Summary
Overview
Quote
Skills
Work History
Education
Additional Information
Linked In Profile
References
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Sona Kaur

Sona Kaur

Auckland,AUK

Summary

Skilled IT professional with extensive experience in customer support, technical troubleshooting, and system administration. Proven track record in managing complex technical issues and providing innovative solutions. Expertise in Linux/Windows systems, cloud storage, and networking protocols. Passionate about cloud technologies and dedicated to delivering exceptional customer support. Seeking to contribute to AWS as a Cloud Support Engineer.Nearly 9 years of experience in the IT field from technical support and troubleshooting.

Overview

3
3
Languages
9
9
years of professional experience

Quote

Empowered by innovation and driven by collaboration, IT professionals turn challenges into opportunities, making the impossible possible every day.
Anonymous

Skills

  • Operating Systems: Linux, Windows
  • Storage Technologies: Filesystem, Block Storage, Object Storage
  • Networking: DNS, HTTP, SSL, SFTP, TCP, UDP, Routing/Switching
  • Scripting: PowerShell
  • Networking Tools: iperf, MTR, traceroute, dig, wireshark
  • Protocols: SMB
  • Cloud Computing: AWS services (S3, Storage Gateway, Glacier, Snowball, AWS Transfer for SFTP, Datasync)
  • MS Active Directory (AD) and Exchange
  • Operating System: Windows server 2003 to 2012, WIN 10, 81, 7
  • MS Exchange O365 Online
  • Microsoft admin console
  • Good experience and understanding of User Administration, SAP Security operations, Security Role design, and development
  • Strong security troubleshooting skills & Technical Analysis
  • Experience working with ECC/CRM/BW/Hybris and Enterprise Portal
  • Hardware and software installation

Work History

IT Onsite Engineer (Fonterra NZ)

HCL Technologies
10.2023 - Current
  • Enterprise Server Management: Manage and administer enterprise-level Windows Server environments, including Active Directory, DNS, IIS, and Federation Services. Ensure these systems are optimized for performance and reliability.
  • Advanced Technical Support: Provide Tier 3 support for complex technical issues, achieving a high resolution rate (e.g., 95% of incidents within SLA) to minimize downtime for mission-critical applications.
  • Onsite Support: Deliver onsite technical assistance at client locations, addressing hardware, software, and network issues. Serve as the primary point of contact, ensuring effective communication and high levels of customer satisfaction.
  • Support for Executive-Level Team: Offer dedicated support to the executive-level team, including troubleshooting high-priority issues, managing confidential and sensitive information with discretion, and ensuring minimal disruption to their work.
  • Disaster Recovery Implementation: Lead the design and implementation of disaster recovery solutions for Windows-based systems, significantly reducing recovery time (e.g., by 50%) to ensure business continuity.
  • Automation and Scripting: Automate routine tasks and processes using PowerShell scripts, leading to improved operational efficiency (e.g., by 30%).
  • Root Cause Analysis: Conduct in-depth root cause analysis on recurring technical issues and implement preventive measures, resulting in a reduction of escalated support tickets (e.g., by 20%).
  • Customer Satisfaction: Maintain a high level of client satisfaction by providing prompt, courteous, and effective service. Address client concerns and feedback proactively, ensuring a positive experience and strong client relationships.

Microsoft Product Support Specialist

DickerData
05.2023 - 10.2023


  • Supported clients during critical incidents, demonstrating a calm and reassuring demeanour under pressure while working towards a swift resolution.
  • Technical Support & Troubleshooting:**Delivered first-line technical support, resolving issues related to Microsoft hardware (Surface) and software (Windows Server, Office 365) with a focus on minimizing Partner downtime.
  • Solution Design:** Architected tailored solutions involving Microsoft licensing, Azure deployments, and integration of third-party tools like SkyKick, BitTitan, and Telesmart to meet specific Partner requirements.
  • Technical Sales Engineering:** Identified and executed upsell and cross-sell opportunities by aligning advanced Microsoft and complementary technologies with Partner needs, driving additional revenue and enhancing system performance.
  • Collaboration & Escalation:** Worked with Specialist BDMs and Partner Development Managers to resolve escalated technical issues, ensuring efficient and professional outcomes for complex scenarios.
  • Proactive Technical Communication:** Provided Partners with regular technical updates on Microsoft products and best practices, establishing myself as a trusted technical advisor.
  • Technical Outbound Engagement:** Conducted outbound technical consultations to support sales initiatives and promote the adoption of advanced Microsoft solutions.
  • Continuous Technical Upskilling:** Engaged in ongoing training and certification on Dicker Data and Microsoft tools, staying updated with the latest technologies to deliver current and relevant technical guidance.
  • Portal & Billing Management:** Managed Partner portals and billing systems, providing accurate technical reports and ensuring seamless access to necessary resources.

