Upasana Kaur

Experience

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  Tech Mahindra

  Mar 2013 - Jun 2014

  Service Desk Engineer

  • Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP.• Procuring network equipment and managing subcontractors involved with network installation.• Configuring firewalls, routing and switching to maximize network efficiency and security.• Maximizing network performance through ongoing monitoring and troubleshooting.• Arranging scheduled upgrades.• Investigating faults in the network.• Updating network equipment to the latest firmware releases.• Reporting network status to key stakeholders.• Maintain network and performance and suggest improvements.Best Performer - Network Support Engineer Show less

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  GLOBAL MONEY TRANSFER LTD

  Sept 2014 - Oct 2018

  Service Desk Engineer

  • Working on company’s ERP system for currency exchange, transfer and various banking services.• Providing technical support to the customers using the website and mobile applications.• Maintaining the company’s standards by conducting accreditation audits, assessments and reviews. • Adhering to operations and security procedures by participating in all dual-control functions, maintaining customer traffic surveys, auditing other tellers’ currency, and assisting in certification of proof. • Exercising effective customer service to achieve maximum customer satisfaction.• Monitoring transaction by utilizing KYC and anti-money laundering standards. Show less

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  Gallagher

  Oct 2018 - Oct 2019

  Best Practice Consultant

  • Liaising with project stakeholders to determine IT requirements.• Analysing existing capabilities to identify potential issues and areas for improvement.• Working closely with senior IT professionals to develop new systems, strategies and policies.• Overseeing successful implementation of new technologies and systems.• Overhauling current IT processes to increase efficiency.• Providing consultation on new technology strategies and implementations.

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  Transport for NSW

  Nov 2021 - now

  IT Service Operator (Major Incident Manager)

  • Leading major incidents by providing clear direction and guidance to the incident response teams and ensuring that all team members understand their roles and responsibilities.• Providing regular updates on the incident's status, progress, and resolution timeline. Acting as a central point of contact for all stakeholders (including senior management, technical teams, vendors, and customers).• Assessing the severity and impact of the incident and prioritizing tasks and actions accordingly.• Working with technical teams to develop and execute a plan for resolving the incident as quickly as possible while ensuring minimal disruption to normal business operations. Show less