NICK DADIALA
Te Aro
Summary
Offering strong analytical abilities and commitment to learning and development in technology support. Brings ability to rapidly acquire technical knowledge and apply critical thinking to troubleshoot and resolve issues. Ready to use and develop problem-solving and technical skills in my next role.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Support Engineer (Contract role)
Senior Support Engineer
09.2024 - 10.2024
- Provide Support of Level1,2 and 3, Creating users accounts in both AD/AAD
- Build and assign Laptops and mobile devices to user
- Add/remove users IN AD/AAD and add record in CMDB
- Backups from Server and retrieve data from database
- Recover file and folder from using Dell Data protection Management
- Troubleshoot with network, Applications and hardware issues on site or via remote tool EV REACH
- Build and package applications in intune
- Use of ticketing system ERM and provide support for MFA to users
Technical Services Engineer (Application Packager&Co-ordinator)
Technical Services Engineer
11.2022 - 09.2024
- Build Packages and modification of application from complex, medium and simple
- SOE Re-build and imaging devices and performing SIT/UAT tests
- Deploy packages via SCCM or Intune and validate testing
- Knowledge of PowerShell AppDeployToolkit, Master Packager and wrapper
- Creating baseline reports and Handover to Change Management for Pilot and Production
- Understanding of MSI ,MST and EXE applications and transforming and customizing according to clients requirement
- Knowledge of VMware tools and Back-end servers, Firewalls etc
- Understanding of Application Packaging/Deployment processes and Methodologies
- Experience in gathering requirements, packaging & testing, deployment and supporting end-users
- Experienced in interacting with Application Owners (End-Users/SME) and Application Testers to troubleshoot and debug application configuration and deployment issues
- Proven abilities in establishing effective task priorities, working independently, and participating as an integral part of a team
- Facilitate scheduling of the service components that support application presentation services or requirements
- Provide support to the Applications Packaging Manager to ensure that the overall strategy and quality of Application presentation services contractual obligations held
- Ensure consistency & quality exists across all activities that support application presentation
- Ability to work at a fast-paced environment while managing multiple tasks and maintaining a professional attitude
- Demonstrated ability to build effective relationships with a broad range of stakeholders Identify, develop process and procedures across all phases of Application Presentation
ICT support Level 2-3
Fujitsu Ltd
09.2021 - 11.2022
- Provide ICT troubleshooting support to Fujitsu client, Incident detection and recording
- Providing 1st, 2nd and 3rd level of support to client and respond to quickly
- Diagnosing and resolving technical hardware and software issues assigned
- Research and provide solutions using available information resources
- Providing On-site support to client in person and troubleshooting computer issue
- Provide remote support by remotely accessing client's system and troubleshooting specific application technical issues and hardware peripheral issues
- Identifying and effectively prioritizing situations requiring urgent attention
- Installing and supporting user applications such as Outlook Mail, Teams, MS Office 365 apps and web gateways, User applications, Citrix desktop applications, Corporate Apps such as AutoCAD, Maximo, Redeye, Visio, Wizard etc
- Installing appropriate software in end user's computer as per business requirement
- Configuring of Software installed in user's computer and support desktops, laptops printers, Mobile phones and other hardware peripherals
- Ensuring all IT tools and equipment are up and running to support business function efficiently
- Administering LAN/Domain accounts of the user through Active Directory
- Providing permissions to end user as required by them in various applications, software, printers network drives, email accounts etc
- Creating and administering various shared network resources e.g
- Distribution List, Shared email account, network directories, network drives, GAL etc
- Keep record of device in database and use of DSM and SCCM for deploy
Technical Helpdesk Support Analyst
ECL Group Technology Ltd
05.2021 - 09.2021
- Specialty in on boarding the EV chargers via configuring the IP and Mac address, perform NIC settings using RMF tools and activate chargers in Evnex for (DOC) Department of conservation
- Provide Technical Level-1.5 support- over the phone, via email to our clients (Brother Printers, T2 GO, Open Loop -app and Retail Sites) for back-office computer, front office computers, EFTPOS terminals, point of sale computer (POS) hardware and software, Bar code scanners, Brother Printers, Retail infrastructure support, maintaining client login accounts
