Sridhar Gavani
Brunswick West
Summary
Detail-oriented IT Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
10
10
years of professional experience
Work History
IT Service Desk Analyst
Fujitsu
06.2022 - Current
- Providing end to end technical support to a diverse range of customers. Ensuring prompt resolution of IT incidents and Requests by resolving them or finding the appropriate escalation required to another level.
- Resolving IT issues to meet all agreed upon Service Level Agreements, Operational Level agreements and Key performance Indicators, individually and as part of a wider team.
- Ensuring compliance to all processes within the current environment and highlighting any improvements, loopholes or breaches to the organization for prompt response.
- Preparing and maintaining procedures and documentation for network inventory, and recording diagnosis and resolution of network faults, enhancements and modifications to networks, and maintenance instructions with the help of CRM we document the issues, asset management, daily activities through Access Now and Service Now.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
Support Specialist
Probe
06.2021 - Current
- Managed over 75 customer calls per day in regards to vaccination bookings, providing advice on Covid restrictions and managed user accounts through Microsoft Dynamics CRM tool.
- Received help tickets from Department of Health customers and delegated tasks to appropriate departmental personnel.
- Assisting local and remote staff with technical problems including desktop/laptop /software & hardware and networking issues and printer.
- Perform network troubleshooting/installations to ensure client networks operate correctly with minimal interruption
- Continuously recommend efficient/effective ways to improve the business to ensure client satisfaction
Production Quality Analyst
BGL
11.2017 - 05.2021
- Develop and perform quality test processes.
- Created and maintained schedules and provided internal support for manufacturing teams.
- Created production schedules to forecast inventory for future supply and demand fluctuations and prevented material shortages and production downtime.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
Technical Support Supervisor
Amazon
10.2014 - 07.2017
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
Master of Science - Information Technology
Deakin University
Melbourne, VIC05.2019
Bachelor of Science - Computer Science
JB Institute of Engineering And Technology
Hyderabad05.2013
Skills
- Software Troubleshooting & Problem Solving
- Communication & Interpersonal Skills
- Phone & Email Technical Support
- Creative Thinking Skills
- Computer Diagnostics
- Collaborative Team Player
- Troubleshooting Network Issue
- Leadership experience
- Organizational know-how
- People skills
References
Simon Smilovitis - Team lead at Fujitsu Australia and New Zealand | Contact email: Simon.smilovitis@auspost.com.au
Bobbie Viney - Team Lead at Department of Health - Probe Group | Contact Email: bobbie.viney@hotmail.com
Nicole Stewart - Operations Manager at Department of Health - Probe Group | Contact Email: nicole.stewart@probegroup.com.au
Timeline
IT Service Desk Analyst
Fujitsu
06.2022 - Current
Support Specialist
Probe
06.2021 - Current
Production Quality Analyst
BGL
11.2017 - 05.2021
Technical Support Supervisor
Amazon
10.2014 - 07.2017
Master of Science - Information Technology
Deakin University
Bachelor of Science - Computer Science
JB Institute of Engineering And Technology
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