Seeking a productive position to utilize professional skills and enhance them through continuous learning in a challenging environment and helps to contribute efficiently for the growth of the organization while being resourceful and innovative.
Hi, I’m
Krunal Dave
Vadodara,Gujarat
Summary
Overview
14
years of professional experience
Work History
Perth Building Materials
IT Operations Manager
04.2020 - Current
Job overview
- End to end responsibility of maintaining office 365 Tenants of all five domains
- Creating security polices, new email accounts and billing
- Take and action day to day calls from all users with any issues with their system
- Assisting in all Windows 11 Installation on new and existing user devices
- Network and Palo Alto Firewall Setup and configuration on new premises
- Sync and maintain active directly users with office 365 Azure portal
- Work and Manage Service Now platform for all tickets and incidents
- Ensure all SLA has been adhered and support and management reports are provided.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of Laptops and All in One PCs fully configured to users.
- Trained and guided team members to maintain high productivity and performance metrics.
- Developed and maintained relationships with external vendors and suppliers.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Developed systems and procedures to improve operational quality and team efficiency.
Aditi Staffing India Pvt Ltd
Senior System Administrator
11.2019 - 12.2021
Job overview
- Address day to day tickets on Fresh desk ticketing system by self raised tickets by users and Logged tickets by email.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Support on-premises users as well as international users calling from US office
- Using VMWare, vSphere, ESXi, resource pools, VMFS, and virtual switching
- Using Microsoft Active directory, Windows Server, and server hardware
- Planning, organizing, and documenting complex system design activities like working on Palo Alto Firewall, coordinate with ISP and setup gateways between Vadodara and Bangalore office
- Configuring systems to be consistent with country policies/procedures
- Communicating technical and complex information both verbally and in writing
- Performing multiple tasks concurrently and responding to emergency situations effectively
- Problem-solving with relation to complex computer systems and network operations
- All tickets to be addressed according to Standard SLA as per user designation, All VIP Tickets to be address on priority
- In charge of providing full technical support on desk support provided with system issues related to software or Hardware
- Full management and coordination with IT team for Asset management and maintain accurate inventory reports to be sent on monthly basis to team leader
- On demand ticket request to install applications on user's system by remote access using TeamViewer
- Coaching and online learning session for all new users as part of IT onboarding to introduce them to IT systems
- Communicate to all users via email on daily basis as part of closing ticket procedures and other team members across the board.
Advantmed India LLP
Senior Technical Support Engineer
12.2018 - 11.2019
Job overview
- Servicing tickets on Zoho desk and close them as per standard SLA
- Deploying windows 10 to upgrade using windows deployment services setup
- Maintenance and setup of cisco routers and firewall for new floor setup, allocating internal IP on new floors
- In Charge of Creating and implementing new SOP with enhanced IT procedures
- Coordination of any project management including network and firewall upgrade
- Reporting of escalations from any user end issues not resolved and connecting with users to provide final resolution
- Answering in house and external clients to support with IT systems from US Head office and field users
- Provide technical assistance to all in house users to fix day to day desktop or laptop related issues that cannot be resolved remotely by level 1 technical support system
- Maintain and create new Group Polices on active directly as per company requirements
- Add users to Distribution group, create new groups, as per user requests, after checking for relevant approvals from owner of those groups.
Western Power
IT Service Desk Systems Analyst
12.2014 - 01.2018
Job overview
- Answer calls on the IT Helpdesk (60+ a day) and log them into HP Open View software for all levels of employees from Contract staff to VIPs
- All Open View tickets must have detailed troubleshooting and clear information for other teams should escalation be necessary
- Supporting Windows 7 to Windows 8 Upgrade and MS Office 2003/2007/2010
- Update Active Directory, Reset Passwords, Unlock Accounts, User Creation, Group Administration
- Connect remotely to users PCs and Laptops using VNC viewer via Dedicated hostname or IP address if necessary to troubleshoot issues.
- Troubleshoot Citrix connections for home users and remote users.
- Escalate desk side and remote hardware issues to Desktop Support (2nd Level) onsite or 3rd line escalation groups to deal with specific application issues and databases
- Installing approved software
- Assist home users with wireless/home network queries
- Adhere to SLAs and KPIs
- Troubleshoot internet, web-based applications and Western Power specialized Document management systems
- Assist with the training of new starters
- Currently working a weekday shift pattern, however flexible with hours worked.
McDonald's Australia LTD
Customer Experience Department Manager
02.2009 - 01.2016
Job overview
- Preparation of statistical reports after daily stock counts and sending it to head office
- Sending weekly employee clock time data to payroll department, Sydney
- Organizing and supervising staff members on shift, dealing with difficult customers and making sure to resolve any customer complaints on instantly.
- Closing off head office complaints by interacting with customers via email or over phone to get their feedback on how to improve service at store.
- Responsibilities as crew to fully ensure restaurant is tidy, tables are clean on regular travel paths in restaurant dining area
- Knowledge in hospitality industry to its highest ensuring best customer service is provided to all customers from moment they walk in the restaurant and leave with a memorable experience.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated leadership skills in managing projects from concept to completion.
