Desktop Support It

CAREER SUMMARY

As an experienced support analyst having 18+ years’ I have experience as a Support Specialist using best practice methods, frameworks, and tools in an ITIL driven environment. I have accumulated skills sharpened through experience with government sectors and corporate entities. Highly stimulated by positions bearing accountabilities to manage deliverables against the parameters of business goals and priorities Consistent achiever where integrity, compliance, cost savings and service are critical components. I have worked across various business domains such as IT Shared Services, Automotive and Health care. I am seeking to channel my knowledge and skills into a rewarding role within a professional environment offering to me the opportunity to contribute with knowledge and skills acquired from my education and employment background within a progressive IT environment. Having worked in a support role I have excellent verbal and written communication skills and have strong interpersonal skills. If given an opportunity I can be a great team player with ability to work independently as well.

EMPLOYMENT HISTORY

Software Support Officer / STRAMIT (A Fletcher Building Group) (Feb 2021 –Dec 2021)

Environment:

Stramit is one of Australia’s leading manufacturers and suppliers of roll formed steel building products. As a Software Support Officer, I was responsible for the support of our shed and buildings businesses. I have been as the first point of contact for all technical software related issues, working closely with Software development team and the testing team.

MS Windows 7, MS Office, Windows Server, Printers, TeamViewer, Azure

Main Responsibilities:

Provide support to users on inhouse sheds application such as MultiSuite, MultiBuild, ShedBoss, ShedBuilder, Home Improvements and Creator

Helping the users in building required sheds with specifications

While troubleshooting and identified any bugs used to write user stories and report these bugs to the development team in Azure

Track the status of the reported bugs and ensure they are rolled out in immediate release making sure users are given an alternate way to get their work done so it doesn’t interrupt their business

Making sure that users are being informed of the roll outs

Training new users on how to use the software

Providing PC /desktop support to distributors

Ensuring that service levels are achieved in line with the users and user expectations are met and exceeded

Managing customer and stakeholder relationships

Highlights:

Became a Subject Matter Expert for most of the inhouse shed applications in a very short time

Was awarded Best employee of the month two times in the tenure I worked with Stramit

IT Support Consultant / Pentana Solutions (Oct 2011 – Dec 2018)

Environment:

Pentana Solutions is a global company which was established in 1974 to specialize in the development and supply of automotive software tailored to the needs of dealerships. Using my strong investigative and analytical skills I used to provide Support and continuous quality improvement processes for Business Intelligence as well as specific applications, network access, connectivity, and client hardware and software where my relationship building skills and technical abilities are evident.

AS 400, IBM iSeries; XTUI; COGNOS; Service Now; JAVA; Team Viewer

Printers, Internal PC Contents

Main Responsibilities:

Provide support to users on iSeries application such as, Dealer Connect, Distributor Pro.

Providing PC /desktop support over the phone for dealers and customers

Managing customer and stakeholder relationships

Performing system analysis/ risk assessments

Building Power Play Cubes in COGNOS (BI) for customers and troubleshooting issues

Acting upon system alerts throughout the day and ensuring after hours process have been effectively completed

Setting up VPN for new client connections

Performing Disaster Recovery for clients in iSeries including restoring data/objects & configuring TCP/IP addresses

Management of backup processes & scheduling customer’s full system monthly saves

Maintaining Tape libraries on a weekly basis

Generating registration codes and supporting menu authorisations for software applications

Providing professional and technical support to colleagues to meet the business objectives

Troubleshooting application errors, upgrading, or downgrading JAVA/ Internet Explorer versions

Manage the performance of services to customers, ensuring that service levels are achieved in line with contracts and that customer’s expectations are met and exceeded,

Track the incidents to conclusion in line with SLAs and quality standards

Manage critical customers incidents, associated to customer communication, activities, and any appropriate escalations

Provide information about incident analysis and KPI’s

Build Service relationships with customers and conduct service reviews for key customers.

Review performance reports, service improvements, service quality and processes.

Provide management and performance reports.

Accurately recording all issues in call logging software called Elementool and Service Now.

Highlights:

Awarded “Best Employee of the Month” and few recognitions awards

SAP Support Analyst / PepsiCo Australia (Aug 2011 – Oct 2011)

Environment:

PepsiCo Australia markets some of the world’s most trusted brands from beverages to snacks. This role was a short-term contract role and the aim of this project was to roll out SAP. As a part of this I was working with the wider solution teams in this role where I was responsible for delivering incident Support Services within the SAP applications according to ITIL methodology.

