Customer Service Technical Support

PERSONAL STATEMENT

I am a committed and highly motivated IT professional with a wide range of IT technical support and customer service skills who is determined to achieve best customer satisfaction within a progressive organisation. I hold a recent Post Graduate degree in Information Technology from University of Technology Sydney (UTS) with outstanding achievement and also hold some IT industry certifications. Having the required background, possessing a proven track record and experience of providing IT customer service. A great team player; always ready to go extra miles and equally capable to work using own initiative to achieve business objectives. My strong customer focus, innovative problem solving and analytical skills acquired from working within the ICT field for the past three years makes me ideally suited for a promising role in a challenging environment. Currently looking for a suitable fulltime/contract IT/Desktop/Helpdesk support role within ICT industry where there is a strong potential for further career advancement. I have full NSW driver’s license and own a private car. I am ready to start immediately.

My LinkedIn profile Link is outlined below:

https://www.linkedin.com/profile/preview?locale=en_US&trk=prof-0-sb-preview-primary-button

PROFESSIONAL EXPERIENCES

Star Entertainment Group Pty Ltd. Location: Pyrmont, Sydney, Australia.

IT Service Desk Analyst Corporate February 2016 – August 2016

Star Entertainment Group is Australia’s one of the largest Casino and entertainment organization which has a large in house IT department comprising various IT resolver group. I was working as a member of 10 IT Service desk analysts, providing support to over 9500 corporate employees including some third party vendors. Responsibilities were assigned according to the job category, role and to the appropriate PMO using Service Now ticket management system. I resolved almost 2200 Incidents and Requests in my career at the Star. Moreover, I developed a vast amount of customer focused technical awareness enabling me to apply this knowledge to any given business in question. My time in Service desk at the Star Entertainment group has given me the opportunity to develop my skills listed below. I provided level 1 technical support remotely over the phone or using Microsoft Windows remote assistance and Remote Desktop Protocol(RDP) in Microsoft Windows 7 Enterprise environment. Some of the technologies that I worked with and provided support to users are outlined below:

Microsoft Active Directory in Windows server 2012, Exchange Admin Centre in Exchange 2013.

Microsoft Outlook/Outlook web app in Office 365, Microsoft office 2013 suite, Adobe PDF suite.

Mobile devices i.e. iPhone, iPad, Sahara tablet and Android devices.

Various hospitality application systems. i.e. Oracle e-business suit, Opera, Simphony etc.

Network connectivity (LAN & Wi-Fi), Pulse secure VPN client software and Web browser issues.

Dell WYSE terminal (thin client), Citrix Director and VMWare VSphere client.

Sharp Enterprise grade printer, card printer.

Ensure customer service delivery in a timely and efficient manner by maintaining corporate SLA.

Maintain a high level of product knowledge and update corporate documentation as required.

Meridian IT Australia Pty Ltd. Location: Macquarie Park, NSW, Australia.

Level 1 IT Technical Support Engineer June 2015 – December 2015

Meridian IT is a multi-national and comprehensive cloud managed services, infrastructure solutions and data management service provider comprising a large IT department. I was working within a team of 6 IT Technical support engineer supporting over 10000 onsite and offsite users around Australia. Responsibilities and ticket management were shared equally using Manage Engine MSP Help Desk Ticket system, among other colleagues on a weekly rotating system consisting of managing the call queue, allocating and escalating tickets to level 1, 2 and 3 engineers as well as to some 3rd parties. Furthermore, working and liaising with Level 2/3 engineers exposed me to the level of work and service that they execute. I provided 1st level support remotely to end user over the phone or using Microsoft RDP, LogMeIn and mRemote support tools in Windows 7/8 Enterprise environments. Some technologies that I worked with and provided support to users include:

Microsoft Office (2010 & 2013)/Office 365, Active Directory using Windows server 2008/2012.

Desktop/Laptop hardware, printer and fax related issues in a LAN environment.

Networking issues (LAN & Wi-Fi), IP telephony(Avaya).

Adobe suite and various business applications. i.e. DOSPRN, GT mail plus and CSL AVMS.

Various VPN client softwares i.e. Forticlient, Juniper network connect, Sophos SSL VPN and Windows 8.1 VPN client.

Microsoft Outlook, Outlook web app in Office 365, Exchange Admin Centre in Exchange 2013.

Sophos UTM9 (Unified Treatment Management) firewall system and Sophos cloud.

Resolve 70% of user’s technical problems at the first point of contact where possible.

Maintain a consistent customer focus by ensuring that customer service delivery is timely, effective, satisfactory and that it meets both the customers’ need and service level standards.

