AVINASH N
Brisbane,Australia
Summary
Dynamic IT Field Support Engineer with over 3 years of comprehensive experience in technical support, troubleshooting, and maintenance of software, hardware, and network systems. Expertise in Identity and Access Management (Active Directory) and Microsoft environments (Windows 10/11, Server, Microsoft 365). Proven expertise in managing incidents, service requests, and delivering both remote and on-site support across diverse locations. Certified in Dell and Lenovo hardware, with extensive experience as an ICT Support Field Engineer and Field Engineering Technician. Adept at diagnosing and resolving complex technical issues, ensuring minimal downtime through efficient on-site solutions. Key tasks include managing service requests and incidents, providing technical guidance, and offering support to users both remotely and on-site. Committed to continuous professional development and staying abreast of industry advancements to implement best practices in IT support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
ICT SUPPORT FIELD ENGINEER
Unisys
04.2023 - Current
- Customer Experience Management: Accommodate varying customer experience levels by tailoring technical support strategies and communication styles to effectively meet their unique needs and expectations of each client, fostering positive relationships.
- Incident and Service Request Management: Manage incidents, service requests, and Smart Hand tickets through ServiceNow by prioritizing and addressing issues promptly, ensuring a seamless support experience and high levels of customer satisfaction.
- Technology Research and Trends: Research the latest technology trends and industry developments to stay informed of current trends and best practices, which enables the development of innovative solutions and enhances overall support capabilities.
- Technical Assessment: Read technical manuals and conduct comprehensive computer diagnostics to support for ICT-related problems, ensuring that clients receive timely and effective solutions to maintain their operational efficiency.
- Equipment Setup and Installation: Set up equipment for employee use by ensuring the proper installation of cables, operating systems, and necessary software, which facilitates a seamless transition for users into their work environments.
- Collaborative Problem Solving: Collaborate with team members to develop and implement solutions for complex technical issues, leveraging diverse expertise and collective problem-solving skills to achieve optimal outcomes for clients.
- Record Maintenance: Maintain accurate records of support requests, resolutions, and inventory of equipment and software to ensure efficient management, reporting, and tracking of all support-related activities.
- User Training and Support: Provide comprehensive training and guidance to end-users on the effective use of software applications and hardware systems, empowering them to maximize their productivity and utilize resources effectively.
- System Performance Monitoring: Monitor system performance continuously and proactively identify areas for improvement, implementing necessary changes to enhance overall service delivery, reliability, and user satisfaction.
FIELD ENGINEERING TECHNICIAN
Unisys
03.2022 - 03.2023
- Client Representation: Represented clients by articulating their specific needs and concerns in a clear, professional manner, fostering productive collaboration and building long-term, trust-based relationships with key stakeholders.
- End-User Support: Provided end-users with fully configured and regularly updated computer systems while also managing and troubleshooting Microsoft environments, including Windows 10/11, Server, and Hyper-V, to ensure seamless operational performance and minimal downtime.
- Technical Diagnostics: Conducted thorough diagnostics on both hardware and software by utilizing technical manuals and advanced troubleshooting techniques, while administering Microsoft 365 applications such as Exchange Online, Teams, OneDrive, SharePoint, and Intune, to effectively manage business licenses and meet organizational needs.
- Equipment Installation: Installed and configured a wide range of computer systems and peripheral devices at client locations, ensuring seamless integration with existing technology and full compliance with end-user specifications and organizational requirements.
- System Upgrades: Managed and executed comprehensive system upgrades and maintenance activities on both hardware and software, ensuring that all technology remained up-to-date, fully optimized, and aligned with the evolving needs of the organization.
- Documentation Management: Maintained highly detailed documentation of all service requests, issue resolutions, and equipment inventory, which contributed to more effective tracking, improved reporting capabilities, and enhanced communication across IT support teams.
- Training and Guidance: Provided in-depth training and guidance to users on how to efficiently use computer systems and various software applications, empowering them to develop their technical skills and boost overall productivity within the organization.
- Problem Resolution: Worked closely with cross-functional teams to tackle and resolve complex technical issues, leveraging the expertise of diverse departments to devise innovative, tailored solutions that met the unique challenges of each client.
- Compliance and Safety Checks: Conducted comprehensive compliance and safety checks on all installed equipment, ensuring that every device adhered to strict organizational standards and regulations, and promoting a safe and secure work environment.
Education
Master of Information Technology -
Charles Sturt University
Brisbane, QLD01.2020
Bachelor of Computer Science - undefined
Anna University
Chennai, Tamil Nadu01.2018
Skills
- Hardware Troubleshooting
- Software Troubleshooting
- Network Diagnostics
- Virtual Desktop Systems
- Microsoft Office 365
- DHCP and DNS Configuration
- Identity & Access Management (Active Directory)
- Microsoft 365 Admin (Exchange, Teams, OneDrive, SharePoint, Intune)
- Windows 10/11, Server, Hyper-V Troubleshooting, Quick Assist
- Service Level Agreement (SLA) Management
- Incident and Request Ticketing Systems (eg, ServiceNow and Salesforce)
- Disk Replacement for Enterprise Storage Dell Server
- Installation and Maintenance of PCs and Software
- Network Product Support
- IP Addressing and Subnetting
- New Technology Integration
- Technical Training and Development
- Problem Solving
- Soft Skills:
- Customer Service Excellence
- Time Management
- Effective Communication (Verbal and Written)
- Data-Driven Decision Solutions
- Relationship Building
- Professionalism & Service Delivery
- Field data collection
- Team communication
Certification
- Dell and Lenovo Hardware Certification | January 2021
- Adobe Photoshop Lightroom 2: NIIT Limited | March 2017 – May 2017
Timeline
ICT SUPPORT FIELD ENGINEER
Unisys
04.2023 - Current
FIELD ENGINEERING TECHNICIAN
Unisys
03.2022 - 03.2023
Bachelor of Computer Science - undefined
Anna University
Master of Information Technology -
Charles Sturt University