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Profile Summary
Areas of Expertise
EXPERIENCE
Technical Specialist
GPC Asia Pacific, Melbourne, Australia May 2017 – Present
• Providing Level 2 and Level 3 support to end users and business stakeholders
• Taking escalations from helpdesk and desktop to resolve complex queries by providing resolutions
in a timely and effective manner
• Assisting senior management with their ICT issues on a priority basis
• Delivering remote assistance solution advice if and when required
• Providing technical inputs on various infrastructure improvement initiatives keeping continuous
improvement in mind.
• Packaging and deploying software & drivers using SCCM across network
• Maintaining issue register for defects identified during pilot phase
• Testing solutions designed to cater identified issues before deployment
• Worked on several projects as Technical resource
• Role also involves project discovery and establishing the measurable success criteria.
• Extracting reports using queries on various tools like SCCM and Service Now
• Coordinating the review of the project design
• Planning and organizing implementation of project activities by prioritizing critical aspects and clients.
• Validating the process by implementing the Proof of Concept Methodology
• Managing various in-house and third party stakeholders
• Ensuring daily updates are provided to Project manager on progress of the project
• Creating and updating documents detailing pre and post implementation of project and support
processes.
• Taking up additional responsibilities in absence of Project Manager
Projects
Projects
1.0 Desktop Migration – Citrix Client to Windows 8 Desktop
• Participated in the planning of the project as Technical Lead, providing useful insights on hardware &
software solutions.
• Lead team of 5-7 technical Specialists during Rollout of Desktops for more than 500 users in various
locations around Australia.
• Replacing Citrix Terminals & Windows 7 PC’s with new Windows 8 Desktops & tablets.
• Make sure all users had their profiles from Citrix to Windows.
• Deploying printers & other utilities to all the users via Group policies
• Working on escalated system issues during migration.
• Solely responsible for deploying & packaging various Heart Foundation Tier1,2 & 3 applications.
• Completed Software packaging, testing & deployment of various applications including Adobe &
Microsoft.
• Providing SCCM reports of Desktop Environment as per the requirement.
• Create and test SCCM 2012 automated applications for SCCM 2012 deployment.
• Create & manage user & device based collections
• Designing Self-Service Application Catalog for deployment of applications.
DESKTOP SUPPORT
GDF SUEZ Energy International, Melbourne, Australia Sept 2014 – March 2015
• Assisted Help-Desk support officers by providing prompt resolutions to the escalated jobs.
• Helping in excess of 750 users located at multiple sites around Australia.
• Supporting in excess of 65 corporate applications spanning 3 operating systems.
• Troubleshooting, resolving and escalating client support issues as required.
• Managed telephone and email support queues and prioritizing support requests.
• Worked with a variety of clients both remotely and onsite.
• Worked on different projects as and when required.
• Supported desktop computers, LAN, PC hardware, printers & peripheral devices, mobile devices including
Blackberry, Android & iDevices.
• Provided support to users of Microsoft XP/7/8. Microsoft Server 2003/2008, Office Suite. Microsoft
Exchange & Outlook email client.
• Responsible for successful completion of daily, weekly & monthly backups.
• Building and maintaining relationships with in-house and external clients.
• Building computers and deploying OS / Applications using SCCM & Configuration manager.
Projects
1.0 Workstation Migration / Alesco Acquisition
• Part of migration team for Australia and New Zealand Windows XP to 7 Migration.
• Windows 7 and Windows 8 deployment.
• USMT backup and restore.
• Setting up desktops and laptops using light touch SOE build.
• Installation and set-up of Mobile Iron on iDevices.
• Application testing and documentation for SOE compatibility.
• Responsible for resolving escalated migration issues.
• Provided level 1 & 2 support to more than 400 Exego stores/staff located in Australia & New Zealand on a
Windows PC/LAN environment.
• Diagnosed a wide range of both software and hardware user problems.
• Assigned records & incidents accurately using FrontRange ITSM (Information Technology Service
Management)
• Coordinating with internal and external resolver groups to solve user queries.
• Recorded incidents and implementing required process
• Using remote desktop on Windows to resolve issues for Lotus-Notes client.
• Monitored open cases and also providing updates to users on the same.
• Recorded and updating tickets accurately in the ITSM
• Creating & maintaining User Accounts, Computers and Network printers using Active Directory.
• Imaging and building PC’s & laptops for users.
• Documenting Knowledge Base articles on incidents for future reference.
• Completed tasks in line with company service levels.
Projects
1.0 Workstation Migration – Dulux/Orica Demerger
• Part of migration team for more than 400 users from Orica domain to Dulux.
• Migration of Windows XP & Windows 7 PC’s to the new Dulux domain including user profile.
• Setting up printers, Lotus Notes client & configuration manager.
• Working on escalated system issues during migration.
EDUCATION