Swati Dabral
Auckland,Auckland
Summary
Enthusiastic Engineer offering more than 10 years of experience in customer service skills,troubleshooting hardware and network issues .Deep understanding of operational dependencies of applications, networks, systems, security and policy. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
12
12
years of professional experience
Work History
Technical Support Engineer
RICOH
Auckland, CBD
03.2021 - 03.2024
- Troubleshot network connectivity problems such as IP addressing, and installations of windows DHCP server setup.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Monitored ticketing system queues for incoming requests from customers.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Installed, configured, and maintained server hardware and software.
- Configured user accounts, permissions, and access rights.
- Installed and supported hardware and software for desktops, servers and printers.
- Provided remote assistance to end-users when needed.
- Provided technical assistance to customers regarding products and services.
System Engineer Trainee
IANT
Dehradun, INDIA
10.2014 - 12.2018
- Troubleshot application related problems on desktops and laptops running Windows OS.
- Resolved escalated tickets received from helpdesk team members within specified SLA timeframes.
- Installed and configured operating systems, application software and system management tools.
- Handled troubleshooting tasks for Local Area Networks, Wide Area Networks and voice systems to reduce network connectivity problems.
- Provided technical support for hardware and software installation, troubleshooting network issues and resolving customer inquiries.
Technical Trainer
Jetking
India
11.2011 - 03.2014
- Assisted in developing instructional materials such as presentations, handouts, videos, and manuals.
- Developed strategies for managing difficult learners during classes or workshops.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
Master of Science - Information Technology
HIMALAYAN INSTITUTE OF TECHNOLOGY
INDIA08-2014
Bachelor of Science -
DAV
India03-2012
GED -
JETKING
INDIA03-2010
Skills
- Windows Servers
- Application support
- Inbound and Outbound Calling
- Microsoft Office Suite
- One Call Resolution
- Customer Relationship Management (CRM)
- IP Addressing and Subnetting
- Network configuration
- Attention to Detail,Adaptability and Flexibility
- Software Installation
- Service desk support
- Incident Management
- customer support
Accomplishments
- quarterly awarded Employee of the month.
- highest amongst the team to reach maximum KPI's
References
References available upon request.
Timeline
Technical Support Engineer
RICOH
03.2021 - 03.2024
System Engineer Trainee
IANT
10.2014 - 12.2018
Technical Trainer
Jetking
11.2011 - 03.2014
Master of Science - Information Technology
HIMALAYAN INSTITUTE OF TECHNOLOGY
Bachelor of Science -
DAV
GED -
JETKING
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