Experience

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  Dell services

  Apr 2005 - Nov 2005

  Technical support associate

  Responsible for providing:24*7 Technical Support (e-mail/ chat/ on-call), trouble-shooting the connectivity, technical issues and queries of the desktop and laptop users globally. I took ownership of the requests, issues and resolved most of them within the Service Level Agreement. Identified improvement areas and implemented measures to maximize customer satisfaction levels.

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  Infosys

  Jul 2006 - Apr 2008

  Sharepoint administrator/ application support analyst

  Responsible for providing:24*7 Technical Support Tier 1 and Tier 2 for Microsoft offices globally for over 20,000 users. Managing and maintaining Infrastructure servers (Exchange Server 2003, SharePoint Servers, IIS Servers and SQL Server 2003/2007) and .NET Content Management applications used by the internal customers using ITIL best practices. Experienced handling potential dissatisfied customers, taking ownership of their issues, escalating if necessary, and following up with customers till Incident closure. Documented the processes and techniques followed to resolve a Service Request/Incident. Show less

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  Digipoll

  Apr 2009 - Feb 2010

  Tele- market researcher

  Digipoll Limited conducts surveys throughout New Zealand at offices and residences. It provides services like opinion polling, market research and international surveys. My role was calling customers and conducting surveys to get their opinions about different sectors like Telecommunications, Tourism, Banking and Finance, Insurance etc.

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  Genesis energy

  Jun 2010 - Apr 2013

  Service desk technical analyst

  Responsible for providing:Effective support to all users, proactively facilitated and owned the incidents and service requests. Performed all daily activities in alignment with the organizations IS Operational processes and procedures (based on ITIL Framework). Liaised with other IS Operational Teams to obtain or provide information for the effective resolution. Assisted many Project Managers with the development, installation and testing of new software and hardware as required. Established and maintained constructive vendor relationships. Investigated ways of improving services/ business processes to all users and provided recommendations to enhance the quality and efficiency. Show less

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  Square one trade com llp

  Dec 2013 - Aug 2014

  Testing & support engineer

  Worked as Test & Support engineer, with a responsibility to test the newly built software & ensure smooth post release checkout. Apart from this I had a major role in ensuring the website is up and running, and doing preventive checks.

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  Chubb

  Apr 2015 - Feb 2016

  It support technician

  Sole charge technical support for users in NZ including hardware installation, fault rectification for desktops and laptops, systems administration and security. Also provided remote support to users in Australia for other insurance application systems, data backups/ restores, running batch jobs, etc.

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  Tower insurance

  May 2016 - Feb 2023

  • Senior Business Enterprise Engineer

    Apr 2022 - Feb 2023

  • IT Operations Analyst at Tower Insurance

    Mar 2018 - May 2022

  • Application Support Analyst

    May 2016 - Mar 2018
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  Iag

  Jul 2022 - now

  Technical business analyst