Dushyant Ramani
Auckland,New Zealand
Summary
IT support specialist dedicated to optimizing systems performance and user support. Proficient in troubleshooting complex issues across various platforms, enhancing customer satisfaction through effective communication and proactive problem resolution.
Overview
15
15
years of professional experience
Work History
IT Support Engineer
AK Smart Solution Limited - Auckland
08.2023 - Current
- Resolved user inquiries through ticketing system, achieving timely responses and improving user satisfaction.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Provided technical support for hardware and software issues across multiple platforms.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Monitored network performance, identifying and addressing potential security threats to maintain system integrity.
- Collaborated with IT team to implement system upgrades and maintenance schedules.
- Trained end-users on software applications and best practices for troubleshooting.
- Conducted routine system checks to ensure optimal functionality of IT infrastructure.
- Created technical documentation for procedures and user guides, enhancing accessibility of support resources.
- Developed and maintained user accounts, permissions, and access rights.
- Configured routers and switches according to organizational specifications.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Monitored server performance metrics to identify areas of improvement or optimization.
- Resolved escalated customer service requests to ensure successful resolution of customer complaints.
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
Onsite Support Technician
Assa Abloy NZ
Auckland, New Zealand
05.2021 - 07.2023
- Administered Active Directory and SharePoint environments to ensure seamless user access and collaboration
- Deliver technical support for Virtual Private Network (VPN) connectivity
- Monitored and maintained computer systems and networks for optimal performance and reliability
- Do the deployment and management through SCCM
- Managed adds/moves/changes for employee active directory
- Facilitate Citrix support for AX applications
- Monitor calls in online Service Desk System and respond /resolve to calls
- Imaging desktop and laptop and rolling out with relevant user
- Maintain Dell Hardware cycle, replacement and new purchases for NZ Business
- Oversaw IT asset database records management to support accurate inventory tracking and resource allocation
- Resolved 95% of Lv2 and Lv3 issues within agreed SLA timeframe
- Successfully delivered new upgrade device across the organization within budget and deadline
- Reduced mobile bills spend by 20% via vendor selection and term negotiation
- A global leader in access solutions.
Data/Telecom Technician (Chorus Network)
Fortuner Technology Limited
Gisborne
02.2017 - 02.2022
- Scope, design and understand Chorus & other underground services plans
- Structured Voice and Data Cabling into Single dwelling units and Multi-dwelling units
- Complete all paperwork and documents related to work
- Strong Customer Service.
- A technology company specializing in telecommunications.
Help Desk Support (Lv1 and Lv2)
Reliance Industries
India, India
01.2011 - 01.2015
- Provide Support on Microsoft Office 365, windows server, Active Directory, and desktop operating system.
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners
- Monitoring and maintaining computer systems and network
- Possibly training more junior staff members
- Quality workmanship and excellent communication skills
- Responsible for customer communication
- A multinational conglomerate company.
Education
Learning - Cloud Computing
A Cloud Guru
09-2022
Diploma - Computing Level- 7
ICL Business School
Auckland, New Zealand02-2016
Diploma - Computer Engineering
Darshan University
Gujarat, India04-2013
Skills
- Knowledge of Windows OS
- Basic knowledge of Microsoft Azure
- Experience with MS Office 365
- Experience of Window Server
- Hand-on Experience of Veeam backup
- Experience with AD and Azure AD
- Good communications skills
- Strong problem-solving skill
- Knowledge of DNS and Subnet
- Always ready for learn new things
- Hardware troubleshooting
- Network monitoring
- Active Directory management
- VPN support
- Customer relationship management
- IT asset management
- Systems integration
- Documentation creation
- VoIP support
- User training
Languages
- English
- Hindi
- Gujarati
Timeline
IT Support Engineer
AK Smart Solution Limited - Auckland
08.2023 - Current
Onsite Support Technician
Assa Abloy NZ
05.2021 - 07.2023
Data/Telecom Technician (Chorus Network)
Fortuner Technology Limited
02.2017 - 02.2022
Help Desk Support (Lv1 and Lv2)
Reliance Industries
01.2011 - 01.2015
Learning - Cloud Computing
A Cloud Guru
Diploma - Computing Level- 7
ICL Business School
Diploma - Computer Engineering
Darshan University