Mayank Kapadiya
Auckland
Summary
Dedicated IT support professional with 3+ years of experience offering technical assistance to end-users in a corporate environment. Demonstrated success in promptly and efficiently resolving complex technical issues, coupled with a commitment to delivering excellent customer service. Proficient in troubleshooting both hardware and software issues, as well as network configuration. Skilled in training users on new applications and technologies, collaborating with remote users, and staying updated on the latest developments in the IT industry.
Overview
6
6
years of professional experience
Work History
Senior Service Desk Analyst
Te Whatu Ora - Health New Zealand
02.2024 - Current
- Managed high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
- Handling Major Incidents - Determine if the incident is major based on its impact and urgency. Notify relevant teams, management, and affected users. Formally declare the incident as "major" to trigger the major incident management process. Keep stakeholders informed about containment efforts and potential impact. Ensure that the resolution is effective, and the issue is fully addressed. Update documentation and incident records with details of the incident, response actions, and improvements.
- Involving in Change management and Problem management process.
- Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base.
- Creating and updating the Knowledge Base articles and CMDB (Configuration Management Database) to ensure accurate and current information for IT service management.
- Developed training materials for new service desk analysts, resulting in faster onboarding and increased productivity.
- Configured hardware, devices, and software to set up work stations for employees.
- Involving in IT projects, providing input on system design from a support perspective and assisting with testing efforts as needed. (VM Ware Horizon, Outlook migration, Service Now)
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
- Installed, configured and maintained computer systems and network connections.
- Established strong partnerships with vendors and third-party providers to expedite hardware and software issue resolution.
Service Desk Analyst
Te Whatu Ora - Health New Zealand
03.2023 - 02.2024
- Receive and log incidents and service requests from users via phone
- Remotely troubleshoot computer hardware, software, and networking-related issues
- Prioritize and categorize incidents and service requests based on their urgency and impact
- Provide application support through user access provisioning and application configuration
- Assist remote users with issues related to VPN and Citrix
- Provide assistance with installing, configuring, and updating Microsoft Office applications
- Documenting steps taken to address problems for future reference and escalating complex issues to higher-level support teams
- Ensure users are promptly informed about the status of their requests and incidents, and identify suitable workarounds to minimize disruptions
- Experience with an Exchange Online mailbox, including Microsoft Outlook, Outlook on the web (formerly known as Outlook Web App), and mobile clients on phones, tablets, and other devices
- Providing application access and support (RCP, Éclair, eVitals, HCC, CMS, 3M) and completing 40 to 45 service requests a day
- Assist with Microsoft Office 365 applications installations, configurations, and updates
- Prioritize addressing incidents over service requests where applicable
- This involves handling SLA breach requests, providing training for bulk HO/SMOs requests, managing bulk student accounts, creating new user accounts, handling external user account requests, and ensuring the proper disabling of expired accounts.
Helpdesk Support
Noel Leeming
08.2022 - 04.2023
- General first and second level EUC support including but not limited to installing television, printer and Wi-Fi router for residential and business clients
- Installing and upgrading computer operating system and other software
- Set up computer desks, mobile and audio/video peripherals
- Triaging and assigning tickets to the appropriate team or third party vendor
- To provide technical expertise, direction and support system to other staff as well as diagnosing and resolving technical issues
- This will include resolving tickets via call, email, using remote support tools or in person.
Technical Assistant
Warehouse Stationery
07.2020 - 06.2022
- Troubleshooting and providing support for a diverse range of devices, including but not limited to laptops, desktops, networking equipment, tablets, mobile and desk phones, printers, and audio-visual gear
- Provide one-on-one training and assistance to end-users in utilizing both new and existing technology products
- Built relationships with customers, resulting in increased satisfaction and an enhanced reputation for the company
- Reimaging and provisioning new user devices, as well as replacing hardware such as computers and phones.
Site Supervisor
Supercare Wellington Ltd
07.2018 - 08.2020
- Supervise commercial sites associated with prominent companies including IBM, HP, and AT&T
- Design events according to clients' requirements
- Communicate with clients regarding complaints, successfully resolving issues and implementing preventive measures to ensure similar incidents would not occur in the future
- Schedule and assign specific duties to staff, ensuring they are carried out expertly
- Maintain records of tools and materials require for the site.
Education
Bachelor - Applied Management
Otago Polytechnic
Auckland, New Zealand07.2019
Bachelor of Science - Computer Engineering
Gujarat Technological University
Gujarat, India04.2015
Skills
- Microsoft Windows 8/10/11
- Microsoft Office 365
- Windows Active Directory
- Microsoft Exchange Online
- Citrix Xenapp
- VM Ware Horizon
- Application Support
- Cherwell Service Management
- Service Now
- Active Directory
- IT Service Management
- Remote Technical Support
- Incident Management
- Change Management
- Service Level Agreements
- Attention to Detail
- Multitasking
- Technical Troubleshooting
- Extremely high customer service levels
- Strong problem-solving skills
- Great communication skills
- Self-reliant, capable of working autonomously
- Flexible, available for weekend, evening and on-call work
- Effective time management skills
- Excellent work ethic
- Customer service expert
References
Vinshi Dua, Service Desk Team Lead, healthAlliance, vinshi.dua@healthalliance.co.nz
Timeline
Senior Service Desk Analyst
Te Whatu Ora - Health New Zealand
02.2024 - Current
Service Desk Analyst
Te Whatu Ora - Health New Zealand
03.2023 - 02.2024
Helpdesk Support
Noel Leeming
08.2022 - 04.2023
Technical Assistant
Warehouse Stationery
07.2020 - 06.2022
Site Supervisor
Supercare Wellington Ltd
07.2018 - 08.2020
Bachelor - Applied Management
Otago Polytechnic
Bachelor of Science - Computer Engineering
Gujarat Technological University
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