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CURRICULUM VITAE
Vishal D. Makwana Help Desk/Desktop Support/Service Desk
Wellington, New Zealand
021-081-91615 [email protected] www.vishal-makwana.info
Vishal D. Makwana
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 End user training and support
Client relationship management Root cause analysis
System implementation Team management & Training
Rapid ticket response time Relationship development / Management
Administration & Management Planning & Coordination
Customer Service 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: LAN/WAN, TCP/IP, VPN, DNS, WINS, DHCP, HOSTS, IPX-SPX, SNMP, BGP, FTP
Hardware: Routers, Switches, Hubs and all Computer Maintenance & Peripherals
Software: Citrix, MS Exchange, MS Outlook, Office Suite, Network, Routing and, Voice
Protocols, Anti Viruses, Hard Drive Recovery & Backup, Norton Utilities, 3CX
(VoIP)
Programming: PHP, MySQL, HTML 5, CSS 3
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. Self-
motivated 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
Diploma in Computer Engineering B & B Institute of Technology, Vallabh Vidhyanagar, India
July 2009
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: [email protected]
Vishal D. Makwana
Robert Antonio (Manager/Project Client)
Porirua Budget Service
Contact Number: 04 237 4267
Email: [email protected]
Geoff Gordon (Systems Administrator/Project Client)
Whitireia New Zealand
Contact Number: 021 157 6328
Email: [email protected]
Dr. Brenda Lloyd (Project Coordinator/Sr. Lecturer)
Whitireia New Zealand
Contact Number: 04 237 3100
Email: [email protected]
