Summary
Overview
Work History
Education
Skills
Visatype
Timeline
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AAKASH AULAKH

Christchurch,New Zealand

Summary

Skilled IT professional with a proven track record at IT Evolution Ltd, adept in Microsoft O365 and demonstrating exceptional problem-solving abilities. Excelled in enhancing system efficiency and user satisfaction, achieving a 90% customer satisfaction rate. Renowned for decisive actions and a strong desire to learn, consistently delivering results under pressure.

Overview

13
13
years of professional experience

Work History

IT Service Desk Consultant

IT Evolution Ltd
Christchurch
06.2023 - Current
  • Receives and handles requests for service, following agreed procedures on Atera RMM Software
  • Administration and development of Microsoft Endpoint Manager (Intune), Jamf Pro and Workspace ONE endpoint management platforms, together with support and maintenance of existing Active Directory environments
  • Installing, configuring, and maintaining computer systems, software, and peripherals to ensure optimal performance and security
  • Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices
  • Managing user accounts and access permissions, ensuring data security and compliance with company policies
  • Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions
  • Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency
  • Monitoring and maintaining IT inventory, including hardware and software licenses, and assisting with procurement as needed
  • Apple device management through Jamf (Apple MDM) Software
  • Samsung Knox Admin portal for Android Device management
  • Microsoft O365, Exchange Admin, Endpoint Security, Azure, Sharepoint Site management
  • Managing Windows 2016 servers for different clients
  • Patch search and Deploy management through Atera RMM
  • Staying updated with the latest technology trends and advancements in IT support, continuously enhancing technical skills and knowledge

IT Support Consultant

Axiom Technologies (Otis NZ)
Christchurch
02.2022 - 06.2023
  • Receives and handles requests for service, following agreed procedures on ServiceNow
  • Onsite Support for technical assistance
  • Building productive relationships across a variety of clients and suppliers
  • Logs incidents and service requests and maintains relevant records
  • Building and supporting end-user devices(PCs, laptops, software, systems, networks, printers and mobiles)
  • Monitoring and maintaining computer systems and networks
  • Responding in a timely manner to service issues and requests
  • Providing technical support across the company (in person or over the phone)
  • Repairing and replacing equipment as necessary
  • Assist with smooth transition of any projects and alignment
  • Managing Microsoft O365 Admin Tasks: Adding New Users, Deleting Users
  • Follow standard procedures for proper escalation of unresolved issues

IT Support Engineer

Chartered Accountants ANZ
Wellington
09.2021 - 02.2022
  • Receives and handles requests for service, following agreed procedures on RemedyForce
  • Promptly allocates calls as appropriate
  • Logs incidents and service requests and maintains relevant records
  • Identifies and classifies incident types and service interruptions
  • Records incidents cataloguing them by symptom and resolution
  • Installing and configuring computer hardware, software, systems, networks, printers and scanners
  • Monitoring and maintaining computer systems and networks
  • Responding in a timely manner to service issues and requests
  • Providing technical support across the company (in person or over the phone)
  • Setting up accounts for new users
  • Repairing and replacing equipment as necessary
  • Testing new technology
  • Possibly training more junior staff members
  • Managing Microsoft O365 Admin Tasks: Adding New Users, Deleting Users
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Computer Engineer

Remarkit Solutions
Wellington
09.2020 - 08.2021
  • Perform periodic hardware analysis of computer hardware and software using available technology and testing tools
  • Respond to all computer-related issues and provide technical support to all staff members
  • Imaged, configured, and installed desktop PC's and laptops
  • Installed desktop and laptop computers at multiple sites
  • Provided desktop support for Tier-1 and Tier-2 IT issues
  • Provided desktop tech support after the upgrade
  • Installed, configured, and troubleshoot PC's, tablets, peripherals, printers, and other applications

Junior Service Desk Analyst

Whitiriea Polytechnic College
Porirua
06.2016 - 11.2018
  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Maintaining an Asset Database and track changes
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile Phone, Laptops, PCs and Printers
  • Troubleshoot basic network issues such as ADSL broadband issues
  • Escalate unresolved calls to the infrastructure support team
  • Log all calls in the Service Desk Call Logging system (SCSM)
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Provide stats for the weekly Service Desk report on call trends
  • Basic Active Directory knowledge
  • Creating user accounts, reset passwords, create groups etc

Service Desk Analyst

Kochar Infotech Ltd.
India
11.2011 - 10.2013
  • Used Remedy and VFire call tracking systems to log, track and manage Incidents and Service Requests
  • Employed experience and training to troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as Timbuktu Pro and Bomgar
  • Develops and maintains OS builds for embedded POS systems in the retail store environment; packages and schedules these for SCCM deployment
  • Imaged the current workstations with Windows XP and Windows 7 using System Center Configuration Manager (SCCM) on approved devices
  • Utilized remote assistance and remote desktop using Windows XP to resolve issues
  • Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate
  • Administered and supported remote access, as well as administered and supported RSA SecurID access issues
  • Performed password administration and access support for Active Directory, PeopleSoft and a number of internal/proprietary systems and applications
  • Assisted 7 different clients in resolving technology-related problems such as software, hardware, mobile devices, and internet connectivity
  • Worked in a self-motivated environment with frequent changes in policies and procedures
  • Applied critical thinking to solve problems that did not have documentation
  • Provided daily callbacks to customers to ensure that issues were resolved or escalated
  • Dealing with service requests
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Troubleshooting general issues for MS Outlook
  • Recording the model number of each installed hardware component and forwarding the details to the administrative authorities

Education

P.G. Diploma - Information Technology

Whitiriea Polytech
Wellington
02.2018

Bachelor’s - Computer Science & Engineering

G.N.D.U University
India
12.2011

Skills

  • Microsoft O365
  • Microsoft Defender
  • Knox Manage Admin Portal
  • Sharepoint Admin Center
  • Endpoint manager
  • Atera RMM
  • Jamf
  • Apple Scripts
  • Networking Lan/WAN
  • Exchange Server
  • O365 Shared mailbox
  • User deletion creation
  • Resetting password
  • RemedyForce Service Desk
  • Active Directory User-Management
  • Windows Server 2012-2016
  • VMware
  • VirtualBox VM
  • Knowledge of SCCM
  • Service and supply support
  • Problem Solving
  • Self-motivated
  • Strong desire to learn
  • Quick learner
  • Take initiatives
  • Decisive
  • Action-orientated
  • Results-focused
  • Customer focused-service
  • Customer service experience
  • Ability to consistently perform under pressure
  • Manage multiple priorities
  • Gives attention to detail
  • Commitment to deadlines
  • Confident
  • Patient
  • Good communication skills
  • Problem-solving
  • Client requirements assessment
  • Analysis & evaluation

Visatype

Permanent Residency (New Zealand)

Timeline

IT Service Desk Consultant

IT Evolution Ltd
06.2023 - Current

IT Support Consultant

Axiom Technologies (Otis NZ)
02.2022 - 06.2023

IT Support Engineer

Chartered Accountants ANZ
09.2021 - 02.2022

Computer Engineer

Remarkit Solutions
09.2020 - 08.2021

Junior Service Desk Analyst

Whitiriea Polytechnic College
06.2016 - 11.2018

Service Desk Analyst

Kochar Infotech Ltd.
11.2011 - 10.2013

P.G. Diploma - Information Technology

Whitiriea Polytech

Bachelor’s - Computer Science & Engineering

G.N.D.U University

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AAKASH AULAKH