SQL Server 2005; Windows Servers 2003; SAP; MS Office

Main Responsibilities:

Delivering a high level of service by ensuring that all calls/emails are answered and logged within SLA agreements

Resetting passwords for various users working on different modules of SAP and Active Directories

Clearing application locks in SAP

Providing first Level support to Windows 7, MS Office/Outlook and Cisco phone users

Providing after hours support by assisting users working in the warehouse to login to their RF Units

Creating users and allocating new log in identification numbers

Internet and network trouble shooting

Highlights:

Appreciation received for successfully completing SAP Rollovers

IT Support Officer / Department of Human Services (Feb 2011 – Aug 2011)

Environment:

Merged into the Department of Family and Community Services as Corporate Services, from Department of Human Services. The Business Services Unit primarily provides IT services to a range of government and non-government organisations. In this role I was responsible for logging into the Quantum system to resolve Application issues for various government departments.

Quantum; Novell Console One; Active Directories

Main Responsibilities:

Logging issues for all faxes and emails into the inbox and resolving issues through call backs and troubleshooting to minimise downtime

Updating incidents in the logging system

Escalating calls to 2nd level support team

Updating client’s information in Active Directories and Novell Console One according to the User Management Reports generated from SAP

Highlights:

Appreciated by Higher Management for user appreciation emails.

IT Support Analyst / Fujitsu Australia Limited (Aug 2010 –Feb 2011)

Environment:

Fujitsu Australia Limited is the third largest ICT Company in the Australian marketplace. In this position I was responsible for providing support to a range of corporate and government entities.

SQL Server 2005; Windows Servers 2003; SAP; Lotus Notes DominoV

Main Responsibilities:

Managing incidents/work requests end-to-end in UniCenter Service Desk (USD)

Updating incidents/works requests status in Clients Front Range call logging system

Escalating calls to Level 3 Engineers and conducting follow ups for client updates

Daily managing client requests in regard to User Management including creating/deleting/modifying and moving user accounts on client’s Domain Controllers via the RDP using RNA methodologies

Highlights:

Appreciated and awarded by manager for resolving maximum issues in a day.

Applications Analyst- eHealth / iSOFT Health (Jun 2007 –Aug 2010)

Environment:

iSOFT is one of the world's largest providers of healthcare IT software and as part of the CSC's Healthcare Group, design, build and deliver industry-leading software systems. Through this position I was responsible for fixing application and system problems as well as incidents disrupting the application service requiring both technical capability and business understanding.

MS Access; MS Office; Practix 1.34/5; Claim Manager, Health point; Bomgar

Main Responsibilities:

Responding to urgent issues to ensure the continuity of business operations including afterhours support

Subject matter expert in the areas of system access, claim settlements, connecting to health funds, payment allocations etc

Maintaining issue status updates in Touch Paper

Liaising with vendors and developers to ensure the correct installation, configuration and maintenance of software and hardware

Highlights:

Several appreciations from End Users and managers and for resolving critical issues and documenting these for future references.

State-Wide Service Desk Specialist / New South Wales Health (Dec 2005 –Jun 2007)

Environment:

The State-wide Service Desk (SWSD) provides Information and Communication Technology (ICT) support services to areas within NSW Health including Local Health Districts (LHDs), Health Agencies and some external organisations, such as research partners.

MS Office; PIMS; iPM; SARA; UniCenter

Main Responsibilities:

Taking calls on all queries from across all the District Health Services on different health related Applications

Identifying critical issues and resolving most issues wherever possible else escalating to the Applications Support team.

Hard work and dedication recognized with a promotion to acting team leader.

Documenting and updating incidents and requests in the call ticketing system

Following documented incident and request procedures

Manage all tickets within agreed SLA’s and KPI’s.

Escalate tickets in a timely manner where required

Highlights:

Was Appreciated by management for answering 150 calls in a day.

QUALIFICATIONS

Bachelor of Computer Applications, University of Madras, Chennai - 2003

Post Graduate Diploma in Computer Applications – TIMES institute - 2003

Additional Details:

Referrals to be provided on request

Australian Citizenship

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