Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Jatinder Kumar

Holmview,QLD

Summary

Friendly Help Desk Technician with 3 years experience, quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

2
2
years of professional experience

Work History

IT Support Technician

Woolworths Group
02.2023 - Current
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Microsoft based software with emphasis on Windows 7 and Office 2010 / 2013.
  • Incident Management and ownership of incidents including business and external customer expectations and communications
  • Basic Active Directory administration skills
  • Troubleshooting Outlook 2010 / 2013 within a network environment
  • Exposure to EDI / B2B related support issues

IT Service Desk Analyst

Sydney International Container Terminals Limited
02.2022 - 01.2023
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented support interactions for future reference.
  • 1st level support - troubleshooting of IT related problems from in-house software, network issues, Microsoft Office applications and hardware, such as iPhones, Laptops, PCs and Printers.
  • Take ownership of internal staff and external customer problems and follow up the status of problems; communicating progress in a timely manner
  • Receive, log and manage calls from internal staff and external customers via telephone and email, as well as escalate unresolved calls to appropriate support team
  • Provide statistics for the weekly Service Desk report on call trends
  • Publish support documentation to assist staff with requests for information
  • Assist with in-house application testing
  • Maintaining an Asset Database and track changes
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

Tech Care Team Member (IT Desktop Support)

Bluescope
05.2021 - 11.2022
  • Responding to call-outs in a timely manner and addressing issues until they are resolved.
  • Escalating client-related or technical issues with senior staff or management when necessary.
  • Staying up to date regarding the latest IT developments, including new operating systems and applications.
  • Assisting Server Engineers with routine tasks, such as monitoring server backups and anti-virus updates.
  • Completing job cards and updating customer records.
  • Setting up and servicing peripheral equipment, such as printers and projectors.
  • Installing new computers, operating systems and software.
  • Providing users with training and information regarding the use of new systems.
  • Monitoring the performance of the company’s desktop infrastructure and making suggestions for improving efficiency.
  • Sound knowledge of Active Directory, Azure AD and Microsoft Admin centre and exchange.
  • Security checks on regular basis using Endpoint detection and response.

Education

Master Information Technology Network Security

Central Queensland University
Brisbane, QLD
02.2010

Bachelor of Science - Information Technology

Punjab Technical University
Jalandhar India
12.2007

Skills

  • Microsoft Visual C
  • User Training Expertise
  • OpenEdge Advanced Business Language
  • Repair Expertise

Additional Information

Reference upon request :)

Timeline

IT Support Technician

Woolworths Group
02.2023 - Current

IT Service Desk Analyst

Sydney International Container Terminals Limited
02.2022 - 01.2023

Tech Care Team Member (IT Desktop Support)

Bluescope
05.2021 - 11.2022

Master Information Technology Network Security

Central Queensland University

Bachelor of Science - Information Technology

Punjab Technical University

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Jatinder Kumar