UTKARSH UTKARSH
IT Expert
Glen Huntly,Victoria
Summary
Dedicated and customer-oriented Level 1 IT Support professional with a proven track record of delivering effective technical assistance. Seeking a challenging position for leveraging skills in troubleshooting, problem resolution, and customer service in a dynamic IT environment. The technical expertise includes proficiency in Networking, Vmware, Database Management, Server Management, SQL, Java, Python, C#, C++, and R, as well as experience in Power BI, Tableau, Excel, and Rapid Miner for predictive analysis. Passionate about leveraging technical and analytical skills to deliver valuable insights and solutions to clients in the IT and business domains.
Dedicated and customer-focused Level 1 IT Support professional with a proven track record of delivering high-quality technical assistance and solutions. Possessing a strong foundation in troubleshooting and problem resolution, Adept at addressing a wide range of hardware and software issues. With a comprehensive understanding of IT infrastructure and networking principles, excel in diagnosing and resolving technical issues to ensure seamless functionality. Excellent communication skills allow to interact effectively with end-users, translating technical jargon into understandable terms. Committed to providing timely and efficient support, fostering positive relationships with users while maintaining a high level of professionalism. Proficient in utilizing various support tools and methodologies, consistently strive to stay updated on emerging technologies to enhance troubleshooting capabilities. As a Level 1 IT Support professional, I am adept at escalating complex issues to higher-level technicians when necessary, ensuring timely and accurate problem resolution. Proactive approach to problem-solving, coupled with a strong commitment to customer satisfaction, distinguishes myself as a reliable and asset within the IT support team.
Confident Computer Technician with expertise in help desk environments, assisting both employees and customers with technical issues. Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
1
1
Certification
Work History
ICT Logistics Support (Level 1)
Couriers Please
03.2023 - 12.2023
- Improved system efficiency by performing routine maintenance and repairs on computer hardware and software.
- Increased uptime for critical systems by implementing effective preventive maintenance schedules.
- Assisted in implementation of new technology solutions, contributing to improved business processes.
- Conducted training sessions for end-users on proper usage of systems and applications, increasing overall productivity levels.
- Supported network infrastructure by performing installations, configurations, and basic troubleshooting tasks.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Responded promptly to service requests from users, prioritizing tasks based on severity and impact.
- Managed approximately 50 incoming calls, emails per day from customers
ICT Logistics Support (Level 1)
FedEx (TNT)
04.2022 - 02.2023
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Enhanced team productivity by collaborating on troubleshooting processes and sharing knowledge with colleagues.
- Reduced response time for support tickets with effective prioritization and efficient workflow management.
- Maintained high-quality service, consistently meeting or exceeding performance metrics in fast-paced environment.
- Streamlined communication between customers and internal teams, ensuring accurate information was shared to resolve issues quickly.
- Provided clear and concise documentation of customer interactions, maintaining detailed records for future reference.
- Contributed to continuous improvement of support processes by providing feedback and suggesting process enhancements.
- Increased first-call resolution rates through thorough problem analysis and tailored solutions to customer needs.
- Facilitated user training sessions, empowering customers with knowledge needed to effectively utilize products and services.
- Collaborated with cross-functional teams to identify root causes of recurring problems and develop long-term solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained response times to support business continuity.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assisted in development of system security protocols.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
Data Analyst
Sopra Steria (India) - Airbus Division
02.2018 - 12.2018
- Enhanced business efficiency by identifying trends and patterns in complex datasets.
- Streamlined data processing for faster results by implementing advanced analytics tools.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Developed custom algorithms to optimize data mining, increasing effectiveness of analytical insights.
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Implemented robust quality control measures to minimize errors and improve reliability of analytical outputs.
- Reduced operating costs by automating manual data processes using scripting languages such as Python or R.
- Resolved complex business challenges by leveraging statistical modeling techniques and machine learning algorithms.
