Himali Kothiya
Sydney,NSW
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing technical support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
Work History
Senior IT Support Engineer
Dynatrace
09.2024 - Current
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Managed onboarding and offboarding of employees.
- Provisioned new software and hardware for use, following established security policies
- Managed user accounts, permissions, and access controls to maintain a secure computing environment.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to end-user.
- Implemented a centralized ticketing system to track, prioritize, and resolve IT support requests more efficiently.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Trained junior staff on best practices in IT support procedures.
- Ensured all corporate IT assets were inventoried accurately in order to maintain an up-to-date asset database.
- Trained end-users on new technologies and systems to enhance their understanding and efficiency.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Troubleshoot and resolved complex technical issues, minimizing disruption to end-user.
- Analyzed system logs for identifying potential issues before they escalated into larger problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Desktop Support Engineer
Datacom (Department of Customer Service)
05.2023 - 09.2024
- Delivered exceptional desktop and laptop support to users, imaged and re-imaged computers and resolved diverse technical issues
- 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.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
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.
Education
Master of Science - Information Technology
Central Queensland University
Bachelor of Science - Information Technology
Gujarat Technological University
Skills
- User account management
- IT asset management
- Customer relationship management
- Team collaboration
- ITIL framework
- Mobile device management
- Virtualization technologies
- Technical writing
- Hardware troubleshooting
- Active Directory management
- Azure/Intune/Autopilot
- Global protect/Palo alto VPN
- JAMF/macOS
- MDM services
- Log analysis
- Windows OS support
- Group policy management
- Team coordination and leadership
Timeline
Senior IT Support Engineer
Dynatrace
09.2024 - Current
Desktop Support Engineer
Datacom (Department of Customer Service)
05.2023 - 09.2024
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
Master of Science - Information Technology
Central Queensland University
Bachelor of Science - Information Technology
Gujarat Technological University
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