Raghavendran Gopal

E-mail: raghavendran.gopal@gmail.com
Mobile: 7448832444

Profile Summary:

Configuration - Proficient Networking knowledge in several protocols such as TCP/IP, RIPv2,

IGRP, EIGRP, OSPF, VLAN, NAT, STP, HDLC, and PPP.
 Completed Cisco Certified Network Associate Routing & Switching (CCNA)
 Completed Microsoft Certified IT Professional- Server Administrator (MCITP)

Administration - Excellent understanding and experience configuring Microsoft Server

2008,Server 2012,Windows 8.1,Windows 7/10 ,Mac OS, Active directory, DNS, DHCP,
VPN, DFS, Microsoft SCCM, MS Lync, MS Exchange, Citrix XenApp 6.5, Office
365,group policy, monitoring and maintenance

Customer Service – Have exceptional customer service experience in level 1&2 Technical
support and worked on incident management tools like Manage Engine Service Desk Plus,
Zendesk, Service Now

Communication - Exceptional written and verbal presentation skills. Use proper grammar and
have a good tone of voice.
Interpersonal Skills - Enjoy working as part of a team and accept supervision. Received positive
evaluation from managers.
Flexible - Willing to learn, explore and update new technology. Interested in improving
efficiency on assigned tasks.
Attention to Detail - Concerned with quality and maintain a balance in quality and time.

Educational Profile:

Degree: Master of Science in Network Systems (Network Security)

University: Swinburne University of Technology, Melbourne, Australia; Duration: 2009 – 2011

Degree: Bachelor of Engineering in Electrical and Electronics

College: SSN College Of Engineering, Chennai, India
University: Anna University, Chennai, India; Duration: 2002 – 2006

Professional Employment:

Name Of the Organization: Icon Plc

Designation : IT Service desk analyst
CV – Raghavendran Gopal
Duration : Nov 2022 – Oct 2023
Location : Chennai, India
Responsibilities :

 Responding to IT support requests over the phone, via email and in person
 Managing calls in a timely manner
 Downloading, installing and configuring software to meet user requirements
 Advise users on appropriate course of action
 Monitor issues from start to resolution
 Escalate, if needed, unresolved problems to a higher level of support
 Maintaining IT documentation
 Analyzing issues and determining correct software or hardware solution

Name Of the Organization: Shell

Designation : RPA Support Analyst
Duration : Nov 2021 – Apr 2022
Location : Chennai, India
Responsibilities :

 Gathering and analyzing data

 Interpreting gathered data
 Submitting reports to the relevant department heads and management
 Finding patterns and trends in the analyzed data
 Helping the management and other teams draw business goals and needs

Name Of the Organization: MYOB

Designation : Digital Delivery Analyst
Duration : Apr 2018 – Jun 2018
Location : Melbourne, Australia
Responsibilities :

 Address user tickets regarding hardware, software and networking

 Prioritise incidents and requests and escalate to appropriate personnel when necessary
 Set up new hardware and install software
 Contribute to the knowledge base, and maintain existing content to ensure helpful and
accurate information is available to both the team and clients
 Monitor and maintain records in Service Management tool(Zen desk) to ensure timely
completion within predefined service level agreements
 Maintain and support Audio Visual equipment in meeting rooms for video conferencing and
collaboration
 Work closely with other teams within IT Services to ensure quality and timely service is
provided to our clients

CV – Raghavendran Gopal
 Name Of the Organization: Johnson and Johnson
Designation :IT support and deployment engineer
Duration : Nov 2013 – Dec 2013, Mar 2014 – Apr 2014
Location : Melbourne, Australia
Responsibilities :

 Desktop imaging for users, migration from XP to Win 7 and installation of new work stations
 Add new users to provide access to databases and system functions
 Develop the infrastructure and systems to meet the company needs
 Backing up of old and relevant data to the appropriate hard drives
 Experience in working with Remote Desktop Protocol and VPN client (Cisco and Nortel)
access knowledge in Windows XP / 7 Operating system
 Supporting users with the applications and installation of software upgrades
 Provide relevant documentation for the back up and installation procedure for the user

Name Of the Organization: Royal Victorian Eye and Ear Hospital

Designation : IT Service Desk Analyst
Duration : July 2012
Location : Melbourne, Australia
Responsibilities :

 Ability to handle Manage Engine Desktop central 8 for remote desktop management & Manage
Engine Service Desk Plus for logging requests and other key issues faced by the users
 Working on active directory(2003 and 2008) and helping users to reset passwords and
other common issues
 Application Support for PIMS(Patient information management system),Clinical systems
& Imprivita single sign on via Citrix Xen app and other applications
 Replacement of computer hardware and installing appropriate software and upgrades for users
in the hospital

References upon Request

CV – Raghavendran Gopal
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CV – Raghavendran Gopal