Summary
Overview
Work History
Education
Skills
Professional Attributes
Timeline
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Nakul Monga

Nakul Monga

Papatoetoe,Auckland

Summary

A well-presented, well-mannered, and articulate helpdesk support professional with extensive experience in performing diagnostics and resolving a customer’s technical problems via telephone, email, and one-on-one. Having a proven track record of successfully finding the causes of problems, resolving them, or forwarding suggestions for improvements. A problem solver who enjoys a challenge, can work well under pressure, and possesses strong customer service skills, good communication skills, and attention to detail. Certified advanced technical support specialist with experience delivering top-tier customer service. Bringing several years of comprehensive helpdesk expertise for various products and services. A skilled communicator adept at engaging customers, identifying issues, troubleshooting, and simplifying steps to resolve technical problems efficiently.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist/On-site Technician

Southern Cross Healthcare
10.2022 - Current
  • Receives and handles requests for service, following agreed procedures.
  • Promptly allocates calls as appropriate.
  • Logs incidents and service requests and maintains relevant records:
  • Identifies and classifies incident types and service interruptions.
  • Records incidents cataloging them by symptom and resolution.
  • Acts under guidance to record and track reliability data for your services.
  • Systematically interprets user problems and identifies solutions and possible side effects.
  • Uses experience to address user problems and interrogates database for potential solutions.
  • Escalates complex or unresolved incidents.
  • Records and tracks issues from outset to conclusion.
  • During change, acts systematically to respond to day-to-day operational needs and react to them, avoiding service disruptions and maintaining coherence with SLA and information security requirements.
  • Responds to common requests for service by providing information to enable fulfillment.
  • Promptly allocates unresolved calls as appropriate.
  • Provided technical assistance to end-users across various healthcare applications.
  • Resolved hardware and software issues for staff using troubleshooting techniques.
  • Collaborated with IT teams to implement system upgrades and enhancements.
  • Trained new staff on software tools and technical support processes.
  • Documented support interactions in ticketing system for future reference.
  • Troubleshot system errors and identified potential solutions.

Service Desk Analyst L1-L2

Fujitsu New Zealand
05.2021 - 10.2022
  • Supporting and training service desk personnel.
  • Managing resources if they are not capable of solving the issues.
  • Keeping the information of employees confidential.
  • Escalate advanced cases to Resolver Groups.
  • Working knowledge of incident and request management.
  • Maintain service records and reporting.
  • Experience in Active Directory, Office 365, mobile devices, and Windows OS.
  • Provided technical support for end-users, resolving issues via phone and email.
  • Collaborated with IT teams to escalate complex issues requiring specialized knowledge.
  • Trained new staff on service desk procedures and customer service best practices.

Helpdesk Analyst

Compass Communications
01.2019 - 05.2021
  • Assisting customers with technical queries related to networks, phone lines, hardware, and emails.
  • First point of contact for IT-related queries and providing first-call resolutions.
  • Documenting the whole conversation, changes made, and support provided.
  • Stay up to date with the organization's products and progress.
  • Dealing with DNS, DHCP, router configurations, cloud PBX, and firmware, etc.
  • Assisting customers with email server settings.
  • Escalate issues with the correct documentation, and follow up regularly.
  • Assisted team in troubleshooting hardware and software problems efficiently.
  • Resolved technical issues for users via phone, email, and chat support.

Education

Diploma in IT level -7 -

Aspire2 NTEC
NZ
01.2018

Bachelor’s in computer application -

Sikkim Manipal University
India
01.2016

Skills

  • Active Directory management
  • Network troubleshooting
  • Microsoft proficient
  • Active Directory
  • SCCM
  • TSD
  • TFS
  • Cherwell
  • New installation and support
  • Problem-solving skills
  • Team player
  • Planning and organizing skills
  • Business communication
  • Interpersonal communication
  • Technical documentation
  • Incident management
  • Cloud services support
  • Customer service
  • Team collaboration
  • Effective communication
  • Attention to detail
  • Staff training
  • Troubleshooting and diagnosing
  • Remote desktop services and support

Professional Attributes

  • A high standard of professionalism in my work.
  • The ability to remain calm and objective in all situations.
  • The ability to quickly identify and resolve client problems.
  • Able to work autonomously and in a team environment.

Timeline

Technical Support Specialist/On-site Technician

Southern Cross Healthcare
10.2022 - Current

Service Desk Analyst L1-L2

Fujitsu New Zealand
05.2021 - 10.2022

Helpdesk Analyst

Compass Communications
01.2019 - 05.2021

Diploma in IT level -7 -

Aspire2 NTEC

Bachelor’s in computer application -

Sikkim Manipal University

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Nakul Monga