Gisna Kottayamkandy Pudukudy
WattleGrove,WA
Summary
Astute Desktop Support Technician with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Desktop Support position. Ready to help team achieve company goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Attentive Desktop Support Technician with 1 year correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Kinetic IT
04.2022 - Current
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices .
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Configuring Cisco Phones and troubleshooting issues with Cisco VoIP phones.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
Senior Service Desk Technician
Kinetic IT
06.2021 - 04.2022
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Developed strong organizational and communication skills.
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Have been a highest call Picker most of the days with minimum QA's.
- Have managed over 60 calls a day during Peak times.
- Organized and detail-oriented with a strong work ethic
- Worked effectively in fast-paced environments
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Adaptable and proficient in learning new concepts quickly and efficiently
- Paid attention to detail while completing assignments
Service Desk Technician
Kinetic IT
06.2020 - 06.2021
- Walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Documented support interactions for future reference.
- Worked with ServiceNow ticketing system.
- First point of contact with end users.
- Quick Scope collection and escalation to appropriate team if necessary.
- Met SLA's while handling Tickets.
- Made sure to include maximum details for the resolution team.
Education
Certificate IV in IT And Networking - IT And Networking
South Metropolitan TAFE
Thornlie, WA06.2019
Bachelor of Science - Electronics And Communications Engineering
Srinivasa Institute Of Engineering And Technology
India05.2011
Skills
- End-User Account Management
- Remote Support
- Device Configuration
- User Assistance
- Software Installation
- Desktop Diagnostics
- Friendly and Patient
- Resolve Technical Problems
- Computer Hardware Knowledge
- ServiceNow Ticketing System
- Knowledge in Active Directory
Certification
CompTIA A+
CompTIA N+
ITIL Certification.
CompTIA A+ and Comptia N+ certificate obtained.
CompTIA A + and N+ Were obtained in 2011 after completing my bachelor's Degree when I thought This would be my first steps that would help me understand the basics of computer hardware and communication methods and Networking basics and Cabling used in Networking.
Timeline
Desktop Support Technician
Kinetic IT
04.2022 - Current
Senior Service Desk Technician
Kinetic IT
06.2021 - 04.2022
Service Desk Technician
Kinetic IT
06.2020 - 06.2021
Certificate IV in IT And Networking - IT And Networking
South Metropolitan TAFE
Bachelor of Science - Electronics And Communications Engineering
Srinivasa Institute Of Engineering And Technology
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