Shreyas Kajiwala
New Lynn,Auckland
Summary
Having more than 10 years of experience in IT industry where I have valued my career by analyzing and understanding customer needs to provide pertinent solutions for the business, using best available methods and technology, while enhancing my technical skills through out my career
Overview
9
9
years of professional experience
1
1
Certification
Work History
ICT Field Service Engineer
DDS IT
04.2022 - Current
- Assisting customer issues via telephone and ticketing system (Jira Management Service) and (Ivanti Heat) with a professional, effective and clear manner.
- Enhanced customer satisfaction with prompt and efficient troubleshooting of complex technical issues.
- Support of issues related to AD, DNS, DHCP, Print Management, Microsoft O365, Teams, Azure Active Directory, Slack, SCCM, MFA etc.
- Implementation and management of Intune to client environment for new policies push out globally.
- Administration of office 365 environment including Exchange online, Teams and SharePoint.
- Third party application support with vendor escalations to resolve issues in timely manner and document the fixes for the known issues
- End user support for day-to-day issues and remote work-related issues on terminal servers and citrix environments
- Provide Level 1 and 2 phone, walk-in and remote Workstation/Server Support for multiple users
- Taking ownership of user IT related problems proactively.
- Managing more than 500 User accounts in Active Directory and PaperCut software.
Desktop Support Engineer
Desktop Technology Service Limited (DTSL)
08.2017 - 04.2022
- Answering the incoming calls, emails and log all Customer questions and issues accurately into the ticketing system (Service Now)
- Troubleshoot hardware problems (printers/desktops/pos hardware/network); provide support to requests remotely and at the internal customers workplace
- Talk clients through a series of the actions, via either phone, email or Teams, until they have solved a technical issue
- Document technical knowledge in the form of notes and manuals
- Built laptop and mobile for the new user via PXE or USB
- Create a profile; setup One Drive, Outlook, and 3CX
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Technical Support Engineer
National Tertiary Education Corsotium (NTEC)
03.2015 - 07.2017
- Responsible for Creating User in Active Directory, Group Policy, migrating user and help user regarding software and hardware related issue
- Add and update the new user into organization
- Solved the user’s hardware and software related issues
- Maintain procedures and reports that provide technical support to the entire organization
- Install and configure software and computer systems
- Troubleshoot and resolve issues with software or hardware
- Talk clients through a series of the actions, via either phone or email , until they have solved a technical issue.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
GRADUATE DIPLOMA - Computing in Networking
National Technology Institute
01.2015
BACHELOR OF COMPUTER SCIENCE - Programming & Networking
VNSGU
01.2011
Skills
- Level 1-2 Troubleshooting
- Repairing [HP and Dell ]
- Azure Active Directory
- Office 365
- SCCM
- Microsoft Intune
- Exchange Online
- SharePoint
- Print Server
- Microsoft 365
- Microsoft Teams
- LAN/WAN Technologies
- Windows 7 & 10
- Technical Troubleshooting
- Time Management
- Customer Service
Certification
- CompTIA A+
- CompTIA Network+
- AZ -900 Microsoft Azure Fundamentals
- MS-100 Microsoft 365 Identity and services
- AZ - 104 Microsoft Azure Administrator (Pursuing)
Affiliations
- Cricket
- Gardening
Timeline
ICT Field Service Engineer
DDS IT
04.2022 - Current
Desktop Support Engineer
Desktop Technology Service Limited (DTSL)
08.2017 - 04.2022
Technical Support Engineer
National Tertiary Education Corsotium (NTEC)
03.2015 - 07.2017
GRADUATE DIPLOMA - Computing in Networking
National Technology Institute
BACHELOR OF COMPUTER SCIENCE - Programming & Networking
VNSGU
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