Pawan Choudhary
Sydney,Australia
Summary
Dynamic IT professional at Fujitsu NZ Ltd with expertise in AWS Connect and a strong focus on problem-solving. Achieved over 30% improvement in operational efficiency through collaboration and a commitment to continuous learning. Proficient in technical troubleshooting and building positive client relationships, consistently exceeding service level agreements. Career goals include leveraging technical acumen to drive innovation and efficiency in future projects.
Overview
15
15
years of professional experience
Work History
Customer Service & Sales Consultant
Telstra Retail
Sydney, NSW
12.2024 - Current
- Engaging with clients and potential customers to understand their needs, and educating the customers on devices specifications, different features and matching with their needs suited to their needs.
- Finding out what the network expectations are from the customers, and providing them with all the different options, advising on the speed, setup, and different types of network devices.
- Investigating and resolving the router or NBN-related issues over the phone or in person.
- Troubleshoot the technical setup issues that customers have with their mobiles, network systems, or router devices.
- Transfer the customer data from one device to another.
- Porting the mobile numbers for the customers from other providers.
- Managing the orders, applications, and forms, and being compliant with company policies.
- Responding to general customer queries via phone, email, and in person.
- Staying up to date with the latest market trends and information to maximize sales.
- A positive and resilient approach to customer service within a busy environment.
Service Desk Analyst
Fujitsu NZ Ltd
Auckland
07.2023 - 09.2024
- Provide technical support to end users via phone, email, and in person.
- Using the remote connect to log into the client's machine or server to resolve the issues.
- Set up a new workstation for employee use by setting up docking stations, properly installing cables, and configuring the operating system, malware/anti-virus software, and other software applications.
- Registering the email on clients' mobile or personal devices on the portals, making sure the company's policies are followed thoroughly.
- Managed Active Directory user accounts, groups, and permissions, and enhanced system security.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Restoring the user accounts and their data over the network, and mapping the network drives, including OneDrive mapping.
- Assisted in the deployment of new applications and systems, ensuring seamless integration.
- Troubleshooting the network issues using the Command Line, or running PowerShell scripts to resolve them.
- Collaborated closely with team members to achieve project objectives, meet deadlines, and achieve the SLAs.
- Evaluating the assets' compliance clearance for returned devices.
- Collaborated with third parties or other teams within the organization to resolve high-priority incidents quickly.
- Evaluated software, hardware, and network to recommend improvements or upgrades.
- Performed server patching activities using Windows Server Update Services.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Investigated system errors using event viewer logs and other troubleshooting techniques.
- Creating the post-incident reviews on high-priority incidents to update the learnings and actions to take to reduce the kind of incidents.
Service Desk Analyst
Datacom
Auckland
10.2022 - 01.2023
- Provided specialized, escalated technical support by telephone and email.
- Logging and accessing technical solutions using the Cherwell or Assyst application, and thoroughly documenting the status of all liaisons and communications.
- Troubleshooting the technical issues by remote login onto the customer's computer via Remote Connect or TeamViewer.
- Adding or updating user accounts or groups by remotely logging into the server.
- Liaising with external teams for third-party applications or services to resolve the clients' issues.
- Keeping up to date with the knowledge base and adding or updating the new solutions in the knowledge base.
- Investigating and resolving the VPN (Azure VPN, Forti Client), making sure the employees' or clients' productivity is not impacted by the VPN issues.
- Experience in troubleshooting Microsoft applications (OneDrive, SharePoint, O365, Azure VPN).
- Sending the communications to the stakeholders, and wider groups of the teams involved in resolving the high-risk incidents.
Data Technician
Nurse Call Solution
Auckland
05.2021 - 07.2022
- Experience in Data communication and monitoring servers, setting up network cables ensuring connected with network devices
- Performing skilled technician work in the service/repair, alteration, installation and maintenance of all nurse calls and other related systems
- Establishing wired and wireless Security Solutions, Nurse Call Systems and Communications to the aged and healthcare sector in New Zealand and Australia
- Setting up a communication room with patching wall ports
- Capable of reading construction plans and wiring diagrams and carrying the cables to the places where the installation needs to be completed
- Troubleshooting the network issues, cooling issues and all other connectivity issues
Café Supervisor
Hillyers of EastGate
Christchurch
04.2018 - 08.2021
- Hire, train and ensuring teamwork is maintained
- Maintain friendly, courteous and prompt service to customers
- Handling customer enquiries, complaints, and feedback effectively
Crew Supervisor
Subway
Christchurch
05.2014 - 03.2018
- Ensure food is prepared and cooked to set company specifications
- Develops and maintains great working relationships with all site staff members, Site, Leader, Operations Managers and Retailers
Crew Member
McDonalds
Auckland
01.2011 - 12.2013
- Incredible memory with the proven ability to learn all aspects of new menus and specialties
- Sends all the reports (sales, customer complaints) to the restaurant
- Regularly updates the McDonald’s management team with how your staffs are doing
IT Help Desk
Waiariki Institute of Technology
Rotorua
06.2010 - 11.2011
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Ask questions to determine the nature of the problem
- Install, modify, and repair computer hardware, software and peripherals
Education
Diploma in Business (Level 6) -
Abacus Institute of Studies
Christchurch, New Zealand06.2014
Diploma in Business (Level 5) -
National Institute of Studies
Auckland, New Zealand12.2012
Diploma in Networking and Data Communications (Level 6) -
Waiariki Institute of Technology
Rotorua, New Zealand11.2011
Bachelor of Computer Applications -
University of Bikaner
India07.2010
Skills
- AWS Connect
- Genesis
- Beyond Trust
- Remote Desk Viewer
- Service Now
- Assyst
- Cherwell Ticket applications
- Azure Active Directory
- Office 365
- MS Teams
- Outlook
- SharePoint
- OneDrive
- Web Server
- Window Server
- VMWare
- Monitoring Servers
- Networking
- Software
- Hardware
- Installation
- Troubleshooting
- Service Level Agreement (SLA)
- Azure VPN Client
- Global Protect
- Forti Client
- Zensar VPN
- Problem Solving
- Analytical
- Collaboration
- Time Management
- Multitasking
- Communication
- Continuous Learning
- Workflow Optimization
- Operational Efficiency
- Process Following
- Documentation
- Managed Service Provider (MSP)
- Multi-client Exposure
References
Available on Request
Work Right
NZ Citizen Family Visa
Timeline
Customer Service & Sales Consultant
Telstra Retail
12.2024 - Current
Service Desk Analyst
Fujitsu NZ Ltd
07.2023 - 09.2024
Service Desk Analyst
Datacom
10.2022 - 01.2023
Data Technician
Nurse Call Solution
05.2021 - 07.2022
Café Supervisor
Hillyers of EastGate
04.2018 - 08.2021
Crew Supervisor
Subway
05.2014 - 03.2018
Crew Member
McDonalds
01.2011 - 12.2013
IT Help Desk
Waiariki Institute of Technology
06.2010 - 11.2011
Diploma in Business (Level 6) -
Abacus Institute of Studies
Diploma in Business (Level 5) -
National Institute of Studies
Diploma in Networking and Data Communications (Level 6) -
Waiariki Institute of Technology
Bachelor of Computer Applications -
University of Bikaner
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