Naresh Kumar
Auckland
Summary
A well-presented, well-mannered, and articulate technical support professional with extensive experience of performing diagnostics and resolving technical problems via telephone, email and one to one. Having a proven track record of successfully finding the root causes of problems, resolving them, or forwarding suggestions for improvements. A problem solver who enjoys a challenge and can work well under pressure and who possesses strong customer service skills, effective communication skills and attention to detail.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Support Engineer
New Era Technology
11.2023 - Current
- Provide IT support for Westlake Girls High School, one of the biggest schools in NZ serving approximately 2500 staff and students
- Providing remote and onsite support for client networks, systems and installations
- Responding to incidences and assigned problems to meet SLA requirements
- Troubleshooting, analysing and identifying hardware, software and network system faults, evaluate alternative solutions, determine and implement the solution process
- Undertaking the initial configuration and deployment of PC and Server hardware as well as peripheral network equipment
- Monitoring and reviewing daily logs and creating incident tasks where action is required
- Planning, scheduling and implementing network hardware and software maintenance
- Requirements and upgrades.
Technical Support
One NZ
06.2023 - 11.2023
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Responded quickly to meet customer needs and resolve problems
- End-to-end Case Management using ticketing tool for customer queries until they are resolved
- Provide technical support in setting up the new Modem to connect Chorus ONT box and Wireless modem set up
- Logs incidents and service requests and maintains relevant records
- Escalate, if needed, unresolved problems to a higher level of support
- Identify, investigate, and troubleshoot users’ problems related to Broadband, mobile and Wi-Fi Issues.
Service Desk Analyst
Vibrant IT Consulting Private Ltd
03.2022 - 06.2023
- Provide End Users with an elevated level of Customer Service throughout all communications calls and emails primarily
- Research and troubleshoot problems using available tools such as the help desk knowledgebase
- Ensuring the highest customer satisfaction by following ITIL principles while creating, updating, and closing incident/service request tickets (Remedy)
- Providing resolutions for software, printer configuration, Citrix application, etc
- Issues via remote assistance tool (SCCM)
- Managing Distribution Lists, shared mailbox, calendars, resources, etc
- From Exchange Management Console
- Handling escalations via email or phone.
IT Helpdesk
Fine O Wine
09.2021 - 03.2022
Store Manager
Fine O Wine
07.2019 - 09.2021
- Duties Daily activities of store running
- Ensure Stocks are stored and rotated correctly
- Responding to customers inquiries.
Shift Manager
Tank Juice
03.2017 - 05.2019
- Shift Managers may also be responsible for meeting targets during their shifts and for helping their assigned Departments meet their goals
- Inventory Management
- Monitoring performance during the shift
- Communicating with the next Shift Manager to help prepare him/her to run a great shift, too.
Customer Support Representative
McDonald’s Auckland
01.2015 - 03.2017
Test Analyst
CAT Technology Inc
08.2010 - 05.2013
- Responsible for UI, Functional & Non-Functional Testing, using Black box Testing Techniques
- Identifying test conditions based on requirement analysis and product knowledge
- Involved in creating of the Test case and Test scenarios
- Logging and managing defects occurring during test execution using JIRA as a defect management tool
- Contributing to daily stand-ups, sprint planning meetings as part of Agile Scrum methodologies
- Worked closely with the Developer to get updates and resolve defects.
Education
Diploma in Business -
Auckland, New Zealand
01.2016
Bachelor Degree in IT -
Osmania University, India
01.2010
Skills
- ConnectWise Manage
- Microsoft Intune
- Group Policy
- Mobile Device Management (MDM)
- Active Directory
- Microsoft Deployment Toolkit (MDT)
- Office 365 Support
- Windows Deployment Services (WDS)
- Microsoft Azure
- Salesforce Case management
- Siebel
- Manual Testing
- Selenium
- Computer Networking
- Jira
- Agile Methodologies
- Google Workspace
- Device Imaging
- Working on ITIL Framework
- Windows 10/11 , Mac OS and Chromebook OS
Certification
- Microsoft 365 Fundamentals MS-900
- Fortinet Certified Fundamentals Cybersecurity
References
References Available on Request
Timeline
IT Support Engineer
New Era Technology
11.2023 - Current
Technical Support
One NZ
06.2023 - 11.2023
Service Desk Analyst
Vibrant IT Consulting Private Ltd
03.2022 - 06.2023
IT Helpdesk
Fine O Wine
09.2021 - 03.2022
Store Manager
Fine O Wine
07.2019 - 09.2021
Shift Manager
Tank Juice
03.2017 - 05.2019
Customer Support Representative
McDonald’s Auckland
01.2015 - 03.2017
Test Analyst
CAT Technology Inc
08.2010 - 05.2013
Diploma in Business -
Auckland, New Zealand
Bachelor Degree in IT -
Osmania University, India
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