Shayar Kharal
Hurstville,NSW
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Summary
Goal-oriented Help Desk Analyst and Azure Certified professional with a strong background in Microsoft Office, Networking, customer service, technical support, PC maintenance, and Virtualization. Possessing advanced technical knowledge, I excel in installing and configuring computer systems and networks, diagnosing hardware and software issues, and supporting the implementation of new applications. A quick learner and proactive problem solver, I am dedicated to delivering efficient and top-notch support. Currently seeking a challenging position that allows me to utilize my technical skills and personal attributes for personal growth and contribute to the organization's objectives. Personal Attributes
Overview
4
4
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Henry Schein
08.2023 - Current
- Proficient in delivering technical support to clients through various channels such as phone, email, field visits, and the Zendesk Ticketing system
- Configuring physical workstations, connecting peripherals like monitors, access points, keyboards, and mice, setting up phones and printers with necessary drivers, network connectivity, print server setup, and ensuring proper paper, ink, or toner settings
- End devices monitoring such as PCs and docking station for laptop users
- Monitoring of Windows 10/11 using task manager to track and optimize system performance
- Performing task in Active Directory like user account management, including creating, enabling, disabling, unlocking, and resetting passwords as per user requests
- Creating, configuring, and deploying Group Policy Objects (GPOs) to users and computers
- Establishing shared folders, assigning NTFS permissions to relevant users or groups, and configuring network drive mappings on the server
- Involving software and hardware setup, network configuration, defining server roles and permissions, and implementing security policies
- Azure Active Directory user account management tasks, including account creation, deletion, password resets, and enabling/disabling Multi-Factor Authentication (MFA) in accordance with organizational policies and procedures
- Performing task in Office 365 such as account creation, account locking, password resets, distribution group creation, shared mailbox setup
- Using Microsoft Intune for Device inventory management, application management, and policy deployment
- Device enrollment within endpoint manager, creating and deploying policies in accordance with organizational guidelines, installing Microsoft Office and other applications through app packages, assigning apps to devices or groups, and monitoring installation progress
- Managing email tasks within Exchange Online, including overseeing mail flow, regulating message sizes, and implementing delivery restrictions
- Utilized Microsoft Outlook to manage and prioritize support tasks. Resolved issues such as setting up Auto-Reply, Signature, adding second email, integrating Zoom, and repairing/updating Outlook, creating PST files
- Troubleshooting problems related to Skype, Zoom, SharePoint, One Drive, Teams, and Desktop applications
- Identifying complex issues and gathering necessary information prior to escalating them to senior team members using Zendesk
- Delivering efficient customer support by closely monitoring and documenting incidents or service requests in compliance with the ITIL Framework.
Shift Manager
Hungry Jacks
07.2020 - 12.2023
- Effectively handled and resolved customer grievances, conflicts, and challenging situations
- Managed a high volume of 100+ customers per shift while consistently delivering exceptional customer service
- Achieved an average customer satisfaction rating of 96%
- Demonstrated composure and professionalism during difficult situations, including managing intense customer dissatisfaction
- Assisted potential customers in identifying their specific requirements and recommended optimal solutions to fulfill their needs.
- Monitored store operations to ensure compliance with company policies and procedures.
- Oversaw the training of new employees on customer service, product knowledge.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Performed regular price checks to ensure accuracy in pricing throughout the store.
Education
Bachelor of Networking - Cyber Security
01.2023
Skills
- Ticketing: Zendesk
- Backup: Windows backup, NAS, RAID
- Platforms: Windows 7/8/10/11, Windows server 2016/2019, Android, macOS
- Remote tools: Remote Desktop Connection, Team Viewer
- Browsers: Microsoft Edge, Google Chrome, Mozilla Firefox, Safari
- Networking: LAN/WAN, VPN, DHCP, DNS, RDP
- Microsoft: Office 365, Outlook, MS Exchange, SCCM, SharePoint, Teams, Azure portal, Intune
- Virtualization: VMWARE, Virtual Box
- Server tools: Azure AD Active Directory, FTP server, Print Server, DHCP server
Certification
Microsoft Azure Fundamentals AZ-900
CCNA 200-301 (Ongoing)
Personal Attributes
- Reference Strong presentation skills in monthly meetings within organization colleagues.
- Team leader in university projects.
- Time Management
- Problem-Solving Skills
- Customer service skills
- Continuous Learning
- Instructed and Guided new team members at workplace.
References
Upon Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Help Desk Analyst - Henry Schein
08.2023 - Current
Shift Manager - Hungry Jacks
07.2020 - 12.2023
Melbourne Institute of Technology - Bachelor of Networking, Cyber Security
Similar Profiles
Darren FayDarren Fay
Sr. Director, Revenue Operations at Henry Schein One, Henry Schein IncSr. Director, Revenue Operations at Henry Schein One, Henry Schein Inc
Adolfo MunozAdolfo Munoz
Field Service Engineer at Henry ScheinField Service Engineer at Henry Schein
Joanie DylanJoanie Dylan
Senior Customer Service Representative at Henry ScheinSenior Customer Service Representative at Henry Schein
Joshua AbeJoshua Abe
Support Services Specialist at Henry ScheinSupport Services Specialist at Henry Schein
Zhuozhi XieZhuozhi Xie
Delivery Driver at DoorDashDelivery Driver at DoorDash