Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Shubham Jambe

Brisbane

Summary

Proven experience providing network and help desk support in a busy and unsupervised environment for internal and external departments. An unwavering commitment to customer service, with the ability to build productive relationships and resolve complex issues. Strategic relationship and partnership building skills-listen attentively, solve problems creatively by diagnosing and troubleshooting the issue

Overview

5
5
years of professional experience

Work History

IT Support Specialist

Youi Insurance
07.2024 - Current
  • Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
  • Reduced downtime with effective troubleshooting and timely problem resolution.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.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.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
  • Used Cherwell ticketing system to manage and process support actions and requests.
  • Installed and configured operating systems and applications.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Assisted users with remote desktop tools like Team viewer, CMRC viewer and NinjaOne



Desktop Support Engineer

Chevron
2 2022 - 06.2024
  • Troubleshooting modems, VoIP soft phones, Mac OS, 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
  • Timely system updates as per company policy
  • 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 & VOIP issues
  • 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/Quick assist/ARD
  • Trouble shooting VPN/Network issues
  • Managing and setting up mobile devices according to company policies
  • Documenting general tasks, procedures and issues for future reference
  • Responding in a timely manner to service issues and requests
  • Running diagnostic programs to diagnose and resolve issues
  • Setting up AV/VC systems in meeting rooms
  • Managing and supporting Microsoft Teams Room
  • 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
  • Assisting users with share drive issues.

IT Support Technician

Eminent IT
04.2019 - 01.2022
  • Addressed user tickets regarding hardware, software, and networking
  • Troubleshooting and diagnose hardware and network problems
  • Install and configure computer systems and applications
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length
  • Responding in a timely manner to service issues and requests
  • Repairing and replacing equipment as necessary
  • Taking care of Inventory management and asset management system
  • Testing different ways until issues is resolved
  • Direct unresolved issues to next level of support personnel
  • Follow up with clients to ensure their systems are functional
  • Guide user with simple, step by step instructions
  • Conducted remote troubleshooting
  • Performing organizational systems architecture reviews and assessments and recommending current and future hardware and software strategies and directions
  • Communicating, educating, and liaising with users and management to ensure awareness and adherence to standards, procedures and quality control issues and activities
  • Providing exceptional customer service with high accuracy along with attention to detail
  • Making sure to maintain high KPI's and adherence time along with improving stability on day-to-day basis
  • Assisted to calls regarding COVID hotline in Victoria regarding information (COVID-19) program
  • Working from home using laptop and high usage of ZOOM and cloud tools for calls and meetings
  • Reporting to team leaders regarding daily performance and queries
  • High attention to detail working in the government project and collecting accurate information
  • Procurement of hardware/ software licenses, Citrix Environment
  • Troubleshooting and Maintaining User accounts, Group policy settings, Unlocking Accounts, Reset Passwords, AD Licenses
  • Resolving issues with Lexmark Printers using break fix, Portable Printers, MDTs, PDTs, Zebra Printer and handsets along with iPhones, iPads, Cisco Telephones, PA's.

Education

Master of Information Technology - Networking and Security

Griffith University

Skills

Customer Service

Ability to Work Under Pressure

Communication Skills

Effective Time Management

Fast Learner

Ability to Multitask

Troubleshooting Windows and Mac Applications

OS: Windows, Linux, MAC

Ticketing Tools: ServiceNow

Installing configuring administrating software applications

Managing and Maintaining Servers

Network Configuration (Switches and Routers)

TCP/IP

Cisco Packet Tracer

Microsoft Office 365

MySQL

Software Installation

Desktop support

Data Recovery

System enhancement

System Configuration

Hardware upgrades

Printer troubleshooting

Configuration Management

Operating system management

Asset Management

VPN Configuration

Remote Support

Websites

Timeline

IT Support Specialist

Youi Insurance
07.2024 - Current

IT Support Technician

Eminent IT
04.2019 - 01.2022

Desktop Support Engineer

Chevron
2 2022 - 06.2024

Master of Information Technology - Networking and Security

Griffith University

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Shubham Jambe