Simran Pal Singh Sappal
Takanini
Summary
A qualified technical support professional effective at developing and implementing operational processes and maintenance of protocols, installation of operating systems, and solving problems. Looking to further career in IT industry and gain new skills.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Information Technology Support Engineer
Godfrey Hirst Carpets
04.2023 - Current
- Provide professional technical support to site employees as well as from other sites across Australia and New Zealand.
- Resolve IT-related issues promptly and effectively including troubleshooting hardware and software problems, network issues, and other IT-related concerns.
- Achieved a reduction in downtime by quickly resolving IT issues, implementing preventive maintenance, and improving user training.
- Manage and ensure smooth operations of site technology and the user client/workplace technology. Manage the IT help desk by logging and tracking support requests, prioritizing tasks, and ensuring timely resolution of issues. Maintain accurate records of support requests and solutions provided.
- Successfully maintained a high levels of end-user satisfaction through efficient and effective IT support, user training, and clear communication.
- On site support including workstation equipment, meeting rooms, printers, telephony, and aiding vendors and networks or infrastructure.
- Train end-users on software applications, hardware usage, and best practices for maintaining IT security. Create user guides and documentation to facilitate self-help.
- Developed and maintaining comprehensive documentation that aids in problem-solving and knowledge sharing among the IT team and end-users.
- Supporting a range of technology across a diverse set of customers. Establishing strong working relationships with site stakeholders and level 3 IT Support and management teams.
- Proactively addressing recurring issues and educating end-users to reduce the number of support tickets and improve overall system stability.
- Assist with network troubleshooting, including connectivity issues, Wi-Fi problems, and VPN setup. Ensure network security protocols are followed. Establishing positive relationships with IT vendors, negotiating contracts, and ensuring prompt and effective support when required.
ICT Service desk analyst
St John Ambulance
04.2022 - 03.2023
- Controlling and administering hardware and operating software configurations
- Answer all incoming calls to SPOC mobile and assist with call taking when there is an increase in call volume
- P1 and P2 incident - Engage the SPOC immediately when you identify a P1 and P2 incident back up for SPOC when he has P1 and P2 Foot and Raise the flag for SD Team Supporting Emergency software system for 111 call centres
- Supporting Critical Job alerts application for Ambulance crew tablets
- Citrix Studio Management Console for administering Citrix Virtual Apps and desktops Sites
- Resolving Ambulance Issue, Such as loss of connectivity in the ambulance
- System Root Cause Analysis, Network Cabling Managed Routers and Administration Switches Back-Up Systems Diagnosing Hardware Configuring & Software Faults Troubleshooting
- Work across a technology stack incudes microsoft azure ,M365 ,Mitel,Vmware and intune
Service desk analyst
Concentrix
03.2021 - 02.2022
- Managed VMs including performance monitoring, Error logging and backup management
- Worked across a technology stack incuding Microsoft azure ,Microsoft 365,Mitel ,VMware and Intune
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Patched software and installed new versions to eliminate security problems and protect data
- Diagnosed and troubleshot hardware, software and network issues
- Removed malware, ransomware, and other threats from laptops and desktop systems
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Service Desk Analyst
WINTEC
06.2020 - 09.2020
- Managing DNS, DHCP, Active Directory, and Hyper-V
- GPO configuration for a safe Windows infrastructure
- Providing second-level support for Active Directory-related issues
- Auditing Active Directory (AD) objects and user rights across platforms
- Managing Office 365 and device user accounts (Creation, Deletion, Permissions, and VPN Access) Using SCCM, deploy, migrate, reimaging, and support Windows 10 laptops and PCs
- Follows SLA deadlines to resolve service and incident tickets and escalates tickets as appropriate
- Update knowledge docs and make them available to the support team
- Served as a point of escalation
- Assisting with the organization of junior agent training by offering comments and sharing information, as well as making recommendations for solutions for issues that arose during the process
- Migrating the user's old data to a new device using a Data Migration program.
Service Desk Analyst
Supreme Infosys
02.2017 - 01.2020
- Identified and solved computer software, hardware and website problems, analyzed user problems and suggested methods to prevent future problems
- Assembled, installed, and tested computer software, network and server updates
- Assisted with equipment repair
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Engaged in user support interactions via telephone, chat and email platforms.
Education
Graduate Diploma - Information Technology
Waikato Institute of Technology
Hamilton, WKO 02.2020 - 05.2020
Bachelor's - Computer Applications
Punjab University
Punjab 01.2017 - 05.2019
Skills
Ability to maintain existing software applications and develop new onesundefined
Certification
Amazon Web services Cloud Pratitioner
Timeline
Amazon Web services Cloud Pratitioner
12-2023
Information Technology Support Engineer
Godfrey Hirst Carpets
04.2023 - Current
ICT Service desk analyst
St John Ambulance
04.2022 - 03.2023
Service desk analyst
Concentrix
03.2021 - 02.2022
Service Desk Analyst
WINTEC
06.2020 - 09.2020
Graduate Diploma - Information Technology
Waikato Institute of Technology
02.2020 - 05.2020
Service Desk Analyst
Supreme Infosys
02.2017 - 01.2020
Bachelor's - Computer Applications
Punjab University
01.2017 - 05.2019
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