Nidhi Dhanani
Griffith,NSW
Summary
IT Support Specialist with 5 years of hands-on experience providing exceptional technical support and troubleshooting for diverse IT environments. Skilled in diagnosing and resolving hardware, software with a proven ability to enhance system performance and ensure user satisfaction. Adept at managing Active Directory, performing system installations and maintenance, and utilizing remote support tools to deliver timely and efficient assistance. Experienced in working on ERP system like MS Dynamics 365 F&O. Strong communicator with a knack for customer service, capable of conducting user training and implementing effective solutions to support organizational goals. Committed to staying current with emerging technologies and industry best practices to deliver top-notch IT support.
Overview
5
5
years of professional experience
Work History
IT SUPPORT SPECIALIST
Rombola Family Farms (NSW)
2023.03 - Current
- Technical Support & Troubleshooting: Diagnose and resolve hardware, software, and network issues efficiently
- Provide on-site and remote technical support to end-users
- Utilize diagnostic tools and software to identify and resolve technical problems
- Manage and resolve technical support tickets within SLA
- Perform root cause analysis for recurring issues and implement preventative measures
- System Installation & Maintenance: Install, configure, and upgrade desktops, laptops, and servers
- Perform routine maintenance and updates to ensure systems run efficiently and securely
- Implement backup and recovery solutions to safeguard data
- Ensure compliance with company policies and IT standards
- Document installation procedures and create guides for end-users
- Testing Applications: Conduct thorough testing of applications to ensure functionality, performance, and reliability before deployment
- Develop and execute test plans, cases, and scripts based on application requirements and user needs
- Identify and document bugs, issues, and discrepancies; work with development teams to resolve them
- Perform regression testing to ensure new updates or changes do not adversely affect existing functionality
- Use testing tools such as Azure Dev Ops to automate and track test processes
- Gathering requirements and providing feedback on application usability and user experience
- Customer Service & User Training: Deliver exceptional customer service by addressing user concerns promptly and effectively
- Conduct training sessions for end-users on software applications, IT policies, and best practices
- Develop and distribute user guides and instructional materials to improve user knowledge
- Provide personalized support to users to enhance their understanding and usage of IT systems
- Gather feedback from users to identify areas for improvement in IT services
- Maintain a high level of user satisfaction by consistently meeting or exceeding service expectations
- Ticketing Systems: Utilize ticketing systems such as Azure Dev Ops to track and manage technical support requests
- Prioritize and categorize tickets to ensure timely resolution based on urgency and impact
- Maintain detailed records of issues, resolutions, and user interactions for future reference and reporting
- Collaborate with team members to escalate and resolve complex issues effectively
- Generate and review reports on ticket status, resolution times, and user satisfaction to enhance service delivery
- Microsoft Office Suite: Expert in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Access
- Utilization of power applications like Microsoft Exchange, Power Automate and MS Flows to create approval flows
- Managing users from Microsoft Admin Centre
- Troubleshooting issues in ERP system like Microsoft D365 F&O
- Proficient in creating, formatting, and editing documents in Word to meet professional standards
- Advanced skills in Excel, including formula creation, pivot tables, and data analysis for reporting and decision-making
- Efficiently manage and organize email communication, calendar scheduling, and task management in Outlook
- Active Directory Management: Administer user accounts, groups, and permissions within Active Directory
- Manage user access and security policies, including password resets and account lockouts
- Implement and maintain group policies to enforce company-wide IT standards
- Remote Support Tools: Proficient in using remote support tools such as TeamViewer and Any Desk to provide technical assistance from a distance
- Diagnose and resolve user issues remotely, ensuring quick and effective support
- Utilize remote desktop applications to access user systems and perform troubleshooting, configuration, and repairs
- Train users on how to use remote support tools and best practices for remote troubleshooting.
SENIOR HELP DESK ANALYST
Digihon Private Limited (NSW)
2022.09 - 2023.02
- Lead a team of help desk technicians, providing guidance, training, and support to ensure high-quality service delivery
- Handle escalated technical issues, providing advanced troubleshooting and resolution for hardware, software, and network problems
- Manage ticketing system, ensuring accurate logging, tracking, and resolution of incidents and service requests
- Diagnose & troubleshoot computers with software issues and escalated it to appropriate team if necessary
- Performed data backups and disaster recovery operation
- Develop and implement help desk policies and procedures to improve efficiency and service quality
- Conduct performance reviews, identify training needs, and mentor junior staff to enhance their technical skills and professional growth
- Collaborate with IT teams to address systemic issues and implement long-term solutions
- Create and maintain comprehensive documentation, including knowledge base articles, user guides, and technical procedures.
- Provided customer support and technical support to customers daily.
SERVICE DESK TECHNICIAN
Born Techies (INDIA)
2021.02 - 2022.07
- Maintain and support systems, workstations, mobile devices, printers and audio-visual devices
- Provided first-line support to end-users via phone, email, and chat, resolving issues related to hardware, software, and network connectivity
- Utilize ticketing systems to log, track, and resolve incidents, ensuring timely and accurate documentation of support requests
- Perform password resets, account unlocks, and user management tasks in Active Directory
- Troubleshoot and resolve issues with desktop and laptop computers, printers, and peripherals
- Assist with software installations, updates, and patches to ensure systems remain up-to-date and secure
- Provide remote support to users, utilizing tools such as TeamViewer and LogMeIn to diagnose and resolve technical issues
- Escalate complex problems to senior technicians and collaborate on finding effective solutions
- Performed password resets, account unlocks, and user management tasks in Active Directory and Exchange
- Conduct user training sessions and create documentation for common technical issues and solutions.
JUNIOR IT SUPPORT OFFICER
Aercal Technolabs (INDIA)
2019.07 - 2021.01
- Assisted senior technicians in the setup, configuration, and maintenance of IT systems and networks
- Provided first-level technical support to end-users, addressing issues related to hardware, software and network connectivity
- Conducted initial troubleshooting for hardware and software issues, escalating complex problem as needed
- Provided basic training and support to end-users on common applications and IT procedures
- Participated in regular system backups and recovery operations
- Documented technical processes and created user guides for common IT issues
- Helped maintain inventory of IT equipment and assisted in asset management.
Education
Bachelor of Science - Information Technology
Gujarat Technological University
India06.2019
Skills
- Software Installation
- Printer troubleshooting
- System Configuration
- Help Desk Experience
- Ticketing system proficiency
- Technical Troubleshooting
- Application support
- VPN Configuration
- Technical Support
- Microsoft D365 & Power Apps
- Configuration Management
- System Administration
References
AVAILABLE UPON REQUEST
Timeline
IT SUPPORT SPECIALIST
Rombola Family Farms (NSW)
2023.03 - Current
SENIOR HELP DESK ANALYST
Digihon Private Limited (NSW)
2022.09 - 2023.02
SERVICE DESK TECHNICIAN
Born Techies (INDIA)
2021.02 - 2022.07
JUNIOR IT SUPPORT OFFICER
Aercal Technolabs (INDIA)
2019.07 - 2021.01
Bachelor of Science - Information Technology
Gujarat Technological University
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