Johny Nadar
Hamilton,New Zealand
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Spark NZ
08.2022 - Current
- Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
- Served as a primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Engaged in user support interactions via telephone, chat and email platforms.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue-resolution strategies.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Escalated critical incidents appropriately while maintaining clear communication throughout the resolution process.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
Service Desk Team Lead
Spark NZ
05.2023 - 10.2023
- Developed strong relationships with internal stakeholders to provide seamless support across all departments.
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Established clear expectations for team members through well-defined roles, responsibilities, and measurable goals.
- Reduced ticket backlog by devising efficient prioritization strategies and effective time management techniques.
- Implemented an effective onboarding program for new team members, reducing ramp-up time and increasing productivity levels swiftly.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Enhanced team performance by providing regular coaching, feedback, and training sessions.
- Collaborated with other IT teams on cross-functional projects, resulting in improved overall system performance.
- Created comprehensive documentation on troubleshooting procedures to improve first-contact resolution rates while maintaining accuracy levels consistently high.
- Generated reports to track performance and analyze trends.
IT Service Technician
Wisdom Limited
11.2020 - 08.2022
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or in person for customers and end users.
- Route problems to internal 3rd level IT support staff.
- Troubleshoot client software and basic network connectivity problems.
- Windows Server 2008, Windows Server 2012, Active Directory, User account creation for Active Directory, Exchange Mailboxes and Distribution lists
- Use the Incident Management System to document, manage problems, and work on requests and their respective resolutions.
- Respond to telephone calls, emails, instant messages, and user-assigned tickets.
- Assign work orders / incidents to appropriate support teams and follow up until closure.
- Escalate complex problem to appropriate support specialists responsible for activities relating to the evaluation, analysis, and setup of PC-based software products.
- Maintenance MS Office Suite (Office 365) MS Teams & SharePoint Support.
- SCCM Desktop EUC tools ITSM ticketing tools such as Jira.
- Corporate VPN technologies.
Backend Developer Intern
VExecute Limited
07.2020 - 11.2020
- Website testing including chat flows, workflows, ticket creation, acknowledgment mail
- API testing with Postman
- Optimize OAuth 2.0 code and implement it in the backend using Node.js.
- Defined and maintained databases to deliver responsiveness to data client requests.
- Troubleshoot and tested software and debugged to clean up code and improve efficiency.
IT Support Engineer
U-turn Enterprise
01.2019 - 12.2019
- Monitor assets of desktop, laptop, printers, and workstation builds, repairs, and support
- Migrated over 200 computers from Windows 7 to Windows 10 environment
- Troubleshoot and resolve end-user hardware, Operating systems & software related problems
- VPN for end-users, managing IT network & server access problems
- Configure switches and network devices.
Application Support Analyst
ProNet Technologies
09.2017 - 11.2018
- Platform/Technology used: ASP.NET MVC, SQL Server, Bootstrap
- Project Description: Web Portal for Employees of ProNET Technologies Pvt Ltd, to view and apply For Leaves with CURD operations
- Developed test plans for ProHRMS, Fund Allocation & Procurement Management System
- Prepared technical documents describing the results
- Improvements on ProHRMS & Fund Allocation System
- Trained end-users with software standards and use processes
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Participated in on-site requirements gathering sessions.
Education
Post Graduate Diploma in Applied Information Technology -
Waikato Institute of Technology
Hamilton, New Zealand03.2021
Master of Computer Application -
University of Mumbai
Mumbai, India05.2017
Bachelor of Computer Application -
KSOU
Mumbai, India05.2014
Skills
- L1 & L2 desktop support
- Networking skills: knowledge of Windows Server 2019, Virtualization with VMware, NAS storage with access privileges for domain users, Active Directory user rights and folder permissions, Webserver & Intranet, and Microsoft O365
- Hardware support: printer installation, Building computers, OS installation, Software Installation, Data ports installation with data cables, mobile (Android support), IP phones installation, Network Switch and Hub installation
- ITSM: Manage Engine(Service Desk Plus), ConnectWise Manage, Jira Ticketing tool, Remedy Force Console
- Staff education and training
- User Support
- Tracking and Documentation
- Effective communication skill
- Effective time management
Certification
- Technical Support Fundamentals by Google, Coursera
- The Bits and Bytes of Computer Networking by Google, Coursera
- ITIL 4: ITIL Foundation Certificate in IT service Management
- Microsoft Certified: Azure Fundamentals
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
Languages
English
Malayalam
Tamil
Hindi
References
- Parul Pathak | Service Desk Team Lead | Waikato | Spark | +6421 085 25319 | parul.pathak@spark.co.nz
Timeline
Service Desk Team Lead
Spark NZ
05.2023 - 10.2023
Service Desk Analyst
Spark NZ
08.2022 - Current
IT Service Technician
Wisdom Limited
11.2020 - 08.2022
Backend Developer Intern
VExecute Limited
07.2020 - 11.2020
IT Support Engineer
U-turn Enterprise
01.2019 - 12.2019
Application Support Analyst
ProNet Technologies
09.2017 - 11.2018
Post Graduate Diploma in Applied Information Technology -
Waikato Institute of Technology
Master of Computer Application -
University of Mumbai
Bachelor of Computer Application -
KSOU
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