IT Support Consultant
Experienced IT Support consultant with 7+ years of experience in providing exceptional IT support to reputable organizations. Seeking to use my skills for the betterment of the company and to enhance my skills.
Summary
- Worked as Technology Consultant at DXC Technology
- Over 5 years working at Hewlett Packard as IT Solution Specialist.
- 1 year industry experience as a Business Analyst.
- Degree in Business Information System.
- Degree in Computer Science.
Professional experience responsibilities
Technology Consultant – DXC Technology
Aug 2017 – June 2018
- Solving internal IT issues related to network, software and hardware
- Handling Major Incident’s calls and following up till resolved.
- Monthly Asset Management report preparation for World Wide Stockroom
- Conducting trainings with internal IT staff
- Design and implement any changes to operations support to help end users solve their problem quickly
- Implementing best practices throughout the Organization.
- Working as part of the team and on individual basis for any IT Project
- Working on solution pertaining to Win 7 to Win 10 upgrades, Office 365 and other DXC related applications
IT Operations Support Analyst – DXC Technology Mar 2017 – Aug 2017
- Supporting day to day IT Operations for multiple sites in Adelaide and Perth
- Logging all the tickets in HP Service Manager
- Part of Service Level 2 team and escalating tickets to Level 3
- Maintaining all Asset Stock for 2 sites in Adelaide using Citrix
- Preparing Monthly Stocktake report for Stockroom Manager
- Following up tickets with Level 3 until resolved.
- Weekly reporting to the Country Head on any risk, issues and escalations
- Part of the Disaster Recovery Team
- Conducting trainings with the end users.
- Supporting MS Office Suite, Windows 7 and 10 Enterprise Edition
- Conducting Audits for Site IT Services and Risk Analysis
Senior IT Solution Specialist – Hewlett Packard Enterprise Australia Oct 2011 – Mar 2017
- To perform day to day operations in data centre
- Managing multiple sites in Adelaide and Perth (remote support).
- Solving end user’s enquiries in relation to the issues related to computer/tablet/phone related issues
- Member of the Disaster Recovery team
- Provide technical support (using telephone or Lync) to any onsite I.T problems occurring within the department.
- Escalating tickets to Level 3 and following up with them till resolved.
- Reporting to IT Country Manager and suggesting any improvements in the process flow.
- Working with multiple groups and Managers from different teams on their hardware and software support projects.
- Logging all received service requests in ITIL HP Service Manager (HP Open View).
- Resolve requests within the time frame set out in the SLA.
- Reviewing and planning and process improvements
- Designing and supporting end user solutions.
- Solve Hardware and Software Technical problems.
- Assisting in planning and scheduling of IT equipment relocations.
- Taking ownership of logged issues, faults and any escalations from the end users and following through until resolved.
- Conducting workshops and trainings with end users
- Preparing bi-yearly reports for any critical incidents and maintaining a knowledge base shared by Australia wide Site IT Officers (SIO’s)
- Providing onsite support for Routers and Switches.
- Providing users with feedback for all incidents.
- Overseeing, maintaining and troubleshooting LAN and WAN and performing maintenance according to HP standards.
- Provide on-site support for Telecom provider (setup and testing).
- Conducting Audits for Site IT Services and Risk Analysis.
Technical Support Engineer – Hewlett Packard Australia Aug 2011 – Oct 2011
- Provide technical support to any onsite I.T problems occurring within the department.
- Solve Hardware and Software Technical problems.
- Taking ownership of logged issues and following through until resolved.
- Providing onsite support for Routers and Switches.
Business Analyst – DECS Australia
Jun 2010 – Nov 2010
- Analysing Corporate Data Model of the organization.
- Creation of customer order form for HP Enterprise Services (HPES) for installation of System Architect XT.
- Gathering requirements from pilot users.
- Creating a guide for Corporate Data Model, implementation and configuration of System Architect XT.
Business Analyst – SA Water Australia
Dec 2009 – Feb 2010
- Creation of Process flows within the IS Department of the organization.
- Analysing the current IS Method used within the organisation and making recommendations of how it can be improved?
- Gathering requirements from the pilot users.
- Creation of Induction Pack.
Business Analyst – National Pharmacies Australia
Mar 2009 – Jun 2009
- Analysing the current costing roster and making recommendations of how it could be improved?
- Visiting different pharmacies to gather requirements.
- Analysing the current system of deploying employees.
- Passing all the requirements to the IT Department.
- Management Trainee Officer – International Tubular Services
Sep 2008 – Dec 2008
- Maintaining history of tools and inventory.
- Stock controller overseeing inventory record.
- Creation of Database to handle and maintain inventory.
- Creation of checklists for all machines and equipment
skills and expertise
- Assembling and installing HP Procurve Switches, IPS and Firewall.
- Replacing hardware parts for servers, laptops and desktops.
- Worked on ITIL HP Service Manager for trouble ticket logging.
- Using VMWare workstation to test HP PC COE images before deployment.
- Worked on Microsoft Office 2010 and 2013(Word, Excel, Power Point, Access).
- Creating and managing user accounts, applying group policies, on different set of users.
- Installation and configuration of Windows 7/8/8.1/10.
- Software installations and troubleshooting.
- Configuration of Active Directory, DHCP server and DNS.
achievements
- Successfully leading a team of 3 people and completed the site relocation project for one of the main offices in Adelaide
- Successfully completed multiple site transformation projects for HP including replacement of old Cisco switches/routers with HP Procurve equipment, installation of IPS and Firewall.
- Completed Dense WLAN project for HP including requirements gathering, design and implementation of Access Points.
- Completed rollout of WLAN devices for HP Perth Office.
Other skills
- Excellent communication skills.
- Excellent team player/quick learner
- Passionate about learning new technologies
- Positive approach towards any task.
education
Master in Business Information Systems 2009-10
University of South Australia
Bachelor in Business Information Systems 2009-09
University of South Australia
Bachelor in Computer Sciences 2003-07
National University of Computing and Emerging Sciences
Professional memberships & certifications
- Associate Member of Australian Computing Society (ACS).
- ITIL V.3 Foundation Certified.
- VMWare Data Center Associate Level Certified (VCA DCV 5)
- Google Online Marketing Fundamental Certified
- Completed Google G-Suite Administrator Fundamentals
- PMI Adelaide Chapter Member