Manoj Sangroula
Hornsby,NSW
Summary
Dynamic and dedicated IT professional with a passion for delivering exceptional support to internal customers. Proven track record in troubleshooting and resolving issues of moderate complexity within organizational ICT environments. Committed to upholding service management policies and procedures while driving tactical solutions to enhance the IT experience. Skilled in providing both onsite and remote support, with a focus on improving efficiency and customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Support Engineer
Maser Technology Group
Sydney , NSW
2022.03 - Current
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Created technical documentation for internal use by IT staff members.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Developed and maintained strong relations with customers to meet quality expectations.
- Participated in regular meetings with management regarding project status updates.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Developed and maintained user accounts, permissions, and access rights.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Performed troubleshooting to diagnose and resolve complex technical problems.
Team Leader
Woolworths Group
Sydney
2018.02 - 2022.02
- Achieve client satisfaction by delivering quality customer service, including interacting with customers, addressing enquiries, and managing customer’s complaints
- Handling of Point-of-Sale (POS) software designed for Woolworths
- Streamline workflows by managing inventory, scheduling team shifts, maintaining records, and generation of weekly reports.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
IT Support Engineer
GNA Solutions Pty.Ltd.
Sydney , NSW
2018.07 - 2018.12
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Efficiently supported the maintenance and development of website applying, MySQL, PHP Ajax, Java Script as well as contributed towards the creation and maintenance of content into Website.
- Developed and maintained user accounts, permissions, and access rights.
- Created technical documentation for internal use by IT staff members.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
IT Support Engineer/Help Desk
Asset Group Solutions
2016.08 - 2016.11
- Facilitated users by solving problems through technical guidance, collaborated across departments to ensure customer satisfaction and contributed to account retention.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Developed and maintained user accounts, permissions, and access rights.
- Created technical documentation for internal use by IT staff members.
- Monitored server performance metrics to identify areas of improvement or optimization.
Network Support Engineer
Pragmatic Technology
Nepal
2012.07 - 2014.02
- Identified, diagnosed, and resolved network problems.
- Gained productive outcomes by maintaining system servers, dial-in connections, network security, and web services
- Actively oversaw and managed daily maintenance and care of workstations and highlighted plus resolved errors and issues concerning computer hardware/software.
- Performed regular maintenance tasks to keep the network running smoothly.
- Provided technical support for users having difficulty connecting to or using the network.
- Created detailed documentation regarding all aspects of the networks configuration and setup process.
- Configured and maintained various network devices such as routers, switches, firewalls.
Education
Masters of Information System -
University of Southern Queensland
Skills
- Technical Troubleshooting
- Customer Service Excellence
- Documentation Management
- Systems Enhancement
- Remote Support
- Team Collaboration
- Linux
- Microsoft Office 365
- Server Management
- Active Directory
- Software Installation
- Service Level Agreements
- Logging support tickets
Certification
- ITIL Foundation Certificate – IT Service Management
- Cisco Certified Entry Networking Technician
- Cisco Certified Network Associate Routing and Switching (CCNA)
Timeline
Support Engineer
Maser Technology Group
2022.03 - Current
IT Support Engineer
GNA Solutions Pty.Ltd.
2018.07 - 2018.12
Team Leader
Woolworths Group
2018.02 - 2022.02
IT Support Engineer/Help Desk
Asset Group Solutions
2016.08 - 2016.11
Network Support Engineer
Pragmatic Technology
2012.07 - 2014.02
Masters of Information System -
University of Southern Queensland
- ITIL Foundation Certificate – IT Service Management
- Cisco Certified Entry Networking Technician
- Cisco Certified Network Associate Routing and Switching (CCNA)
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