Umesh Sigdel Email & Phone Number

Sydney, New South Wales, Australia

• Perform remote network troubleshooting, gather and analyse information and use diagnostic techniques to triage the issue or request, or to escalate the ticket based on the issue and details provided.
• Communicate, update, troubleshoot and resolve WAN/LAN issues in coordination with carriers and suppliers
• Follow-up and update client’s Incidents and Service Requests, with regular status updates on open tickets and network events to maintain client communication and SLA targets
• Create and update knowledge articles in Knowledge Management System where necessary
• When required, work with Service Desk Team Leads, Service Delivery Managers and Account Managers to ensure effective management of the client base and communication of major network outages and issues.

Sydney, New South Wales, Australia

• Respond to and resolve technical issues reported by end-users through various channels such as phone, email, or ticketing system. Troubleshoot hardware, software, network, and application problems.
• Log and track all reported incidents, ensuring accurate and detailed documentation of the issue, the steps taken to resolve it, and the resolution provided.
• Escalate complex or unresolved issues to higher-level support teams or specialized IT departments, ensuring timely and appropriate handling.
• Contribute to the development and maintenance of a knowledge base with articles and documentation for common issues and their resolutions.
• Monitor and report any system outages or potential incidents to the appropriate IT teams to ensure a proactive approach to problem-solving.
• Work closely with other IT teams, such as network administrators, system administrators, and application developers, to resolve complex issues or implement changes.

Bachelor'S Degree, Information Technology

Professional Year, Information Technology

High School, Science

Secondary School