Summary
Overview
Work History
Education
Skills
Interests
Languages
Accomplishments
Software
Timeline
Generic

Nitish Aggarwal

Blacktown,NSW

Summary

Enthusiastic and technically proficient IT student with hands-on experience in L1/L2 technical support. Currently pursuing a Bachelor of Information Technology with a major in Artificial Intelligence. Eager to contribute to a collaborative and fast-paced IT support environment by applying my troubleshooting skills, networking knowledge, and customer service experience.

Overview

2
2
years of professional experience

Work History

Technical Support Officer

Advance Office Technology
01.2025 - Current
  • Provided first and second-level technical support for desktops, laptops, printers and mobile devices.
  • Installed, configured, and maintained operating systems and third-party software on Windows and macOS
  • Resolved hardware and software issues using ticketing systems, achieving a 95%+ resolution satisfaction rate
  • Monitored system performance indicators to proactively identify potential issues before they escalated.
  • Assisted in setting up, configuring and troubleshooting printers
  • Provided clear and timely communication to users and stakeholders during escalations and outages

Customer Support Team Lead

6 Head
10.2023 - 01.2025
  • Enhanced customer satisfaction by efficiently resolving technical issues such as reservations, bookings and providing exceptional support.
  • Conducted thorough investigations into complex customer issues which includes card details, restaurant seating suggestions, resulting in faster resolutions and positive outcomes for all parties involved.
  • Reduced average call resolution time by implementing effective problem-solving strategies and maintaining a comprehensive knowledge base.
  • Implemented feedback from supervisory evaluations to continuously improve performance levels and exceed expectations.

Education

Bachelors Of Information Technology - Artificial Intelligence

Macquarie University
Sydney, NSW
06-2026

Skills

  • Support & Troubleshooting: Windows 10/11, Active Directory, MS Office 365, Cisco Jabber, Bitlocker, Printers, Laptops, Mobile Devices
  • Networking: DHCP, DNS, Subnetting, IP Addressing, LAN/WLAN support, Ethernet configuration
  • Remote Tools: TeamViewer, AnyDesk, RDP
  • Operating Systems: Windows, macOS, iOS, Android
  • Tools & Utilities: SCCM, GP Update, Diagnostic Tools, Jim2
  • Soft Skills: Communication, Time Management, Team Collaboration

Interests

  • Troubleshooting and optimizing IT systems
  • Exploring new tech tools and automation in support services
  • Learning about cybersecurity and ethical hacking
  • Cloud computing (AWS, Azure) and DevOps practices

Languages

English
Native or Bilingual

Accomplishments

  • Promoted to Senior Help Desk after 2 months of employment.
  • Increased number of resolved job tickets by 20% over previous year.
  • Diagnosed and resolved over 150+ tickets during internship with minimal escalations

Software

Jim 2

Wireshark

Jira Service Management

Timeline

Technical Support Officer

Advance Office Technology
01.2025 - Current

Customer Support Team Lead

6 Head
10.2023 - 01.2025

Bachelors Of Information Technology - Artificial Intelligence

Macquarie University

Similar Profiles

CREATE PROFILE
Nitish Aggarwal