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Gurvir ****** Senior System Engineer

Summary

Dedicated, organised and self-directed team member with a keen eye on the bottom line and strong relationship-building and communication skills.

Award-winning, detail-focused, and results-orientated IT professional with comprehensive system support troubleshooting effective training and Hands-on experience.

SKills

AI ConsultantAI Systems Integration EngineerData ScientistDeep Learning Engineer

Education

Graduated 2005 Bachelor’s Of Technology ( IT Support ) at University Of Western Sydney

Experience

Current Senior System Engineer at Tech Mahindra

– Part of Tech Mahindra Global and AU/NZ team which enables the organisations to achieve their tech-driven goals. The work undertaken covers a range of areas from leading and supporting the firm through the build or adoption of new technology, and to protecting against risk.
– To deliver valuable data insights that transform our tech capabilities, blending technical skills and strategy to advise our internal functions and teams with spectacular results. Tech Mahindra team is expanding globally and currently has infrastructure support-based clients in Australia and New Zealand.
– Currently working with a Major Fintech/Law based Client and looking after Meeting rooms & Web Cast Support in Australia and New Zealand to coordinate the repair and replacement of AV Devices and work collaboratively with a variety of teams around the country to restore service within our vast community of solvers.
– Use the know-how you’ve gained in Audio Visual Operations with a focus on providing a high-quality client experience. With new problems to solve, you’ll have plenty of support and opportunities to grow. We work from anywhere, so your strong communication skills and team ethos will get a workout. You’ll learn plenty as you support clients connecting to AV, VC and guest Wifi services in a workplace that’s human-led and tech-enabled.
– Day to day, to solve problems like troubleshooting and diagnosing technical issues, categorising correctly
where required. In our AV/EUC team, and also:
– Escalation management and documentation and support tool management.
– Seek to contribute to service and process improvement opportunities.
– Experience vendor engagement and management, including with TechM Global teams
– Maintain relationship Management (internal & external)
– Have a willingness to learn AV and VC Control systems, video switching and control platforms and Digital Signage.
– Have Experience with current and past Admin and Config experience with Cisco or Polycom Video Conferencing bridging, control and endpoint platforms, Microsoft Team, Google Meet platforms and Cisco Webex platforms.

Mar 2022 - Mar 2023 Information Technology Support Engineer at Real Pet Food Company

– Support the Service Delivery Manager in providing support across the IT spectrum operating at multiple IT levels (L1, 2) and across both BAU and project delivery.
– Provide day-to-day IT support, engaging with our internal customers in person, over the phone/ remotely and via the Fresh Service tool.
– Participate in the delivery of key IT projects, Windows 11 Desktop Rollout
– Administration for Office 365, MS Azure AD, Intunes , Autopilot, Sharepoint Online
– Developing high-quality training documentation;
– Delivering end-user training sessions, both in person and remotely; and
– Contributing to the development of knowledge articles, FAQs and other artefacts to support the continuous
improvement of IT service delivery against SLAs.
– Contribute to the delivery of key technology projects.
– Network upgrades., Hardware refreshes.
– Collaboration/ meeting platform roll-out.
– Support key business projects by ensuring technology prerequisites are met per project timelines.
– Providing onsite support for end-user devices including video-conferencing equipment.

Jan 2021 - Mar 2022 Support Analyst at ChemCert Training Group P/L

– Responsible for all the IT support for the ChemCert Training Group. Support a wide range of SaaS platforms and applications, including (but not limited to) Office 365, Azure, Atlassian suite and In-house Software Systems.
– This role includes system administration tasks, working closely with the IT Manager on the management of our core infrastructure and many exciting projects as we mature our IT environment.
– Providing 1st and 2nd level desktop and application support to the business, troubleshooting laptops, peripherals and applications
– Supporting and troubleshooting hardware and devices – laptops, networking, AV and video conferencing in both Windows and Mac environments
 Managing small projects – planning, communication, and implementation of new procedures, policies, technologies, etc.
– Administration of cloud-based tools and internal applications
– Provisioning and management of ChemCert assets; movement, storage and setup of laptops, monitors,
desktops etc.
– Onboarding and off-boarding of employees, including accounts administration and carrying out IT inductions
– Basic network support and troubleshooting
– Maintaining our knowledge base and creating documentation as required
– Protecting the organisation’s value by keeping information confidential in line with our IT policies

