AMEYA GHARAT
Melbourne
Summary
Dependable Support Team Lead and System Analyst with 4 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Level 2 Analyst
Coles group (Contract Role)
Hawthorn
10.2023 - Current
- Reviewed software code to Identify and resolve customer issues in software
- Monitored performance metrics against established benchmarks
- Maintained records of data communication transactions, problems, and remedial actions or installation activities
- Analyzed customer feedback surveys to develop strategies for improvement
- Prioritize and deliver timely, effective customer and stakeholder support
- Resolve complex technical issues related to our clients customer platform, from general application support to SQL programming
- Provide analytical and operational support for existing production store systems applications.
IT Support Technical Leader
Prometheus Group
Brisbane
02.2023 - 09.2023
- Lead and mentor a team of [8] IT support specialists in delivering high-quality technical assistance to end-users across the organization
- Develop and implement support procedures, best practices, and workflows to enhance efficiency and productivity
- Serve as the primary point of contact for escalated technical issues, ensuring timely resolution and maintaining customer satisfaction
- Collaborate with cross-functional teams to plan and execute IT projects, including hardware and software upgrades, system migrations, and network enhancements
- Oversee the management and maintenance of IT assets, including hardware inventory, software licensing, and security protocols
- Conduct regular training sessions for team members to keep them updated on the latest technologies and support methodologies
- Conducted root cause analysis to identify recurring issues and implemented proactive solutions
- Collaborated with the IT Support team to document and maintain an internal knowledge base for faster issue resolution
- Assisted in the development and maintenance of IT policies and procedures.
IT Support Specialist
Prometheus Group
Brisbane
04.2022 - 02.2023
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Worked on support tickets using Team Support ticketing system with Clients to solve the issues lodged
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
- Build SQL scripts for various customers where changes are required
- Worked on Crystal Reports to make changes for customers reports wherever necessary
- Attending and Scheduling meetings or team call with the customers to explain technical stuff or troubleshooting
- Backup and restore databases to replicate issues on internal test box
- Using CCNet to rebuild, build the internal testbox websites
- Using IIS server to host internal testbox websites and ASP.Net applications
- Doing QA's after a bug has been fixed or new functionality is built
- Doing configuration and version releases.
IT Support Engineer
Sushi Sushi
Melbourne
08.2021 - 03.2022
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Guided calls using excellent communication skills and decisive approach
- Provided technical Support for 500+users and 50+ Systems by ensuring proper maintenance of workstations, printers, and peripherals
- EPTPOS troubleshooting
- Configuring POS machine using SWIFTPOS software
- Setting up a new store using IT equipment's wherever necessary
- Assisting the network team in monitoring network issues
- Provided support to internal users.
Education
Master Of IT - IT(Computer Networking) -
Charl Sturt University
Bachelor of Engineering - IT -
University of Mumbai
Skills
- Documentation
- Development
- Technical Troubleshooting
- Incoming Call Management
- Incident Management
- Project Coordination
- Application Support
- User Training
- Hardware Evaluations
- MS-SQL
- S/w Installation
- Ticketing System: Jira, Team Support, Service Now, Kizuna, Atlassian
- Crystal reports
- Remote Technical Support
Accomplishments
- A semi professional Cricketer. Represented various clubs at District level in Melbourne and Brisbane.
Languages
English
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Certification
- MS-SQL
- Microsoft 365
Timeline
Level 2 Analyst
Coles group (Contract Role)
10.2023 - Current
IT Support Technical Leader
Prometheus Group
02.2023 - 09.2023
IT Support Specialist
Prometheus Group
04.2022 - 02.2023
IT Support Engineer
Sushi Sushi
08.2021 - 03.2022
Master Of IT - IT(Computer Networking) -
Charl Sturt University
Bachelor of Engineering - IT -
University of Mumbai
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