Infrastructure Support Analyst

• Jun 2022 - Present

Project Officer

• May 2022 - Jul 2022

Service Desk Officer

• Mar 2020 - Jul 2022

Providing 1st and 2nd Level telephone, email, and on-site support to SACE Board staff and externalclients.• Create, modified, and remove user account from MS active directory by following Knowledge basedarticle (KBA).• Creating and updating technical documentation for Service Desk knowledge base and quickreference guide for end users• reporting and providing advice for observed system improvements and functionality changes tosystem engineers and team leader.• participating in and supporting ICT assignments and projects when required• analyzing, evaluating, and diagnosing technical problems and issues such as installation,maintenance, repair, upgrade, and configuration and troubleshooting of desktops, software,hardware, printers, database, Internet, email, operating systems, and security systems• Operating call logging tools such as BMC Track IT to log Incidents or Service Requests to keep thecustomer support in line with the agreed SLA and updating assets and software licenses onTrackIT.• Coordinate with external vendor DPC, NEC and NTT for support and escalations.

Service Desk Analyst

• Sep 2019 - Mar 2020

• Providing 1st and 2nd Level telephone and email support on the ICT network to ensure all issues are resolved within the Service Level Agreement SLA.• Assisting in troubleshooting, diagnosing, testing and resolving issues related to local desktop software as well as other standard approved software used throughout the organization.• Escalate tickets to support teams where necessary to ensure ticket resolution times do not fall outside agreed service standards.• Operating call logging tools such as Cherwell Service Management to log Incidents or Service Requests to keep the customer support in line with the agreed SLA. This includes accurate documentation of events.• Troubleshooting browser related issues for browsers such as Internet Explorer, Chrome and Firefox.• Troubleshooting standard desktop application issues such as Adobe Acrobat and Office applications.• Providing support and maintenance of different Operating systems including Windows 7,8.1 and 10. • Providing Citrix/VPN support to remote users using the Citrix Access Management Console and Cisco Anytime• Support for hardware, software and network operations.• Carrying out Fault diagnosis for IT applications and network entities.• Co-ordination with field technicians regarding hardware replacements.• Performing silent software deployments using System Center Configuration Manager (SCCM) • Recommend changes to improve systems and network configurations and determine hardware or software requirements related to such changes.• Troubleshoot a wide variety of application used by various school facilities due to no limitations set on the university. • Complete HR request to create new, Modify and removed IT access for the staff on Visitor roles. • Followed Major Incident Management When the high priority incident.• Use of BOMGAR web based / RDP as our support desk remote tool and Cisco Jabber communicate within teams.

Service Desk Engineer

• May 2019 - Aug 2019

• Providing 1st and 2nd Level telephone and email support on the ICT network to ensure all issues are resolved within the Service Level Expectations.• Assisting in troubleshooting, diagnosing, testing and resolving issues related to local desktop software as well as other standard approved software used throughout the organization.•Responsible for tracking all outstanding tickets, working closely with support groups to ensure issues are resolved within the Service Level Agreement (SLA).• On-boarding and off-boarding the user using Microsoft active and setup their Outlook accounts.• Liaising with external vendors including Telstra, Microsoft and Datto regarding escalations.• Successful transformation from Labtech Remote support server to Datto RMM web-based remote support on approximately 200 Thin clients for two major health Organizations.• Completed accurate and timely time tracking on the ticket using the Connect-wise application.• Attend technical huddle every week and monthly technical team meeting.

Customer Service Representative

• Apr 2016 - Oct 2017

• Interacted with customers and greet them with Excellent Customer service.• Manage the cash register by receiving the payment from customer and returning the correct change quickly.• Working in the fast pace environment and ability perform multi-tasking such as, Replenishment and • removing the out-date products.• Keeping up with the policies of the store management and creating Sales report after every shift. • Interacted with customers and greet them with Excellent Customer service.• Manage the cash register by receiving the payment from customer and returning the correct change quickly.• Working in the fast pace environment and ability perform multi-tasking such as, Replenishment and • removing the out-date products.• Keeping up with the policies of the store management and creating Sales report after every shift.