Shiva Swamy

Experience

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  Vinstar

  Feb 2005 - Oct 2007

  Operations Support Officer

  My Responsibilities and Achievements:• Provided Office Support to a small team of six• Documenting Project Proposals and Proofreading• Being involved in Global Economic Projects• Ensuring System Backups took place (daily, weekly and monthly Tape Backups)• Learned about Global Economics and how Projects were created to strengthen various Nations' Infrastructure

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  Kiwi Online

  Apr 2006 - Jul 2006

  Application Development and Support Person

  My Responsibilities and Achievements:• Consulted with the Client and created a Dynamic Websystem requiring a MySQL Database (using PHP otherwise for Server-side requests)• Carried out System Testing prior to rolling it live• Provided on-site Support at an Event where the System was required• Ensured a successful outcome was achieved

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  The Auckland University of Technology

  Feb 2007 - Nov 2008

  IT Service Desk Technician

  My Responsibilities and Achievements:• Provided Technical Support to staff and students of the university• Gained in-person Help Desk experience• Utilised my technical knowledge and experience• Maintained university desktop computers, laptops and printers

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  The Internet Access Company

  Feb 2009 - Apr 2011

  IT Technician & Regional Area Manager

  My Responsibilities and Achievements:• Designed, configured, installed and maintained Guest Internet Access Systems (Computer Kiosks and Wireless Access Points) across IAC sites throughout the North Island of New Zealand• Evaluated potential sites to install IAC services• Carried out routine service testing of IAC sites to ensure an appropriate service was being delivered• Met with key business contacts and vendors• Independent stock handling for my region – inbound and outbound, ensuring equipment had IAC software installed and software was secure• Technical support – in-person, over the phone, over email• Handling of money – picking up physical money from IAC sites and taking them to the financial handler in Auckland City• Travelling to my allocated North Island region with transport provided by the company• Customer retention• Enforced self-management and reliability Show less

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  Leo SS Enterprises

  May 2010 - Nov 2014

  IT Support Officer

  My Responsibilities and Achievements:• Ensuring staff have sufficient IT resources to carry out their tasks• Ensuring IT systems are up-to-date and are operating appropriately• Teaching staff on how to efficiently use MS Windows and Office applications, and overall computer operation• Providing on-going IT support

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  Repro-Online Ltd NZ

  Nov 2011 - Mar 2012

  Operations Manager

  My Responsibilities and Achievements:- Ensuring business processes were carried out appropriately and successfully- Generating new information systems to provide better efficiency in reaching business goals- Providing internal IT support- Ensuring staff had sufficient IT resources to carry out their tasks- Handling invoices and accounts- Working unsupervised

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  Brand Developers Ltd

  Dec 2011 - Nov 2012

  Sales Consultant

  My Responsibilities and Achievements:• Answered inbound calls, made outbound calls based on the products that I was trained in• Gained experience working in a call-centre environment• Learned how to use SOS (Science of Sales), Swyx and Softphone systems• Utilised multi-tasking and keyboard typing skills• Gained experience with Data Entry• Learned Sales strategies and techniques• Gained Sales experience• Learned how to Close

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  Vodafone NZ

  Apr 2013 - Sept 2013

  Fixed-line and Broadband Technical Support Analyst

  My Responsibilities and Achievements:• Ensured each inbound call received was handled in an efficient and professional manner• Utilised my technical knowledge and experience to identify and resolve various technical issues with each call. I assisted and mentored my peers with my knowledge, showing them solutions to assist them in their problem-solving strategies. • Learned how to use the Vodafone TP2 system in conjunction with Chorus systems (Chorus Gateway, eSPM, Wireline)• Provided Floor Support as requested by Team Leaders• Gained experience working in a technical call-centre environment, dealing with various departments depending on the query at hand.• Gained experience in managing fault tickets. I would make sure each Technical Fault that I lodged with Chorus was completed in a timely manner. I would then follow up with the client to make sure that the solution has been provided, and that the issue had been resolved.• Completed the Fixed-line and Broadband Skills Programme Show less

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  Strata Networks Limited

  Nov 2014 - Jul 2016

  Technical Service Desk Engineer

  My Responsibilities and Achievements:• IT Systems and Network Administration• Providing Technical Support on a Corporate Scale to various Companies• Installing Hardware and Software on a Corporate Scale• Managing Ticket Management Systems (Autotask, i-Remedy Footprints)• Managing MS Active Directory and Exchange (MS Server 2008 R2, 2012 R2)• Managing AD User and Group Administration• Managing Cisco UCM Settings• Configuring Cisco Networking Equipment - mainly Switches (when needed)• Managing Technical Equipment and Stock• Adhering to SLA Structures Show less

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  Solarcity New Zealand

  Aug 2016 - Dec 2016

  IT Systems Engineer and Support

  My Responsibilities and Achievements:• Maintained Server and Desktop Infrastructure• Evaluated and provisioned end-user IT Devices and Peripherals• Assessed and tested potential Incident Management tools• Learned about Solar Panel technologies (as a source of renewable energy)• Provided end-user support

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  The Warehouse Group

  Feb 2017 - May 2017

  User Support Specialist

  My Responsibilities and Achievements:• Provided Technical Support to nationwide branches• Managed User and Group Access Levels• Provisioned and maintained database records for Security/Swipe Cards• Provisioned cellphone devices and plans to Internal Users• Learned about Company Specific hardware and applications• Provided end-user support

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  Concentrix

  Jul 2018 - Oct 2018

  Technical Advisor

  My Responsibilities and Achievements: • Provided Technical Support to the Domestic Market• Received formal training around iOS Devices

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  Suncorp New Zealand

  Oct 2018 - May 2019

  Service Desk Analyst

  My Responsibilities and Achievements:• Provided Corporate IT Support (supporting 1,300+ Users nationwide)• Supported Citrix Systems (XenApp and XenDesktop)• Managed Active Directory• Provided Desktop and Remote Support

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  The Solution NZ

  Apr 2020 - now

  Contractor / Founder / Learning Enthusiast

  Objectives: • Technical Contract-work• Investment

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  Strata Networks Limited

  Oct 2022 - Aug 2023

  Service Desk Analyst

  - Provided IT Support on a corporate scale- M365 administration- Hardware provisioning and dispatch- Niche software and hardware support- Mainly using Autotask, Datto RMM and ITGlue (alongside with ServiceNow)- Providing both remote and on-site support