Rupesh Chaudhary
Hornsby,NSW
Summary
Highly motivated and results-oriented Help Desk Technician with 6 months of experience providing first-line technical support in a fast-paced environment. Proven ability to troubleshoot and resolve complex issues related to Windows operating systems, applications, network connectivity and cloud services. Adept at quickly diagnosing problems, implementing effective solutions and proficiently managing and resolving incidents within ticketing systems, ensuring timely resolution and customer satisfaction. Committed to ongoing learning to stay up to date.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Apprenticeship
Extratech
03.2024 - Current
- Provide Full technical support for Windows10 including account management, password resets, task scheduling and remote desktop management both on-site and remotely
- Assist in Windows Server 2019 administration including implementing group policies, handling DHCP pool setup, managing Printer Servers and configuring DNS to ensure smooth network functionality
- Diagnosed Printer related issues such as connection problems, paper jamming, toner replacement
- Manage printer setup for multiple users to ensure smooth workflow
- Scheduled and maintained system backups using Paragon Backup and Recovery, ensuring data integrity through regular backups
- Perform file and folder restorations in the event of data loss or system failure
- Track and manage IT incidents using Zendesk ticketing system and maintaining a proper communication with customers to provide support and follow-up
- Support and maintain virtual environments using VMware and Hyper-V for system virtualization, testing, and backup purposes, ensuring efficient use of virtual resources
- Provide remote IT support using tools such as TeamViewer, Zoom, MS Teams, and Remote Desktop Connectivity to resolve technical issues for remote users quickly and efficiently
- Oversee and manage Office 365 environments, including user administration, SharePoint Online, Microsoft Teams and Security & Compliance configurations to guarantee smooth cooperation and secure data
- Bulk management of users, assigning membership and CNAME Validation as well as authentication management and autopilot deployment for different users within the organization using INTUNE
- Experienced in adding domain to the azure cloud, connecting the on-premises Active Directory users to Cloud Active Directory through AD-Connect, setting up multi-factor authentication and assigning tags, lock as well as providing Identity access management for security
- (for Azure cloud) Use Microsoft Intune for endpoint security, application management, and mobile device management (MDM)
- For improved security, track and report on device compliance and health
- Assist with Windows system rollouts and deployments, which include building and configuring system images with Sysprep to speed up the deployment across numerous devices
- Diagnose and resolve common network connectivity problems with TCPIP, VPNs, routing and cabling to guarantee that users have a reliable and secure connection to the network
- Monitor system performance with system monitoring tools and verify that important applications and backup solutions run smoothly, escalating issues as necessary to ensure business continuity
- Setup and manage user accounts in Skype for Business, facilitating communication, meetings, and collaboration while resolving any platform-related technical concerns.
Customer Service
Forestway Fresh
11.2023 - 03.2024
- Provided outstanding customer service in a fast-paced environment by sending through fast and accurate orders
- Assisted customer with menu selections, dietary restrictions, and special requests
- Collaborated with kitchen staff to communicate order modifications and resolve issues quickly
- Handled customer complaints and feedback professionally, leading to improved satisfaction
- Trained new team members on service standards and kitchen procedures.
Education
Bachelor of Information Technology - Information Technology
Wentworth Institute of Higher Education
302 Elizabeth St, Surry Hills NSW 201006.2024
Skills
- Troubleshooting Windows 10: Account management, Password reset, backup and restore, Task scheduling, Remote desktop management, system updates, Disk Management
- Using Windows Server: Using Windows Server 2019, Printer Server, setting up DHCP pool, ADDS, Group Policy, DNS
- Printer related troubleshooting: Checking out printer connection, setting the printer for use, toner change, reinstall drivers, Ip mapping, delete and add printer to different client computers
- System Backup and Implementing RAID: Paragon Backup and Recovery for scheduling backups, Restoring files and folders
- Azure Cloud: Connecting new domain to azure cloud, connecting Active Directory users on premises to cloud with Azure AD-Connect, setting up multi-factor authentication, assign tags, locks and providing Identity access management for security purposes
- Ticketing System- Zendesk software
- Virtualisation applications –VMware and Hyper-V for virtualisation
- Remote Support used for references - Team Viewer, Zoom, MS Teams and Remote Desktop Connection
- Advanced knowledge of Microsoft Software Applications including Word, Excel and Outlook
- Office 365: Office 365 Administrator, SharePoint Online, Sites, Microsoft Teams, Security and Compliance
- Microsoft Intune Skills: Mobile Device Management (MDM), Application management, Endpoint Security, User and Group management, reporting and monitoring
- Windows Rollout and Imaging: Imaging and Sysprep
- Software or Apps: System Monitoring Tools, backup Solutions
- Basic Knowledge of networking: TCP/IP, routing, VPN and Cabling
- Setup User Management and using Skype for Business for communications, meetings and solving computer related issues
Certification
- ITILv4 Foundation- LinkedIn
- AZ-900 – Microsoft
Attributes
- Excellent monitoring skills to avoid mistakes from happening
- Strong experience in a customer services role with previous experience
- Exercise’s ability to learn quickly and keep notes and constantly work towards improvement and development
- Has good communication and positive energy. Displays high level of professionalism, customer facing skills
- Ability to adapt quickly and effectively in a fast-paced environment
- Exceptional motivational skills, with experience of motivating support teams in a very pressurised environment
- Respectful towards everyone and treat colleagues professionally
References
Available upon request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Apprenticeship
Extratech
03.2024 - Current
Customer Service
Forestway Fresh
11.2023 - 03.2024
Bachelor of Information Technology - Information Technology
Wentworth Institute of Higher Education
- ITILv4 Foundation- LinkedIn
- AZ-900 – Microsoft
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