Himali Kothiya
Sydney
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
Work History
Desktop Support Engineer
Datacom (Department of Customer Service)
05.2023 - Current
- Monitored, troubleshot and resolved issues with single, double and triple monitor setups
- Delivered exceptional desktop and laptop support to users, imaged and re-imaged computers and resolved diverse technical issues
- Implemented strong antivirus, backup, and virtualization strategies for clients
- Evaluated new technologies for potential implementation within organization
- Migrated data from old devices to new ones during hardware upgrades
- Collaborated with team members on large-scale projects or installations
- Ensured proper backup procedures were followed to protect critical data
- Maintained inventory of IT equipment and ordered replacements as needed
- Assisted in-office users and those working remotely with technical problems and quickly restored service
- Coordinated smooth office moves and helped install new hire systems with minimal delay
- Created user accounts and managed access control based on company policies
- Coordinated with external vendors for hardware repairs or replacement parts
- Developed step-by-step guides for common troubleshooting scenarios
- Documented all support incidents in tracking system
- Managed remote desktop connections for offsite employees needing assistance
- Helped users via telephone to diagnose and triage problems
- Improved user performance by providing training in hardware and software use.
Technical Support Officer
Usage Business Solution
04.2023 - 05.2023
- Taught end users to navigate ERP system by developing and presenting training sessions
- Managed customer expectations and relationships through easily understood explanations and clear communication
- Implemented new ERP systems based on accounting requirements and user needs, assisting with system builds, testing and deliverables
- Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Used Microsoft CRM to track customer issue and keeping updated them
- Maintained complex SQL queries, views and stored procedures in multi-database environment with little supervision
- Provided support to ERP software like sage evolution, sage 50, And sage pastel partner.
Service Desk Analyst
Infosys Pty Ltd
06.2021 - 04.2023
- Monitor, test and optimize network solutions by analyzing network operations including activity, capacity, traffic, and hardware solutions to ensure enhanced performance
- Perform troubleshooting procedure during network dropouts and provide technical support in emergency situations per client requirements
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions
- Maximized network availability and performance by monitoring, troubleshooting, resolving outages, and scheduling upgrades
- Engaged with clients and provide technical support on network difficulties like evolve internet, evolve multiline - direct line, evolve voice, jasper, satellite phones etc
- Analyzed, prioritized, researched, and solved IT problems to achieve complete resolution for customers with minimal productivity loss
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems
- Installed, configured, tested, maintained, and administered new and upgraded networks, software database applications, servers, and workstations
- Entered service tickets into incident tracking system (ServiceNow) to facilitate faster problem identification and resolution
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Had exposure to Windows Troubleshooting, office 365 and Active directory.
IT Technical Support
Optus
02.2019 - 05.2019
- (Level 1/2 Help Desk) Worked as a NBN technical support team
- Researched and resolved issues/inquiries daily
- Responsible for assisting our Network team with monitoring the NBN co portal
- Worked the Help Desk providing, diagnosing, troubleshooting, and resolving client issues
- Made outbound service calls to resolve customers' problems and inquiries, including but not limited to tech support and account information
- Used troubleshooting skills to diagnose and solve the query of clients
- Used different software for troubleshooting like JARVIS citrix, helix, Sherlock, DIMPS, NBN co portal, IFMS, Nexus, Nexus and Live engage good understanding skills of different network connection FTTP, FTTN, FTTC and HFC cables
- Used Sherlock for troubleshooting, ran some tests on it regarding slow speed of internet, internet not working, Dropout internet
- Created Problem report (PR ticket) on IFMS for some customer and transferred to case management team
- Checked NBN co portal with the lock ID, ran AVC test to show whether the problem is in the modem or in the NBN line, and booked the technician for the clients.
Software Tester Trainee
Web Soft Box
02.2016 - 02.2017
- Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in knowledge base for support team use
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities
- Built website interfaces with HTML and CSS
- Tested websites and performed troubleshooting prior to deployment
- Used programming capabilities in SQL
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
Education
Master of Science - Information Technology
Central Queensland University
Bachelor of Science - Information Technology
Gujarat Technological University
Skills
- Resolve Technical Problems
- Customer Support
- Installing Windows
- Service desk support technical troubleshooting Friendly, positive attitude Problem resolution
- Maximizing network performance through ongoing monitoring and troubleshooting
- Investigating faults in network
- Desktop Technical Support
- Troubleshooting technical issues
- Following up with patients
- Office 365, Windows 10/11, Active directory
- ServiceNow, JIRA and Microsoft CRM
- Remote Desktop Support
- Hardware diagnostics
- Troubleshooting and diagnosis
Timeline
Desktop Support Engineer
Datacom (Department of Customer Service)
05.2023 - Current
Technical Support Officer
Usage Business Solution
04.2023 - 05.2023
Service Desk Analyst
Infosys Pty Ltd
06.2021 - 04.2023
IT Technical Support
Optus
02.2019 - 05.2019
Software Tester Trainee
Web Soft Box
02.2016 - 02.2017
Master of Science - Information Technology
Central Queensland University
Bachelor of Science - Information Technology
Gujarat Technological University
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