CV, IT Service Engineer Seeking Work In Europe

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Serial No: 48080

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Skills keywords: advanced computer literate, information technology, information technology skills, it technician

Short Bio:

PRINCE2 Foundation Certified in Project Management with over 4 years of experience in IT Service Industry.

Expert in IT service desk and trouble ticket related issues. Keen on learning new skills and implementing them in daily work.
Strong Customer Service and People management skills. Sound knowledge of ITIL Framework, processes and lifecycle.

Sound Knowledge and experience in Project Management for IT Service Industry. Keen interest in improving current and implementing new IT Service.

Current location:  Waikato, New Zealand - View on map

Nationality: Indian

Preferred Sector of Employment:  IT and Technology

Spoken languages: english, Hindi

Location I am interested in working: Anywhere

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.