SAURAV RIMAL

Address: Alexandra Headland,Australia

Mobile: 040*-***-***

Email: ad0vbn@r.postjobfree.com

IT GRADUATE PROFILE:

Application Support Analyst, with experience in diverse IT roles.

Skilled in managing stakeholders,project management,customer support.

Supported multiple Queensland government’s projects like ICO,DPPS for Transport and Main Roads Queensland, DMP(Disaster Management Portal) for Queensland Fire and Emergency Services and Dam Safety for DEWS (Department of Energy and Water Supply).

Delivered ‘Electronics Logistics Management Information System(eLMIS)’, developed in three versions: online, offline, mobile with the objective of supporting the public health supply chain to improve the availability of quality-assured health commodities at service delivery points (SDPs) and ‘Nepal Audit Management System (NAMS)’, developed in online and offline versions to strengthen Office of the Auditor General to efficiently and effectively manage databases of entities, personnel profile, risk assessment, audit planning, scheduling, execution, follow up, reporting etc. and overall monitoring of financial audit activities.

KEY TECHNICAL SKILLS:

oSupport Desk Applications: Dialog SharePoint Register (in-house service desk application), Jira Service Desk(JSD), Microsoft Team Foundation Server(TFS), Confluence (knowledge base)

oMonitoring software: anturis

oDatabase: Microsoft SQL Server, PostgreSQL

oVersioning Software: Microsoft TFS, Tortoise SVN, AnkhSVN

oProject Management Software: Manymoon, Trello, Basecamp, Microsoft TFS (Team Foundation Server)

oDevelopment Environment: MS Visual Studio

oLanguages: C#.net, ASP.NET, XML, HTML, Javacript, jquery [non-expert]

oOperating System: Microsoft Windows ( XP, Vista, 7,10, Server)

oCloud Platform: Microsoft Azure, AWS (Amazon Web Services) [basic]

oOther Tools/Packages: Office 365, MS Office Suite, Google Docs, Google Sheet, Snipping Tool, Netlimiter, AnyDesk, Teamviewer

QUALIFICATIONS:

Bachelors in Computer Engineering

ITIL Certification – PEOPLECERT (Candidate No. : 9980075564134690 )

EMPLOYMENT HISTORY:

APPLICATION SUPPORT/SERVICE DELIVERY, DIALOG INFORMATION TECHNOLOGY, BRISBANE, AUSTRALIA

Responsibilities:

Supporting ongoing IT applications and services for different clients (public and private), and implementing new applications.

Submitting report to the clients on monthly and quarterly basis with KPIs as per the SLAs.

Participating in meetings with clients on weekly basis for status reporting.

Engaging with senior stakeholders to understand their policy, strategic challenges and proactively recommend intelligent data governance strategies to resolve the issues.

Using in-house ticketing system developed in SharePoint to generate tickets; work in issue/bug classification (Incident, Defect and Service Requests) and assign to L3 support if required.

Handling phone calls, providing remote support to customers through TeamViewer or other remote desktop management tools.

Troubleshooting and resolving general issues and assigning it to developer if required.

Updating Confluence Knowledge base after the issue resolution or reviewing the knowledge base for recurring issues and bugs.

Updating status of the tickets as per the progress and report to the client after resolutions or if more time is required. Report to the client if it doesn’t even meet the SLAs.

Mainly involved in two major government projects namely Inspection Certificate Online (ICO) and DPPS (Disability Parking Permit System), responding to incidents and defects with Post Incident Reports if necessary.

CUSTOMER SERVICE REPRESENTATIVE, Australian Ways Pty Ltd, Heartbeat of Travel Retail, Brisbane Airport

Responsibilities:

Attend to all customers who visit the store and advice on the selection, price, delivery, use and care of goods available with the aim of encouraging them to buy and to return to buy in the future.

Attend and acknowledge customers within store

oUnderstand the selling features of products within the store. Know products e.g. best sellers, slow moving items etc.

oPresent alternative and additional merchandise suggestions to increase sales.

oCustomer returns and enquiries.

Work towards achieving set sales targets (store & individual targets).

Understand airport retailing including the importance of busy and down time periods.

POS System: Proficient in the practice of operating the POS terminal to conduct accurate sales transactions which also includes:

oStart and End of Day till Balancing.

oProcessing of cash sales, EFTPOS / credit card transactions, travelers cheques and foreign currency transactions

oEFTPOS settlement and refund.

oCash handling and security.

End of day reconciliation, including cash bag security.

APPLICATION SUPPORT, BILEETA PVT. LTD. FOR MINISTRY OF HEALTH, SRILANKA & NEPAL

Responsibilities:

Liaising and engaging with Chemonics Nepal- GHSC-PSM Project (Global Health Supply Chain - Procurement and Supply Management) team for the enhancement and standardization of the ERP application built for health sector of Government of Nepal.

Deploying the project or application in health stores and service delivery points of different provinces..

Engaging with senior stakeholders to understand their policy, strategic challenges and proactively recommend intelligent data governance strategies to resolve the issues.

Working as Support Team; involved in issue/bug classification over to L1, L2, and L3 support.

Logging the tickets when issues are reported from clients through email or phone and troubleshooting and passing it over to the technical team in Sri Lanka if required.

Work closely with the rollout teams and inform the clients about the issues until satisfactory feedback has been heard from the clients (in different health centers, and medical stores throughout the country).

Overseeing the performance of each online, offline and mobile site using tools such as Netlimiter, Anydesk, and Teamviewer.

Reviewing tickets and informing the clients about the progress is it is about to take more time than expected.

IT CONSULTANT, OFFICE OF THE AUDITOR GENERAL (OAG), NEPAL

Responsibilities:

Completing IT Audits for government organizations (Company Registrar Office (CRO Tripureshwor), Public Service Commission (PSC), Department of Transportation Management (DOTM), DOIT (Department of Information Technology), NITC (Nepal Information Technology Centre) and GIDC (Government Integrated Data Centre)).

Preparing audit reports for the OAG, and the annual report submitted to the President.

Engaging with senior stakeholders to understand their policy, strategic challenges and recommend intelligent data governance strategies to resolve the issues.

Supporting 'Digital Circular' project, a web application for sending circular through an online platform, during its initiation and after the project has been rolled out.

Liaising with OAGN officers and staff to capture and document user requirements by evaluating analysis, problem definition, requirements, solution development, and proposed solutions.

Communicating with other international donor organizations (mostly World Bank) and stakeholders for the sustainability of IT projects in OAGN.

IT CONSULTANT/APPLICATION SUPPORT, COWATER INTERNATIONAL INC, CANADA & NEPAL.

Responsibilities:

Provisioning of services for the project titled “Strengthening of the Office of the Auditor General of Nepal” in Nepal, PFM/OAG/FBS-1. The Client for the Project was Cowater International in Association with PP Pradhan & Co., who has been appointed by the World Bank, for implementing the above project.

Supporting the ticketing of issues in ERP application namely NAMS [in-house erp application developed in .NET].

Recording and documenting user requirements, verify from multiple users/stakeholders and pass rough requirement document to the development team or to business analyst.

Communicating daily with the developers in Dhaka, Bangladesh and providing them with business requirements and clarifying the core business processes.

Communicating with administration of Cowater about the progress and improvements of the project.

Contact this candidate