Summary
Overview
Work History
Education
Skills
Technical Skills
Certification
Accomplishments
References
Timeline
Generic

Sunny Thakkar

Perth,WA

Summary

Experienced and detail-oriented Service Desk Engineer with over 5 years in IT support, specializing in troubleshooting, maintaining IT systems, and providing exceptional customer support. Adept at managing high-volume helpdesk tickets and improving service delivery. Looking to leverage my technical expertise and problem-solving skills to contribute to the success of Techbiz and Datacom team.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Deskside Support Engineer

Datacom
02.2023 - 03.2025
  • Provided technical support onsite or remotely for end users in a timely manner.
  • Installed operating systems such as Windows 10, Mac OSX, Ubuntu Linux.
  • Resolved network connectivity problems including wireless access points and routers.
  • Created detailed documentation of IT infrastructure components and processes.
  • Interacted with vendors to order replacement parts or resolve service requests.
  • Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance.
  • Conducted training sessions for staff on new software and hardware, enhancing productivity.
  • Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
  • Managed Active Directory user accounts, groups, and permissions, enhancing system security.
  • Collaborated with IT team members to share knowledge and improve support processes.
  • Performed troubleshooting to diagnose and resolve complex technical problems.
  • Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
  • Provided technical support to end-users on a variety of computer software and hardware issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Service Desk Analyst

Techbiz Innovators
07.2021 - 01.2023
  • Serve as the primary IT support liaison for major clients including Bunnings and ISS Facility Services, managing critical IT issues and service requests.
  • Provide Tier II support for over 500 end-users, resolving issues related to software, hardware, and networking, which resulted in a 30% reduction in ticket resolution time.
  • Administer and manage user accounts and permissions in Active Directory, Office 365, and other systems ensuring compliance with corporate policies and client-specific security requirements.
  • Develop and maintain comprehensive documentation for IT processes, system updates, and configurations, enhancing the knowledge base for all support staff.
  • Implement ticketing system enhancements that improved tracking accuracy and customer satisfaction ratings by 20%.
  • Train and mentor new service desk staff, promoting a culture of continuous learning and development.
  • Provided telephone support to staff members who require assistance with their computers or network connections.
  • Collected, analyzed and reported on data for use in operational planning.
  • Developed detailed reports on system performance metrics for management review.
  • Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.

IT Support Engineer

IKEA
06.2020 - 07.2021
  • Enhanced IT infrastructure by implementing comprehensive network security measures and monitoring systems.
  • Optimized system performance by conducting regular hardware and software maintenance tasks.
  • Reduced downtime for clients with proactive identification and resolution of technical issues.
  • Streamlined help desk processes, improving response times and customer satisfaction rates.
  • Collaborated with cross-functional teams to develop and implement IT solutions, increasing overall efficiency.
  • Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.

Intern

Family Life
12.2019 - 05.2020
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Sorted and organized files, spreadsheets, and reports.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.

Intern

CSIRO Clayton Branch
07.2019 - 11.2019
  • Supported customer service improvements with detailed feedback analysis.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Generated reports detailing findings and recommendations.
  • Evaluated customer needs and feedback to drive product and service improvements.

Education

Master of Science - Information Technology

Central Queensland University
Melbourne, VIC
08-2018

Bachelor of Science - Information Technology

Narnarayan Shastri Institute of Technology
India
03-2016

Skills

  • Client Relations
  • Technical Support
  • Guest communication
  • Documentation
  • Problem-solving
  • Customer service
  • Team collaboration
  • ITIL Knowledge
  • Incident Management
  • Software Support
  • Project management
  • Hardware Configuration
  • LAN/WAN
  • Help Desk Support
  • Active directory
  • VoIP Installation
  • Problem-solving abilities
  • Remote Support
  • Information Security
  • Online Chat Support

Technical Skills

  • Operating Systems: Windows, MacOS, Linux
  • Applications: MS Office 365, Google Workspace
  • Helpdesk Software: ServiceNow, Jira, Zendesk
  • Networks: TCP/IP, DNS, DHCP
  • Hardware: PCs, Laptops, Mobile Devices, Printers

Certification

  • CompTIA A+ Certification
  • Microsoft Certified: Windows 10
  • ITIL Foundation

Accomplishments

Best Project Award, Gujarat technological University Engineering Showcase, 2014

  • Designed and implemented a scalable solution that integrated RFID technology, resulting in real-time tracking of inventory and streamlined operations.

National Player, Volleyball Team

  • Recognized by the National Volleyball Federation for outstanding performance and leadership, 2013-2014.

References

References available upon request.

Timeline

Deskside Support Engineer

Datacom
02.2023 - 03.2025

Service Desk Analyst

Techbiz Innovators
07.2021 - 01.2023

IT Support Engineer

IKEA
06.2020 - 07.2021

Intern

Family Life
12.2019 - 05.2020

Intern

CSIRO Clayton Branch
07.2019 - 11.2019

Master of Science - Information Technology

Central Queensland University

Bachelor of Science - Information Technology

Narnarayan Shastri Institute of Technology

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