting, maintenance, commissioning, and programming of electronic security systems, ensuring excellent customer experience through communication, site management, and in-depth product knowledge
- Installed, maintained, and serviced electronic security systems, including alarms, access control, CCTV cameras, and duress alarms
- Conducted site surveys and managed on-site installation, repair, maintenance, and testing tasks, ensuring compliance with KPIs and reporting standards
- Provided on-site and remote technical assistance for hardware, software, and system issues across various platforms (MacOS, Windows, Android, and network infrastructure)
- Achieved a 90% resolution rate for over 500 service tickets, with an average resolution time of 2 hours per ticket
- Performed Active Directory tasks daily, including account creation, disabling accounts, and managing permissions
- Delivered effective remote support using tools like Any-desk, Team Viewer, and Apple Remote Desktop, reducing user downtime by 25%
- Configured and maintained network settings, including Wi-Fi and VPN connections, optimizing performance for seamless remote work
- Assisted with over 200 system software installations, ensuring compliance with company policies
- Conducted regular audits and maintained accurate inventory records for IT and security hardware
- Led data backup and restore operations for Windows Server, Mac, i Cloud, and PC systems
- Contributed to network infrastructure upgrades, improving overall performance by 20%
- Collaborated with clients to understand requirements and make recommendations for security solutions and system enhancements
- Interpreted and mapped security infrastructure for large building layouts, identifying optimal placements for security systems based on building blueprints and security needs
- Gained hands-on experience working on large-scale electronic security fencing projects at two hospital buildings in collaboration with Siemens and FDC, contributing to the design, installation, and maintenance of critical security infrastructures
- Familiar with advanced security systems, including Inception, ICT, and Siemens, and proficient in configuring and maintaining their functionality
- Basic knowledge of networking concepts including VLANs, IPv4, and network troubleshooting
- Hands-on experience with network components such as relays and cabling, as well as basic electrical work, including voltage and resistor testing
Customer Service Representative – Downer- Sydney Train Operations
SPOTLESS - A Downer Company
11.2019 - 10.2022
- Supervised and coordinated team activities, ensuring quality standards and efficient resource management, leading to a 50% increase in team productivity
- Provided leadership, training, and development to 30+ team members while implementing safety protocols, reducing workplace incidents by 40%
- Identified and resolved operational issues, improving efficiency and processes, resulting in a 10-12% reduction in task completion time
- Fostered positive client relationships through dedicated service, maintaining a 95% customer satisfaction rate
- Collaborated with managers to address team challenges and implement effective solutions, improving team performance by 40%
- Maintained a zero-harm environment through compliance with safety regulations and proper equipment handling, with no incidents reported during tenure
- Proactively communicated with team members to promptly address customer needs, reducing response time by 50%
- Monitored and maintained inventory levels of cleaning supplies for efficient service, ensuring 90% stock availability
- Conducted inspections and coordinated with safety officers to maintain compliance and report incidents, achieving 100% safety audit pass rate
Facility Supervisor
ZENARIS MAINTENANCE SERVICES
07.2020 - 07.2021
- Managed the overall operation and maintenance of a residential building with 100+ units, ensuring all systems and facilities ran smoothly and efficiently, reducing downtime by 25%
- Coordinated with 10+ service providers, contractors, and maintenance teams to address and resolve technical and operational issues, improving response time by 50%
- Implemented procedures for troubleshooting and maintaining building equipment and systems, reducing equipment downtime by 25% and ensuring minimal disruption to residents
- Provided exceptional customer service by addressing 40+ resident inquiries and concerns per week, maintaining a 95% satisfaction rate
- Maintained detailed records of building operations, service requests, and maintenance schedules, ensuring 100% compliance with safety and regulatory standards
- Supervised a team of 5 staff members and provided training on operational protocols, customer service, and safety procedures, improving team performance by 50%
- Efficiently managed the audit and reporting of programmed fobs for tenants, ensuring timely updates and maintaining an accurate, up-to-date database to support seamless operations
Education
ACS Professional Year Program - ICT
Performance Education
Sydney, NSW03.2024
Bachelor Of Information Communication and Technology -
King's Own Institute
Sydney, NSW07.2022
Diploma & Advance Diploma of Information Technology -
Australian Institute of Business and Technology
Sydney, NSW07.2020
High School -
Pentagon International College
Kathmandu, Nepal03.2016
Skills
- DHCP
- DNS
- TCP/IP
- Router
- Switches
- Hyper-V
- VMware
- Microsoft Windows 10
- Windows 11
- Windows Server 2019
- MacOS
- Microsoft Office 365
- Desktop Apps
- RMM
- ZOOM
- MS Teams
- Office 365
- ICloud
- Microsoft Azure
- Active Directory
- SharePoint
- Service Now (SNOW)
- Windows Backup
- Office 365 Backup
- IDrive
- Installation
- Upgrade
- Assembly
- Configuration
- Maintenance
- Python
- Attention to Detail
- Customer Service Excellence
- Leadership
- Critical Thinking
- Communication Skills
- Risk management
- Organizational Skills
- Problem- Solving Ability
- Team Collaboration
- Time Management
Certification
Electronics Security Technical Certification- Inception, Competent
Languages
English
Timeline
Desktop Support Engineer
Novartis Pharmaceutical
01.2025 - Current
IT & Security Specialist
TXM GROUP
10.2022 - 12.2024
Facility Supervisor
ZENARIS MAINTENANCE SERVICES
07.2020 - 07.2021
Customer Service Representative – Downer- Sydney Train Operations
SPOTLESS - A Downer Company
11.2019 - 10.2022
Bachelor Of Information Communication and Technology -
King's Own Institute
Diploma & Advance Diploma of Information Technology -
Australian Institute of Business and Technology
ACS Professional Year Program - ICT
Performance Education
High School -
Pentagon International College
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