SURESH PANDEY
Franklin,ACT
Summary
Seeing assignments as IT Technical Professional in growth and development of software and hardware technical support with an organization. An astute professional with More than 6 years of experience as Sr. IT Technical Support Engineer (L1 & L2). Provided business -clients with efficient support – Immediate respond to customer calls, emails, and Client requests. Provided Desktop Support and AV support to clients like setting up Meeting rooms for team calls and look after if they have any issue like unable to join video calls issue or mute issue then will support for them and set up phone for listening conversation. Experience in VIP level Support to CEO and Executive level employees. Collected information through client phone calls to identify report and resolve product problems. An effective communicator with a strong analytical and problem-solving approach. Excellent Interpersonal skill, collaborating with customer team for identifying and resolving problems. Experienced on IT support, application support & handling hardware issues. Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Overview
11
11
years of professional experience
Work History
Front Desk Officer & Night Auditor
IBIS Style Tall Trees
Canberra, ACT
08.2022 - Current
- Oversaw cash and credit card payment transactions at front desk
- Handled payment processing and provided customers with receipts and proper bills and change
- Managed guest check-in and check-out procedures, reservations and payments
- Corrected guest issues promptly with knowledgeable and friendly service
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns
- Managed customer complaints and rectified issues to complete satisfaction
- Worked with room service, housekeeping, maintenance and security to meet all guests’ needs
- Welcomed large volume of guests and improved overall customer service.
IT SERVICE DESK OFFICER
Chirpn IT Solution
Sydney, NSW
12.2021 - 09.2022
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Resolved problems, improved operations, and provided exceptional service
- Received and processed stock into inventory management system
- Working on SCCM and Active Directory to push software, create new user, create domain, and reset passwords
- Using the Ticketing tool Cherwell to resolve user issue
- Maintain Hardware asset management to assign new laptop to user
- Using AWS for workspace for user
- Setup user new software installation and deployment with upgrade versions
- Handling incoming queries, resolving issues, managing flow of support requests, determining scope of support requests
- Identify and diagnose issues and problems
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support.
ICT OFFICER
SHARED SERVICE CENTRE, Randstad, University of Sydney
Sydney, NSW
01.2021 - 10.2021
- The adoption and use of collaboration tools such as Microsoft Office 365
- To support Multi factor Authentication roll out for all staff and all students
- The sharing of knowledge and expertise with Shared Service Center colleagues as well as with various other groups, cohorts and stakeholders across University
- Using SCCM Tool for update OS and Active Directory
- The solicitation of customer feedback about individual and Shared Service Center performance to improve service quality, standards, and delivery
- Using in Service Now ticketing tool
- Investigation, analysis and resolution of basic customer inquiries or processing tasks
- Where applicable, any triaged inquiries that require further expert analysis and/or resolution are escalated through appropriate channels to relevant team
- Talking customers through series of actions to resolve problem.
IT SUPPORT OFFICER
Green Light Worldwide Pty Ltd, Macquarie Group
Sydney, NSW
12.2019 - 03.2020
- Identifying hardware and software solutions
- Troubleshooting technical issues
- Using SCCM Tool for update OS
- Diagnosing and repairing faults
- Using in Remedy and Service Now ticketing tool
- Resolving network issues and using Active Directory
- Talking customers through series of actions to resolve problem
- Replacing or repairing necessary parts
- Monitored employee and customer interactions to assess quality of service.
IT DESKSIDE SUPPORT ENGINEER
Axiom Technologies
Sydney, NSW
02.2019 - 12.2019
- Addressing user tickets regarding hardware, software & networking
- Provided to Mobile Configuration email setup and video conferencing meeting setup
- Provided to support L2 to internal users
- Provided to Group policies, Active directory, SCCM
- Face to face Communication with user having any issue related on networks, Software and hardware
- Using Service Now and Remedy Tools
- Support to user operating system administration including user management, group policy administration, security management, printer management, e-mail administration, application support, networking and wireless
- Walking customers through installing application and computer peripherals
- Working on Remedy ticketing tool and Service Now
- Conduct remote troubleshooting
- Reimaging laptops and workstations.