- Provide troubleshooting assistance for IT infrastructure - over the phone, through remote desktop tools such as Team viewer, Cisco VPN and Meraki, Citrix, VNC Viewer, Remote-Admin, Win-Auth (Password generator)
- Provide support to help troubleshoot and resolve issues using most efficient and effective customer service possible
- Logging calls accurately and setting correct milestones using CRM Tool My Salesforce (Ticket Logging system)
- Setting priority of the issues as per client contract and adhering to the SLA's and KPI's
- Comply with company and client contract policy
- Maintaining communication with the internal team members, management staff, Technicians, and external client
- Resolve customer technical request in single call when possible
- Using internal resources (confidential) for issue resolution
- Attend meetings/trainings to keep up with new policies and product knowledge
- Escalate to Level 2 or higher support when needed using escalation process protocol, depends upon the type of issue
- Onsite Support of IT infrastructure
Technical and Customer Support Specialist Tier1
Concentrix NZ
12.2020 - 04.2021
- Provide first-level support on all IT related issues and escalate more technical problems to appropriate second level of support and ensure follow-up with them for prompt resolution
- Handle inbound and outbound communication B/W end user & support teams
- Assuring the customer and acknowledge that you understand the issue and willing to help
- Explain and guide every single step during troubleshooting
- Resolve a customer technical request, when possible, in a single telephone call using troubleshooting protocols
- Troubleshoot system and network problems, diagnosing and solving software or hardware faults and replacement of parts as required by booking appointments
- Enrich the customer at end of the call
- Logging cases and issues correctly using the CRM software
- Promote support related products and services
- Maintain and update customer record: Enter customer registration information into the database
- Attend meetings and training to maintain knowledge of products and services (technical & operational)
- Maintain the compliance at all the during or end of call both b/w end user and clients
Customer Service Representative
Thrifty Car Rentals
05.2016 - 12.2020
- Face to Face customer service
- Answering phone calls to provide appropriate information to the customers
- Familiarize the customer about the road rules and conditions in NZ
- Expanding customer relationships (sales)
- Being attentive and resourceful to achieve weekly shared plans
- Maintain and update customer record: Enter customer registration information into the database
Store Manager
Dominos
11.2010 - 11.2016
- Maintain high level of sales & gross profit for the store and always strive to achieve more than our Record week sales
- Treat customers with utmost respect, integrity, and gratitude
- Always build great rapport & customer relations
Education
NZ Graduate Diploma - Information Technology
Whitecliffe College
Wellington, NZ04-2020
Post Graduate Diploma - Business Management
Queen Academic Institute
Auckland, NZ03-2012
Post Graduate Diploma - Computer Engineering
Adesh University
India05-2007
Skills
- Customer support
- IT infrastructure
- Printer troubleshooting
- Support ticketing systems
- Hardware maintenance
- Wireless networking
- System standards documentation
- Computer proficiency
- Customer service management
- Security protocols
- Application support
- Backup solutions
- Network administration
- Mobile device management
- Asset management
- User account management
- ITIL processes
Certification
Microsoft 365 Modern Desktop Administrator
Microsoft365 Fundamentals Cloud
Microsoft365 Cloud Concepts
Windows10 Implementation
Languages
English
Full Professional
Timeline
Senior Support Engineer (Contract role)
Senior Support Engineer
09.2024 - 10.2024
Technical Services Engineer (Application Packager&Co-ordinator)
Technical Services Engineer
11.2022 - 09.2024
ICT support Level 2-3
Fujitsu Ltd
09.2021 - 11.2022
Technical Helpdesk Support Analyst
ECL Group Technology Ltd
05.2021 - 09.2021
Technical and Customer Support Specialist Tier1
Concentrix NZ
12.2020 - 04.2021
Customer Service Representative
Thrifty Car Rentals
05.2016 - 12.2020
Store Manager
Dominos
11.2010 - 11.2016
NZ Graduate Diploma - Information Technology
Whitecliffe College
Post Graduate Diploma - Business Management
Queen Academic Institute
Post Graduate Diploma - Computer Engineering
Adesh University
Similar Profiles
Ramakrishna VRamakrishna V
IT Support Engineer at Senior Support EngineerIT Support Engineer at Senior Support Engineer
K.YUVARAJ K.YUVARAJ null
4.Company: GMMCO LTD (Customer Support) SERVICE at Role-SERVICE ENGINEER- CUSTOMER SUPPORT (CSE) Customer support engineer4.Company: GMMCO LTD (Customer Support) SERVICE at Role-SERVICE ENGINEER- CUSTOMER SUPPORT (CSE) Customer support engineer
SUPRITHA SSUPRITHA S
PALO ALTO-TAC at Technical Support EngineerPALO ALTO-TAC at Technical Support Engineer