CURRICULUM VITAE

Vishal D. Makwana
Help Desk/Desktop Support/Service Desk
Wellington, New Zealand

021-081-91615

mail@vishal-makwana.info

www.vishal-makwana.info

Career Objective
I am seeking a challenging technical position in a pleasant working environment, which will permit me to continue practicing and expanding my skill set and knowledge base. I am equally comfortable and qualified for a Help Desk, Desktop Support, Network Engineering or System Analyst.

Key Area Strength

Trouble & Issue resolution Client relationship management System implementation Rapid ticket response time Administration & Management Customer Service End user training and support Root cause analysis Team management & Training Relationship development / Management Planning & Coordination Smart speaker & Keen listener

Technical Skills
Operating Systems: Windows 8/Windows 7/Vista/XP/Server 2008 R2/Server 2003/Red Hat Linux/Mac OS Networking: Hardware: Software: LAN/WAN, TCP/IP, VPN, DNS, WINS, DHCP, HOSTS, IPX-SPX, SNMP, BGP, FTP Routers, Switches, Hubs and all Computer Maintenance & Peripherals Citrix, MS Exchange, MS Outlook, Office Suite, Network, Routing and, Voice Protocols, Anti Viruses, Hard Drive Recovery & Backup, Norton Utilities, 3CX (VoIP) PHP, MySQL, HTML 5, CSS 3

Programming:

Professional Experience
Computer Technician
WOW IT Solutions, Porirua, Wellington August 2012 - Till date

Travel to the customers homes and businesses to provide direct technical support to end users. Log and track repairs with goal of two turnaround time on repairs and same day upgrades. Position requires duties and responsibilities to be done in a timely and effective manner. Selfmotivated and use time management to finish projects in a timely manner. Have excellent customer relationship skills. I can work with little or no supervision.

Vishal D. Makwana

Resolve software conflict issues. Replace and upgraded motherboards, CD ROMs, and hard drives. Diagnosed hardware failure, user errors. Troubleshoot user login issues, installation, hardware, email access and network connectivity issues. Communicate issues, analysis, and solutions in easy-to-understand language.

Web Developer / Designer / Trainer (Temporary Position)

Porirua Budget Service, Porirua, Wellington

August 2012 - November 2012

Designed and developed dynamic website in PHP and MySQL from scratch. Used basic JavaScript and jQuery functions. I was responsible to implement website on web. I have provided basic training to the staff on Admin Panel to make changes on their own.

Help Desk Analyst

Motif Infotech (eBay UK), Ahmedabad, India

January 2011 - July 2011

Assisted 500+ users in resolving diverse hardware and software issues. Ensured quick resolution of user concerns and escalated more complicated support issues to senior help desk representatives and field service engineers. Also played Customer Care Representative Role and assisted eBay UK customers via telephone, email and Live Chat. Reduced user call back rate by 20% through accurate assessment of root causes of technical issues and consistent implantation of appropriate solutions. Earned Employee of the month award 2 times in a row for comprehensive technical knowledge and outstanding customer service.

Network Engineer (Trainee)

ELECON Information Technology Ltd. Vallabh Vidhyanagar, India

January 2009 - June 2009

Served as Server 2003 administrator. Installed operating systems in laboratory environment. Configured NTFS, shared folder security and performed disk management. Set up multiple users and group accounts, managed group polices, implemented and administered network printing functions. Configured TCP/IP, DHCP, WINS and DNS. Configured Remote Access, Network & Dial-up connections. Practical training on OSI model and layers, basic network design, cabling, grounding and project planning.

Vishal D. Makwana

Help Desk Analyst

Motif Infotech (eBay UK), Ahmedabad, India

July 2007 - January 2009

Provide telephone and in-person support to over 500 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software and network related technical issues. Create, respond to, escalate and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner. Document all technical issues. Highlight steps taken to remediate problems. Tasked with training new hires on internal systems and procedures. Trained 3 new hires in last 6-month period as company rapidly expanded.

Projects Undertaken
Call Centre/SIP System (Server 2003, 3CX Phone System) Whitireia Community Polytechnic Password Recovery System (Server 2008 R2, Active Directory, PHP, MySQL) Whitireia Community Polytechnic Educational Website (PHP, MySQL, JavaScript) B & B Institute of Technology

Qualifications & Achievements

Bachelor of Information Technology
Whitireia Community Polytechnic, Porirua, Wellington June 2012 July 2009

Diploma in Computer Engineering

B & B Institute of Technology, Vallabh Vidhyanagar, India

CompTIA A+ Certified IT Technician ITIL Foundation Certificate in IT Service Management

References
Abhishek Sharma (Director) WOW IT Solutions, Porirua, Wellington Contact Number: 027 497 4677 Email: abhigpro@yahoo.com

Vishal D. Makwana

Robert Antonio (Manager/Project Client) Porirua Budget Service Contact Number: 04 237 4267 Email: robert@poriruabudget.org.nz Geoff Gordon (Systems Administrator/Project Client) Whitireia New Zealand Contact Number: 021 157 6328 Email: geoff.gordon@whitireia.ac.nz Dr. Brenda Lloyd (Project Coordinator/Sr. Lecturer) Whitireia New Zealand Contact Number: 04 237 3100 Email: brenda.lloyd@whitireia.ac.nz

Vishal D. Makwana