Sep 2018 - Sep 2020 IT Support Analyst at Eftpos Australia Pty Ltd

– Responsible for all Levels of Level 1/2/3 support for desktop, server, office applications, network, audiovisual and telephony via the EFTPOS ServiceNow IT Service Management, solution for Incident, Change, Request and Problem
– Responsible for administration, configuration, deployment and patching of EFTPOS desktops and other end-user devices using Manage Engine’s Desktop Central software
– Responsible for keeping eftpos technology current to N-1 versions of production hardware and software
– Responsible for liaising with third parties (suppliers to eftpos) that provide consultancy, development and level 2/3 support for applications and ICT physical and virtualised infrastructure AWS, MS AD, Azure, VM machines patching and upgrade. Maintenance of Tableau server and backup.
– Monitor performance of all IT Services, ensuring root cause analysis is completed after any incident, Administer and Configure all IT Services, liaising with second-level support or SMEs as appropriate
– Provide telephone and face-to-face technical support to users regarding Desktop issues. Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems including rostered on-call outside of core business hours.
– Ensure all faults and incidents are logged. Track and monitor trends and develop appropriate remediation plans. Ensuring all hardware/software installations and routine upgrades are implemented according to Service
Level Agreements.
– Ensure requests for support are regularly updated and realistic resolution times are provided. Providing an effective interface between users and service providers supplying all diagnostic information according to procedures.
– Escalate to third-party service providers as required according to established procedures. Prepare, present and participate in the eftpos Change Management Process.
– Administration of Office 365, Air watch MDM, SharePoint on Premises and Online Administration and Build up of sites with SharePoint Gurus.

Jan 2016 - Sep 2018 Field Technician at Telco Program

– Working with the Telco Program team, site contacts, vendors and BAU support teams to support the transition
from the legacy network to the new Network and Telephony systems.
– Act as a prime communication link between Uniting local site contacts, Telco Program Team members, vendor team and BAU support teams to ensure clear communication is flowing between all parties for all site work.
– Will ensure the new network and telephony systems are successfully transitioned on-site and support is successfully handed over to the BAU support teams.
– Respond to all Telco Program incidents and problems escalated from the IT Service Desk or as directed by Program management.
– Provide 2nd/3rd line onsite support for multiple technologies on site.
– Ensure all site documentation is completed and handed over to the relevant site contact.
– Ensure that all support documentation and processes are completed and successfully handed over to the Service Desk and BAU support teams.
– Troubleshooting of known and unknown issues related to the technologies in place
– Working with the BAU Network support team, assisting with Network troubleshooting – TCP/IP, DHCP, DNS
– Support of wireless networking equipment onsite as required by the Project.
– Perform site auditing, testing & training and develop documentation as required
– Manage incidents to resolution and within SLA requirements ( targets)
– Maintain the IT standard for structured cabling
– Monitor and update the Service Desk ticketing system
– Escalate incidents to the next tier where necessary
– Perform site infrastructure and telephony systems audits as required by the program.
– Installation of new site network infrastructure as per Program requirements and consistent with Uniting It
Operational processes and standards.
– Assist with service improvement initiatives and take a proactive approach to increasing productivity
– Participate and comply with all quality management systems and processes.
– Enhance own skills and knowledge through self-development

Jun 2011 - Dec 2015 IT Support Analyst at Third Horizon Consulting Partners

– Provide technical service, solutions and support to the networks, infrastructure, and products and services, Maintain User Accounts, Security Groups and Resources within the organisation’s Active Directory
– Maintain the availability and performance of production systems and services, including: Active Directory, MS Exchange 2007, Windows server 2003-2008, Win XP, WIN 7, WIN 8, TCP/IP, ESXi5 VMWare Farm Servers, MS OFFICE and Outlook 2003, 2007, 2010, Web based applications , Citrix, Cisco VPN ,Voice IP Phone Administration Cisco and Asterix , HP server hardware, Windows Server OS, Citrix, Symantec , Avira , McAfee Anti-Virus, VMware virtual infrastructure
– Maintain and Mobile Phone Configuration and Troubleshooting of Smart Phones, Maintain and Troubleshoot Laptops, PCs, Smart TV’s, Interactive White Boards and NAS Backup units.
– Hardware support (installing and replacing hardware components) E.g. HP – DL Series Servers G4, G5, G6, G7.
– Maintain and administer the enterprise backup environment (Double Take Backup) ) and anti-virus systems (Symantec, AVIRA), DNS, DHCP Active Directory and virtualization technologies like VMware 5 and Citrix, PABX (Asterix/Trixbox) and Video conferencing IP-based hardware and software.
– Administration and Managing of Printers SHARP, Fuji Xerox, Print server Administration/ configurations and Local Fault fixing.
– Upgrade and maintain both LAN and WAN infrastructure including UPS and Backup systems.
– Re-imaging (GHOST) and Hardware Maintenance of Desktops and Laptops, HP, TOSHIBA, SONY, IBM, DELL.
– Remote support system Administration and support using Simple Help Server and Client, LogMeIn, and RDP.
– Implementation of new HR Payroll system EXO (SQL Based) Configure and Install HP and ESX 5.5 VMware servers at 3 different locations.

