Rupesh Giri
SYSTEM ENGINEER
Belconnen,ACT
Summary
Reliable system engineer, results-driven professional offering a progressive career in information technology, bringing more than 2 years of experience in help desk, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-users needs with long term resolutions to complex IT challenges. Meticulous attention to detail with deep technical knowledge.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
System Engineer
Feel Like Own Car Rentals
Fyshwick, ACT
03.2020 - Current
- Providing technical support and technology services and support to staff and clients via phone, email, field visits, or through the ticketing System.
- Installing software and applications, phone, and printer setup Driver update, configuring, relocating computer hardware.
- Installing and troubleshooting network problems, system issues, operating system update and upgrade.
- Used discretion in prioritizing tasks and completing projects, while maintaining records of software licenses.
- Troubleshooting and configuring the end devices issues such as IP phone set up, meeting, conference call, audio and video issues, printer issue, laptops, tablets.
- Assisting in Rollout of Windows 10 and monitoring system to fix the issues after the imaging.
- Outlook setup for users in PC and computer, helping to assign meeting, calendar and Zoom meeting.
- Manage Users, Groups and OU in Active Directory.
- Deployment of Group Policy for software deployment, password services and window key activate.
- Antivirus installation and renewal (Trend Micro, MacAfee).
- Windows 10 performance monitoring through Task Manager.
- Ensure customer satisfaction through efficient call handling and communication.
- Report to level 2 and level 3 support team and make incident report for customer issues.
Help Desk Support
Bro Couriers and Transport Pty Ltd
Sydney, NSW
03.2019 - 02.2020
- Conduct troubleshooting to resolve IT – related and application issues for users.
- Consistently meet call handling goals by closing an average of 30 calls per day with an 80% first call resolution ratio.
Customer Service Representatives
Rose of Australia
Erskineville, NSW
03.2017 - 02.2019
- Developed and implemented an efficient ticketing system to monitor incoming service desk tickets, track incidents, and troubleshooting issues.
- Provide clients with information on available upgrades and troubleshoot computer – related problems for internal and external clients.
- Administer all aspects of active directory group policy such as creating and managing end-user accounts using active directory.
- Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-users.
- Maintaining a positive, empathetic, and professional attitude toward customers.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Managing a team of junior customer service representatives.
- Ensuring customer satisfaction and provide professional customer support.
Education
Professional Year - Professional Year Programme in ICT
Navitas Professional
Canberra, ACT 12.2019 - 01.2020
Bachelor of Networking - Information Technology
Melbourne Institute of Technology
Sydney, NSW 07.2017 - 07.2019
Diploma of Software Development - Information Technology
Canterbury Business College
Sydney, NSW 01.2016 - 01.2017
Skills
Knowledge of Windows Server 2012, 2012R2 and 2016 as per industry standard
undefinedCertification
Network Security Associate 1 Certified
SOFT SKILLS
- Attention to detail, time management and customer service skills
- Strong verbal and written communication skills
- Always eager to learn and teamwork
- Ability to prioritize and can work under pressure
- Self-motivation
- Multi-tasking
- Ability to work unsupervised
Affiliations
Australian Computer Society
Member No: 4250586
REFERENCES
Available on Request
Timeline
Network Security Associate 1 Certified
10-2021
Network Security Associate 2 Certified
10-2021
System Engineer
Feel Like Own Car Rentals
03.2020 - Current
Professional Year - Professional Year Programme in ICT
Navitas Professional
12.2019 - 01.2020
Help Desk Support
Bro Couriers and Transport Pty Ltd
03.2019 - 02.2020
Bachelor of Networking - Information Technology
Melbourne Institute of Technology
07.2017 - 07.2019
Customer Service Representatives
Rose of Australia
03.2017 - 02.2019
Diploma of Software Development - Information Technology
Canterbury Business College
01.2016 - 01.2017
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