IT SUPPORT ANALYST
Ignite Services, LENOVO AUS
Sydney, NSW
08.2018 - 04.2019
- Support to Window ‘s 7 & 10 Application
- Working in Service Now and Remedy Ticking tool
- Installation of Office 365 Manage and outlook configured
- Printer Installation, Scanner Installation, Skype for Business and troubleshooting
- In Active Directory create user, reset password, manage user profile
- In server Window's 8, 10 & 12 R2 installation, Configuration and Implementation
- Citrix and Remote Access work
- Answer Email Support or phone calls for client and solve query
- Deployment and decommissioned software and hardware.
IT ASSOCIATE EXECUTIVE (HW AM ANALYST)
Infinite Computer Solutions Client IBM
Pune, Maharashtra
02.2017 - 05.2018
- Working in Hardware Asset Management like laptop, Desktop, Router, Printer, smart device, Scanner
- Working on Asset Report Weekly and ISM as well
- Create Assets and updated assets
- Create HW and update HW assets
- Tickets solved in IMAC and Service Now
- Managing ISM tracker and update HW and LPAR
- Managing basic records data and Order Now reports
- Update asset location, user, hostname etc
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
SENIOR IT EXECUTIVE
Shankhnad Today News Web Portal
Bhopal, India
08.2015 - 12.2016
- Managing website and posting News
- Performing keyword research to optimize website content
- Provide SEO analysis and perform link building
- Managing website and posting News
- Managing Network issues
- Framing News to publish on a website
- Applied emerging technology knowledge to achieve key business objectives.
TECHNICAL SUPPORT ENGINEER
Orcasys Private Limited
Pune, Maharashtra
07.2013 - 06.2015
- Optimization of working environment and customer service by collaborating with Hospitals and Clinic staff
- Give IT Support to software Hospital Management System (HMS) to all hospitals and clinics
- Manage HMS Application software to all hospitals and clinics
- Ran routine phone troubleshooting and configuration
- Training to hospital Staff to guide them in helping clients to select right product
- Collection information through client phone calls to identify and report product problems
- Troubleshooting, analyzing, and resolving complex technical issues
- Problem's identification and utilizing advanced resolution procedures
- Handling escalated customer complaints
- Taking ownership of technical issues and working with other Development groups to resolve more advanced issues whenever necessary
- Trouble shooting & Documentation regarding same
- Providing training to customer
- Providing business clients with efficient support – Responded to phone calls, emails, and in-person requests
- Installing software, configured and tested customer PC's, analyzed functionality of peripheral appendages
- To work closely and effectively with vendors to replace/repair defective hardware and software.
Education
Masters in computer application - Computer Application
Rajiv Gandhi University
06.2011
Bachelor's Degree - Bachelor of Computer Application
Barkatullah University
06.2007
Skills
- Operating System: Windows 7, 8, 10, 11, SCCM, Active directory
- Application Software: MS Office 2007, 2010 and 2016 Office 365, Service Now Remedy 70/60, Email (Microsoft outlook)
- Application installations
- Remote assistance
- Project Management
- Troubleshooting skills
- Technical Support
- Technical issues analysis
- Hardware upgrades
- Helpdesk call support
- Mobile device management
- System updates
- Incident Management
- Service Level Agreements
Timeline
Front Desk Officer & Night Auditor
IBIS Style Tall Trees
08.2022 - Current
IT SERVICE DESK OFFICER
Chirpn IT Solution
12.2021 - 09.2022
ICT OFFICER
SHARED SERVICE CENTRE, Randstad, University of Sydney
01.2021 - 10.2021
IT SUPPORT OFFICER
Green Light Worldwide Pty Ltd, Macquarie Group
12.2019 - 03.2020
IT DESKSIDE SUPPORT ENGINEER
Axiom Technologies
02.2019 - 12.2019
IT SUPPORT ANALYST
Ignite Services, LENOVO AUS
08.2018 - 04.2019
IT ASSOCIATE EXECUTIVE (HW AM ANALYST)
Infinite Computer Solutions Client IBM
02.2017 - 05.2018
SENIOR IT EXECUTIVE
Shankhnad Today News Web Portal
08.2015 - 12.2016
TECHNICAL SUPPORT ENGINEER
Orcasys Private Limited
07.2013 - 06.2015
Masters in computer application - Computer Application
Rajiv Gandhi University
Bachelor's Degree - Bachelor of Computer Application
Barkatullah University
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