Mar 2008 - May 2011 Senior Service Desk Analyst L1 – L2 at CSC Australia Pty Limited

– Supporting major clients / organizations in Mining/Financial/IT – BHP Billiton , Blue scope steel, Newmont mining ,Xstrata, Rio Tinto, One steel , AMP banking and CSC Australia
– First/second level support and escalation of it requests for all regions during nominated time zones ASIAPAC, EMEA, and USA.
– Ensuring all support requests are logged in the organizations incident management system Remedy7, Remedy4, USD full seat and USD web.
– Technical support in Active Directory, Windows server 2000-2003 and OS Win XP , VISTA , WIN 7, MAC OS Leopard and Tiger, TCP/IP, VM WARE, MS OFFICE 2003 and 2007 and Outlook , Web based applications , Lotus notes , Citrix , Unix , Mainframe , SAP, VPN ( RSA ), Voice IP Phone Administration NORTEL, Mobile Phone Configuration and Troubleshooting IPHONE and BLACKBERRY, CITRIX Applications and Various Windows based applications
– To monitor, update and close calls related to PC Hardware, Laptops , Wintel Systems and Software , Network equipment, maintaining user accounts for the network AD, SAP, Mainframe, Unix ,Lotus notes, IP Phones, Mobile BES Server
– Troubleshoot by Remote Desktop or using tools E.g.: BOMGAR AND UNICENTER , DAMEWARE
– Pro-actively manage numerous environments: Configuration, Installations, Upgrades, Environment Interdependencies, Coordinate production releases, Support testing. Support products
– Liaise with technical support teams and vendors to resolve application and product issues
– Major incident and escalation management. To route/escalate calls to appropriate level 2/3 resolving group as per defined escalation process
– New product and technologies implementation as directed. , the recording and charging for time spent on it services requests, provide weekly reporting to the operations manager. Attend team meetings.
– Plan, manage and implement service desk improvements; provide leadership to the team in the analysis, design, development and maintenance of systems; work closely with the manager to improve efficiency of service desk processes; provide system documentation & reports
– Working close with other departments such as work order / accounts teams level2 and level3 , support teams from Australia and around the world such as NOC & NMC teams , UNIX & Mainframe , Server Support & Wintel , lotus notes Administrators , Voice support , Field support / Desktop services.
– Working close to service delivery managers, business managers, and line of service management on day to day basis.
– Working along with the knowledge management team and writing and updating support articles for all accounts supported
– Training of new employees and mentoring, also participating in meeting making/updating procedures
– Working with its service management teams and working in accordance with the ITIL framework

Feb 2005 - Mar 2008 FrontlineTechnician L1 Support at Datacom Connect Pty Ltd

– Worked as Microsoft frontline technician responding to client enquires via inbound calls, create a positive customer experience through providing an efficient and quality solution to customer enquiries/ problems. Adhering to quality standards, framework, policies and processes
– Worked providing Level1 technical support and gold certified partner support to home users and medium to large businesses
– Providing support for all Microsoft products such as Hardware’s and Applications, Operating systems Win XP, VISTA, and networking and server products. Windows server products, Win Server 2003, SBS 2008, SQL Server, ISA and others. Messaging products such as exchange 2003/2007.
– Providing support according to Microsoft knowledge base articles & technical support hot fix support
– Demonstrate an ability to troubleshoot all technical queries,use tools available to identify and resolve
problems , troubleshooting with customer to provide a solution
– Manage incident load efficiently through timely customer contact, research , and escalation
– Work closely with Microsoft licensing, sales and marketing and level 2-3 gold certified partner teams.
– Ensuring all support requests are logged in the organizations incident management systems – agent desktop and clarify
– Meeting daily, weekly, monthly key performance indicators (KPI’s)
– Utilise resources available to improve efficiencies .Set own goals to achieve to assist in overall achievement of (Kpi’s)