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