Manisha Parmar
Adelaide,Australia
Summary
Hardworking Desktop Support Engineer with strong expertise in troubleshooting, hardware and software installation, and network configuration. Demonstrates methodical approach to diagnosing and resolving technical issues, ensuring minimal downtime and high user satisfaction. Skilled in managing system updates, maintaining security protocols, and providing clear, concise technical support documentation. Brings solid work ethic and organized mindset to role of Desktop Support Engineer.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
Total IT Global
12.2024 - Current
- Provide 1st line IT support to end-users with their computing devices like desktop, laptop, mobile, printers, basic network devices and other IT peripherals, which includes testing, identifying, repairing, resolving, and documenting end user technical issues without violating the hardware warranty or security compliance requirement
- Reimaging computers/hard drives
- Support the user in local data backup and restore as per the documented process
- Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
- Decommission old devices, which includes data wiping and coordination for any disposal request
Level 1 & 2 Desktop Support Technician
Mitsubishi Motors
10.2024 - 11.2024
- Wipe a user's account from a mobile device if the device is lost or stolen
- Set up mobile device activity alerts
- Enrol devices, assigned users, distributed applications, and content, and ensured compliance with company policies
- Utilized reliable backup solutions to backup devices, mostly iPhones
- Restored devices to factory settings using the Intune MDM software
- Periodical reviewed mobile devices accessing the organization's data to maintain security standards
- Successfully managed and secured mobile devices for over 180 users, ensuring seamless enrolment, data protection, and compliance through effective use of Windows and Intune MDM solutions
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
ICT Help Desk Officer
Renew IT
12.2023 - 10.2024
- Deployed new PCs, laptops for users with OS installation and configuration of required applications, software's
- Providing technical support, troubleshooting, and fault rectification of technical issues related to IT system equipment and services within agreed timeframes
- Maintaining IT system services, components, and associated infrastructure, including updates to firmware and configurations
- Acting as an interface between the organisation and suppliers/carriers/vendors regarding technical issues
- I maintained, supported, and provisioned desktop hardware, including PCs, laptops, ruggedised and mobile devices, printers, peripherals, and audiovisual appliances
- Experience in Desktop Services, with a solid understanding of the Information Technology Infrastructure Library (ITIL) Framework and ITIL service management
- Implement incident management practices based on the ITIL framework, including root cause analysis and continuous improvement
- Resolved incidents related to hardware, software applications or network connectivity issues
- Managed user accounts, permissions and access rights in Active Directory
- Performed data backups on a regular basis to ensure data availability in case of any disaster recovery situation
- Update the asset management system with details of the asset and the employee allocated the asset
IT Help Desk Technician
Ignite recruitment and technology solutions
12.2022 - 12.2023
- Provide end-user, desktop, phone and server support through various channels, including phone calls, emails, and in-person interactions
- Perform technical troubleshooting and problem resolution to ensure smooth operations
- Identify hardware faults and work with the hardware vendors to fix the issue
- Use remote connection tools to identify and fix issues
- Fix first-level printer issues, and where required, engage the vendor
- Installing and configuring computer hardware, software, systems, networks, printers and scanners
- Provide quick resolution and excellent customer service
- Redirect unresolved issues to the next level of support personnel
- Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
- Troubleshot and resolved technical issues related to hardware, software, and networks
Education
Master of Information Technology -
Kaplan Business School
01.2024
Post Graduation Diploma - Computer Application
Saurashtra University
01.2016
Bachelor of Computer Application -
Saurashtra University
01.2011
Skills
- Analytical skills
- Customer service
- Problem-solving
- Active listening
- Multitasking
- Openness to learning
- Resourcefulness
- Patience
- Flexibility
- Communication Skill
Certification
- DCSI Clearance and hold a current acceptable working with Children Check (WWCC) Clearance
- National Police Check
- Australian Federal Police Check
Transportation
Car license and own transport
Timeline
Desktop Support Engineer
Total IT Global
12.2024 - Current
Level 1 & 2 Desktop Support Technician
Mitsubishi Motors
10.2024 - 11.2024
ICT Help Desk Officer
Renew IT
12.2023 - 10.2024
IT Help Desk Technician
Ignite recruitment and technology solutions
12.2022 - 12.2023
Post Graduation Diploma - Computer Application
Saurashtra University
Bachelor of Computer Application -
Saurashtra University
Master of Information Technology -
Kaplan Business School
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