Dynamic Desktop Support Engineer with extensive expertise at Blue Connections, proficient in troubleshooting and resolving intricate technical issues.
Overview
5
5
years of professional experience
Work History
Desktop Support Engineer
Blue Connections
09.2024 - 12.2024
Supported a user base of more than 5,000 across Australia (Perth, Brisbane, Sydney, and Melbourne) using remote tools.
Managed call flow, and mailbox queries and responded to technical support needs of customers through So unified ticketing system.
Resolved customer issues in a clear, courteous, and straightforward manner.
Worked closely with team members to meet or exceed all customer service requirements.
Managed service requests and incident tickets within the SLA.
Escalated complex and out-of-scope issues to the appropriate team.
Locating and resolving network issues, system difficulties, and updates and upgrades to the operating system in the user machine.
Installation, configuration, and network troubleshooting of printers, SWIFTPOS and label printers.
Active directory and exchange online service.
Provided support of Office 365 including Teams, SharePoint, and Outlook.
Assisted to provide Multi-Factor Authentication to all users, and shared mailbox to the group of specific users.
Creating and maintaining detailed documentation to ensure functionality and requirements are met as well as allowing for effective handovers and knowledge transfer.
Provided Android and IOS support through MDM (Air watch and Microsoft Intune).
Managed inbuild software for user creation, changed passwords, licenses arranging and processing leavers.
Research, evaluate and recommend solutions and appropriate technology to meet user’s needs.
Training and providing guidance to resources on workplace processes.
Customer Service Representative
Link Group
04.2023 - 08.2024
Provided excellent customer service to resolve customer complaints in a timely manner.
Gathered customer feedback through surveys and used the data to improve customer service.
Developed strong relationships with customers by providing personalized assistance and support.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Set up and activated customer accounts.
Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
Made outbound calls to obtain account information.
Reviewed pension plan documents and performed calculations to ensure accuracy of retirement benefits.
Processed requests for retirement distributions such as lump sums or annuities.
Generated periodic updates on investment performance results compared against benchmarks.
Assisted with customer requests and answered questions to improve satisfaction.
Service Desk Analyst
Datacom Connect Pty Ltd
02.2022 - 01.2023
Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues.
Excel in asking probing questions and researching, analyzing, and rectifying problems.
Azure Administrator supporting Azure AD, Exchange, Skype, One Drive and SharePoint Online.
Azure Management including Licensing and conditional access.
Documentation of processes and procedures within the ICT Department.
Creating, maintaining, resolving tickets through SNOW Systems Management Application, and addressing and classifying them based on their priority.
Providing guidelines, editing and documentation to staff when required instructions access through email for staff members to follow-up steps based on the requirements.
Routinely exceed call-handling goals, closing an average of 20-50 calls daily with an 80% first call resolution ratio and an average talk-time of 7.5 minutes.
Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
Supervise team and provide leadership, training, mentoring, coaching, and direction.
Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.
Collaborated with Tier II and Tier III help desk peers to resolve complex problems that required escalation.
Providing technical support for numerous software and applications.
Administrate user accounts via Active Directory (AD) and Microsoft Identity Management.
Assesses, assigns priority/severity, and responds to situations where standard procedures have failed in isolation or fixing problems them to rapid resolution or escalation of more than 50 tickets daily.
ICT Desktop Support
Silk Logistics
02.2020 - 01.2022
Documentation of processes and procedures within the ICT Department.
Troubleshooting software and hardware related issue on over 5,000 workstations throughout the logistics.
Imaging and installation of computers, laptops, printers, and other devices and installing these devices on the organization.
Perform network configuration on Cisco Switches (including IP phones), and made recommendations for future upgrades.
Maintain backup to ensure security and integrity control also preparing and maintaining switch documentation.
Support network segment, internet, and intranet system by providing quality of service to customers.
Administrate user accounts via Active Directory (AD) and Microsoft Identity Management.
Planning and supporting network infrastructure and manage employee accounts, permissions, passwords, and emails.
Undertaking routing preventative measures and implementing network security, particularly if the network connects to the internet also involved in the design, installation, repair and service of computers and associate equipment.
Managing network infrastructure LAN/WAN, Wi-Fi network, servers and security devices and recommending replacements and up gradation of network and security device.
Install and upgrade an efficient network and troubleshooting network and security issues related with LAN WAN and other applications.
Providing technical support and troubleshooting and rectifying network faults.
Manage back up configuration and restorations.
Troubleshoot network systems when necessary and makes improvements to the network.
Ensures that adequate and appropriate planning is provided to direct building architects and planners in building communications spaces media pathways meet industry standards.
Education
Master of business information systems -
Torrens University
Melbourne
12.2022
Master of Information Technology - Software Development/Networking
Central Queensland University
Melbourne
12.2019
Bachelor’s - computer science
JNTU University
India
12.2016
Skills
Microsoft Office Suite
Email and desktop setup
Troubleshooting and support
Web development (HTML, CSS)
Database management (SQL, DBMS)
Network configuration (CISCO)
Cloud computing (AWS)
Digital forensics tools
Virtual machine configuration
Problem solving and analysis
Strategic planning
Scheduling and flexibility
Project management
References
Professional and Industry References Available Upon Request
Timeline
Desktop Support Engineer
Blue Connections
09.2024 - 12.2024
Customer Service Representative
Link Group
04.2023 - 08.2024
Service Desk Analyst
Datacom Connect Pty Ltd
02.2022 - 01.2023
ICT Desktop Support
Silk Logistics
02.2020 - 01.2022
Master of business information systems -
Torrens University
Master of Information Technology - Software Development/Networking
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