Krishaal Prakash
Summary
Highly skilled Level 3 Systems Engineer with 8+ years of experience in IT support, server administration, troubleshooting, and ITIL processes. Proven expertise in managing Microsoft Server Technologies, Intune policies, and SCCM applications, resulting in significant reductions in downtime and resolution times. Committed to enhancing system reliability and security while providing exceptional customer service.
Overview
13
13
years of professional experience
Work History
EUC Systems Engineer at Air New Zealand
NTT Data
05.2022 - Current
- Manage Microsoft Server Technologies (2012-2016) and Teams Administration, ensuring seamless operations
- Configure Intune policies for iOS, enhancing device security and compliance
- Support over 6000 endpoints with Active Directory and Azure AD, resolving issues efficiently
- Develop and manage SCCM applications, improving software deployment processes
- Oversee ticket management on ServiceNow, consistently meeting SLA targets
- Enhanced system reliability by optimizing server configurations, reducing downtime by 20% and increasing operational efficiency
- Led cross-functional teams to implement Microsoft Intune policies, improving mobile device security and compliance across the organization
- Streamlined ticket management processes, achieving a 30% reduction in resolution time and exceeding SLA targets consistently
- Developed custom PowerShell scripts for automated tasks, saving 15 hours per week in manual operations and boosting productivity
- Provided expert guidance and support for over 6000 endpoints, ensuring seamless user experience and high satisfaction rates.
Systems Engineer
MOVe Logistics
02.2021 - 04.2022
- Provide support and management of the Server environment including the underlying infrastructure and virtualisation platforms
- Support and management of end user devices including laptops, desktops, printers, and mobile devices
- Support and management of Windows desktop and Server operating systems
- Support and management of business applications where responsible and/or escalation to internal and 3rd party support teams
- Provide onsite support for business sites including travel outside of primary region to other sites when required
- Support and management of network devices and technology
- Manage end user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance
- Perform network and security audits as required
- Monitor backup processes daily to ensure backups are successful and resolve any incidents or service requests as required
- Carry out maintenance tasks as requested including regular data restore, UPS and DR tests
- Maintain network asset management, including maintenance of network component inventory and related documentation and technical specifications information
- Provide support, as required, to project delivery teams throughout project lifecycles
- Participate in projects and other initiatives as required
- Respond to and resolve any alerts generated by key systems including servers, networking, and applications
- Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases
- Working with Third party Vendors in conducting office updates and purchases
- Conduct research on emerging products, services, protocols, and standards in support of systems software procurement and development efforts
- Assist both the Head of Customer Engagement and Head of Technology with the development of MOVe IT policies, procedures and associated training plans for system administration and appropriate use
- Maintain this documentation on-going to ensure compliance
- Manage and/or provide guidance to junior members of the team.
Systems Administrator
MOVe Logistics
12.2019 - 02.2021
ICT Technical Help Desk Agent
T&G Global Limited
11.2016 - 12.2019
- Provide first point of contact (FPOC) solutions to IT incidents and requests received by the IT Helpdesk for issues arising on desktops, laptop, thin client terminals, printers, barcode scanners
- Manage call and email work queue in accordance with SLA's
- Remote Desktop Management
- Adding/Removing Printers (For local and Australian End users)
- Manage user sessions in terminal server management console and load balancer
- Active Directory management
- Asset Management - Ordering and Configuring Mobile Phones (Apple and Android)
- Office Administration - Filing billing documents from vendors/Invoices for monthly payment runs
- Office 365 Exchange Admin Management Service Desk Analyst.
IT Service Desk Analyst
Fujitsu
12.2015 - 11.2016
- The first point of contact for all IT & technical queries and Service requests
- Responsible for diagnosing & resolving hardware, software, and end-user problems
- Responsible for triaging all Incidents in a timely manner with appropriate levels of Priority and SLA.
Crew Trainer/Café Barista
Marina Investment Cooperation (McDonald's)
05.2011 - 04.2016
Student Leader/Ambassador
Manukau Institute of Technology
01.2013 - 01.2016
Education
Bachelor of Science - Information Communication Technology
Manukau Institute of Technology
Auckland, AUK05.2016
Skills
- Active Directory User management
- Office 365 Admin
- Analytical Problem-solving
- Troubleshooting Microsoft technologies
- O365 applications Incident Management systems
- Server Administration
- Switch Management
- VPN Management
- Azure
- Windows Power Shell
- Citrix environment Management
- Routing
- Switching
- LAN
- Vlan AP's
- Veeam Backup
- IT Service Management
- SAP Application
- Service Now
- Zendesk Ticket logging
- Queue management
- ITIL processes
- User Support
- Technical Support
- Troubleshooting
- IT Infrastructure
- Microsoft Exchange
- Cloud Computing
- Helpdesk operations
Citizenship
New Zealand
Personal Competencies
- Excellent communication skills, ability to work individually or in allocated teams.
- Polite and Friendly and Professional Phone and Messaging Manner.
- Collaborative, high performing team member.
- Good active listening skills.
- A friendly approach towards working with different and a variety of people.
- Ability to multi-task and prioritize workload effectively
- Excellent customer service skills.
- Physically fit and able to lift IT equipment, crawl under desks to access cabling etc.
- Maintain composure and patience when dealing with difficult customers
References
Happy to Provide on Request.
Hobby
Aviation Geek - Extreme fan of aircraft and aviation. Enjoy spending sunny weekends at the airport photographing aircraft.
Timeline
EUC Systems Engineer at Air New Zealand
NTT Data
05.2022 - Current
Systems Engineer
MOVe Logistics
02.2021 - 04.2022
Systems Administrator
MOVe Logistics
12.2019 - 02.2021
ICT Technical Help Desk Agent
T&G Global Limited
11.2016 - 12.2019
IT Service Desk Analyst
Fujitsu
12.2015 - 11.2016
Student Leader/Ambassador
Manukau Institute of Technology
01.2013 - 01.2016
Crew Trainer/Café Barista
Marina Investment Cooperation (McDonald's)
05.2011 - 04.2016
Bachelor of Science - Information Communication Technology
Manukau Institute of Technology
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