JASPREET DEOL
SYDNEY, NSW
Summary
IT Certified professional with more than 10 years of experience in industry. Extensive customer service experience with excellent communication and hands-on technical knowledge. Proven ability to easily convey technical information to diverse audiences and maintain good relationships with various IT Vendors. Highly organised and can optimize the lifecycle of IT assets, ensuring effective procurement, inventory management, and compliance, while maximising ROI through strategic asset utilization and planning.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Vendor and Asset Management Analyst
Parliament of NSW
08.2022 - Current
- Manage the full lifecycle of IT assets, from procurement and deployment to disposal.
- Recently completed several asset replacement projects, including a successful laptop upgrade for the LC Members.
- Assist in planning and forecasting budgets for vendor services and asset-related investments.
- Develop strategies aimed at optimizing asset utilization while reducing overall costs.
- Evaluate and choose vendors that best meet organizational needs.
- Negotiate contracts and maintain strong relationships with vendors.
- Collaborate with other IT service teams to ensure vendor capabilities align with business objectives.
IT Support Analyst
Parliament of NSW
06.2020 - 08.2022
- Provide first level IT support to Members of Parliament, their staff, and other departmental staff
- Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
- Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
- Set up, installed and configured servers, equipment and workstations.
- Documented and tracked cases in HEAT system, updating details for repeat support requests.
- Documented internal processes and support procedures and compiled information into manuals for use in new hire training.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Have strong understanding of parliamentary policies and procedures
IT Service Desk Analyst
George Weston Foods
03.2018 - 09.2019
- Providing IS advice and first line of support and troubleshooting IT issues over the phone, email and remotely
- Provided exceptional customer service with high level of customer satisfaction score
- Delivering robust provisioning for office desktop, mobility assets and other related technology
- Facilitating rapid restoration of direct IT services to business users, including 3rd Party partner IT service restoration
- Managing user accounts and devices using Active Directory and Office 365 Exchange admin
- Creating and managing SAP User accounts
- Ensuring communication and adherence of IS policies and procedures
Customer Support Engineer
British Telecom
09.2012 - 12.2016
- Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
- Network Monitoring and Incident Management by GSAM tool and Ticket handling using Expedio Tool
- Monitoring P&G network and maintaining devices for Regions Western Europe, North America, Latin America, Asia Pacific and CEEMEA
- Upsold warranties and service contracts to customers by using persuasion skills and detailing how each offering would be beneficial.
- Doing Initial Level Diagnostics and troubleshooting and creating ticket and managing high and critical Incidents to ensure timely completion within SLA
- Engage support teams as required for major incidents
- 24/7 Network Support for link and Device Outages
Technical Support Analyst
DELL International services
07.2010 - 08.2012
- Configured, tested, and maintained LAN/WAN equipment and related services
- Maintained Asset register
- Windows, business applications, anti-virus protection, email, and authentication administration
- Maintained comprehensive documentation for network implementation
- Assisted in preparation of proposals and solution presentations
- Identified, diagnosed, and resolved network problems
- Provided pre-sales and post-sales technical support
- Daily maintenance and problem resolution
Education
Bachelor of Technology -
INSTITUTE of ENGINEERING AND TECHNOLOGY
08.2010
Skills
ITIL 4 Foundation Certified
Completed IPAA – Project Management Module
SAP
Procurement
Vendor Management
Asset Management
Risk Management
Budget and Forecasting
Project Co-ordination
Project reporting and Analysis
Change Management
Collaboration
Verbal and Written Communication
Teamwork and Collaboration
Excellent Customer service
Analytical Thinking
Windows & Office 365 deployment
andsupport
Active Directory, SCCM
SharePoint and MS Teams support
Microsoft 365 administration, Azure AD, Exchange Online admin, MFA, MS Teams
CISCO - CUCM, CUCA, VOIP, Cisco
Finesseadministration
Certification
- ITIL 4 Foundation
- CCNA
Timeline
IT Vendor and Asset Management Analyst
Parliament of NSW
08.2022 - Current
IT Support Analyst
Parliament of NSW
06.2020 - 08.2022
IT Service Desk Analyst
George Weston Foods
03.2018 - 09.2019
Customer Support Engineer
British Telecom
09.2012 - 12.2016
Technical Support Analyst
DELL International services
07.2010 - 08.2012
Bachelor of Technology -
INSTITUTE of ENGINEERING AND TECHNOLOGY
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