Summary
Overview
Work History
Education
Skills
Timeline
Generic

SAFFANA PATEL

Wellington,New Zealand

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Willingness to learn and keep learning!

Overview

7
7
years of professional experience

Work History

Desktop Support Engineer

Fujitsu At MPI
04.2022 - Current
  • Imaging and re-imaging of computer systems at client's sites
  • Communication – Have clear and concise communications skills and the ability to discuss IT issues and systems to others
  • Ownership - Ability to service customers and own the resolution of their issues, even when you personally cannot resolve the issue
  • Training of customer staff including induction of new customer staff in basic use of IT tools and use of IT applications
  • Support of desktop, infrastructure and services across multiple technology streams including, Hardware, OS, Software, Networks, Server, Print etc
  • Respond to, resolve incidents and SRs within agreed SLA, and follow Fujitsu breach reporting process for any failed SLAs
  • Asset refresh relocation deployment and decommission maintaining data integrity within the CMDB
  • Maintenance and housekeeping of customers physical infrastructure including but not limited to desktop equipment, peripherals, telephony, print devices, audio/visual conferencing equipment
  • Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.

IT Technician

Remark-it Solutions Limited
10.2017 - 12.2021
  • Imaging and re-imaging of computer systems at client's sites
  • Installation and support, maintaining, monitoring, and troubleshooting LAN and Wi-Fi networks
  • Secure data erasure for HDDs/SSDs in desktops, laptops, mobiles, and servers
  • Responsible for testing and cataloging IT equipment in the system according to its grade
  • Resetting IP phones, switches, teleconference devices and other IT equipment
  • Technical support to customers - over the phone and remote access
  • Deploy images via OS deploy tools like MOT and SSCM
  • Installation and configuration of hardware device components where necessary
  • Providing ongoing technical support and problem resolution for office deployments, upgrades, decommissions and general office network problems
  • Knowledge of ServiceNow, Mojo ticketing systems
  • Asset management system kept up to date with details of deployments of all IT assets
  • Installation and training of IT services nationwide for projects like:
  • Parliamentary Services
  • Windows 10 deploy images using SSCM
  • Using Active Directory to manage accounts, profiles, and create group, delete users
  • Update windows using SSCM or remote access
  • 2
  • MOE (Ministry of Education)
  • Imaging and re-imaging of computers at client's site
  • Deploy mobile device management software to phones and tablets.
  • Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software

IT Helpdesk Support Technician

IT Support Staff Limited
04.2017 - 10.2017
  • Served as first point of contact for customers seeking technical assistance over the phone and email
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Record events and problems and their resolution via logs
  • Direct unresolved issues to the next level of support personnel
  • Support in testing and deployment of new applications and systems
  • ConnectWise ticketing system.

Intern

OptiNet
06.2016 - 09.2016
  • Assisting with network development
  • Network maintenance
  • Searching for security loopholes in client systems
  • Working independently from supervision
  • Participating in weekly meetings
  • General office responsibilities.

Education

National Diploma (Level 5) - Computing

Tasman International Academies

Diploma (Level 7) - IT Support Operations

Tasman International Academies

Skills

  • Active Directory
  • Computer Troubleshooting
  • Microsoft 365
  • Microsoft Office
  • Windows Server 2012
  • DHCP and DNS
  • Microsoft MCEM suite (SCCM, Intune, Autopilot)
  • Azure
  • Powershell
  • GPO

Timeline

Desktop Support Engineer

Fujitsu At MPI
04.2022 - Current

IT Technician

Remark-it Solutions Limited
10.2017 - 12.2021

IT Helpdesk Support Technician

IT Support Staff Limited
04.2017 - 10.2017

Intern

OptiNet
06.2016 - 09.2016

National Diploma (Level 5) - Computing

Tasman International Academies

Diploma (Level 7) - IT Support Operations

Tasman International Academies

Similar Profiles

CREATE PROFILE
SAFFANA PATEL