Summary
Overview
Work History
Education
Skills
Certification
Software
Quote
Timeline
PROFESSIONAL MEMBERSHIPS
Personal Attributes
References
PROFESSIONAL MEMBERSHIPS
Personal Attributes
References
PROFESSIONAL MEMBERSHIPS
Personal Attributes
References
SalesAssociate
Akash Gopani

Akash Gopani

IT Support Engineer
Wellington,NZ

Summary

Leading organizational technology strategy. Adept and knowledgeable at installing and maintaining hardware, software and networking updates. Trains and oversees dedicated tech team to provide maintenance, troubleshooting and IT support. Drafts organizational policy to define standards for technology oversight and use.

Overview

5
5
years of professional experience
2
2
years of post-secondary education
2
2
Certificates

Work History

IT Support Engineer

Silverstripe Ltd
Wellington, NZ
05.2021 - Current
  • Work with ICT Project manager and COO to identify areas for improvement Internal business operations
  • Acts as System Owner on several key internal and external systems ensuring to information security policy, are well maintained and documented
  • Creating and maintaining documentation to support internal IT processes and support improvement of interconnected business processes that interrelate to internal IT processes.
  • Worked within applicable standards, policies and regulatory guidelines to promote information security.
  • Support BCP and Disaster Recovery preparedness
  • Managing Internal network infrastructure
  • Vendor management

Major Achievements:

  • Cost reduction by streamlining internal software services and better supplier relations
  • Successfully completed annual ISO2700k audit
  • Improved information asset ownership
  • Improved internet IT workflow for ticketing system

Quality Analyst

Concentrix
Wellington, NZ
09.2020 - 05.2021
  • Handling team of Technical Support Specialist
  • Service Design to meet SLA and improve customer satisfaction
  • Evaluate resolved issues to check quality and improve product service
  • Engage with client and engineers for system updates and business changes
  • Evaluate report from senior technical support specialists.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

Senior Technical Support Specialist

Concentrix
Wellington, NZ
06.2020 - 09.2020
  • Resolve escalated tickets.
  • Provide exceptions for customers when necessary, within client guidelines
  • Take complete ownership of customer issues and enquiries.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

Technical Support Specialist

Concentrix
Wellington, NZ
08.2019 - 06.2020
  • Diagnose customer's technical inquiries and respond to their IT support requests
  • Provide technical support via remote-access systems
  • Troubleshoot software issues and promote client support related products and services
  • Offer solutions that meet the needs of clients and maintain good working relationships with them
  • Provide account and password management as well as online service management support
  • Track and manage work records and compile job reports

IT Support Engineer

Contract
Auckland, NZ
02.2019 - 06.2019
  • Identify issues and suggest possible improvements to procedures
  • Diagnose and troubleshoot technical issues, including account setups and network configurations
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until their technical issue is resolved
  • provided support for the installation of Office 365 & G Suite.

Database Officer - Contract

KONE Corporation
Auckland , NZ
01.2019 - 02.2019
  • Gather service report from SAP DMS.
  • Identify potential service job for product certifications.
  • Build service report for technicians.

IT Support Technician

Aspire2 International
AUCKLAND, NZ
01.2018 - 01.2019
  • Resolve staff and student issues related to installation, configuration and ongoing usability of the system
  • Provide daily operations and systems support of IT infrastructure
  • Install and configure appropriate software and functions according to specifications
  • Perform troubleshooting to diagnose and resolve problems (repair or replacement of parts, debugging)
  • Maintain records/logs of repairs, fixes and maintenance schedules


Education

Diploma in System Administration Level 6 - Computer System Administration

Aspire2 International
Auckland, NZ
01.2018 - 12.2018

Diploma in Technical Support Level 5 - IT Support

Aspire2 International
Auckland, NZ
12.2016 - 09.2017

Skills

Asset Management

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Certification

ITIL® Service Operation Processes

Software

Google Workspace & Office 365 (AD, Sharepoint & Azure)

Atlassian Cloud: Jira & Confluence

SentinelOne (EDR tool)

Xero (Accounting)

Fresh Service (ITSM tool)

Slack, MS Teams, Google Meet, Zoom

API & Integration

LucidChart (information architecture diagram tool)

Quote

Business opportunities are like buses, there’s always another one coming.
Richard Branson

