Kiran Patel Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

• Managing IT Service request from Zendesk ticketing portal• Serve as the first point of contact for customers seeking assistance over the phone or email• Providing support for all IT products with professional approach • Making sure that all IT issues resolved in timely manner• Working with Infrastructure teams to provide smooth and professional approach for any IT issues • Any major outage then informing Infrastructure Team in prompt manner• Regularly taking End Users’ feedback to improve IT service and System• Giving efficient training to Junior Helpdesk and leads by example• Trained 3 Junior IT Team member and become their escalation point for urgent IT issue• Initiative-taking with System and Support team • Managing IT service ticket portal and assigning ticket to team member• Follow-up and update customer status and information • Resolving complicated and escalated IT issues • Experienced on Citrix, Exchange, Office 365, Windows 10, and Active Directory• Escalating issues to proper IT team• Creating Documentation and updating Asset registry • Troubleshooting Printer, Network and Software issues

Melbourne, Australia

• Provided excellent IT Service to all end user • Created Documentation and Asset List• Played key role to migrate user to different firm • Managed all IT Devices when move office to different location• Conducted End User’s training for IT System• Escalated issues within manners and to proper technician • Worked on Domain server to manage user account and other task• Able to do network patching in manners at user’s desk and server room• Provided after-hours IT support

Sydney, Australia

• Worked with Windows and MAC OSC• Imaging laptop as per SOE standard for Windows and MAC OS• Worked with SCCM, Casper Remote and JAMF• Managed internal and external calls for helpdesk • Experienced on Office Admin Portal and Domain server• Worked with Alloy Navigator ticketing software • Managed all Asset Management Software• Worked on Active Directory to manage users account & creating security work group• Worked on backup server to generate last day back up report • Collaborated with senior Technician and Infrastructure Team to resolve networking issue• Managed Printer server and update Microsoft server• Testing to all AV Devices and routinely check up• Recommend and/or perform upgrades on systems to ensure longevity• Able to do network patching in manners at user’s desk and server room• Provided It Support in weekend on rotational basis• Worked with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients

Sydney, Australia

• Provided technical support to internal customers over the phone and face to face• Logged customers/employees' queries in ticketing software• Managed users via Active Director • Installed and configured computer systems in Window and MAC OS• Diagnosed and solved hardware/software issues • Diagnosed issue and if required then escalate to proper technician

Bachelor Of Business Information System, System Analyst, Business Analyst, System Implementation, Database Design

Diploma Graphic Designing And Printing Press, Adobe Photoshop, Illustrator And Design