- Optimized company resources allocation with detailed forecasting models based on historical data analysis.
- Managed large-scale databases to ensure timely access to critical information for key stakeholders.
- Conducted thorough competitor analyses, identifying gaps in market share and opportunities for growth.
- Designed custom tracking systems to monitor KPIs, ensuring alignment with organizational goals and objectives.
- Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Utilized data visualization tools to effectively communicate business insights.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Tested data prediction algorithms based on historical data.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Identified patterns and trends in large data sets and provided actionable insights.
- Provided technical support for troubleshooting analytics and reporting issues.
- Utilized data visualization techniques to present and explain complex data sets.
- Assisted with creating data cubes and OLAP models to improve data analysis.
Education
Master of Science - Information Technology
Deakin University
Burwood, VIC12.2021
Bachelor of Computer Science Engineering - Information Technology
B.I.T'S
India06.2018
Skills
- Project Management
- Digital Marketing Analytics
- Social Integration
- Communication
- Problem-Solving
- SQL
- Java
- Python
- C#
- C
- R
- Windows Server
- Linux
- MacOS
- TCP/IP
- DNS
- DHCP
- VLANs
- VPN
- HTML
- Firewall administration
- Antivirus solutions
- Problem Diagnosis
- System Maintenance
- Software Installation
- Virus Removal
- Helpdesk Support
- Network Configuration
- Ticket Management
- Printer support
- Critical thinking
- Attention to detail
- Team collaboration
- Customer service
- Operating system knowledge
- Remote assistance
- Inventory management
- Time management
- Active listening
- Technical troubleshooting
- Device setup
- Desktop Technical Support
- Help Desk Operations
- Debugging
- Data Recovery
- Software Configuration
- System Optimization
- Analytical Skills
- Database Management
- Software Upgrades
- Issue and Resolution Tracking
- Multitasking Abilities
Certification
- ITIL Foundation and ITIL Practitioner
- Corporate Training on Soft Skills
- Social Marketing on Big Data Hadoop Platform
Availability
Open to opportunities on all days.
Attributes
- Excellent Communication Skills: Proficient in conveying complex technical information.
- Highly Motivated: Demonstrated a strong drive to excel in both individual and team settings.
- Team Player: Collaborated effectively with cross-functional teams.
- Strong Customer Handling: Provided excellent service to clients.
- Honest and Positive Attitude: Maintained a positive work ethic and integrity.
References
- Rui Wang (Associate Professor), Deakin University, rui.wang@deakin.edu.au, 0352479373
- Mohamed Reda Bouadjenek (Lecturer, Applied Artificial Intelligence), Deakin University, reda.bouadjenek@deakin.edu.au, 0352278380
Projects
Learning English as a Second Language with Xr, Melbourne, Deakin, Developed a binary classification model to predict American or non-American accents in spoken language, using 330 sets of MFCC datasets. Space Capability Analysis, Improved data analysis and visualization to understand space research capabilities of nations over time., Illustrative analysis, visualization, forecasts, web development, Python, NLP, Tableau, MS Teams, Trello board Using IoT in Medical Services (Indian Project), Developed a solution for continuous health monitoring using IoT and wearable devices., temperature, pressure, humidity, heartbeat, blood glucose, Transmitted data to healthcare providers and family members in real-time.
Languages
english
Full Professional
Hindi
Native or Bilingual
Timeline
ICT Logistics Support (Level 1)
Couriers Please
03.2023 - 12.2023
ICT Logistics Support (Level 1)
FedEx (TNT)
04.2022 - 02.2023
Data Analyst
Sopra Steria (India) - Airbus Division
02.2018 - 12.2018
Master of Science - Information Technology
Deakin University
Bachelor of Computer Science Engineering - Information Technology
B.I.T'S
- ITIL Foundation and ITIL Practitioner
- Corporate Training on Soft Skills
- Social Marketing on Big Data Hadoop Platform
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