Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jayaram kunwar

Https://www.linkedin.com/in/jayaram-kunwar-5910a7151/

Summary

Resourceful Infrastructure Engineer with proven experience in providing high-quality technical support and troubleshooting services. Strong knowledge in network administration, system upgrades, and software installations, coupled with the ability to effectively communicate complex information to non-technical stakeholders. Previous roles have resulted in improved system performance and user satisfaction.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Information Technology Infrastructure Engineer

3M
11.2023 - Current
  • Configured, maintained, and monitored network infrastructure devices such as switches, routers, firewalls, and desktops, laptops.
  • Managed user accounts and devices across multiple platforms, including Active Directory, LDAP, M365, Intune, and Azure.
  • Provided technical support for users in resolving network connectivity issues.
  • Ensure data backups are performed regularly, and test disaster recovery plans to minimize data loss and downtime in case of system failure.
  • Overseeing equipment procurement, allocation, and inventory management, ensuring accurate asset registers.
  • Conducting onboarding sessions for new staff, including account creation, device setup, and security briefings.
  • Respond to and resolve service requests in a timely manner, adhering to SLAs.
  • Collaborate with vendors to manage hardware repairs, and software support contracts.
  • Maintain and update the internal knowledge base and documentation for technical support.

Level 2 IT Support Engineer

Paypal
10.2022 - 11.2023
  • Answer incoming support calls, emails, and chat, and provide resolution within SLA using the SNOW ticketing system.
  • User administration, support, and management of Active Directory, JAMF Pro, Intune, SCCM, MS Office 365, MS Exchange Online, MS Teams, and other applications.
  • Desktop and laptop SCCM deployment, support, and repair.
  • Administration and support of various peripheral devices.
  • Handheld device deployment and support (including smartphones and other iOS devices).
  • Application installation, upgrades, configuration, and support.
  • Troubleshoot connectivity and network issues (cellular, Wi-Fi, LAN, VPN, xDSL, fiber, NBN).
  • Organizing warranty and repairs for faulty devices.
  • Purchasing, stock, and asset management using our asset management system.
  • Smart hand in updating and changing networking equipment, like servers, routers, and firewalls.
  • Troubleshooting audio and video equipment, like the Microsoft Surface Hub, in the team meeting room.
  • Logging all tickets and collecting the required information through an effective problem and incident management system.

IT Service Desk Engineer

Motive IT
06.2021 - 09.2022
  • Escalating incidents and requests beyond the scope of L1/L2 to Level 3 Support teams in a timely manner.
  • Providing technical support to the users and clients locally via VPN connection, and ensuring proper maintenance of workstations.
  • Provisioning new hire accounts, as well as preparing workstations and desks for use.
  • Working on internal asset management, keeping track of assets, labeling them, managing, and liaising with external vendors.
  • For hardware support, supporting the internal hardware, software, networks, and other peripherals, and communicating with the vendors upon major hardware issues.
  • Responsible for taking routine backups, emails, and server administration, and monitoring updates on both the server and client.
  • Liaising with outsourced and external IT companies to ensure all issues are dealt with in a timely manner.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Administering and managing an intercommunication site (SharePoint) by integrating Microsoft's new features, and updating resolutions and news content.
  • Providing application support by installing operating systems, 365 applications, and other enterprise applications.

Education

Bachelor of Information Technology - Network And System Administration

Melbourne Institute of Technology
Sydney
06-2022

Diploma of Information Technology - ICT telicommunication

Queensford College
05-2020

Skills

  • SNOW, ConnectWise, ITSM
  • Bomgar, Datto, AnyDesk
  • Microsoft Teams, 3CX
  • INTUNE, JAMF Pro
  • MailGuard, Defender, Webroot
  • Cisco Meraki, Palo Alto routers and switches, Dell PowerEdge servers
  • Microsoft Azure, M365
  • VMware ESXi 65
  • Citrix XenApp
  • CrashPlan, Datto backup, and replication
  • Azure AD, Windows AD, Domain Controller
  • File and printer servers, remote desktop server, terminal server
  • Windows, Android, Mac, and Apple
  • Win 2019, Win 2016, Win 2012 R2
  • LAN, WAN, Wi-Fi
  • ITIL processes
  • Asset management
  • SCCM deployment
  • Application support
  • Effective communication skills
  • Customer service-oriented
  • Strong technical knowledge
  • Excellent problem-solving skills
  • Ability to work independently
  • DHCP/DNS ethernet and firewall proficient

Certification

  • Microsoft MS-900
  • Azure AZ-900
  • VOIP 3cx Basic

Timeline

Information Technology Infrastructure Engineer

3M
11.2023 - Current

Level 2 IT Support Engineer

Paypal
10.2022 - 11.2023

IT Service Desk Engineer

Motive IT
06.2021 - 09.2022

Bachelor of Information Technology - Network And System Administration

Melbourne Institute of Technology

Diploma of Information Technology - ICT telicommunication

Queensford College

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Jayaram kunwar