Reema Zalavadiya
Osborne Park,Australia
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing Desktop and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
5
5
years of professional experience
1
1
Certification
Work History
ICT Support Engineer
CorpCloud Pty Ltd
12.2021 - Current
- Provide end-user support and troubleshooting for a variety of issues (MSP Medical/Logistics/Finance/Mining)
- Troubleshoot M365-related issues (Intune, Teams, SharePoint)
- Provide hardware and software support
- Configure, deploy and maintain desktops, laptops and monitors and Telephony (3cx, Coras, Vocus, 3CX etc)
- Support and troubleshoot network issues, including Wi-Fi and VPN connectivity
- Supporting IT Infrastructure by installing and maintaining hardware, software, and small network
- Provided support for the day-to-day system and network problems
- L1/L2 LAN, WAN and VLAN implementation
- Basic Wireless Troubleshooting
- Maintain basic network infrastructure such as Switches and Routers
- Maintain and support printers, scanners, and other peripherals
- Perform software installations, updates, and patches
- Implement and support IT security measures and protocols
- Provide guidance and training to end-users on technology and best practices
- Document procedures, configurations, and solutions for future reference
- Work autonomously while also being able to seek guidance when necessary
- Utilise logical thinking and problem-solving skills to resolve issues effectively
Service Desk Analyst
ABS Taxation Pvt Ltd
07.2020 - 04.2021
- First point of contact for application and software support
- Remote assistance & phone support on a service desk
- Responsible for taking incoming user support requests and solving problems
- Responsible for creating new support tickets, prioritizing tickets for users and seeing those tickets through to the end
- Assisted in maintaining the software support logbook and submitting a summary to management each week
- Reported the development team if require any changes to the system after getting feedback from clients
- Provided training to end-user regarding new system and support them over the phone or via email
- Information gathering from survey, questionnaire, documents, and annual reports
Intern/Service Desk Analyst
Victorian Institute of Technology
09.2019 - 07.2020
- Provided Level 1 Client Support to our client through remote access, face-to-face, over the phone and email
- Excellent Customer service
- Managed client requests, support tickets, and ensuring my service is always fast, on time and well-communicated
- Managing tickets include creating, solving, escalating, and documenting tickets through Service manager online ticketing system
- Troubleshooting of standard operating environment, Microsoft product, windows server and network and system
- Troubleshot and resolution of business application and system problems
- Provided software, hardware, and application support to users
- Performed software and hardware compatibility testing for upgrade systems
- Backed up and restored personal data through profile migration and configured new computers
- Frequently visit few offsite/onsite locations to set up new workstations and office equipment Including PCs, laptops, IPads, Tablets, Printers, Server, VPN, Monitors, Internet Modem, Router, and IP Phones
- Relocated work desk and setup all ICT equipment for users
- Installed Internet connectivity by setting up Internet model with RAP using protocols like ADSL, HTTP, FTTN, and FTTP
- Asset management and inventory register of IT equipment
Education
Professional Year - ICT
Performance Institute
Melbourne, VIC06-2020
Master's degree - Networking with Cyber Security
Melbourne Institute of Technology
Melbourne, VIC03-2019
Skills
- Desktop Support
- Software Installation
- Hardware Troubleshooting
- Root Cause Analysis
- Exceptional Customer Service
- User Manual Development
- Customer Relationship Management (CRM)
- Phone Support
- IP Telephony
- ITIL
Certification
- ACS Positive skill Assessment
- Network Engineer
- ICT security Specialist
Timeline
ICT Support Engineer
CorpCloud Pty Ltd
12.2021 - Current
Service Desk Analyst
ABS Taxation Pvt Ltd
07.2020 - 04.2021
Intern/Service Desk Analyst
Victorian Institute of Technology
09.2019 - 07.2020
Professional Year - ICT
Performance Institute
Master's degree - Networking with Cyber Security
Melbourne Institute of Technology
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