Rishu Yadav
Sydney,NSW
Summary
Dynamic and experienced IT professional with hands-on experience in technical support and proven expertise in delivering exceptional customer service within a fast-paced environment. Seeking to leverage my combined skills in IT troubleshooting and customer relationship management to contribute effectively to a forward-thinking organization, drive operational excellence, and provide innovative solutions that enhance customer satisfaction and drive business growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Innovate IT - Contract
Sydney
03.2023 - Current
- Provided technical support to clients via phone, email, and remote access.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Configured workstations, networks, servers and printers for end users.
- Installed software applications as requested by customers.
- Diagnosed system malfunctions and provided troubleshooting assistance.
- Performed regular maintenance checks on computer hardware components.
- Monitored system performance to ensure optimal operations.
- Assisted colleagues with complex IT problems or inquiries.
- Coordinated with vendors for repairs or replacement of defective equipment.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Helpdesk Officer
Techgenius - Part-time
06.2022 - 02.2023
- Provided first-level technical support to customers via telephone and email.
- Escalated complex incidents to senior team members when necessary.
- Assisted with the setup of workstations for new employees as required.
- Assisted in the troubleshooting of hardware, software, network and peripheral devices.
- Performed system maintenance tasks such as patching, upgrading, configuring and installing applications.
- Created user accounts in Active Directory and managed user access rights.
- Escalated complex incidents to senior team members when necessary.
- Maintained positive working relationship with fellow staff and management.
Customer Service Representative
IGA - Part-time
Sydney
02.2019 - 05.2023
- Answered customer inquiries regarding store policies, products and services.
- Engaged with customers and recommended products based on needs and requests.
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Maintained an organized work area to ensure efficient service to customers.
- Conducted regular inventory counts of all merchandise in the store.
- Executed markdowns on designated items according to corporate guidelines.
- Ensured that all displays were properly stocked and attractively presented.
- Demonstrated strong problem solving skills when addressing customer concerns.
Education
Bachelor of Information Technology -
Crown Institute of Higher Education
12-2022
Diploma And Advance Diploma -
Kingsford International Institute
07-2021
Skills
- Hardware & Network: Installation, Configuration, Assembly, Maintenance, Upgrade
- Operating System: Windows 10/11, Windows Server 2016/2019
- Cloud Technologies: Office 365, MS Azure, One Drive, SharePoint
- Backup Technologies: Windows Backup, Office365 Backup, Altaro, iDrive
- Ticketing: OS Ticketing
- Applications: MS Office365 desktop Apps
- Networking: DHCP, DNS, TCP/IP, Router
Certification
- Networking Foundations: Networking Basics July 2023 - LinkedIn
- Technical Support Fundamentals July 2023 - Google
- Learning ITIL July 2023 - LinkedIn
Personal Attributes
Tech-savvy |Team Player | Customer Service | Time Management | Problem-Solving | Excellent Interpersonal & Communication Skills | Self-Driven |Adaptable| Technical support | Enthusiastic | Critical-Thinking
|Attention-to-detail |Planning-skills |Customer Oriented | Analytical |Call handling|
Websites
References
References available upon request.
Timeline
IT Support Specialist
Innovate IT - Contract
03.2023 - Current
Helpdesk Officer
Techgenius - Part-time
06.2022 - 02.2023
Customer Service Representative
IGA - Part-time
02.2019 - 05.2023
Bachelor of Information Technology -
Crown Institute of Higher Education
Diploma And Advance Diploma -
Kingsford International Institute
Similar Profiles
Nitesh AcharyaNitesh Acharya
Service Desk Engineer at Innovate ITService Desk Engineer at Innovate IT
Ricardo RoseRicardo Rose
Account Manager / Service Manager / Tech Account Manager at Innovate ITAccount Manager / Service Manager / Tech Account Manager at Innovate IT
Ram HardasRam Hardas
IT Support Specialist at Innovate ITIT Support Specialist at Innovate IT
Claris NgClaris Ng
Food Service Worker at Guzman Y GomezFood Service Worker at Guzman Y Gomez
Amy MalekAmy Malek
Volunteer - Art Assistant at Sydney FestivalVolunteer - Art Assistant at Sydney Festival