Summary
Overview
Work History
Education
Skills
Websites
Availability
Timeline
Generic
Prajwol Khatri

Prajwol Khatri

Sydney,NSW

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

2
2
years of professional experience

Work History

Level 1 & 2 IT Support Engineer

R-IT Solutions Pty. Ltd. (MSP)
12.2022 - Current
  • Monitored systems in operation and quickly troubleshot errors.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Configured hardware and granted system permissions to new employees.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted with updating technical support best practices for use by team.
  • Documented support interactions for future reference.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Researched product and issue resolution tactics to address customer concerns.
  • Translated complex technical issues into digestible language for non-technical users.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Researched and identified solutions to technical problems.
  • Offered assistance in implementing and developing training programs.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Developed and implemented preventive maintenance procedures.
  • Assisted in development of system security protocols.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Tested new software and hardware prior to deployment.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Generated reports to track performance and analyze trends.

Level 1 IT Support Engineer

Omni Systems Network Solutions Pty Ltd
08.2022 - 01.2023
  • Updated and maintained current customer support database.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Gathered trend data from customer calls and interactions.
  • Researched new tactics to better hone responses and shorten remediation times.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Designed tailored engineering solutions for customers based upon key requirements.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.
  • Contributed to whitepapers, blogs and videos for marketing, sales and training.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.
  • Configured and tested new software and hardware.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Tested new software and hardware prior to deployment.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Developed and implemented preventive maintenance procedures.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Offered assistance in implementing and developing training programs.
  • Assisted in development of system security protocols.

Education

Bachelor of information and technology -

Kings’s Own Institute
Sydney, NSW
07.2021

Diploma and Advanced Diploma of information and technology -

AIBT College
Sydney, NSW
12.2019

Skills

  • Azure AD, SharePoint, O365, Virtual machines, Backup and migration
  • Industry-standard knowledge of Windows Server 2012, 2012R2, and 2016
  • Remote Management System
  • Virtualization (VMware (ESXI), Hyper-V)
  • DHCP, ADDS, DNS, and SCCM
  • Ticketing System
  • Remote Desktop Support
  • Network Troubleshooting
  • Help Desk Support
  • IT Asset Management

Availability

I am willing to move to other state if needed

Timeline

Level 1 & 2 IT Support Engineer

R-IT Solutions Pty. Ltd. (MSP)
12.2022 - Current

Level 1 IT Support Engineer

Omni Systems Network Solutions Pty Ltd
08.2022 - 01.2023

Bachelor of information and technology -

Kings’s Own Institute

Diploma and Advanced Diploma of information and technology -

AIBT College

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Prajwol Khatri