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)
2022.12 - 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
2022.08 - 2023.01
- 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, NSW07.2021
Diploma and Advanced Diploma of information and technology -
AIBT College
Sydney, NSW12.2019
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)
2022.12 - Current
Level 1 IT Support Engineer
Omni Systems Network Solutions Pty Ltd
2022.08 - 2023.01
Bachelor of information and technology -
Kings’s Own Institute
Diploma and Advanced Diploma of information and technology -
AIBT College
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