Doyel IT Solutions Pty Ltd. Location: Wiley Park, NSW, Australia.

IT Support Technician September 2012 – May 2015

Doyel IT Solutions is a small IT service provider which provides onsite IT support to clients of small business and residential clients comprising 3 employees. I was working Part time whilst studying. The job role gave me the opportunity to develop some IT skills and also touching on working with Windows based operating systems, hardware/software issues and Wi-Fi/ LAN issues. Some of the primary activities at Doyel IT Solutions included:

Building custom PC and setup computer system according to the client’s need, installing /configuring application/ Antivirus software, performing spyware/virus removal.

Provide user support to Microsoft Windows/internet related issues, email, internet service installation, data recovery, desktop/laptop repair/upgrade and mobile device support.

Installation of Wi-Fi/LAN (ADSL/Cable) networking for small business and residential user, setup new workstation, re-imaging computer, set up phone, printer etc.

ACADEMIC QUALIFICATION

Graduate Diploma in Information Technology, University of Technology Sydney (UTS), 2015.

Grade Achieved: Distinction with average 82.5% marks

Topics: Data and Telecommunication Networks using Cisco devices/Cloud computing/Unix Systems Administration/Shell & Perl scripting/Cisco VOIP/Network Security/VM Ware.

Bachelor of Information Technology, Central Queensland University Sydney (CQU), 2010.

Grade Achieved: Distinction with average 80% marks

Topics: Networks/Computer Hardware/Database use & Design/Systems Analysis & Design/ C++/ HTML/ Software Development & Implementation/ Operating Systems/Information Security.

IT INDUSTRY CERTIFICATION

CompTIA A+.

Topics: Desktop/Laptop Hardware/Software, Printers, Scanner, System Security.

Cisco Certified Network Associate (CCNA-Routing and Switching).

Cisco Certified Network Associate Voice (CCNA-Voice).

Linux Professional Institute Certification (LPIC-1).

70-685 Microsoft Windows 7, Enterprise Desktop Support Technician.

Currently studying towards MCSA Windows server 2012.

KEY TECHNICAL SKILLS

Operating Systems: Microsoft Windows (XP/Vista/7/8.1/10), Linux (Red hat Fedora, CentOS, Ubuntu), OSX, iOS, Cisco IOS, Android.

Computer Hardware: Desktop/Laptop peripheral, printers and scanner.

Server OS: Windows Server 2008 R2 / 2012 R2.

Virtualization Technologies: VMware vSphere ESXi Hypervisor, Oracle VirtualBox.

Microsoft: Active Directory, Office 365, 2010/2013, SharePoint.

Mobile devices: iPhone, IPad, Android devices, Sahara tablet.

Mail Systems: Microsoft Exchange admin center 2013, Office 365, Outlook, Mozilla Thunderbird.

Thin Computing: Terminal Services, Dell WYSE terminal, Remote Desktop Services.

Web Servers: Apache Linux Based Web Server.

Back up Technologies: Symantec Backup exec, Shadow Protect.

IP Telephony: POE Switching, Cisco, Linksys, Avaya IP Telephony.

Networking Technologies: Cisco Routers/Switches, Cisco VOIP Integrated service router, LAN/WAN, ADSL, Cable, Cisco Linksys, VLANs, Lync/Skype, TCP/IP, Mobile IP, Wireless, Remote Desktop, LogMeIn, mRemote, Teamviewer, residential grade modem/routers (i.e. Netgear, Netcomm, Dlink, TPlink). HP procurve switch.

Network monitoring tools: Wireshark, Syslog, Angry IP Scanner.

Security Technologies: Cisco Network Access Control, Symantec, Trend Micro, AVG, Kaspersky, RSA access, McAfee, Sophos UTM firewall.

SOE: Desktop / Laptop Builds & Deployment.

Cloud Computing: IaaS, PaaS, SaaS.

Programming knowledge: Object oriented programming C++, HTML, Shell/ Perl scripting.

VPN Technologies: FortiClient, Sophos SSL VPN, Cisco VPN, Juniper Network Connect.

Telecommunication technologies: GSM, GPRS, EDGE, 3G, 4G (LTE).

STRENGTHS AND COMPETENCIES

Excellent verbal and written communication skills in English.

Ability to meet deadlines, prioritize, multi-task, and cope well with frequent change.

Superb telephone etiquette and Presentation skills (Descriptive and pictorial).

Advanced negotiation skills, customer-focused and partnership centric.

Attention to detail and dedicated consistency towards job objective.

REFEREES

Will be made available upon request.

Contact this candidate