Hari Sama Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Working as "Business Systems Officer" at "Major Road Projects Victoria" (Department Of Transport and Planning)

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Key Responsibilities: Provided first point of contact for all inbound communications by logging incidents, requests using IT Management system "Cherwell" with agreed service level agreements (SLA’s). Provided telephone, email, and in-person support to all the council staff. Following up on calls logged and resolve timely manner and escalate to other IT teams if required. Prioritising incidents and service requests as per their urgency level and resolving those accordingly. Provide high level and prompt service to all staff, councillors, stake holders, external clients and vendors. Provide After hour service as required. Troubleshooting and Resolving IT issues using remote access. Provide IT support to various Council onsite locations like childcare centres, library, art museum and other council onsite locartions. Capable of working autonomously and focusing on customer satisfaction as priority. Achieved 80% First call resolution. Liaising with Third Party vendors for software and hardware issues. Performed IT procurement- Liaising with vendors to purchase IT equipment. Creating, maintaining and updating user accounts in Microsoft Active Directory. Involved in creating user accounts in other council applications. Conducting the IT Induction process for all new staff. Training staff with new applications as per requirement. Creating knowledge base documents and uploading to TRIM. Imaging and reimaging laptops using SCCM. Software installation and support: Microsoft Products, Office, Adobe. Telephone systems installation and on-going support: Mitel(softphone), NEC. Video Conference set up and support. Setting up IT Hardware and Telephony Equipment. Deploying applications through SCCM and installing manually when required. Setting up all Kinds of IT equipment, Support. Responsible for user onboard and offboard process.

Melbourne, Victoria, Australia

IT Service Desk Analyst-IT support -Environment -Win SOE 7/8/10

Melbourne, Victoria, Australia

-IT Support Analyst -Supporting major VIC GOV Departments-Environment -Win SOE XP/7/8---------Key Responsibilities: Provided first point of contact for all inbound communications by logging incidents, Requests, Changes in line with organisational standards and assigning tickets to relevant Technical Teams and groups. Provided telephone, email, and in-person support to over 10000 end users. Well experience with call logging systems “Remedy”. Well experience with call telephone system Q-Master. Experienced and skilled with remote assistance tools-windows remote assistance, GotoAssist. Achieved the highest level of first-call resolution of average 85%. Extensive support on Lotus Notes, Citrix, Microsoft Products. Create, respond to, escalate, and close tickets. Track all outstanding tickets and worked closely with Tier II Technician to ensure any problems are resolved in timely manner. Handled all kinds of Requests, Incidents, in the call logging tool. Provided 1st level (Help Desk) and 2nd level (Desk top Support) technical support to customers on telephone, email and face to face. Troubleshooting software issues related to Windows operating systems XP/Vista/Windows 7/8/8.1/10 , Microsoft Office, and Lotus notes and other corporate deployed desktop applications and Microsoft patches. Help customers identify and resolve issues pertaining to Mobile smart devices: Windows, iPhones/iPads, Android devices, Samsung devices and all kinds of personal Mobile devices. Maintained SLAs (Service Level Agreement) with highest customer satisfaction. Responsible for supporting: Windows XP/Vista/Windows 7/Win8 Office 2007 and 2010, Windows Server, Small Business Server 2003/2008, Active Directory Management Exchange 2003/2007, Lotus Notes, Citrix. Anti-Virus Products-McAfee. Troubleshooting issues related to LAN/WAN,TCP/IP, VPN, secure access methodologies, and wireless technologies.

