Nikhil Oberoi Email & Phone Number

Wellington, Nz

Wellington Region, New Zealand

• Provided technical support, troubleshooting, and issue resolution for customers and internal teams.• Implemented app updates, managed regional data, and collaborated with councils.• Conducted software testing, managed releases, and ensured quality assurance.• Utilized Microsoft SQL, HubSpot, Crystal Reports, and PowerShell.• Created and maintained documentation, user guides, FAQs, and knowledge articles.• Engaged with developers to report bugs, suggest improvements, and update software.• Attended security seminars and ensured compliance with SLAs and KPIs.• Participated in service improvement meetings and weekly strategy discussions with senior management.• Coordinated with accounts teams, hardware technicians, and maintained license records and contact details.• Assisted in creating and delivering training materials and workshops for users.

Wellington, Wellington Region, New Zealand

• Installed, configured, and commissioned customer equipment according to specifications.• Replaced defective parts and installed new components to restore functionality.• Assisted customers with software and hardware troubleshooting in a timely manner.• Provided on-site technical support for customers.• Analyzed, troubleshot, and diagnosed problems, providing prompt repairs and solutions.• Managed network and Windows desktop/server support.• Responded promptly to emergency technical calls from customers.• Remotely accessed and resolved faults on end-user devices.• Provided first-line support during transitions.• Assisted in the installation, testing, and maintenance of equipment.• Collaborated with departments such as Voice Provisioning, Networks, and Supply Chain.• Prepared detailed reports on system performance after installations or upgrades.• Participated in training new team members.

Wellington, New Zealand

• Managed major incidents (Severity 1 and 2) for various clients.• Coordinated incident resolution, chaired bridge calls, and ensured service restoration.• Provided technical support for hardware, software, and network issues to end-users via phone, email, and remote access.• Troubleshot Windows device/software faults.• Remotely accessed and resolved faults on end-user devices.• Provided mobility support for iPhone devices.• Administered end-user access and devices across multiple Active Directory Domains.• Secured company-managed devices using Intune and Office 365.• Provided daily reporting and managed open incidents/service requests with external vendors.• Trained and upskilled Service Desk staff.• Contributed to process and operational improvements.• Maintained a high net promoter score on behalf of Spark.

Wellington & Wairarapa, New Zealand

• Resolved defined call types in line with SLAs.• Logged and assigned incidents/service requests.• Followed up and escalated outstanding records.• Assisted in maintaining and updating documentation.• Stayed updated on new applications and IT trends.• Provided first-line support during transitions.• Monitored application/system alerts.

Wellington, Wellington Region, New Zealand

• Managed project implementation of IT products.• Handled database and information system management.• Assisted customers with ICT queries.• Worked with software like Iknock, Salesforce, and Boxer Pro.• Produced reports and managed contracts for new customers.

Graduate Diploma In Information Technology Level 7, Information Technology

• Logical Database Design • Information Systems Management • System Engineering • Human Interface Technology • Project Management • IT.

Software Engineering