Ravi Dahiya
Slough,Berkshire
Summary
A dynamic, dedicated, ambitious and multi-skilled IT Analyst with in-depth knowledge of supporting IT applications, software and hardware. Experienced in analysing and resolving hardware and software problems in an accurate and timely manner. Having the ability to maintain a high degree of customer service for all support queries and possessing strong analytical and documentation skills, now seeking new challenges that will enhance my current skillset and experience to further develop my personal and professional attributes.
Overview
20
20
years of professional experience
1
1
Certification
Work history
Experience
Senior IT Support Analyst
Harrods Limited
London
10.2015 - Current
- Supporting over 3000 users and infrastructure in Harrods flagship store, H-beauty stores & Harrods airport stores across the UK
- Covering a wide range of technologies ranging from vendor applications to in-house applications, software and hardware
- Day to day support as BAU
- Project support
- Taking ownership of more complex issues in assisting team members
- Taking ownership of high priority incidents and coordinating with various teams
- Creating and updating training and support documentation
- Liaising with stakeholders and third-party vendors
- Proactive work to minimise downtime
- Configurations & Testing
IT FIELD ENGINEER
Simply Outsourced Ltd
London
04.2015 - 10.2015
- Responsible for supporting clients across London & southeast England
- Part of Epos Field Support team, visiting clients' sites and providing BAU and projects support
- Visiting clients' sites for BAU support
- Supporting news installations & testing across the UK
- Liaising with stakeholders
- Training new starters
IT SERVICE DESK ANALYST
Cerco IT
Crewe
03.2013 - 03.2015
- Part of an IT service desk, supporting SME clients across UK
- First point of contact, providing remote support and/or escalate to other teams
- First point of contact for all IT related issues
- Providing remote IT support
- Escalating to 2nd line support & field support teams
- Updating documentation
GROUND HANDLING SUPERVISOR
Aviance UK Ltd
Heathrow
07.2005 - 02.2013
- Managing a team of 25-30 ground handling staff to provide various ground handling services e.g., Aircraft tows & pushbacks, cargo loading and unloading, baggage loading and unloading, high-value cargo etc
- Creating and organising teams
- Assigning flights to different teams
- Coordinating aircraft movements
- Liaising with stakeholders e.g., Airlines, Catering companies, Refuelers, Field Marshalls etc
- Reporting incidents and near-misses with vehicles and aircrafts
- Rota management
- Holidays management
- Organising regular trainings as per British Airport Authority & Heathrow Airport Limited e.g., Dangerous goods training
IT Support officer
Commonwealth Bank of Australia
07.2003 - 04.2005
- Part of in-house IT, supporting internal & external users
- First point of contact, providing desktop and field support
- First point of contact for all IT related issues
- Providing Desktop support
- Escalating to 2nd line support & field support teams
- Updating documentation
Education
Bachelor of Science - Information Technology
University of Wollongong
2003
Skills
- Operating Systems
- Windows embedded POS operating systems, Windows 7, Windows 8, Windows 10, Windows server 2008, 2012, 2019
- Networks
- TCP/IP, DHCP, WiFi, Access points, Firewalls, Routers & switches, LAN, WAN, VLAN
- Communications
- SCCM, Dameware, Teams
- Printer Technology
- Local and Network Printers
- Active directory
- User accounts, Groups, Group policies, Permissions, Computer accounts, Domain controllers, Azure
- Virtualisation
- Virtual machines on Oracle VM, VMware, Parallel for MAC
- MS office 2007/2010, Office365
- Word, Excel, Access, Outlook, PowerPoint, SharePoint, Teams, Power BI, Power Automate, Power Apps
- Epos Applications
- Enactor, Retail Java, EPOS now, PHP applications
- Mobile and Tablet EPOS
- IOS and Android based EPOS applications
- Epos Back Office
- Retail Java, Enactor, Bizerba, Enactor Restaurant, VMC & Girovend
- Retail Scales
- Bizerba scales systems
- Desktop support
- Application support
Accomplishments
- Certifications
- CP & CT - Australian Computer Society
- ITIL foundation
- CompTIA A
Certification
Vending Machines & Loaders
Girovend & VMC
Service Management
Service Now, Synchroteam, Zen Desk, Freshservice
Mobile Device Management
Vodafone MDM, Intune
Systems Management
SCCM
Timeline
Senior IT Support Analyst
Harrods Limited
10.2015 - Current
IT FIELD ENGINEER
Simply Outsourced Ltd
04.2015 - 10.2015
IT SERVICE DESK ANALYST
Cerco IT
03.2013 - 03.2015
GROUND HANDLING SUPERVISOR
Aviance UK Ltd
07.2005 - 02.2013
IT Support officer
Commonwealth Bank of Australia
07.2003 - 04.2005
Experience
Bachelor of Science - Information Technology
University of Wollongong
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