Melbourne, Australia

Key Responsibilities: Provided first point of contact for all inbound communications by logging incidents, Requests, Changes in line with organisational standards and assigning tickets to relevant departments. Provided telephone, email, and in-person support to over 4000 end users. Well experience with call logging systems “HP-SM7” and “Service now” and “Avaya” telephone system for ticketing service and remote assistance tools-windows remote assistance, GotoAssist. Responsible for creation, maintenance, deletion of AD (MS-Active Directory) account and outlook email accounts for end users. Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%). Handled 30+ calls, around 30+ emails daily and consistently met high service standards. Diagnosing, Troubleshooting, resolving, and documenting hardware, software, and network related technical issues. Maintained and achieved the SLAs and target of call handling time and call duration time on the phone with customer. Achieved the highest level of first-call resolution. Create, respond to, escalate, and close tickets. Track all outstanding tickets and worked closely with Tier II Technician to ensure any problems are resolved in timely manner. Handled all kinds of Requests, Incidents, Changes, and Problems in the call logging tool. Provided 1st level (Help Desk) and 2nd level (Desk top Support) technical support to customers on telephone, email and face to face through tickets. Maintained SLAs (Service Level Agreement). Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Windows Server, Small Business Server 2003/2008, Active Directory management Exchange 2003/2007, Blackberry Server, Backup products, Cisco IP telephony, Anti-Virus products-Trend Micro

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Desktop support Technician

Melbourne, Victoria, Australia

Key Responsibilities: Support approximately 7000 end-users including VIPs and ministers with computers, laptops, network systems, printers, and peripheral devices. Provided support for Windows XP and Windows 7 environments. PC and monitor rollouts. Configure, deploy and relocate multiple PCs, printers, monitors and laptops. Building, imaging and re-imaging PCs including custom builds. Provide second level support for all desktop related problems via requests and incidents using the Unicenter Server Desk (CA-USD) tool. Provide functional and technical support for desktops, laptops, LAN, and remote systems. Provide basic to medium level support for IBM Lotus Notes issues. File restoration through URD system(in-house application to submit file restoration requests) Archiving and backing up IBM Lotus Notes emails for staff. Granting folder and file access using MS-Active directory. Used a number of departmental business applications including Eministerials, TRIM, EndNote, Oracle, SPSS, SAS and SnagIT. Provide second level support for Microsoft Office suite (2003/2007/2010). Evaluate business needs and recommend solutions. Replace PCs using Migman software including transferring the data, shares and flags. Disk wiping using recommended departmental utility tool. Decommissioning the IT equipment by board of survey procedure under departmental guidelines. Remote assistance using Dameware and CA-USD remote assistance. Software Deployment. Manage the configuration and performance management of all PC systems. Experience in processing Remote Secure Access (RSA) token applications. Setup and support printers including toner stock maintenance and toner installation. Install and provide support of a large range of applications such as EndNote, Adobe, Nero, PDF Creator, SPSS, SAS and STATA. Install peripheral devices and associated software drivers. Procured, received, documented and tracked inventory of all computer equipment.

Melbourne, Australia

Key Responsibilities: Support approximately 7000 end-users including VIPs and ministers with computers, laptops, network systems, printers, and peripheral devices. Provided support for Windows XP and Windows 7 environments. PC and monitor rollouts. Configure, deploy and relocate multiple PCs, printers, monitors and laptops. Building, imaging and re-imaging PCs including custom builds. Provide second level support for all desktop related problems via requests and incidents using the Unicenter Server Desk (CA-USD) tool. Provide functional and technical support for desktops, laptops, LAN, and remote systems. Provide basic to medium level support for IBM Lotus Notes issues. File restoration through URD system(in-house application to submit file restoration requests) Archiving and backing up IBM Lotus Notes emails for staff. Granting folder and file access using MS-Active directory. Used a number of departmental business applications including Eministerials, TRIM, EndNote, Oracle, SPSS, SAS and SnagIT. Provide second level support for Microsoft Office suite (2003/2007/2010). Evaluate business needs and recommend solutions. Replace PCs using Migman software including transferring the data, shares and flags. Disk wiping using recommended departmental utility tool. Decommissioning the IT equipment by board of survey procedure under departmental guidelines. Remote assistance using Dameware and CA-USD remote assistance. Software Deployment. Manage the configuration and performance management of all PC systems. Experience in processing Remote Secure Access (RSA) token applications. Setup and support printers including toner stock maintenance and toner installation. Install and provide support of a large range of applications such as EndNote, Adobe, Nero, PDF Creator, SPSS, SAS and STATA. Install peripheral devices and associated software drivers. Procured, received, documented and tracked inventory of all computer equipment.