Nick K Nesterovitch Email & Phone Number

Christchurch, Canterbury, New Zealand

Christchurch, New Zealand

New Zealand

Providing first level support to users of Farmlands IT services, including detailed troubleshooting and information gathering via phone, web, and in-person channels.Active management of incoming queue and calls.Aim to restore normal service at First Tier as quickly as possible with minimum adverse effect on the business, while proactively preventing recurrence of incidents.Liaise between Farmlands end users and IT staff to facilitate timely resolution of requests, in accordance with documented Service Level targets.Contribute to the provision of quality IT systems and services and a high level of seamless customer service and responsiveness.Build and maintain positive and professional relationships with internal and external customers, suppliers and peers and interact positively with other IT staff/team members.Develop documentation and deliver end user training.Installation of new and/or enhanced software / hardware as required.Partner with IT and business personnel to discuss the impact of incidents on products and servicesEnsure all requests received are recorded, prioritised and escalated with a focus on ensuring delivery of agreed service levels.Proactively learn and train other staff members on new product and service technologiesUser Administration (Staff Additions, Leavers and Changes)Ensure all incidents are resolved against SLAsDevelop thorough understanding of Farmlands information systems, processes and procedures.Develop business support standards, processes and procedures, and guidelines for incident management where applicableKnowledge of Farmlands IT policies, procedures and standardsContribute to the development and compliance of IT policy, procedures and standardsTo add and maintain a working knowledge base for both first and second level supportActive involvement in projects - Updating the onboarding / offboarding process, Windows 10 deployment.

Primary point of contact for Select clients and complex support requests Manages service request triage and communication to the customer or Service Delivery manager. Has ownership of service requests ensuring open and ongoing communication lines between customers, Service Delivery Manager and Key Account Managers Manages work and requests in line with SLAs. Assists customers in troubleshooting, diagnosing, testing and resolving complex web system problems and issues. Consistently seeks, documents and drives improvements in efficiency in all systems and processes. Monitors & triages alerts from our monitoring platform and either resolves or escalates to System Administration Team as required. Escalates tickets to System Administration Team as required. Actions provisioning, basic moves /adds /changes to meet customer requirements Has primary responsibility for outbound customer communication during P1 & P2 incidents. Quality assures outgoing products and services to meet customer expectations. Actively trains and mentors 1st level support staff. Provides an exceptional customer service experience to every customer that contacts us by delivering a service consistent with our support ethos as well as our policies and procedures.

Canterbury & West Coast, New Zealand

Purchase hardware and consumables, computer parts Build PCsPC setupUser creation, mailbox – Active Directory (users and computers) and ExchangeMail tracking on exchangeGroup policyPhone set up, assign extension and DDI, create mailbox – MitelHardware troubleshooting, repairVirus removalSquid proxy – ACL Backup restores – veeam backup and replication, backup exec 2010VMware – virtual machine creation Antivirus management – ESET nod – remote administrator console, ESET endpoint ver 5Juniper switches, VPN Ubnt products – UniFi AP using UniFi manager and UniFi cameras using UniFi video, switches using EdgeMaxDHCPMicrososft SQL Server 2008 – adding users via management studio

Provided customer service, cash-handling including stockmerchandising and customer phone queries

Sorting and counting of mail including computer dataentry.

Bsc., Mathematics, Computer Science

Activities and Societies: CompSoc BSc. in Mathematics with a minor in Computer Science

Education record

Activities and Societies: Student Librarian group