Summary
Overview
Work History
Education
Skills
Core Competencies
Projects
References
Work Availability
Timeline
Insiya Garg

Insiya Garg

IT Support Engineer
Sydney,NSW

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

8
8
years of professional experience

Work History

It Support Engineer

Amazon
06.2022 - Current
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Translated complex technical issues into digestible language for non-technical users.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Monitored systems in operation and quickly troubleshot errors.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Configured hardware and granted system permissions to new employees.
  • Researched product and issue resolution tactics to address customer concerns.
  • Assisted with updating technical support best practices for use by team.
  • Documented support interactions for future reference.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Developed and implemented preventive maintenance procedures.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Generated reports to track performance and analyze trends.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.
  • Tested new software and hardware prior to deployment.
  • Researched and identified solutions to technical problems.
  • Assisted in development of system security protocols.

Warehouse Worker

Amazon
02.2022 - 06.2022
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
  • Performed general housekeeping and cleaning tasks.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.

Warehouse Worker

Amazon
09.2019 - 02.2022
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
  • Performed general housekeeping and cleaning tasks.
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
  • Used handheld scanners to efficiently track and maneuver freight throughout distribution network.

Warehouse Worker

Bread Solutions
12.2016 - 03.2020
  • Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
  • Performed general housekeeping and cleaning tasks.
  • Cleaned and maintained warehouse in compliance with OSHA safety standards.

Teaching Assistant

Kumon
07.2017 - 03.2019
  • Assisted teachers with classroom management and document coordination to maintain positive learning environment.
  • Supported classroom activities, tutoring, and reviewing work.
  • Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
  • Tutored struggling students individually and in small groups to reinforce learning concepts.

Industrial training in testing- automation and manual testing

COVILLAINCE
01.2016 - 06.2016
  • Working on Github, attending Scrum meetings helped me to develop team professionally with leadership, organizational, time management skills and team work
  • Compiled Test Plans, Action Criteria's for testing of different projects like Christianity Today, Arrive Home Mortgage
  • Attended meetings with clients about the project details, changes in the projects
  • Business Developer, Client relationship Manager

Education

Diploma - Diploma of Project Management

Greenwich College, Melbourne
12.2021

Master of Science - Masters Of Engineering Management

La Trobe University, Melbourne
07.2018

Bachelor of Science - Bachelors of Technology (Computer Science)

Chitkara University, India
07.2016

Skills

System Administration

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Core Competencies

Integrity, Dependability, Effective Communication, Critical thinking, Open-mindedness, Teamwork, Creativity, Problem Solving, establishing strong working relationships with key business and technology stakeholders, Willingness to learn, Power to influence your environment, X-ray vision and shape shifting, speed, time travelling, ability to teleport, Database Management, Project Management, Engineering, Network Security(Troubleshooting Issues or errors within the network), Programming Language ( C, C++, JAVA), Storage System and Management, Technical writing, Graphic design( developing mobile App, Developing Website), Productivity Softwares

Projects

  • Business plan for SSSK e-bags, Completed successfully during my Masters Prepared a business plan for SSSK e-bags alongside a team., Handled and modified the existing prototype using SWOT analysis and budgeting whilst handling stakeholder management and contract budgeting., Assisted team with marketing, promotion of the products, competition with other companies and the sales., Used Agile Technology as it is more flexible than Waterfall model due to its iterative development and concurrative testing., Helped teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.
  • GPS Micro- Strip Antenna, Researched the studied the Micro - Strip antenna and designing procedure., Collected the component required to perform the tasks of the project., Performed the variation in FENKO to get desired reflection coefficient and calculate the gain., Helped in the modification in the antenna measurement and then generate the Altium file., Performed the system analyzer test, and estimate return loss. Planning, Simulation and Evaluation LTE- A Radio Access Network. (Major), Worked as team leader during the project., Researched about various topics such as carrier aggregation, the effect of interference on the uplink/downlink capacity and extraordinary traffic handling in the network in the literary works written about the LTE (Long Term Evolution)., Learned to make Radio Frequency(RF) plan, design and model the wireless communication as per our requirement by using the software., Adjusted the RF coverage and used the type of antenna according to morphology., Assigned the frequency channels to the system., Involved in the analysis of the traffic management ability of the system.

References

Available on request

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

It Support Engineer - Amazon
06.2022 - Current
Warehouse Worker - Amazon
02.2022 - 06.2022
Warehouse Worker - Amazon
09.2019 - 02.2022
Teaching Assistant - Kumon
07.2017 - 03.2019
Warehouse Worker - Bread Solutions
12.2016 - 03.2020
Industrial training in testing- automation and manual testing - COVILLAINCE
01.2016 - 06.2016
Greenwich College - Diploma, Diploma of Project Management
La Trobe University - Master of Science, Masters Of Engineering Management
Chitkara University - Bachelor of Science, Bachelors of Technology (Computer Science)
Insiya GargIT Support Engineer