Experience

• 

  Anuratechusa

  Aug 2017 - Sept 2018

  Desktop support analyst

  • Assisted in task/projects as part of desktop support initiatives• Resolved and responded to the helpdesk tickets by prioritising the tickets based on urgency • Prepared thorough and clear documentation to the various problems • Installation and configuration of computer hardware, software, systems, networks, printers and scanner • Performed deployment tasks for new hardware and software • Undertaken scheduled maintenance upgrades • Monitored and performed troubleshooting for daily backup failures Show less

• 

  Manoosh pizzeria sydney

  Feb 2019 - Nov 2020

  Customer service representative

  • Responded to the telephone calls to provide information and online support to the customers regarding menu, prices and orders • Check software system for responding to the written complaints, suggestions, and information requests• Manage payment, employees, roster etc.• Work on Point of Sale (POS) for taking orders from the customer and processing the payment• Going the extra mile to help customers, with a view to retaining them, and ensure increased business• Followed standard procedures to make calls, interact with customers, and provide services Show less

• 

  Itnetfix australia

  Apr 2021 - Sept 2021

  System and network support

  • Developing clear communication skills over the phone by giving support for system and network issues to the customers• Resolving tickets received from the office ticketing system that helping me to develop my technical skills• Improving troubleshooting skills by diagnosing and resolving technical problems with Local Area Networks (LAN)/(WAN)• Enhancing management skills through network and system maintenance (e.g., active directory-user accounts)• Configure and install various network devices and services (e.g., routers, switches, firewalls)• Basic administration tasks on servers running Windows• Patching and installing backup software on servers• Creating and presenting daily status report to the supervisor• Providing desktop-support to the organization users and clients Show less

• 

  Veeam software

  Sept 2021 - now

  • Providing emergency assistance to clients affected by disaster, ransomware attack and data loss scenarios.• Minimising business impact by providing creative solutions and workarounds to issues affecting clients.• Monitor Global queue and provide response for any Severity 1 Case.• Operate in an environment with frequent changes, as well as demanding situations• Document all customer interactions (emails, calls, remote sessions) accurately and within SLA• Perform troubleshooting and analysis, including log file investigation;• Participate in technical trainings for newcomer and new product features Show less  Providing technical support via telephone and email for clients; Analyzing, diagnosing, troubleshooting and providing solutions to software product problemsand question; Communicating effectively with Sales Representatives; Building and maintaining strong customer relationships; Monitoring ticket queues and documenting work related to assigned cases and tickets; Contributing to ongoing documentation in an effort to build Veeam’s knowledge base; Attending scheduled technical training as directed and required by Veeam; and Other responsibilities as directed. Show less

  • Critical Incident Engineer

    Aug 2023 - now

  • Technical Support Engineer

    Sept 2021 - now