Reading, Sports, Gym, Travelling
Richard Esan
Senior Desktop Support Analyst| Cyber Security Enthusiast
Sydney
Summary
Dedicated and Enthusiastic Senior Desktop Analyst with 5 years of IT support experience including cyber security skills. Demonstrated excellence in troubleshooting and reducing issue resolution time with 98% SLA. Implemented efficient Tech Bar system resulting in higher user satisfaction, while Committed to improving and securing IT infrastructure.
Excellent problem-solving skills and positive, upbeat attitude. Knowledgeable about system troubleshooting and network configuration, with proficiency in Windows OS and hardware diagnostics. Committed to driving operational efficiency and enhancing user experience through dedicated support.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Senior Desktop Support Analyst
Rabobank
12.2023 - Current
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 3000 clients.
- Served as a liaison between IT department staff members to ensure seamless integration of technology services across all business units within the organization.
- Contributed to the success of IT projects by single handedly creating and implementing new streamline process to enable efficiency while maintaining 98% SLA.
- Prevented potential data loss incidents through proactive identification of potential threats or vulnerabilities in the systems environment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted over 3000 clients daily by gaining remote access to computers and manipulating applications.
ICT Service Desk Analyst
Deloitte
03.2020 - 11.2023
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Provided 1st/2nd line resolution service to over 4,000 end users. It includes calls that need password resets, account administration, applications support, printer issues, rebooting of devices, and remote support.
- Provided 80% solutions to any tickets raised on the service desk and escalating the rest of 20% to the 2nd/3rd line or external suppliers for remediation.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
- Established and maintained effective communication with Business Units and key stakeholders, acting as their point of contact for information system issues, collaborating, and working towards a common goal.
- Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
Assistant Store Manager
Verizon Wireless
03.2014 - 01.2020
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Assisted the store manager in shift scheduling while handling daily store operations such as opening/closing, inventory control, cash management, and various office/administrative duties.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached and developed store associates through formal and informal interactions through mentorship to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Led teams in planning, implementation and execution of merchandise sales of Verizon wireless services and accessories.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
Education
Bachelor of Science - Business Management
University of Phoenix
Skills
- Teamwork and Collaboration
- Technical Troubleshooting
- Multitasking and Prioritization
- Defect Analysis and Resolution
- Security Tools and Cyber Essentials
- Compliance Management and Security Awareness Training
- Excellent Verbal and Communication Skills
- Remote Support and ITIL Best Practices
- Help Desk Support
- Issue and Resolution Tracking
- Attention to Detail
- Excellent Customer Service
Core Tools
Active Directory, MS Office 365 Exchange Server, SCCM, VMWare, Secret Server, Windows, Open VPN, BIG IP Edge, Firewall, WAN/LAN, TCP/IP, UDP, HTTP/HTTPS, SMTP, GTP, DHCP, DNS, Microsoft Office Suite, Azure, Dynamics 365, Sharepoint, DocsCorp, MFA, RSA, One Drive, Condeco, Workday, OneNote,Secure Client, IP Communicator, Remedy, Service Now, LanDesk, Hornbill, Zendesk, Helpdesk, Company Portal, Citrix Workspace, LogMeIn, WorkSpace, Event Viewer, Team Viewer, Microsoft Intune, Meraki, Duo, ZScaler, AirWatch, Set up and Configuration of Desktop, Laptop Re-imaging, Application Repair, MimeCast, IManage, Printers' Installation, Troubleshooting, Powershell, Sophos, McAfee, Airlock, Working in an ITIL V3 environment
Work Rights
Permanent Resident
Accomplishments
- Created and initiated a Tech bar improvement project to increase staff satisfaction and reduction of wait time with a better streamlined process.
- Supervised team of 10 staff members.
Affiliations
ISACA
CompTIA
ISC2
Certification
CompTIA Security+ SYD-701
Interests
Timeline
Certified information Security Manager (CISM), ISACA
04-2025
CompTIA Security+ SYD-701
03-2025
Lean Six Sigma White Belt
03-2025
Senior Desktop Support Analyst
Rabobank
12.2023 - Current
ICT Service Desk Analyst
Deloitte
03.2020 - 11.2023
Assistant Store Manager
Verizon Wireless
03.2014 - 01.2020
Bachelor of Science - Business Management
University of Phoenix
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