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
General Knowledge of Virtualization (VMware (ESXI), Hyper-V)
Fresh desk ticketing system
Understanding of Network Monitoring Tools such as Wireshark
Advanced Knowledge of Microsoft Applications
Working experience with Azure Active Directory (AD)
Working experience with creating Users, Group, OU and Group policy
Knowledge of DNS server, DHCP server and print server
Troubleshooting of hardware and software system
Azure Active Directory and Office 365
Azure backup and storage
Experience of Windows RDP, TeamViewer, AnyDesk
Certification
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