SAMRAT KUIKEL
Quakers Hill,Australia
Summary
Experienced IT professional with over half of decade of experience in the industry, I have honed a diverse skill set across various areas of expertise, both as a Field Engineer and a Team Leader. My determination, dedication, and drive have been pivotal in my roles as a Field Engineer, Service Desk Engineer and a Team Leader. My career is marked by a passion for building strong teams and cultures that are committed to delivering exceptional customer value and achieving transformational results. With a proficiency in establishing robust client relationships, I leverage my interpersonal and technical skills to foster excellent communication with teams and clients, laying the groundwork for a solid partnership.
Overview
12
12
years of professional experience
1
1
Certification
Work History
TEAM LEADER & ONSITE ENGINEER/SR. SERVICE DESK ANALYST
Intelliworx Managed IT Services
, NSW
01.2023 - Current
- Demonstrated expertise in troubleshooting and resolving Citrix, AVD, and Cloud PC issues.
- Logged tickets on-site and via phone for desktop support services, including service requests and incident management.
- Prioritize tickets as per severity using Matrix
- Active Directory including onboarding/offboarding users, group memberships, group policies
- Successfully implemented and optimized systems using Intune, Autopilot, and Entra
- Maintained oversight of monitoring systems, such as PRTG.
- Windows servers experience including File server, Print server
- Assisted customers with their inquiries and concerns
- Staff management
- Deploying machines including laptops, desktops, Desk phones including VoIP such as 3CX, 8x8
- Proven track record of efficiently handling and reporting major ticketing system incidents.
- Proficiently manage SLA in terms of incoming tickets, handling triage and action as per ITIL standards
- Usage of iOS platforms for Apple items such as iMac, MacBook and iPhones and MDM solutions
- Deploying Win 10 and Win 11 machines as part of a daily chores onsite.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
HELP DESK ENGINEER
IT Global Networks
07.2021 - 01.2023
- Answer Level 1 inbound calls, web case, assess customer's technical support needs and handle accordingly using documented procedures, available tools, and experience
- Diagnose, troubleshoot, and upgrade workstations and laptops received by tenants and deploying them in a timely manner
- Escalate issues appropriately and efficiently to senior engineers
- Proficient in working on AD, Server Manager, VOIP systems such as 3CX/8X8
- Provide day to day Desktop Support for Windows including networking troubleshooting such as firewalls, routers, and switches.
FIELD ENGINEER (FREELANCER)
Avaso Technology Solutions
04.2018 - 11.2021
- Technical support on troubleshooting of hardware components at Data Centers
- Manage allocation of resources within the team, provided guidance support and performance management to team members
- Report directly to the Head of Support and ensure customer expectations are met
- Replace hot swappable hard disk drive in server
- Develop and lead a culture of quality, consistency, continuous improvement, teamwork and develop career development plans
- Monitor service desk operations and escalate tickets to ensure client issues and requests are handled as expeditiously as possible
- Resolving customer needs as per the project
- Develop daily, weekly, and monthly reports on helpdesk team productivity.
SENIOR SALES ASSISTANT & STORE MANAGER
Liquorland, Coles
Sydney, NSW
01.2013 - 07.2021
- Customer service- including aiding customers regarding product selection
- Demonstrating excellent customer service skills
- Inventory management
- Determining customer requirements and advising on product range, price, warranties, and product use
- Accepting payment for goods and services by a variety of payment methods and preparing sales invoices
- Managing, updating inventories and stock takes whilst participating in leadership conferences with counterparts and stockholders
- Leading wide range of team, organizing rosters as per their availabilities to enhance efficiency
- Liaising with direct vendors and escalating operational procedures upon accepting deliveries
- Creating, updating, and managing high priority cases/incidents.
DESKTOP SUPPORT ENGINEER LEVEL 1 (INTERNSHIP)
Lend Lease Corporation Ltd
Sydney, NSW
01.2015 - 08.2015
- Assist Team Leader when required, including backfilling Team Leader when unavailable
- Develop and implement KPIs of the team and identify opportunities for improvement
- When required, engage with the incident response team, and lead the process of documenting event details, creating incident response letters/Emails to designated employees where customer support process is followed, and that issues and complaints are recorded and handled in a professional manner
- Assisted in Documenting and tracking the timeline of events that occurred in the process to resolution for each of the incidents managed in support of root cause analysis.
Education
MICROSOFT 365 FUNDAMENTALS MS-900 -
Microsoft
Sydney01.2024
STATEMENT OF ATTAINMENT IN VMWARE, VSPHERE: INSTALL, CONFIGURE, MANAGE V6 -
TAFE OTEN
Sydney01.2017
PROFESSIONAL YEAR PROGRAM -
Performance Education
Sydney01.2015
MASTER OF INFORMATION TECHNOLOGY (NETWORK SECURITY) -
Central Queensland University - Sydney
Sydney01.2014
Skills
- Service desk team management
- Exchange configuration
- Licensing via Rhipe and Prism
- Defender for O365
- Vsphere, VMWare
- Group Policies in AD
- Customer service support
- Scripting skills including Powershell
- Azure Active Directory
- Azure Virtual Desktop and Citrix troubleshooting
- Azure Backups
- Configuration of SMTP & Exchange clients including Outlook
- Routers, Firewalls configuration
- VoIP telephony systems including 8X8, 3CX
- Work Planning and Prioritization
- Team Supervision
- Documentation And Reporting
- Performance Evaluations
- Service Level Agreements
- Teamwork and Collaboration
Certification
- MICROSOFT 365 FUNDAMENTALS MS-900
- STATEMENT OF ATTAINMENT IN VMWARE, VSPHERE: INSTALL, CONFIGURE, MANAGE V6
Languages
- English
- Nepali
Hobbies and Interests
- Cricket
- Soccer
- Basketball
Personal Information
Driving License: Full
Affiliations
- Soccer, Cricket, Music, Dance, Travelling, Basketball, Taekwondo
Accomplishments
- Vice Chancellor Scholarships during Masters degree completion
References
References available upon request.
Timeline
TEAM LEADER & ONSITE ENGINEER/SR. SERVICE DESK ANALYST
Intelliworx Managed IT Services
01.2023 - Current
HELP DESK ENGINEER
IT Global Networks
07.2021 - 01.2023
FIELD ENGINEER (FREELANCER)
Avaso Technology Solutions
04.2018 - 11.2021
DESKTOP SUPPORT ENGINEER LEVEL 1 (INTERNSHIP)
Lend Lease Corporation Ltd
01.2015 - 08.2015
SENIOR SALES ASSISTANT & STORE MANAGER
Liquorland, Coles
01.2013 - 07.2021
MICROSOFT 365 FUNDAMENTALS MS-900 -
Microsoft
STATEMENT OF ATTAINMENT IN VMWARE, VSPHERE: INSTALL, CONFIGURE, MANAGE V6 -
TAFE OTEN
PROFESSIONAL YEAR PROGRAM -
Performance Education
MASTER OF INFORMATION TECHNOLOGY (NETWORK SECURITY) -
Central Queensland University - Sydney
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