Nitesh Acharya
Ashfield,NSW
Summary
Dynamic Service Desk Engineer with 2 years of experience and a proven track record at Innovate IT, achieving a 100% first resolution rate. Expert in AWS and Azure management, coupled with exceptional problem-solving and customer service skills. Committed to enhancing operational efficiency and driving customer satisfaction through effective incident management and cross-functional collaboration.
Overview
4
4
years of professional experience
Work History
Service Desk Engineer
Innovate IT
04.2023 - Current
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
- Provide first-line technical support to customers via phone, email, and chat, resolving hardware, software, and network-related issues efficiently.
- Achieved a 100% first resolution rate for tickets, the highest in the team, showcasing superior problem-solving skills and technical expertise.
- Maintained a 99% customer satisfaction rate over the last six months, consistently surpassing performance benchmarks through exceptional service delivery.
- Perform end-to-end troubleshooting of AWS and Azure cloud environments, addressing complex issues related to virtual machines, networking, and storage to ensure minimal downtime.
- Manage comprehensive troubleshooting of Fortinet firewalls, resolving security and connectivity challenges to maintain robust network performance.
- Collaborate with cross-functional IT teams to escalate and resolve critical incidents, ensuring timely solutions and high customer satisfaction.
- Document technical solutions and contribute to the knowledge base, enhancing team efficiency and support quality.
Customer Shift Manager
McDonald's
04.2021 - 04.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Reduced employee turnover, resulting in a more stable and experienced workforce, by fostering a positive work environment.
- Coordinated special events or promotions within the establishment to drive additional revenue streams.
- Optimized staffing levels during peak periods to ensure adequate coverage without compromising on service quality.
- Enforcing company policies and procedures regarding time and attendance, ensuring compliance, and addressing absenteeism issues promptly and effectively.
Education
Bachelor of Information Technology - Information Technology
Crown Institute of Higher Education
North Sydney, NSW04-2023
Skills
- Technical support
- AWS management
- Azure management
- Network troubleshooting
- Firewall management
- Ticket resolution
- Customer service
- Incident management
- Documentation practices
- Cross-functional collaboration
- Problem solving
- Time management
- Communication skills
- Analytical thinking
- VPN configuration
- Software installation
- Backup and recovery
- Hardware support
- Server maintenance
- VoIP support
- Network administration
- ITIL framework
- Virtualization technologies
Timeline
Service Desk Engineer
Innovate IT
04.2023 - Current
Customer Shift Manager
McDonald's
04.2021 - 04.2023
Bachelor of Information Technology - Information Technology
Crown Institute of Higher Education
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