Sunil G C Email & Phone Number

Adelaide, South Australia, Australia

• Provide first-level and second-level technical support to internal customers, ensuring prompt resolution of incidents and service requests.
• Respond to customer inquiries, troubleshooting hardware and software issues, and offering guidance to develop understanding of simple solutions.
• Manage and prioritize requests and incidents, adhering to established service level agreements (SLAs) to ensure timely resolution.
• Perform staff on-boarding and off-boarding processes.
• Maintain regular communication with customers, IS team and resolver groups, providing transparency of operational targets and resolution timeframes.
• Create and update knowledge base articles to support RAA staff, Service Desk Team and other resolver groups to enable self-service and efficient issue resolution.

Australia

• Serve as the first point of contact for any technical issue via phone, email, remote access and onsite.
• Perform first-level diagnosis and troubleshooting support to end-users related to the computer hardware, software, mobile devices and products.
• Actively responding to the tickets and perform troubleshooting and escalate the unsolved issue to Level 2 technical teams.
• Ensure customer satisfaction through efficient call handling and communication.
• Level 1 support of Microsoft systems including Active directory, Microsoft Exchange and Azure Active Directory.
• Perform staff on-boarding and off-boarding process.

Australia

• Build sustainable relationships and trust with customer through open and interactive communication
• Supervising and managing a team of sales associates and other staff members to ensure that the store runs smoothly and efficiently.
• Monitoring and analysing sales data to identify trends and make strategic decisions to improve performance.
• Managing inventory levels and ordering stock as needed to meet customer demand.
• Monitoring and addressing customer complaints or concerns and working to improve the overall customer experience.
• Being responsible for store security, including loss prevention, access control and surveillance.

Melbourne, Victoria, Australia

• Performed test and analysis of 5 different tools: Wireshark, Nmap, Metasploit, Hydra Tool and Legion
• Developed and execute software testing strategies including test schedule and functions to be tested and performed test across all test cycles, integration, verification, regression and validation
• Ensured the test activities are performed and completed and gets the desired outcome and raised and retest defects when necessary
• Captured and developed technical documentation
• Contribute to process improvements within the team to ensure efficiency and consistency

Information Technology

Master'S Degree, Networking (Cyber Security), Distinction

CISCO Networking Routing and Switching, System Management, Server and virtualization, IT cyber security, Project Management, Research and.

Master'S Degree, Health Services Administration

Bachelor'S Degree, Public Health