Avilash Kumar Email & Phone Number

Auckland, Nz

Manukau, New Zealand

Manage all Deane ICT Infrastructure and associated peripherals. My job description includes:• Diagnose hardware and software problems, and replace defective components• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.• Maintain database inventory of Servers, Workstations, peripherals, associated equipment and the software and components required for their use• Maintain network security, virus and malware protection software and services• Perform preventative maintenance in accordance with department policies• Create and maintain users, directory structures, security rights and printer configurations• Maintain/Manage O365• Coordinate with vendors and with company personnel to facilitate purchases• Handle L1, L2 and L3 (support, logged items) operations issues, escalating L3 issues (configuration & operation of services etc.) to relevant 3rd party technology providers or Alsco IT (Parent Company)

142 Plunket Avenue

I handle L1, L2 and L3 support/operations issues and escalating L3 issues (configuration & operation of services etc.) to relevant 3rd party technology providers. My responsibilities include:-Managing network servers and technology tools-Installing and configuring software and hardware-Investigating and diagnosing network problems.-Set up accounts and workstations, maintain users, directory structures, security rights and printer configurations-Monitoring performance and maintain systems according to requirements-Troubleshooting issues and outages-Ensure security through access controls, backups and firewalls-Upgrading systems with new releases and models-Assisting co-workers with everyday IT needs and train staff on new technologies-Maintaining database inventory of Servers, Workstations, peripherals, associated equipment and software's-Maintaining security, virus and malware protection software and services-Research and purchase of hardware/software

60 Khyber Pass Road

Manage Service Desk• Design service desk KPI's – template that is now also used on other service desks• Manage team structure and oversee the productivity and deliveries• Manage Customer Service Improvement Plan for service desk• Manage allocation of resources within the team, provided guidance support and performance management to team members• Drive SLA improvement across internal Fujitsu teams for improvement to incident response, resolution and service request fulfillment SLA’s• Provide management reports on Service Desk operations on a weekly and monthly basis• Manage customer satisfactions and escalations• Manage team roster and leave plans according to business requirement• Key SLA analysis and management improvements to ensure the SLA's are met and improved

60 Khyber Pass Road, Auckland

My current role as a 2IC involves reporting to my TL on a daily basis regarding any client complaints and issues and manage escalations. My Previous role involves 1st & 2nd Level Support; which includes Investigation & Diagnosis, Resolution & Recovery, Ownership, Monitoring, Tracking & Communication; on User Administration & IT infrastructure. Being accountable for providing High-level of Customer Service, technical support. Below is a list of system/applications I work with:- Incident & Service Request Management- Level 1 & 2 investigation, diagnosis, and resolution/recovery - LAN/WAN& VPN Networks- MS Windows OS, MS Office, MS Outlook/Exchange- Ownership, Monitoring, Tracking, and Communication as per Fujitsu’s Procedure - Support via Phone, Email and Remote Desktop Support – DSM Explorer- AD & Email Account creations and management using MS Windows Server 2008 R2 and MS Exchange- Citrix Environment- Symantec Configuration PGP whole Disk Encryption

15 Sales Street, Freemans Bay, Auckland.

Key Duties:- Reviewing and updating IT Manual regularly- Give monthly IT risk, solution assessment and operational report- Maintenance of the Windows and Mac server- Ensuring all backup is running effectively at all times- Maintenance of routers and switches- Review all user computers each month in regards of performance and storage- Monitor virus protection mechanisms in place and regularly install updates- Monitor SPAM filter daily- Monthly review of internet usage at server and client levels- Sourcing prices and purchase of approved capital expenditure- Troubleshooting of hardware and software issues- Monitor agency website on a weekly basis- All requests for assistance by partners to be actioned on the same day- Managing Google Apps domain accountKey Skills: Remote Support, Maintaining Network’s Physical and Logical Structures, Routine Maintenance and Testing of Network Hardware and Software, Customer Service, Negotiation, Self-Confidence, Product Knowledge, Client Relationships

Rosie House, Martintar, Nadi, Fiji.

Key Duties:- Providing first class user/guest support- Log calls, attend to it, fix the issue, follow-up if it has been fixed, and report it- Troubleshoot user problems, isolate the issue, determine possible solutions, test and implement solutions- Maintaining all the Servers and Interfaces- Administer network workstations- Providing support for the phone lines and EFTPOS machines- Install, configure, and maintain personal computers, windows workstations, Linux file servers, Ethernet Networks, Network Cabling, Add, Upgrade or Configure Modems, Disk Drives, Data Switches, Printers, and other related equipment- Perform and oversee software and application development, installation and upgrades.- Plan and implement network security, including building firewalls, adding or deleting users- Manage and update Antivirus programs- Daily system checks including daily backups- Preventive Maintenance of all User PC’sKey Skills: Remote Support, Maintaining Network’s Physical and Logical Structures, Routine Maintenance and Testing of Network Hardware and Software, Customer Service, Negotiation, Self-Confidence, Product Knowledge, Client Relationships

Yanuca Island, Cuvu, Sigatoka, Fiji.

Key Duties:- Providing first class user/guest support- Log calls, troubleshoot user problems, isolate the issue, determine possible solutions, test and implement solutions- Providing support for the Infrasys Point of Sale system- Network support, firewall management, network fault diagnosis and resolution- Install, configure, and maintain personal computers, windows workstations, Linux file servers, Ethernet Networks, Network Cabling, Add, Upgrade or Configure Modems, Disk Drives, Data Switches, Printers, and other related equipment- Perform and oversee software and application development, installation and upgrades- Manage and update Antivirus programs- Managing and programming wireless access points, routers & modems- Running & Checking daily backups- Responsible for all IT InventoryKey Skills: Remote Support, Lotus Notes, Novell Environment, Server Maintenance, Hardware & Software Support, Backup Management, Anti-Virus Management, Customer Service, Product Knowledge, Client Relationships, foundation technical knowledge.