Nimesh Niroula
Sydney,NSW
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Summary
Results-driven technical support engineer with a robust technical background and 5 years of experience in an enterprise IT environment. Adept at leveraging deep expertise in storage solutions, visualization, and networking to provide exceptional customer support. Proven ability to communicate complex technical concepts to diverse audiences, identify customer needs, and deliver tailored solutions.
Overview
6
6
years of professional experience
1
1
Certificate
2
2
Languages
Work History
Technical Support Engineer
Dell Technologies
07.2018 - Current
- Leveraged troubleshooting expertise to resolve complex break-fix cases that involved hardware and software issues, including performance issues within block and file storage environments
- Provided comprehensive technical assistance during installations, upgrades, backups, and replication, minimizing downtime, and ensuring smooth system implementations for optimal user experience
- Proactively identified and escalated complex issues to L3 Engineering/Development, crafting detailed bug reports to improve product quality and reliability
- Maintained clear and timely communication with customers throughout service request
- Fostered seamless collaboration across internal teams (field, onsite engineers, accounts, sales) and external vendors via P2P communication, collaboration platforms, and CRM tools to ensure efficient problem resolution and customer satisfaction
- Consistently created knowledge base articles to centralize problem identification and resolution database; Active contributor in weekly knowledge-sharing sessions
- Delivery of technical knowledge transfer by training and mentoring new hires, to accelerate technical competency
- Managed own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Consistently met essential metrics (Service Level Objective, Next Customer Contact, Time to Resolve) and received multiple positive feedback from customers, colleagues, and managers through Inspire Awards
- Resolved over 300 service requests yearly; solved over 93% without escalating.
Customer Service Representative (SNSW E-toll)
Datacom Connect Pty. Ltd
01.2018 - 07.2018
- Provided exceptional support to SNSW e-toll customers via inbound and outbound calls
- Analyzed and successfully resolved customer inquiries and issues within defined parameters, maintaining high levels of satisfaction
- Demonstrated experience in escalating calls to team lead based on variables such as customer demeanors and complexity of issues
- Upheld meticulous and accurate documentation of all interactions, decisions, and pertinent details, contributing to comprehensive records
- Skillfully managed call routing, directing inquiries to appropriate toll providers or internal SNSW departments as required
- Demonstrated commitment to growth by participating in training and development initiatives, enhancing personal proficiency and process efficiency
- Exemplified adherence to rigorous compliance standards, ensuring all actions aligned with company policies and procedures
- Key Achievements: Consistently met and exceeded Key Performance Indicators (KPIs) established by Datacom, received esteemed superstar award for managing over 50 calls per day
Education
Certificate IV in Cybersecurity - Cyber Security
01.2023
Master of Information and Communication Technology (Advanced) - Information Technology
01.2016
Bachelor of Electronics and Communication Engineering - Engineering
01.2012
Skills
- Storage Area Network (SAN): iSCSI, Fiber Channel, NFS, SMB
- Linux System Administration
- Windows Server Administration, Active Directory
- Cloud computing concepts: SaaS, PaaS, IaaS, Regions, Zones, Resource group, Budgets, costs
- Experience with Azure portal, Azure compute, Virtual machines, App services, Functions, vNets, NSG, App gateway, load balancer
- Foundational understanding of Azure ENTRA and RBAC
- Cybersecurity skills: CIA triad, AAA frameworks, cyber-attacks, incident response, ethical hacking
- Proficient in symmetric and asymmetric encryption including AES, RSA
- Experienced with Public Key Infrastructure, certificate authorities, and digital certificate management
- Good understanding of SSL/TLS for secure client-server interactions
- Familiar with vulnerability concepts security frameworks: OWASP, NIST
- Network fundamentals and troubleshooting: ping, traceroute, netstat, dig, nslookup, telnet, netcat, Wireshark, tcpdump
- Firewall and IDS/IPS: Windows Firewall, Suricata
- TCP/IP Suite: HTTP, HTTPs, UDP, DNS, DHCP, SSL/TLS
- Performance Optimization and troubleshooting
- Experience with CRM solutions like Lightning, salesforce, S360
- Adept with tools like Jira and Confluence
- Excellent verbal and written communication skills
- Teamwork
- Problem-Solving
- Quick learner
- Thrive under pressure, capable of multitasking
- Outstanding time management and organizational skills
- Flexible work schedule
- Attention to Detail
- Critical Thinking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Linux System Administration -Udemy.com
- Windows Server Administration -Udemy.com
- Active Directory -Udemy.com
- MS Azure: Zero to Hero -Udemy.com
Timeline
Technical Support Engineer - Dell Technologies
07.2018 - Current
Customer Service Representative (SNSW E-toll) - Datacom Connect Pty. Ltd
01.2018 - 07.2018
TAFE NSW - Certificate IV in Cybersecurity, Cyber Security
Western Sydney University - Master of Information and Communication Technology (Advanced), Information Technology
Khwopa Engineering College - Bachelor of Electronics and Communication Engineering, Engineering
Certification
- Dell EMC Information Storage management 3.0
- VMware VCP- DCV 2023
- DellEMC Unity Specialist
- Specialist-Platform Engineer PowerStore
References
Available on request
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