Open to opportunities

Sambal Acharya

@sambalacharya

Message

I provide reliable IT help desk support and customer-focused troubleshooting, improving service quality from day one.

Zimbabwe

Message

What I'm looking for

I’m looking for a rewarding role where I can use my IT support and customer service strengths to solve problems quickly, communicate clearly, and improve service quality—while continuing to grow my soft skills in a supportive team environment.

I’m a customer-focused IT Support and Help Desk professional with a strong technical foundation across troubleshooting, ticket resolution, and fast follow-up. I’ve consistently operated as a first point of contact for internal and external customers, delivering clear recommendations and dependable service.

In my IT roles, I managed ticket backlogs by calling and emailing internal customers, helping bring a ticket queue down by 80%. I also resolved problems above 88% of the time as a first point of contact, and received very good feedback from customer satisfaction surveys.

Beyond IT, I’ve supported operational excellence in the food and manufacturing environment. I exceeded productivity targets during external assessments for packaging, salad dressing, and other process tasks, while also handling administrative work like printing, photocopying, and maintaining Excel spreadsheets aligned for stock control.

I’m currently building my soft skills while progressing toward more rewarding, impact-driven work—where I can combine technical support strengths, practical problem-solving, and continuous improvement to help teams run smoother and customers get results.

Experience

Work history, roles, and key accomplishments

Current

Process Worker

Current

Endeavor Foundation

Oct 2023 - Present (2 years 6 months)

Performed manufacturing and stocktaking process work to support efficient daily operations. Exceeded productivity targets during external assessments for packaging, salad dressing, and related tasks, and collaborated with management to improve stock control spreadsheets.

Manufacturing Operations Spreadsheets Administrative Support Packaging Production Support Stock Control

IT Support & Customer Service

Samroj IT Support

Dec 2016 - Apr 2020 (3 years 4 months)

Provided first point of contact IT support for customers in the Western Sydney region, handling troubleshooting and timely follow-ups after issue resolution. Achieved resolution on over 88% of first-contact problems and delivered accurate work-ethic-based recommendations.

IT Support Customer Service Troubleshooting Timely Follow Ups Recommendations

Help Desk Analyst

The Star Entertainment Group

Apr 2016 - Jul 2016 (3 months)

Resolved backlogged IT tickets by contacting internal customers via phone and email to diagnose and close issues. Reduced the ticket queue by 80% while primarily handling ticket resolution.

Help Desk Support Ticketing Systems Backlog Management Email Support Troubleshooting Prioritization

Help Desk Analyst

First Data

Apr 2015 - Oct 2015 (6 months)

Served as first point of contact for IT software and hardware issues across many countries, providing support by phone and email. Delivered timely assistance to internal customers to resolve technical problems reported to the IT manager.

IT Support Multi Country Support Phone Support Email Support

Level 1 Help Desk Analyst

Macquarie Telecom

Aug 2013 - Aug 2014 (1 year)

Provided level 1 IT support as first point of contact by phone and email for IT issues across Australia. Received very good customer satisfaction survey feedback for support delivered.

end user support Phone Support Customer Satisfaction