- Passionate about learning and committed to continual improvement.
Western Power CSC
Build Team analyst
01.2013 - 07.2013
Job overview
- Building new desktop and laptops as per Western Power client calls captured via use of HP open view
- Installing new and replacing monitors as per client request
- Further configuring and getting work completion approval from client
- Answer calls and giving over phone support up to 48 hours of completed work from CSC team
- Completed general labor tasks such as loading and unloading materials, cleaning up job sites and operating heavy machinery.
- Managed time efficiently in order to complete all tasks within deadlines.
- Applied effective time management techniques to meet tight deadlines.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
Department of Defense
Rollout Support Engineer
09.2012 - 09.2012
Job overview
- Thales Australia as Dell contractor, at Shenton park warehouse Responsibilities
- Upgrading 4 GB RAM in 1700 DELL laptops with the team of 4 members
- Removing the back cover carefully and installing the new RAM
- Putting the cover back and performing a memory test and record any errors (if any)
- Each computer should take just over 4-5 minute mark for it to be already on power and running memory test since the time of removing the screws and putting it back.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Austin computers
PC Assembly and Systems Engineer
02.2012 - 06.2012
Job overview
- Gathering parts for assembly with the help of quotation list provided by customers
- Ensuring safety hand static belts are fastened to avoid any unusual damage to memory and processor chips.
- Build a desktop, gaming computer from scratch, test it and install windows and drivers or any other specific software requested.
- Compile and box them and make ready for pick up or shipment.
- Installing and replacement of broken laptop screens
- Identifying blank screens on laptop, replacing motherboards, hard drives and memory.
- Created flowcharts, diagrams and other documentation.
- Negotiated with vendors, outsourcers and contractors to secure contracts and set SLAs.
Education
Edith Cowan University (ECU)Perth, Australia
Bachelors of Information Technology from Major in Information Technology
09.2015
University Overview
Australian Institute of Commerce And TechnologyPerth, Australia
Diploma of Networking
2012
University Overview
Curtin International CollegePerth , Australia
Certificate IV in Software Engineering
2009
University Overview
Kisumu Senior High SchoolKisumu, Kenya
High School from Year 11
2008
University Overview
Palo Alto CertificationIndia
Certification
02.2020
University Overview
Palo Alto Networks Certified Network Security Administrator certificate
Microsoft CertificationsAustralia
Certifications
2011
University Overview
6430: Planning and Administering Windows Server 2008 Servers
6421: Configuring and Troubleshooting a Windows Server 2008
Network Infrastructure
6420: Fundamentals of a Windows Server 2008 Network Infrastructure and Application Platform
6425: Configuring Windows Server 2008 Active Directory Domain Services
6426: Configuring and Troubleshooting Identity and Access Management in Windows Server 2008 Active Directory
Skills
- Complete exposure to Microsoft Windows 7 and Windows 8, Windows 10 and Windows 11 Operating system
- Strong Communication skills, particularly telephone, with natural ability and Enthusiasm to develop both professional working relationships and strong rapport
- Ability and flexibility to work both individually and as part of team
- Ability to knowledge share, upskill on new systems/software and create Knowledge base articles for team to use
- Possess excellent interpersonal, analytical and organizational skills
- Always try to better myself and expand my learning
- Very punctual work attendance
- Respectful and follow instructions well
- Clean and well presented
- Able to cope under pressure
- Experience and building network with Windows Server 2008, 2012, 2016 and 2019
- And 2022 and its attributes
- Competent to Microsoft Office 365 Tenant management
- Experience with VM ware, Microsoft Azure, Intune
- Palo Alto Certified
- Warehouse Operations
- Invoice Processing
- Employee Relations
- Customer Relationship Management
Accomplishments
Accomplishments
- Reduced lost workdays and recordable incidents to 5 by implementing a safety awareness program.
- Promoted to Operations Manager after 2 years with the company.
- Supervised team of 50 staff members.
- Saved the company approximately $50,000 million by giving accurate challenging answering during IT security Audit.
Languages
English, Gujarati, Hindi
Native language
Timeline
IT Operations Manager
Perth Building Materials
04.2020 - Current
Senior System Administrator
Aditi Staffing India Pvt Ltd
11.2019 - 12.2021
Senior Technical Support Engineer
Advantmed India LLP
12.2018 - 11.2019
IT Service Desk Systems Analyst
Western Power
12.2014 - 01.2018
Build Team analyst
Western Power CSC
01.2013 - 07.2013
Rollout Support Engineer
Department of Defense
09.2012 - 09.2012
PC Assembly and Systems Engineer
Austin computers
02.2012 - 06.2012
Customer Experience Department Manager
McDonald's Australia LTD
02.2009 - 01.2016
Edith Cowan University (ECU)
Bachelors of Information Technology from Major in Information Technology
Australian Institute of Commerce And Technology
Diploma of Networking
Curtin International College
Certificate IV in Software Engineering
Kisumu Senior High School
High School from Year 11
Palo Alto Certification
Certification
Microsoft Certifications
Certifications
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