Bhagyesh Chokshi
Lower Hutt,WGN
Summary
Results-driven Support Engineer with extensive experience at Cyclone NZ, excelling in troubleshooting and customer support. Proven ability to manage complex IT environments and enhance service delivery through effective problem-solving and teamwork. Skilled in cloud computing and Active Directory, consistently achieving high customer satisfaction and efficient incident resolution.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Support Engineer
Cyclone NZ
Wellington, Wellington
05.2024 - Current
- Provided technical assistance to staff and students.
- Technical issues on laptops, desktops, and Chromebooks.
- Working on IT Level 1, 2, and 3 kinds of jobs.
- Addresses software installation and networking issues.
- Addressed IT-related problems for students and staff.
- Manages servers, Mac devices, and Windows systems.
• Troubleshoots. - Solves daily IT-related problems within the college.
Tools and technologies used: - Kamar: likely used for student management and administration.
- Remote desktop servers are used for remote access and support.
- Azure: Microsoft's cloud platform for various services.
- Office 365: a suite of productivity tools (e.g., Word, Excel, Outlook) in the cloud.
- Adobe: probably for creative software (e.g., Photoshop, Illustrator).
- Active Directory: centralized user and device management.
- Google Admin Console: manages Google Workspace (formerly G Suite) settings.
- Papercut: Print management and cost control solution.
- SharePoint is a collaborative platform for document management.
- Group Policy Objects (GPO): used to configure settings for school programs.
- Scripting: creating custom scripts for automation.
- MDT (Microsoft Deployment Toolkit): reimaging laptops efficiently.
- Chromebooks and iPads: troubleshooting issues related to these devices.
- PowerShell: Use PowerShell to create a script.
Field Services Engineer
Norrcom Ltd
Wellington, Wellington
09.2023 - 04.2024
- Diagnosed and resolved issues across levels 1, 2, and 3 within SLA time limits.
- Managed ICT environments across design, implementation, and support phases.
- Installed, configured, and upgraded workstations, servers, and relevant hardware/software.
- Investigated and diagnosed system hardware, software, and infrastructure issues.
- Facilitated project development and escalations for efficient resolution.
- Coordinated with vendors regarding warranty repairs or replacement parts orders.
- Repaired and calibrated systems and equipment post-installation.
- Responded promptly to customer inquiries via telephone or email communication.
- Travelled to designated area on short notice to support contractors by working weekends and overtime.
- Repaired defectives units using manuals and tools.
Field Engineer
Datacom
Wellington, Wellington
09.2022 - 08.2023
- Delivered on-site support to diverse clients across various locations.
- Managed lifecycle of PCs, laptops, thin clients, printers, mobiles, and tablets.
- Resolved technical issues efficiently.
- Ensured stable and reliable network connections for clients.
- Provided Windows desktop and server support, maintaining system functionality.
- Maintained strong connections with internal and external partners.
- Consistently introduced innovative methods to enhance workplace processes and efficiency.
- Provided technical support and training to clients and team members.
- Provided positive customer support training experience upon project completion.
Service Desk Analyst
Fujitsu
Wellington, Wellington
05.2021 - 08.2022
- Deliver outstanding customer support consistently.
- Identified and logged incidents following Service Desk Script.
- Delivered 1st and 2nd level assistance to address service requests and incidents.
- Applied knowledge base resources, documented procedures, and scripted inquiries to address issues promptly.
- Escalated incidents to second-level resolver groups when necessary.
- Maintained regular communication with end-users to align expectations and requirements.
- Achieved Customer Contractual Service Level Targets for incidents and service requests.
- Completed tasks assigned by Team Leader.
- Enhanced resolution efficiency of escalated incidents by fostering collaboration with third-party vendors and Resolver Groups.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Operated a variety of machinery and tools safely and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Service Desk Analyst
Spark New Zealand
, Wellington
04.2020 - 04.2021
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Provided telephone support to staff members who require assistance with their computers or network connections.
- Responded promptly to customer emails regarding any IT related queries.
- Assisted users with installation of new applications or software updates as needed.
- Investigated system errors using event viewer logs and other troubleshooting techniques.
- Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Recorded and escalated critical incidents, including Severity 1 and 2 issues, for the Department of Corrections.
Education
Diploma - Business Management
NZIM
04.2013
Skills
- Cloud Computing
- Analytical skills
- Service Desk
- Troubleshooting
- Customer support
- Information Technology
- Management
- Customer experience
- Career Path Planning
- Windows Server
- Technical support
- Network troubleshooting
- Software installation
- Server management
- Remote desktop
- Customer service
- Active Directory
- Incident management
- Problem solving
- Time management
- Teamwork and collaboration
- LAN/WAN
- Adobe creative cloud
- Hardware configuration
- Mobile device management
Certification
- IT Service Desk Careers and Certifications – LinkedIn
- Windows Server 2022: Implementing Group Policy - LinkedIn
- Learning Excel: Data Analysis – LinkedIn
- Prepare for the Microsoft Azure Fundamentals (AZ-900) Certification - LinkedIn
References
References available upon request.
Timeline
Support Engineer
Cyclone NZ
05.2024 - Current
Field Services Engineer
Norrcom Ltd
09.2023 - 04.2024
Field Engineer
Datacom
09.2022 - 08.2023
Service Desk Analyst
Fujitsu
05.2021 - 08.2022
Service Desk Analyst
Spark New Zealand
04.2020 - 04.2021
Diploma - Business Management
NZIM
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