Umang Patel
Clayton,Australia
Summary
As a graduate student with a Master of Information Technology (majoring in Networking), I have international and Australian business standard experience working in ICT Helpdesk Support Engineer. I am looking for a challenging & dynamic environment where I can enhance my skills & knowledge while contributing to the achievement of organizational goals.
Overview
9
9
years of professional experience
Work History
IT Helpdesk and System Support
JSR Communication Pty Ltd
Pakenham, Victoria
01.2022 - Current
- Diagnosing and resolving technical issues through phone, email, and ticketing systems
- Installing and maintaining computer hardware, software, and other equipment to meet client requirements
- Guide users through step-by-step solutions, ensuring customer satisfaction
- Using remote support tools for troubleshooting issues on remote machines
- Escalate complex technical issues to Level 2 support or appropriate departments as required
- Strong understanding of network connectivity, TCP/IP protocols, and LAN/WAN configurations and Vlans
- Assisting users with Microsoft 365 account setup, password management, and account synchronization across devices
- Establishing Active Directory (AD) infrastructure, user management and administration
- Implementing Group Policy Objects (GPOs) as per company’s SLAs and ITIL framework
- Great understanding and implementation of dedicated file servers, allocating and delegating file system and shared folder access, mapping shared drives and printer management
- Proficient with server virtualization technologies, such as VMware or Hyper-V, and administration tasks such as creating virtual machines and managing virtual networks
- In-depth experience in cloud-based file sharing platforms, such as Microsoft SharePoint, Google Drive, OneDrive, or Dropbox, including user account management and access control.
ICT Support Engineer
NexIT Group Pty Ltd
Melbourne, Australia
10.2020 - 02.2021
- Induction and Training on IT helpdesk level 1 such as Establishing IT network infrastructure and ongoing maintenance
- Analyzing and identifying network issue and raising job tickets for clients and fixing it, also client SLAs and deliver technical support and advice to clients
- Contributing to reporting and reviewing client’s IT infrastructure and provide recommendation for improvements
- Working on KPI and SLAs
- Contribute to the enhancement of internal process and systems.
Service Team member - Casual
Lemnos Foodworks
Melbourne, Australia
02.2017 - 10.2020
- Provided customers with accurate and detailed information about the services, products, and usage guidelines
- Educated the customers to use the services and products effectively, providing tips and guidance for a better experience
- Maintained detailed records of customer interaction, including notes on issues, resolution and action taken
- Ensure compliance with legal and regulatory requirements related to customer interactions, data protection, and privacy.
Associate Network Engineer
Tirth Computers
Ahmedabad, India
07.2015 - 09.2016
- Troubleshot desktop hardware and software issues at Tirth Technologies
- Provided software updates and installations to enhance desktop performance
- Assisted with password resets and resolved login problems for desktop users
- Conducted regular desktop backups to safeguard Axiom Technologies' data
- Collaborated with IT teams to diagnose and resolve network connectivity issues
- Installed and maintained antivirus software to protect desktops at Axiom Technologies
- Managed hardware inventory and facilitated replacements as needed
- Documented support activities and created knowledge resources for future reference
- Resolved login and access issues for network users through Active Directory
- Served Office 365 users with account access, password resets, and basic troubleshooting.
Education
Professional Year -
Performance Education
03.2021
Master of Information Technology - Computer Networking
Charles Sturt University
06.2019
Bachelor of Technology (Computer Science Engineering) -
Pacific University
06.2015
Skills
- XHTML
- CSS
- C
- C
- SQL
- PHP
- MS Office
- Adobe Photoshop
- MYSQL
- WordPress
- Configuring ACLs, NAT
Attributes
- Customer Service
- Time Management
- Problem-Solving
- Attention to Details
- Self-Driven
- Adaptable
- Excellent Interpersonal & Communication Skills
- Team Player
- Tech-Savvy
- Fast-Paced Learner & Flexible
- Analytical thinking and patience
University Project
Radio Frequency Identification, Pacific University, Udaipur, 01/2015, 04/2015, To investigate the use of radio frequency identification methods for the operational efficiency of workplaces. Primary research area was the storage and capture of employee data upon entering and exiting the workplace., UID, TAG/PASS, Microcontrollers, Ethernet for media transmission, Sensor, screen, hardware based, My primary role was to create unique identifiers for individual employees, capturing their name and date of birth for data entry., My secondary role was to manage and build the processing controls between the ethernet network and physical sensors., The project successfully resulted in the enhancement of employee record capture via radio frequency identification. Employees were able to utilize their passes to sign in and out of the workplace. Workplace databases successfully captured the time, date and employee details from their pass swipe., The overall result for this project was second best with High Distinction.
Awards
- Permanent Resident/ No Sponsor Needed
- Full working rights (on Bridging Visa- Subclass 190)
- Victorian full driving License
- Working with Children check
- IBM- Information Technology Fundamentals Certificate
- IBM- Cybersecurity Fundamentals Certificate
- Internship completion certificate. (2021)
- Professional Year programmed by Performance Education (2021)
- Software development course by TOPS Technologies (2015)
Languages
English
Professional
References
References available upon request.
Timeline
IT Helpdesk and System Support
JSR Communication Pty Ltd
01.2022 - Current
ICT Support Engineer
NexIT Group Pty Ltd
10.2020 - 02.2021
Service Team member - Casual
Lemnos Foodworks
02.2017 - 10.2020
Associate Network Engineer
Tirth Computers
07.2015 - 09.2016
Professional Year -
Performance Education
Master of Information Technology - Computer Networking
Charles Sturt University
Bachelor of Technology (Computer Science Engineering) -
Pacific University
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