Gaurav Dyal
Wellington
Summary
Highly seasoned and reliable Desktop & Infrastructure Support Engineer with a strong technical background and excellent client service record. Adept at explaining complex technical concepts and processes to clients and non-technical staff in a clear and understandable manner. Able to multitask effectively and bring several simultaneous installation and repair projects to completion with full accuracy and efficiency.
Overview
5
5
years of professional experience
Work History
Advanced On-site Engineer
Fujitsu
03.2023 - 11.2023
- Increased customer satisfaction by providing timely and effective remote support services.
- Monitored system performance to identify potential issues.
- Walked individuals through basic troubleshooting tasks.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Managed inventory tracking systems, ensuring accurate records of all equipment and devices.
- Configured and tested new software and hardware.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
- Documented support interactions for future reference.
- Assisted end-users with conference room equipment setup and operation.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Reduced helpdesk tickets by providing comprehensive user training and ongoing support.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Supported the integration of new employees by configuring workstations, setting up accounts, and offering personalized training sessions on company systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Trained and mentored junior engineers, providing guidance and direction.
- Implemented new strategies to reduce costs and improve efficiency of engineering team.
- Analyzed and interpreted customer requirements to develop engineering solutions.
- Resolved critical issues during system integration phases, ensuring seamless transitions between design iterations.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
Infrastructure & Desktop support Engineer
Accenture
- Coordinated work of subordinates and vendor personnel to manage networking needs
- Selected and installed wireless and wired networks to mobilize operational needs
- Installed and configured equipment to handle needs of various users
- Assessed need for network updates and reconfigurations to implement appropriate strategies
- Neatly arranged and labeled cables to prevent tangling and make future updates more efficient
- Collaborated with staff, users and management to establish requirements for new systems or modifications
- Removed broken or outdated hardware and replaced with new parts to achieve the desired level of performance
- Provisioned and rolled out technology deployments, overseeing backup, recovery and troubleshooting
- Monitored network and system performance, providing troubleshooting and maintenance services to promote operability
- Consulted with management to ensure agreement on system principles
- Managed daily tasks and sought opportunities to go beyond requirements and support business targets
- Prioritized cases to properly allocate resources and manage workloads
- Coordinated work of on-site resources, including scheduling and route planning
- Addressed customer concerns and complaints directly and maintained maximum satisfaction by implementing quick resolutions
- Secured the warehouse with an optimal strategy and the continuous monitoring of entrances, exits and internal procedures
- Verified carrier compliance with company policies or procedures for product transit and delivery
- Kept equipment in good working order with practical maintenance programs, avoiding unnecessary downtime or delays.
Senior Desktop Support Engineer
Transpower
- Onboarded new systems by installing standardized software packages and confirming LAN connection strength
- Patched software programs to close security loopholes and update systems with the latest functionality
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Collaborated with staff, users, and management to establish requirements for new systems or modifications
- Customized system, software, and hardware settings to meet specific user needs
- Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Documented service orders for information reporting and team accountability
- Managed software and hardware repair, installation, and maintenance
- Coordinated user requests with external vendors according to policies and procedures
- The Level 1/2 Desktop Support will be passionate about providing exemplary customer service to the end users
- Understanding in Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, Patching and Intune
- Working knowledge of basic IT infrastructure and network equipment
- Knowledge of the ITIL framework and previous use of an Incident Management tool.
Senior Service Desk Analyst
NTT Data
01.2021 - 01.2021
- Provide user account administration for systems including Microsoft Active Directory, Microsoft Exchange, Office365, Citrix and other specific business applications
- Ensure all outage, status update and services restored notifications are communicated
- Creating/maintaining and disabling end user access and end user devices across multiple Active Directory Domains
- Troubleshoot and resolve Windows device/software faults including desktops, laptops, printers etc
- Mobility support for iPhone devices including activations, troubleshooting, synchronization issues for email, calendars, Multi factor authentication etc
- Remotely access end user devices and investigate/resolve faults using technologies such as TeamViewer, Chrome remote desktop, Real VNC (Virtual Network Computing)
- Daily reporting on open incidents/service requests and managing open incident/service requests with external vendors or specific 3rd parties
- Manage and coordinate activities during overall ticket life cycle, chair bridge calls for effective coordination, incident resolution and service restoration.
Lead Imaging Technician
Remark-IT Solutions
01.2020 - 01.2021
- Travel all over New Zealand and take part in hardware roll outs with a large deployment team
- This includes government organisations
- Provide Level1 and Level2 technical support in Microsoft Dominated Environments to end-users
- Lead Technician in building and imaging devices for clients including various government organisations
- Working hands-on with various IT gear for hardware troubleshooting
- Provide assistance in Infrastructure Administration support
- Provide backup support
- Hardware diagnostics with desktop, laptop and Tablets and other IT equipment
- Active Directory – Adding / Removing users and managing access rights and permissions
- Follow-up with clients to ensure the issue has been resolved to their satisfaction.
Deployment Engineer
Spark (Oranga Tamariki)
01.2019 - 01.2020
- Provide On-Site support in the corporate environment
- Training Oranga Tamariki users how to use new software as well as new equipment that are deployed for them
- Providing hands on solution to the users of ministry
- Handling admin tasks daily
- Expert knowledge in MS-Office, Citrix, Registry Editor, Azure AD and services running on Windows as well as Macintosh
- Escalating deviations to process or service to the appropriate person
- Monitored system operation to detect and address current and likely problems
- Identified the hardware and software needed to meet new system demands
- Maintained detailed documentation of software development processes and updates.
Education
Graduate Diploma in Information Technology (Level 7) -
Whitireia
Porirua 03.2017
Punjab Technical University
06.2013
Skills
- Active Directory exchange
- SSCM
- Microsoft 365
- Experience on Vmware
- Citrix
- Knowledge of DHCP and DNS
- Microsoft Intune Portal
- System Upgrades
Languages
English
Personal Information
Title: Senior Desktop Support Engineer
References
References available upon request
Timeline
Advanced On-site Engineer
Fujitsu
03.2023 - 11.2023
Senior Service Desk Analyst
NTT Data
01.2021 - 01.2021
Lead Imaging Technician
Remark-IT Solutions
01.2020 - 01.2021
Deployment Engineer
Spark (Oranga Tamariki)
01.2019 - 01.2020
Infrastructure & Desktop support Engineer
Accenture
Senior Desktop Support Engineer
Transpower
Graduate Diploma in Information Technology (Level 7) -
Whitireia
Punjab Technical University
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