OBJECTIVE
Seeking a challenging Graduate level role as an IT Assistant, where strong qualifications coupled with a solution-oriented approach and a successful background in managing a busy service desk and providing network / application support across a wide range of platforms can be utilised.
CAREER HISTORY
Jan 2015 – Present
Wintec, Hamilton, New Zealand
IT Service Desk Agent
Responsibilities:
Provide technical support to students and staff in relation to a wide range of issues, including face to face, over the phone, on-site and remote application support
Troubleshoot system and network problems, diagnose and solve hardware or software faults
Analyse user problems and make suggestions for prevention of future issues
Complete incident and service request registration, as well as dispatch and track consumables and spare parts
Ensure strong time management skills, prioritising multiple jobs and being a collaborative team members
Configure and manage student outlook email, staff outlook, Lync and corporate accounts
Manage SharePoint, Cloud and Wireless Network issues and also create and manage trouble tickets and emails
Participate in diverse IT projects as required
Major Achievements:
Significantly contributed to completing a special project which improved the Customer Service approach for casual staff at Wintec’s ITS Service Desk.
Developed a professional and structured resolution procedure for managing different kinds of customers and maintaining service quality.
This has improved customer satisfaction ratings and reduced complaints by 60%.
Often receives customer and managerial commendations for providing a consistently high standard of support and service.
Feb 2015 – Present
Aspire® Community Support, Hamilton
IT Support Person (Volunteer Role)
Responsibilities:
Investigate, diagnose and resolve problems relating to hardware and applications installed on the system, including desktop and smartphone applications
Provide a high standard of support to members of this community, including onsite assistance
Install and configure computer hardware operating systems and applications
Major Achievements:
Developed a very positive rapport with clients and received numerous positive feedback for the high standard of support
2013 – 2014
Barclays Bank (Via Serco), Mumbai, India
Senior Customer Service Agent
Responsibilities:
Provide assistance for mobile, personal and Internet banking related issues for UK based customers.
Display and asses a high level of customer satisfaction with retention
Sell new and existing key products and services as well as the latest technology that meet the customer’s individual needs
Major Achievements:
Recognised as one of the Top Performers across the skillset, maintaining solution focused customer service and call quality
Established and maintained strong quality relationships with business customers and gained their trust and respect
2008 – 2010
Three (Hutchison 3G UK Ltd), Mumbai, India
Commenced as a Technical Support Advisor. Within the first six months, cross-skilled to serve as a Network Support Agent
In 2009, promoted to the role of Senior Technical Support Advisor
Responsibilities:
Resolve internet and connectivity related issues on handsets and desktop computers for UK based customers
Remove Trojan and viruses, handle unresolved network issues, create and assign tickets to the relevant departments and teams
Liaise with Network Site Engineers to identify opportunities for improving service delivery for customers
Major Achievements:
Received very positive performance management reviews on an ongoing basis. Top Stack Ranking for two quarters in 2010 on ConfirmIT® (Customer Satisfaction Survey, UK)
QUALIFICATIONS AND PROFESSIONAL DEVELOPMENT
Graduate Diploma in Information Technology – WINTEC, Hamilton, NZ (2015)
Specialist papers completed include:
Advanced Multimedia
Advanced Networking
Data Communications
Introduction to Databases
Management of Information Systems
Multimedia for the Web
Project Management (PRINCE2)
Special Topic: Current Developments in IT
Systems Analysis and Design
MAJOR ACHIEVEMENTS
Awarded a number of high level grades including two A++ marks.
PRINCE2 Foundation Certification (License No. GR633020678UR)
Bachelor of Computer Science
University of Mumbai, India (2013)
COMPUTER SKILLS
CRM: PeopleSoft
General Business Applications: MS Office (2007, 2010, 365)
Graphics: Adobe Flash and Photoshop, Blender 3D Animation
Network Applications: MS SharePoint, MS Lync, MS Exchange, Active Directory, CITRIX(XenApp, XenDesktop), LogMeIn® (Remote Desktop Application), LAN, DHCP, Network Switching
Process Modelling: Structured System Analysis and Design, ITIL Processes, Lifecycle and Framework
Operating Systems: Windows (XP, Vista, 7, 8, 8.1, 10), MAC OS-X
Server (2003, 2008)
Reporting Tools: Zendesk, TTMS (Trouble Ticket Management System)
INTERESTS
Interests include travel, playing the flute, socialising with friends and meeting new people.
