Shivani Prasad

• Troubleshoot technical issues on varying different types of hardware such as laptops, servers, desktop computers, screen monitors, and mobility devices, installed operating system (windows 11 pro) for laptop builds
• Boosted service quality by continually updating technical knowledge in IT Glue documentation system for overall team to work collaboratively with efficiency.
• Built onboarding and off boarding forms for customers using the CloudRadial platform
• Enhanced customer satisfaction by promptly addressing service requests and providing technical solutions.
• Improved system efficiency with thorough troubleshooting and root cause analysis of technical issues.

Experience on systems

• Microsoft platforms Entra and Office 365, SharePoint, Intune, Teams, Exchange, Identity and Security
• Networking for troubleshooting issues related with network outages, router and switch configurations, fortigate firewall, DNS records setup.
• Worked with platforms such as Usecure, Unifi, CIPP, IT Glue, Connectwise ticketing system and RMM tool, CloudRadial, Screenconnect remote management tool for patching and automation.

• Maintain, update laptops, computers, monitors network peripherals in spreadsheet for inventory purposes
• Replace QHD Dell Monitors for staff in the company, reset and configure network switches such as Cisco
• Reimage and build laptops (win10/11)
• Test telephony devices

• Provide technical support Level ½ to employees in support offices and retirement villages, based in Brisbane Support Office as well as work from home
• Resolve diverse range of technical issues across multiple systems and applications for customers and end-users across different time zones
• Manage a high level of tickets such as incidents, service request within FreshService Ticketing system
• Manage calls and emails to ensure SLA is met for technical support needs, handling both time and productivity
• Offer excellent customer support and tailored recommendations to address support needs
• Deliver prompt technical service to prioritise customer needs over the phone and in person
• Management and reporting of malware and phishing threats
• Configure hardware and grant system permissions to new employees
• Sharepoint experience migration and user permissions
• Create IT user accounts, assign permissions, install, configure and maintain systems and network connections
• Configure and setup hardware for employee workstations
• Monitor system performance to identify potential issues and improvements
• Help streamline and repair IT processes, update procedures