VIK JOSHI
Palmerston North,MWT
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
ServiceDesk Analyst
FMG Insurance
07.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
IT SYSTEM SUPPORT ANALYST
Lineage Logistics
06.2021 - 06.2023
- Provide 1st and 2nd level IT support to internal customers at Lineage
- Central point to the IT Service Desk and manage workflow through the Lineage ticketing system
- Manage IT procurement process and register items in the company Finance system
- In conjunction with the National IT Site Services Manager monitor high impact issues within the IT environment to ensure minimal impact on the business operations
- Escalate IT issues to 3rd party support teams as required
- Develop skills to support the Warehouse Management Systems (hardware/ software) and backup other WMS IT Staff
- Liaise, manage, and meet with all IT service providers in conjunction with the National IT Site Service Manager to review and discuss IT issues and requirements of the company
- Maintain the IT Asset register ensuring all assets are recorded and updated on a regular basis
- Ensure all software and hardware procured is compatible by liaising with IT network service providers
- Maintain the upkeep of all documentation relating to IT and address any gaps
- Participate in Projects at the discretion of the National IT Site Service Manager
- Adhere to all Lineage IT policies and procedures.
SYSTEMS ENGINEER
Yorb Ltd
02.2017 - 06.2021
- Work and escalate tickets from ConnectWise ticket management system
- Managing and supporting customer environments with a mix of Windows, G Suite, and Apple devices
- Onboarding & offboarding staff: user creation, modification, deletion
- Managing Active Directory, DHCP, DNS
- Managing firewall services & backup systems
- Create, manage, maintain, and support Azure AD for small to medium businesses
- Creating and administering groups, conditional access, and MFA
- Hardware and software installation
- Setup and manage peripherals such as; Printers, Copiers, Scanners
- Assisting customers to work remotely
- Training junior team members on industry best practices and standards
- Monitoring network and network devices to resolve technical problems quickly
- Work alongside the Network Operations team, troubleshooting network issues, installing wireless access points, replacing switches, routers etc
- Coordinating P1 & major incidents, including timely & concise communications to business
- Assisting with server related tasks: installing, troubleshooting, identifying performance issues
- Training – driving engagement of enterprise level tools such as MS Teams, etc
- Provide expert second-level support, responding to escalations from first-level support, both during business-hours and after-hours as required (24/7 support).
IT INTERN
Unit Networks
03.2016 - 01.2017
- IT monitoring & troubleshooting tasks for numerous clients around Waikato
- Onsite visits whenever needed to assist users in IT issues, hardware installation/move
- Documented & managed service requests from all clients
- Participated in various IT projects for clients alongside Senior Engineers
- Provided level-1 technical support and troubleshooting Applied Informatics
- Desktop support – application troubleshooting
- Active Directory - user profiles
- Keeping customers updated within SLA/OLA's.
Education
Post Grad Diploma- Applied Informatics (Level 8) - Applied Information Technology
Waikato Institute Of Technology
Hamilton, NZ02.2016
Bachelor of Engineering - Electronics And Telecommunications
DKTE
Ichalkaranji, India02.2014
Skills
- ITIL Knowledge
- Remote Technical Support
- Incident Management
- Client Relationship Management
- Network Troubleshooting
- Cloud Services
- Office365
- Microsoft Azure
- DHCP,DNS, and Group policies management
- Basic understanding of C#, Java
- Microsoft 365 deployments
- Windows patch management
Certification
- Fortinet NSE1, NSE2, and NSE3.
- HP repair Commercial Desktops, Workstations and Notebooks Service Qualification
- HPE Standard ProLiant and Blade Server Service and Solution qualification to internal and external clients.
Health Condition
Excellent
Personal Information
- Hobbies: Photography, Hiking & Rock climbing, Reading less known facts, Snooker
- Date of Birth: 04/03/1991
- Nationality: New Zealand Permanent Resident
- Driving License: New Zealand Full Driving License
References
Will be available upon request.
Hobbies
I love following strict fitness routine which brings some discipline in my lifestyle. Apart from that, I love hiking , photography & cricket.
Lately, I have been delving into the world of Combat by learning kick boxinga challenging yet rewarding journey! And when I am indoors, I love playing snooker, editing landscape videos
Languages
Hindi
Native or Bilingual
Marathi
Native or Bilingual
English
Full Professional
Timeline
ServiceDesk Analyst
FMG Insurance
07.2023 - Current
IT SYSTEM SUPPORT ANALYST
Lineage Logistics
06.2021 - 06.2023
SYSTEMS ENGINEER
Yorb Ltd
02.2017 - 06.2021
IT INTERN
Unit Networks
03.2016 - 01.2017
Post Grad Diploma- Applied Informatics (Level 8) - Applied Information Technology
Waikato Institute Of Technology
Bachelor of Engineering - Electronics And Telecommunications
DKTE
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