Shanker Jadav
Southport,QLD
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
4
4
years of professional experience
Work History
IT Support Technician
Eminent
Gold Coast
02.2023 - 06.2023
- Resolved user support tickets related to hardware, software, and network issues using ITSM ticketing systems. Diagnosed and troubleshot Windows OS issues, including LAN/WAN connectivity, TCP/IP, and DNS. Provided technical support for complex incidents, performing root cause analysis and user impact assessment. Installed, configured and maintained computer systems and network connections. Tested new software and hardware prior to deployment. Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
Desktop IT Support
NBN Co Ltd
Gold Coast
02.2022 - 06.2023
- Troubleshooting modems, soft phones, Windows and applications. Experience managing Endpoint Manager and office 365. Installing, configuring, troubleshooting and sharing printers in Mac OS and Windows. Diagnosing and troubleshooting third-party applications in safe mode. Solutions include, but are not limited to, resolving username and password problems, verifying proper hardware set up, power cycling equipment, assisting with navigating around application menus and troubleshooting internet. Customer support, handling inquiries via phone and email & use of Service now ticketing system. Allocating, updating and maintaining hardware assets into Service management tool. Assisting users remotely with issues using Teams/Team viewer, SCCM. Managing and setting up mobile devices according to company policies. Documenting general tasks, procedures and issues for future reference. Running diagnostic programs to diagnose and resolve issues. Setting up VC systems in meeting rooms. Direct unresolved issues to the next level of support personnel. Follow up with users to ensure their systems are functional. Guide users with simple, step-by-step instructions in simple language. Provisioning, configuring, delivering, and setting up equipment, ensuring proper functionality and connectivity of all devices, and participating in equipment moves and changes. Assisting new users with the on-boarding process and helping them set up their profile. Provided hands-on support for video conferencing equipment in meeting rooms and workspaces. Monitored ticketing system for timely resolution of user-reported incidents and requests.
IT Support Engineer
MNL Technologies Gold Coast
Gold Coast
01.2025 - Current
- Utilized laptop tools (MS Teams, Zoom, PuTTY), console cables, 4G dongle, and USB drives for device configuration and upgrades. Conducted onsite IT inspections with live coordination and documented server racks and server room environments. Installed and configured POS systems including printers, scanners, cash drawers, and display units. Diagnosed and repaired hardware issues, replacing SSDs, HDDs, and motherboards. Set up network connections (patch panels, routers, switches, ports, and Fortinet devices) and collaborated with remote support (Redcat) for troubleshooting and deployments.
Field Engineer
Impressive Tech Managed Services Pvt Ltd
Gold Coast
01.2024 - 12.2024
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment. Prepared new computers and mobile devices according to internal policies on standardized software and security deployments. Determined hardware and network system issues using proactive troubleshooting techniques. Managed and configured Group Policy Objects (GPOs) to enforce organizational IT policies across all users and devices. Managed user account lifecycle in Active Directory, including provisioning, de-provisioning, and role-based access control. Responded to customer inquiries and provided technical assistance over phone and in person. Assisted users with remote desktop tools like Team viewer, common phone hardware and software configurations to maximize service functionality. Developed and maintained strong relations with customers to meet quality expectations. Participated in after-hours on-call rotation for critical support need.
Education
Master Of Information Technology - Networking and Security
Griffith University
Gold Coast08-2022
Skills
- Asset Management
- Helpdesk call support
- AD Management
- Group Policy Management
- SCCM, MS Team, Zoom
- Service Now, Flexera
- Windows Firewall
- Software Installation
- Mobile Device Management
- Hardware upgrades
- Command lines
- Microsoft, Word, Excel, Outlook, OneDrive
- Power point, Office365 Management
Timeline
IT Support Engineer
MNL Technologies Gold Coast
01.2025 - Current
Field Engineer
Impressive Tech Managed Services Pvt Ltd
01.2024 - 12.2024
IT Support Technician
Eminent
02.2023 - 06.2023
Desktop IT Support
NBN Co Ltd
02.2022 - 06.2023
Master Of Information Technology - Networking and Security
Griffith University