Timeline

IT Support Engineer

Silverstripe Ltd
05.2021 - Current

Quality Analyst

Concentrix
09.2020 - 05.2021

Training & Quality: Voice of the Customer

08-2020

Senior Technical Support Specialist

Concentrix
06.2020 - 09.2020

ITIL® Service Operation Processes

10-2019

Technical Support Specialist

Concentrix
08.2019 - 06.2020

IT Support Engineer

Contract
02.2019 - 06.2019

Database Officer - Contract

KONE Corporation
01.2019 - 02.2019

Diploma in System Administration Level 6 - Computer System Administration

Aspire2 International
01.2018 - 12.2018

IT Support Technician

Aspire2 International
01.2018 - 01.2019

Diploma in Technical Support Level 5 - IT Support

Aspire2 International
12.2016 - 09.2017

PROFESSIONAL MEMBERSHIPS

Associate Member of the organisation of IT Professionals (ITP) , New Zealand since 2017.

Personal Attributes

Akash expressed right from the first day great interest in topics provided around Information Technology... His intelligent and thoughtfully expressed questions and ideas contributed in a very positive way to the learning environment and discussions within the course. This encouraged a number of other students to become more actively involved with class activities and projects. It is certainly credit to Akash that this class performed exceptionally well over time. As a consequence, Akash had been asked to join a group of student representatives meeting a delegation from the New Zealand Qualifications Authority... as a recognition of his achievements, he had been ultimately selected to serve within our IT Internship Programme for our college... He is conscientious, well organized, and has an unparalleled work ethic... always doing a thorough and outstanding job.

Dieter Rass – Senior Lecturer – Aspire2 International, NZ

Akash is a hardworking and determined individual who strives hard to achieve the objectives set before him. Akash was able to understand very quickly the requirements of the project, and was able to complete this with very little supervision. Akash also showed high levels of initiative by offering solutions to any challenges he found in the data collection process. A good team player Akash also went beyond his initial assignment by providing additional IT and business support to his colleagues when he could see a need, which was greatly appreciated.

Alison Walker – Regional Controller NZ Region – KONE Elevators, NZ

References

Provided on request.

PROFESSIONAL MEMBERSHIPS

Associate Member of the organisation of IT Professionals (ITP) , New Zealand since 2017.

Personal Attributes

Akash expressed right from the first day great interest in topics provided around Information Technology... His intelligent and thoughtfully expressed questions and ideas contributed in a very positive way to the learning environment and discussions within the course. This encouraged a number of other students to become more actively involved with class activities and projects. It is certainly credit to Akash that this class performed exceptionally well over time. As a consequence, Akash had been asked to join a group of student representatives meeting a delegation from the New Zealand Qualifications Authority... as a recognition of his achievements, he had been ultimately selected to serve within our IT Internship Programme for our college... He is conscientious, well organized, and has an unparalleled work ethic... always doing a thorough and outstanding job.

Dieter Rass – Senior Lecturer – Aspire2 International, NZ

Akash is a hardworking and determined individual who strives hard to achieve the objectives set before him. Akash was able to understand very quickly the requirements of the project, and was able to complete this with very little supervision. Akash also showed high levels of initiative by offering solutions to any challenges he found in the data collection process. A good team player Akash also went beyond his initial assignment by providing additional IT and business support to his colleagues when he could see a need, which was greatly appreciated.

Alison Walker – Regional Controller NZ Region – KONE Elevators, NZ

References

Provided on request.

PROFESSIONAL MEMBERSHIPS

Associate Member of the organisation of IT Professionals (ITP) , New Zealand since 2017.

Personal Attributes

Akash expressed right from the first day great interest in topics provided around Information Technology... His intelligent and thoughtfully expressed questions and ideas contributed in a very positive way to the learning environment and discussions within the course. This encouraged a number of other students to become more actively involved with class activities and projects. It is certainly credit to Akash that this class performed exceptionally well over time. As a consequence, Akash had been asked to join a group of student representatives meeting a delegation from the New Zealand Qualifications Authority... as a recognition of his achievements, he had been ultimately selected to serve within our IT Internship Programme for our college... He is conscientious, well organized, and has an unparalleled work ethic... always doing a thorough and outstanding job.

Dieter Rass – Senior Lecturer – Aspire2 International, NZ

Akash is a hardworking and determined individual who strives hard to achieve the objectives set before him. Akash was able to understand very quickly the requirements of the project, and was able to complete this with very little supervision. Akash also showed high levels of initiative by offering solutions to any challenges he found in the data collection process. A good team player Akash also went beyond his initial assignment by providing additional IT and business support to his colleagues when he could see a need, which was greatly appreciated.

Alison Walker – Regional Controller NZ Region – KONE Elevators, NZ

References

Provided on request.

Akash GopaniIT Support Engineer