Technical Onboarding Specialist

Westcon-Comstor
07.2021 - 05.2023
  • First point of contact for resellers for Ayava, APC, Ribbon, Radware & VMWare quotations
  • Generate and provide customer quotations within agreed service level agreements with a focus
    on accuracy and attention to detail.
  • Support resellers by ensuring prompt management of Ayava, APC, Ribbon Radware & VMWare requests
  • Collaborated with customers and asked questions to assess needs and budgets.
  • Educate clients on the best available solution, tools, or collateral.
  • To escalate customer or vendor concerns promptly.
    Ensure up-sell opportunities are explored with customer quotations.
  • Drove team revenue totals by bringing in top sales numbers.
  • Furnished customers with exemplary service, helping build lasting, lucrative partnerships.
  • To proactively follow up on customer inquiries.
  • Attend technical training on products across vendor portfolio and achieve set certification
    requirements.
  • Proactively manage Vendor requests within the ticketing system. Ensuring correct categorization and
    workflow maintained
  • Good working knowledge of Microsoft Office platforms and using a CRM system (SAP and
    1View)
  • Commercial awareness, around the cost of acquisition/probability and procurement trends
  • Pricing analysis in different scenarios before releasing the orders.
  • Coordinate with other teams to get clean orders.
  • Investigating the cause of low margins and working out prices in SAP.
  • Managing promotional pricing in SAP.
  • Communicating with Vendor Account managers to get Deals approved.
  • To maintain exceptional customer service, and consistently strive to exceed customer expectations.

Sr. Remote Services Engineer

DDS IT
05.2017 - 07.2021
  • Created standardized protocols for documenting processes and technical tasks.
  • Incident Management
  • Hardware break&fix / Software installs
  • Extensive knowledge in SAP administration and troubleshooting
  • SAP Security administration-creating users, roles, assign authorizations
  • Identified the scope of the problem and provided operational technical assistance to remedy it.
  • Providing Level 1 & 2 Support to the Assigned Client Users
  • Running Security Scans on PC’s.
  • Provided continued maintenance & development of bug fixes and patch sets for existing web applications.
  • Responsible for end-to-end technical best practices
  • Exchange Threat Management - Anti-Spam Filtering/Blocking Domains
  • Documented and updated known fixes in the knowledge base for future reference.
  • VPN Setups
  • Troubleshoot potential problems and eliminated before issues escalated or cascaded.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
  • Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status.
  • Exchange/365 (Creating/adding/updating mail accounts)
  • Active directory (creating/adding/updating user accounts)
  • Monitored company inventory to keep stock levels and databases updated.

Technical Product Specialist (Lvl-2-3)

APPLE
07.2015 - 05.2017
  • Provided Complete Case Management Support for Apple Level 2
  • Provided escalation support (email, phone calls.) to resolve customer inquiries
  • Making important decisions for providing exceptions to customers according to Companies policies and Instructions.
  • Provide effective and timely resolution of wide range of customer inquiries.
  • Strive for one-call resolution of customer issues.
  • Handling system changes and releases in varied environments.
  • Provided back up support to Tier 1 when needed (email, phone calls, chat, content review, etc)
  • Creating documentation/templates as per requirements of Case.
  • Provided wide range of Software Technical support related to IOs devices as well as Mac Computers ( Desktops , Mac books, Mac pro ) , Networking devices (Airport Time capsule , Airport expresses) and Apple watch
  • Repaired and installed Software such as OS X and IOS devices.
  • Diagnosed, Installed, configured, and repaired computer systems and software
  • Reviewed Technical documents and procedures



L2 Support Services Engineer (Part Time)

BEDS4U
10.2016 - 06.2022
  • Provide high quality customer service
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Implemented firewalls, two-factor authentication and antivirus software to maintain network integrity.
  • Support multiple Employees with different needs and requests and manage their incidents, changes, and problems
  • Working with windows servers and applications within mixed OS environment.
  • Developed awareness campaign for cyber security awareness program using numerous marketing examples.
  • Maintain and verify backup servers/systems
  • Manage security solutions, including firewall, anti-virus, and intrusion detection systems. Manage all network hardware and equipment, including routers, switches, hubs, and UPSs.
  • Provide first hand support, IT training, and troubleshooting to all office staff for IT matters



Education

Foundation 4 Certification

ITIL
Virtual

M365 Identity & Services

Microsoft
Virtual

MS365 Mobility & Security

Microsoft
Virtual

GED -

Whitireia Auckland Campus
Auckland

Building Rapport With Customers

Linked in
Virtual

Qualys Vulnerability Management Certification

Qualys
USA
2018

Associate of Arts - Bachelors of Arts

Delhi University
New Delhi,India

Additional Information


• A quick learner.

• Good written and verbal communication skills.
• Research and analytical skills.
• Adaptable and flexible to company requirements.
• Eye for detail and excellent time management skills.

Linked In Profile

https://www.linkedin.com/in/sona-k-31186068/

References

Available on Request.

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Sona Kaur