Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dolly Khunt

Adelaide,SA

Summary

Resourceful Technical Support Engineer with 3+ years of diverse IT service experience. Personable and dedicated customer service representative with extensive industry experience, consistently ensuring customer satisfaction. Proven team player adept at establishing rapport with clients and contributing to company success. Results-oriented professional with a passion for building relationships, cultivating partnerships, and growing businesses.

Overview

9
9
years of professional experience

Work History

Technical Support Engineer

UKG company
Adelaide, SA
10.2022 - 11.2023
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Contributed to knowledge base by creating and maintaining articles and other technical documents.
  • Instructed personnel on new systems and software via presentation and provision of training materials.
  • Fulfilled client customization requests for managed systems and software components according to internal business requirement policies.
  • Replied to customer queries via email, messaging systems and support ticket platforms.
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Monitored ticketing system queues for incoming requests from customers.

Service Desk Analyst Level

CIVICA - Department for Education South Australia
Adelaide
02.2022 - 08.2022
  • Systematically interprets user problems and identifies solutions and possible side effects
  • During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
  • Escalated complex issues by working with Tech Ops Team to resolve.
  • Basic understanding of SQL and procedures.
  • Read only access to SQL database and servers.
  • Monitored performance metrics to keep databases functioning at optimal capacity.
  • Assessed customer needs and goals through communication and system evaluations to modify existing databases for personalized customization.
  • Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
  • Collaborated with other teams to ensure successful resolution of customer inquiries.

IT Help Desk Administrator Support

IT Teks Australia
Melbourne
01.2021 - 03.2022
  • MS Exchange/ Outlook 365
  • Desktop, hardware, Software and Network related issues
  • Desktop/ Laptop presentations support
  • Practice Management System support, Telephone system support
  • Set up new user accounts exit or permission changes
  • Rebuild/ re-image PC’s, Keep process documents up to date
  • Experience with different application and Office
    related products Licensing.
  • Installed and configured operating systems, application software, and system management tools.
  • Monitored system performance and responded to alarms or alerts.
  • Trained new employees on support processes, procedures and knowledge base.

ERP Application Support Consultant

PNORS Technology/WillDooIT
Melbourne
09.2021 - 02.2022
  • Implement and configure ERP application consulting customers
  • Train end users in specific modules of ERP application
  • Provide post-sales support as needed
  • Collect requirements, analyze businesses and execute process workshops
  • Interact with teams of developers, offshore teams then monitor and tune performances
  • Participate in all ERP implementation steps as assigned
  • Prepare application modes as per clients' requirements
  • Creating tickets on odoo and escalating issues to the developers
  • Consult the client to collect all relevant data for implementation
  • Lead process reviews and application configuration discussions with clients
  • Assist clients with implementation and training of ODOO ERP.

Customer Service Team Member

Bunnings Warehouse
Melbourne
04.2016 - 08.2020
  • Contributed to team success by completing jobs quickly and accurately
  • Conducted frequent equipment inspections and basic repair actions to keep machinery operating at peak levels
  • Created appealing displays for routine arrangements and special promotions
  • Sought out ways to go above and beyond job requirements
  • Carried out day-day-day duties accurately and efficiently
  • Used coordination and planning skills to achieve results according to schedule
  • Trained 10 new employees in each minimum time frame in procedures and policies in order to maximize team performance.
  • Followed company policies and procedures diligently relating to exchanges and returns.
  • Explained product details and care to potential customers.

Senior Executive Sales Representative

Angel Broking Ltd
08.2014 - 07.2015
  • Identifies business opportunities by identifying prospects and evaluating their position in the industry, researching, and analyzing sales options
  • Sells products by establishing contact and developing relationships with prospects, recommending solutions
  • Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements
  • Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors
  • Prepares reports by collecting, analyzing, and summarizing information
  • Maintains quality service by establishing and enforcing organization standards
  • Contributes to team effort by accomplishing related results as needed.

Education

Master of Science - Information Technology

Charles Sturt University
VIC
07.2020

Master of Commerce - Accounting

Gujarat University
03.2015

Skills

  • Platforms: Department of education work environment software hands-on, Windows, Microsoft products, ODOO
  • Hardware: iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors
  • Troubleshooting and diagnosis
  • Application installations
  • Customer support needs assessment
  • Remote Technical Support
  • Hardware diagnostics
  • Software upgrades
  • Decision-making
  • People skills
  • Problem resolution
  • Customer support strategy
  • Ticket Queue Software
  • Leading Team Meetings
  • Client Service
  • Interpersonal Communication
  • Salesforce and JIRA Systems
  • Issue Escalation
  • Dellboomi integration
  • Training abilities

Timeline

Technical Support Engineer

UKG company
10.2022 - 11.2023

Service Desk Analyst Level

CIVICA - Department for Education South Australia
02.2022 - 08.2022

ERP Application Support Consultant

PNORS Technology/WillDooIT
09.2021 - 02.2022

IT Help Desk Administrator Support

IT Teks Australia
01.2021 - 03.2022

Customer Service Team Member

Bunnings Warehouse
04.2016 - 08.2020

Senior Executive Sales Representative

Angel Broking Ltd
08.2014 - 07.2015

Master of Science - Information Technology

Charles Sturt University

Master of Commerce - Accounting

Gujarat University

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Dolly Khunt