Kapil
Sydney,Australia
Summary
Experienced IT professional with 3 years of expertise in system administration, network management, and technical support. Skilled in troubleshooting, multitasking, and implementing IT solutions to improve efficiency and security. Proficient in ticketing system with a strong ability to collaborate across teams and deliver results. Adept at resolving complex technical issues while ensuring optimal system performance and security.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
TAFE NSW
10.2022 - Current
- Managed over 200 user accounts in Active Directory, ensuring proper user access, permissions, and security protocols.
- Resolved an average of 15-20 email and network connectivity issues per week, restoring communication for a team of over 100 employees.
- Configured and deployed 100+ systems (Windows, macOS, Linux) for new employees and system upgrades, ensuring seamless setup and integration.
- Provided remote troubleshooting for over 50 users monthly, reducing on-site support requests by 30% and improving response times by 25%.
- Resolved 300+ technical issues (software, hardware, network) monthly, maintaining a 90% first-call resolution rate.
- Diagnosed and solved over 100 issues related to account setup, network configuration, and operating system problems, with a 95% success rate.
- Assisted 30-40 clients daily through phone, email, or chat, troubleshooting issues and resolving problems with an average resolution time of 20 minutes per issue.
- Escalated 10-15% of unresolved issues to appropriate internal teams, ensuring timely resolution within SLA and improving customer satisfaction by 15%.
- Managed up to 10 open issues at any given time, ensuring priority issues were resolved within 1 hour and meeting SLA targets for 95% of cases.
IT HELPDESK ANALYST
Retail Appreal Group
09.2021 - 09.2022
- Manage accounts for the employee through the Azure Active directory
- Assign licenses, roles, and permissions to users
- Identity and group management in Azure AD
- Handling two-way authentication and self-password reset for users
- Install/configure software & computers for users and network devices
- Assign appropriate file/folder permission to the staff
- Managing office 365 administration including setting up email forwarding, mailbox delegation
- Managing IT support requests over the phone, via email or in person
- Handle issues with Window troubleshooting
- Escalate unresolved tickets to the next level of support personnel via Zendesk Ticketing System
- Provision of 1st-2nd level Support services for desktop/laptop client systems and local resources across multiple Windows OS systems & including MAC OS
- General remote management, maintenance, and upkeep of IT hardware at all sites
- Pro-active approach to IT support and maintenance
- Assistance with projects and systems implementations
- Maintain IT assets and inventory
- Working with the IT Support team to research and develop new technologies and innovations
- Assisting with hardware and software configuration within the standard system images
- As required, provide feedback or advice for ongoing maintenance and development of the ICT Infrastructure
- Maintain documentation and update existing SOP's and technical documentation
- Liaising with third party vendors
- Logging and reporting help desk tickets
IT Support Engineer
ESP Global Services
02.2021 - 08.2021
- Managing IT support requests over the phone, via email or in person
- Manage accounts for the employee through the Active directory
- Basic Office 365 administration includes setting up email forwarding, mailbox delegation
- Handle issues with Window troubleshooting (blue screen of death, password recovery, system recovery, network outages)
- Escalate unresolved tickets to the next level of support personnel via Zendesk Ticketing System
- Set up a meeting room including Skype and Zoom Meetings
- Pass on any feedback or suggestions from customers to the appropriate internal team
Education
Master of information technology -
Central QUEENSLAND UNIVERSITY
Sydney, NSW01.2020
Skills
- Windows Server
- GROUP POLICY
- User Management
- Microsoft Azure
- Active Directory
- Virtualization
- Resource management
- Networking
- Remote support
- Office 365 Administration
- Ticketing System
- Computer Hardware
- OS
- Windows troubleshooting
- Mac systems
Certification
Microsoft Office 365: Administration
Softskills
Strong communicator with excellent problem-solving abilities and attention to detail. Skilled in time management, prioritizing tasks to meet deadlines in fast-paced environments. Collaborative team player with leadership potential and the ability to resolve conflicts diplomatically. Adaptable and quick to learn new tools or processes, with a customer-focused approach and high emotional intelligence. Known for organizational skills and maintaining professionalism under pressure, with a strong work ethic and integrity.
Timeline
Service Desk Analyst
TAFE NSW
10.2022 - Current
IT HELPDESK ANALYST
Retail Appreal Group
09.2021 - 09.2022
IT Support Engineer
ESP Global Services
02.2021 - 08.2021
Microsoft Office 365: Administration
Master of information technology -
Central QUEENSLAND UNIVERSITY
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